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Aetna’s privacy center

 

We value the trust you place in us. Protecting your privacy is important to Aetna and we take care to safeguard your personal information. Additional information regarding how we collect, maintain and use your information is available in our Privacy Center.

Web and Mobile Privacy Statement

 

Welcome to our web and mobile experience. By using our websites and mobile apps, you agree to the terms of this Privacy Statement.

 

Privacy Statement update: August 11, 2021

Text message alert terms & conditions

 

 

Effective date 02/01/2020

 

Read these Terms and Conditions (this “Agreement”) for important information about our text alert services (“Aetna text alerts”). THIS AGREEMENT CONTAINS A MANDATORY ARBITRATION OF DISPUTES PROVISION THAT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS.

 

Aetna or one or more of its affiliates offers access to healthcare service messages via recurring SMS (Short Message Service), MMS (Multimedia Message Service) text alerts and email alerts. Enrollment in text alerts requires a member to provide his or her own mobile phone number with an area code within the 50 United States or the District of Columbia. Enrollment in email alerts requires member to provide an email address. By enrolling to receive Aetna text or email alerts, you agree to these terms and conditions, which become effective upon your enrollment. You may be asked to verify your mobile phone number before the service will start. This requires responding to a text alert sent to your mobile phone confirming your enrollment in this Service.

 

You acknowledge that alerts will be sent to the mobile phone number or email address you provide to Aetna. Such alerts may include personal information about your health based on the type of information you choose to receive via electronic communication, and whoever has access to the mobile phone or carrier account or email address will also be able to see this information. You acknowledge that if you elect to receive Protected Health Information as defined in HIPAA via text alerts or e-mail alerts, you are (i) electing to receive such information through an unencrypted method of communication, and that (ii) information contained in an unencrypted e-mail and/or text message is at risk of being intercepted and read by, or disclosed to, unauthorized third parties. Once you enroll, the frequency of text or email alerts we send to you will vary. You will typically receive alerts when we have information for you about healthcare information. Aetna does not impose a separate charge for text alerts; however, your mobile carrier’s message and data rates may apply depending on the terms and conditions of your mobile phone contract. You are solely responsible for all message and data charges that you incur. Please contact your mobile service provider about such charges. The following carriers are supported: AT&T, Verizon Wireless, Sprint, T-Mobile, U.S. Cellular, Boost Mobile, MetroPCS, Virgin Mobile, Alaska Communications Systems (ACS), Appalachian Wireless (EKN), Bluegrass Cellular, Cellular One of East Central, IL (ECIT), Cellular One of Northeast Pennsylvania, Cricket, Coral Wireless (Mobi PCS), COX, Cross, Element Mobile (Flat Wireless), Epic Touch (Elkhart Telephone), GCI, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri), Illinois Valley Cellular, Inland Cellular, iWireless (Iowa Wireless), Keystone Wireless (Immix Wireless/PC Man), Mosaic (Consolidated or CTC Telecom), Nex-Tech Wireless, NTelos, Panhandle Communications, Pioneer, Plateau (Texas RSA 3 Ltd), Revol, RINA, Simmetry (TMP Corporation), Thumb Cellular, Union Wireless, United Wireless, Viaero Wireless, and West Central (WCC or 5 Star Wireless).

 

You may opt out of Aetna text alerts at any time. To stop receiving text alerts, text STOP to the number upon which you are receiving text alerts, including 41368, 46716, 49540, 66902, 67954, 72483, 77583, 79720, 90156, or 37046 (or the number from which you are receiving Aetna alerts). After you submit a request to unsubscribe, you will receive one final text alert from Aetna confirming that you will no longer receive text alerts. No additional text alerts will be sent unless you re-activate your enrollment to the text alert program. For questions about text alerts, text the word HELP to 41368, 46716, 49540, 66902, 67954, 72483, 77583, 79720, 90156, or 37046. Text alerts may come from any one of these short codes and Aetna may change, add or remove short codes as necessary.

 

The Aetna text alert programs are offered on an “as is” basis and: (1) may not be available in all areas at all times; and (2) may not continue to work in the event of product, software, coverage or other service changes made by your wireless carrier. Aetna may change or discontinue any of its text alert programs without notice or liability to you. Aetna and its related companies and each of their respective officers, directors and employees are not responsible and shall not be liable for any losses or injuries of any kind resulting, directly or indirectly, from any Aetna text alert program or from technical failures or delays of any kind. Aetna reserves the right to cease delivery of text alerts to any person at any time in its sole discretion.

 

Dispute Resolution

 

EXCEPT FOR DISPUTES THAT QUALIFY FOR SMALL CLAIMS COURT, ALL DISPUTES ARISING OUT OF OR RELATED TO THIS AGREEMENT OR ANY ASPECT OF THE RELATIONSHIP BETWEEN YOU, ON THE ONE HAND, AND AETNA OR ITS SUPPLIERS OR VENDORS, ON THE OTHER HAND, WHETHER BASED IN CONTRACT, TORT, STATUTE, FRAUD, MISREPRESENTATION, OR ANY OTHER LEGAL THEORY, WILL BE RESOLVED THROUGH FINAL AND BINDING ARBITRATION BEFORE A NEUTRAL ARBITRATOR INSTEAD OF IN A COURT BY A JUDGE OR JURY AND YOU AGREE THAT AETNA AND YOU ARE EACH WAIVING THE RIGHT TO TRIAL BY A JURY. YOU AGREE THAT ANY ARBITRATION UNDER THIS AGREEMENT WILL TAKE PLACE ON AN INDIVIDUAL BASIS; CLASS ARBITRATIONS AND CLASS ACTIONS ARE NOT PERMITTED AND YOU ARE AGREEING TO GIVE UP THE ABILITY TO PARTICIPATE IN A CLASS ACTION. The arbitration will be administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules (currently available at the Consumer Arbitration Rules PDF), as amended by this Agreement. The arbitrator will conduct hearings, if any, by teleconference or videoconference, rather than by personal appearances, unless the arbitrator determines upon request by you or by us that an in-person hearing is appropriate. Any in-person appearances will be held at a location which is reasonably convenient to both parties with due consideration of their ability to travel and other pertinent circumstances. If the parties are unable to agree on a location, such determination should be made by the AAA or by the arbitrator. If you are able to demonstrate that the costs of arbitration will be prohibitive as compared to the costs of litigation, Aetna will pay as much of your filing and hearing fees in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive. The arbitrator’s decision will follow the terms of this Agreement and will be final and binding. The arbitrator will have authority to award temporary, interim, or permanent injunctive relief, or relief providing for specific performance of this Agreement, but only to the extent necessary to provide relief warranted by the individual claim before the arbitrator. The award rendered by the arbitrator may be confirmed and enforced in any court having jurisdiction thereof. Notwithstanding any of the foregoing, nothing in this Agreement will preclude you from bringing issues to the attention of federal, state, or local agencies and, if the law allows, they can seek relief against us for you.

 

With the exception of any of the language above in this Dispute Resolution provision relating to the waiver of class and representative actions, if a court decides that any part of this Dispute Resolution provision is invalid or unenforceable, the other parts of this Dispute Resolution provision shall still apply. If a court decides that any aspect of the language above in this Dispute Resolution provision relating to the waiver of class and representative actions is invalid or unenforceable, then the entirety of this Dispute Resolution provision shall be null and void. The remainder of the Agreement will continue to apply and be unaffected by this severability provision.

Privacy notices

 

The Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule affords members the right to receive a notice that describes how health information may be used and disclosed and how to get access to this information. Aetna is required to send a notice ("Notice of Privacy Practices") to members of our insured Health and Long Term Care plans and Mail Order Pharmacy customers.

 

Aetna is also required to send a privacy notice ("Notice of Information Practices") to our insured Life and Disability plan members and to our Large Case Pension payees.

 

Notice of privacy practices by plan type

Document name

Language

Medical, Dental, Pharmacy, Managed Behavioral Health and Vision plans Notice of Privacy Practices

Federal Risk Plans

Aetna Senior Supplemental Health Notice of Privacy Practices

Aetna Student Health Notice of Privacy Practices

Employee Assistance Plan Notice of Privacy Practices

Long-Term Care Notice of Privacy Practices

Aetna Voluntary Notice of Privacy Practices

Aetna International – U.S. Based Plans Notice of Privacy Practices

Document name

Medical, Dental, Pharmacy, Managed Behavioral Health and Vision plans Notice of Privacy Practices

Language

Document name

Federal Risk Plans

Language

Document name

Aetna Senior Supplemental Health Notice of Privacy Practices

Language

Document name

Aetna Student Health Notice of Privacy Practices

Language

Document name

Employee Assistance Plan Notice of Privacy Practices

Language

Document name

Long-Term Care Notice of Privacy Practices

Language

Document name

Aetna Voluntary Notice of Privacy Practices

Language

Document name

Language

Notice of information practices by plan type

Document name

Language

Large Case Pension Notice of Information Practices

Life and Disability Notice of Information Practices

Life and Disability Privacy Notice for Aetna Voluntary Notice of Information Practices

Life Privacy Notice for American / Continental Notice of Information Practices

Document name

Large Case Pension Notice of Information Practices

Language

Document name

Life and Disability Notice of Information Practices

Language

Document name

Life and Disability Privacy Notice for Aetna Voluntary Notice of Information Practices

Language

Document name

Life Privacy Notice for American / Continental Notice of Information Practices

Language

Complaints

 

If you think your HIPAA Privacy Rights have been violated, you can contact us using the toll-free Member Services number on your ID card or you may contact the Aetna Privacy Office directly at the address below:

 

HIPAA Member Rights Team
Aetna Inc.
P.O. Box 14079
Lexington, KY 40512-4079

 

You also may write to the Secretary of the U.S. Department of Health and Human Services.

Security highlights

 

Aetna takes information security seriously and we diligently safeguard your personal information. Here are some ways Aetna protects your information and steps you can take to help.

 

Health care privacy FAQs

 

Simple, direct answers to common questions about health care privacy.

 

 

Legal notices

Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).

Health benefits and health insurance plans contain exclusions and limitations.