Domestic Violence Confidentiality

Procedure to make a request for confidentiality

We respect and take seriously the protection of an individual’s personal information. If you are a victim of domestic violence or other abuse, you may request that we send communications of claim-related or policy related information to you by alternative means or at alternative locations.

Contact us at 1-800-356-2644 for information on how to provide us with an alternative address, telephone number, or other method of contact. Please be advised that we have up to three business days to implement your request.

Procedure to revoke a request:

If you previously submitted a request for confidentiality and would now like to revoke that request, please call: 1-888-888-0375.

Additional Information for Residents of New York State

New York Insurance Law § 2612, with respect to all insurers regulated under the Insurance Law, including health maintenance organizations (“HMOs”), provides in relevant part that if any person covered by an insurance policy delivers to the insurer a valid order of protection against the policyholder or other person covered by the policy, then the insurer is prohibited for the duration of the order from disclosing to the policyholder or other person the address and telephone number of the insured, or of any person or entity providing covered services to the insured. If a child is a covered person, then the right established by this section may be asserted by the child’s parent or guardian.

Effective January 1, 2013, Insurance Law § 2612 also requires a health insurer, as defined in that section, to accommodate a reasonable request made by a person covered by an insurance policy or contract to receive communications of claim-related information by alternative means or at alternative locations if the person clearly states that disclosure of the information could endanger the person. If a child is the covered person, then this right may be asserted by the child’s parent or guardian. Except with the express consent of the person making the request, a health insurer may not disclose to the policyholder: (1) the address, telephone number, or any other personally identifying information of the person who made the request or child for whose benefit a request was made; (2) the nature of the health care services provided; or (3) the name or address of the provider of the covered services.

The New York State Department of Financial Services (“Department”) has promulgated 11 NYCRR 244 (Insurance Regulation 168), which requires insurers to develop and implement confidentiality protocols. For health insurers, this also must include written procedures by which a person may make a reasonable request to receive communications of claim-related information by alternative means or at alternative locations and procedures for revoking such a request.

For further information on domestic violence services, you can contact the NYS Domestic and Sexual Violence Hotline by dialing 1-800-942-6906 or by accessing the website for the New York State Office for the Prevention of Domestic Violence at the following link: http://www.opdv.ny.gov/help/dvhotlines.html

Additional Information for Residents of Illinois

Illinois Insurance Law 215 ILCS 5/355b, with respect to any company that issues, delivers, amends, or renews an individual or group policy of accident and health insurance shall accommodate a reasonable request by a person covered by a policy issued by the company to receive communications of claim-related information from the company by alternative means or at alternative locations if the person clearly states that disclosure of all or part of the information could endanger the person. If a child is a covered person, then the right established by this section may be asserted by the child’s parent or guardian.

Except with the express consent of the person making the request, a company may not disclose to the policyholder: (1) the address, telephone number, or any other personally identifying information of the person who made the request or child for whose benefit a request was made; (2) the nature of the health care services provided; or (3) the name or address of the provider of health care services.

The Illinois Department of Insurance (“Department”) has promulgated 50 Ill. Admin Code 2928.30, which requires companies to develop and implement confidentiality protocols. The protocols must include written procedures by which a person may make a reasonable request, provided that the procedure does not require a justification as part of the reasonable request; the procedure by which the requestor may provide an alternative address, telephone number or other method of contact; and the procedures for revoking such a request.

For further information on domestic violence services, you can contact the Illinois Domestic Violence Helpline by dialing 1-877-863-6338 or by accessing the website for the Illinois Department of Human Services Domestic Violence Victim Services at the following link: http://www.dhs.state.il.us/page.aspx?item=30275