Privacy Policy

1. Scope

This Privacy Policy ("Policy") applies to the collection, use and disclosure of information by Health Net, LLC and its affiliated companies (collectively "Health Net") on www.healthnet.com and through mobile sites or social media (the "Website") as well as to information collected through telephone communications. This Privacy Statement does not apply to third party web sites that may be accessible through hyperlinks on this Website, which have their own privacy policies that we encourage you to review. Linking to a third party site does not mean that we endorse the site, any products or services described on the site, or any other material contained in a third party site.

This Policy explains how Health Net collects, uses, and discloses information about Health Net members or other individuals who visit the Website. Health Net also has a separate Notice of Privacy Practices that describes how we use and disclose protected health information regarding our members, including member rights with respect to such information, which is available in the Notice of Privacy Practices section (below).

• Notice of Privacy Practices

By using our Website in any way, such as browsing or interacting, you signify that you agree with the terms of our current Policy as posted here. If you do not agree with this Policy, you should not use our Website. Health Net may update or modify this Policy from time to time at our sole discretion by posting a new version on this Website, with the date of last update noted at the top. We encourage you to visit this area frequently to stay informed because your continued use of our Websites following the posting of changes to these terms means that you consent to such changes.

Your use of our Website is also subject to the Terms of Use.

• Terms of Use

2. Information We Collect

In general, you can visit our Website without telling us who you are or revealing personal information about yourself. You (or your personal representative) can, however, voluntarily provide personal information, which refers to:

• contact information (such as name, address, email address and telephone number);
• demographic information (such as age, date of birth, gender, marital status, ZIP code, and household composition);
• financial information (such as social security number, bank account information, or credit card information);
• Health Information (such as information submitted on a health insurance enrollment application).

If you choose to interact on the Website – such as by registering, applying for products or services, submitting orders, questionnaires, surveys, or requests for information, or using mobile applications or social media platforms – Health Net will collect the personal information that you (or your personal representative) provide. We may enhance or merge the information that you provide to us directly with information from other sources, including third parties, or merge your personal information with data regarding how you use our site, for the purposes described below.

You can view your data in our system through our customer/member secure portal. To change or correct your information, please call the Customer Contact Center phone number located on the back of your ID card.

3. How We Use Your Information

We may collect, maintain, and use your personal information for the following purposes:

• helping to establish and verify the identity and eligibility of users;
• opening, maintaining, administering and servicing users profiles, accounts or memberships (including to confirm website transactions with you);
• processing an application or enrollment as requested by you;
• providing services and support to users, such as delivering web-based products or services, informing you about health or wellness programs you might be interested in provided by us or other businesses, or providing documents or other information you request (such as Explanations of Benefits (EOBs) or billing and payment information);
• marketing our products and services to you;
• analyzing and improving our products, services, Website, and advertising, including tailoring it to users' preferences;
• administering surveys or promotions;
• providing users with company updates or with information about Website functionality;
• responding to your inquiries or other requests;
• contacting you when necessary;
• keeping a record of our transactions and communications;
• maintaining the security and integrity of our systems;
• protecting the health, safety or welfare of others; and
• complying with legal requirements, complying with legal process, or defending our legal rights.

4. Technology Logging, Cookies, and Related Techniques

Health Net also collects certain non-personal information and aggregate information about you to help us analyze and improve the usefulness of our Website. "Non-personal information" includes information that does not directly identify you personally, but provides us with anonymous "usage data," such as the number of unique visitors we receive, what pages are visited most often, and the navigation preferences and characteristics of our visitors. Examples of such non-personal information include, but are not limited to:

Cookies: Cookies are pieces of information that a website transfers to a user's computer for purposes of storing information about a user's preferences, to deliver content specific to your interests, or to maximize the performance of our Website and services. Cookies do not personally identify users (such as by collecting your name or address), but they do assign a unique data element to each visitor so that the Website can recognize repeat users, track usage patterns, and better serve you when you return to the Website. Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

Cookies that we use

We use cookies for the following purposes:

• [authentication - we use cookies [to identify you when you visit our website and as you navigate our website][ (cookies used for this purpose are: [identify cookies])]];
• [status - we use cookies [to help us to determine if you are logged into our website][ (cookies used for this purpose are: [identify cookies])]];
• [personalization - we use cookies [to store information about your preferences and to personalize the website for you][ (cookies used for this purpose are: [identify cookies])]];
• [security - we use cookies [as an element of the security measures used to protect user accounts, including preventing fraudulent use of login credentials, and to protect our website and services generally][ (cookies used for this purpose are: [identify cookies])]];
• [advertising - we use cookies [to help us to display advertisements that will be relevant to you][ (cookies used for this purpose are: [identify cookies])]];
• [analysis - we use cookies [to help us to analyze the use and performance of our website and services][ (cookies used for this purpose are: [identify cookies])]]; and
• [cookie consent - we use cookies [to store your preferences in relation to the use of cookies more generally][ (cookies used for this purpose are: [identify cookies])]].

Managing cookies

1. Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:
   • https://support.google.com/chrome/answer/95647 (Chrome);
   • https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences (Firefox);
   • https://www.opera.com/help/tutorials/security/cookies/ (Opera);
   • https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies (Internet Explorer);
   • https://support.apple.com/kb/PH21411 (Safari); and
   • https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy (Edge).
2. Blocking all cookies will have a negative impact upon the usability of many websites.
3. If you block cookies, you will not be able to use all the features on our website.

Browser information: Web browsers collect and store information about the type of device and operating system you are using to access our Website, as well as your device's MAC address for facilitating network communications. Accessing this information helps us to establish a secure and consistent connection to you during your visits to our website.

Web beacons: We may also place Web beacons in our emails to measure the effectiveness of our email campaigns by identifying the individuals who open or act upon an email message, when an email message is opened, how many times an email message is forwarded, the type of software, device, operating system and browser used to deliver the email, and any URL accessed through our email message.

IP Address: An Internet Protocol address is a number that automatically identifies the computer or machine you have used to access the Internet. The IP address enables our server identify your geographic location and to send you the webpages that you want to visit, and it may disclose the server owned by your Internet Service Provider.

At this time, we do not honor "do not track" signals from a web site browser. However, you may refuse or delete cookies. If you have your browser set to private browsing, or refuse or delete cookies, you may not be able to take full advantage of the Website.

5. Data Sharing and Storage

Health Net will not sell your personal information to any other third party for their own use unless we disclose this to you at the time the information is collected and obtain your consent. We do not currently share your personal information with any outside third parties in order for them to market directly to you.

Health Net may disclose your personal information to third parties for the following reasons:

• We may use unaffiliated companies such as agents or contractors ("Third Parties") to help us maintain and operate our Websites, to provide you with services that you have requested, or for other reasons related to the operation of our business (including the information uses listed above). In the event we provide personal information to these Third Parties, they are restricted from using this data in any way other than to provide the required services for us.
• We reserve the right to release your personal information if required to do so by law, search warrant, subpoena, court order, upon request of government authorities, or as reasonably necessary to protect Health Net, the individuals that Health Net serves, or the public.
• We may provide your personal information to affiliated entities or third parties in connection with the actual or prospective sale or transfer of some or all of a business to which you submitted your information, or in the event of a corporate change. We may share your personal information with Health Net affiliated companies and subsidiaries for marketing reasons.
• We may also disclose to third parties (or allow third parties to compile) your non-personal information from the cookies, Web beacons, or other technologies on our Website for purposes including but not limited to measuring site activity and providing a better user experience.

Your personal information and non-personal information may be stored in Health Net databases, affiliated company or subsidiary databases, or databases managed by third party service providers, which are located within and outside of the United States. Your information will be automatically transferred to these databases for storage and maintenance. These databases may be located in countries where privacy rules differ and may be less stringent than those of the country in which you reside.

6. Social Media Platforms

Our Websites' web pages may embed plugs-ins, widgets, or other apps of various social media platforms, such as Facebook, Twitter, and YouTube. An example of such a plug-in is Facebook's "Like" button. When you encounter those embedded objects, your internet browser may make a direct connection to the social media platform's service and may share information such as which of our Websites you have visited. Our Websites may also be made available through third party social media platforms.

Your participation with the services provided on social media platforms is voluntary. If you choose to sign on using this service, Health Net will collect certain information from your social media account including your public profile, user name, email address, birthday, stated location city, contact lists, and other interactions on that social media platform (such as interests and likes). The information we may have access to will vary by social media platform and is controlled by privacy settings on that platform and your choices on that platform. Your use of services on third party social media platforms are governed by the privacy statement and other terms of use for that third party social media platform, until such information is shared with us, and then such information is also subject to this Privacy Policy.

7. Mobile Applications Privacy Statement

Health Net has developed certain mobile applications that you may download to your mobile device. When you download a mobile application there may be an opportunity for you to provide us with, or for us to obtain, information about you such as contact information, preferences, photographs, and other identifying information. Our mobile application may also collect location information.

Information obtained through a mobile application will be used in accordance with this Privacy Policy. Upon first use, the mobile application will provide a link that allows you to see this Privacy Policy before registering or using the application. You can stop all collection of information by our mobile applications easily by uninstalling the mobile applications. You may use the standard uninstall processes available as part of your mobile device or via the mobile application marketplace or network. You may at any time opt-out from allowing us to have access to your premise location (GPS data) by adjusting the permissions in your mobile device.

8. Security

Health Net takes reasonable steps to protect the security of your information, including use of appropriate physical, technical, and administrative safeguards. The nature of the Internet, however, prevents us from guaranteeing the confidentiality of information we receive through the Website or via e-mail. Therefore, please do not use e-mail or this Website (unless you are logged in to your health.com account and use the secure forms available to you once logged in) to communicate information to us that you consider to be confidential.

9. Children

Health Net does not intentionally collect personal information from children under 13 years of age, and children under age 13 should not submit any personal information to us. If we become aware that a child has provided us with personal information without parental consent, or a parent or guardian of a child contacts us through the contact information provided below, we will use reasonable efforts to delete the child's information from our databases.

10. Opt-Out

Health Net may from time to time send electronic communications to you in the form of newsletters, notification of account status, and other communications, such as marketing. We may also send email communications regarding topics such as general health benefits, website updates, health conditions, and general health topics. We will offer appropriate consent mechanisms within the specific email communication, such as opt-out/unsubscribe, for marketing and certain other communications, or you can contact us as described below.

At certain locations on our Website where we request information about the user, our Website provides users the opportunity to opt-out of receiving communications from us. If you are a member and have registered on the healthnet.com site, you may also change your email preferences in your profile.

• Change email preferences in your profile (For Health Net member’s only)

Please be aware that opting out of marketing or other communications will not apply to certain communications such as account status, website updates, or website functionality communications.

11. Contact Us

If you believe that Health Net is not following this privacy policy, you can file a complaint with us at the following address listed below, call the toll-free phone number on the back of your ID card or contact Health Net at 1-800-522-0088.

Health Net Privacy Office
Attention: Privacy Office
P.O. Box 9103
Van Nuys, CA 91409

Fax: (818) 676-8314

12. Your California Privacy Rights - Privacy Notice for California Residents

This Privacy Notice for California Residents supplements the information contained in California Health and Wellness (CHW) and Health Net, LLC’s (and it’s subsidiaries, collectively “Health Net”) Privacy Policy, and applies solely to all visitors, users, and others who reside in the State of California ("consumers" or "you"). We adopt this notice to comply with the California Consumer Privacy Act of 2018 (CCPA) and any terms defined in the CCPA have the same meaning when used in this notice.

Information We Collect

Our Website collects information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or device ("personal information"). In particular, the Website may have collected the following categories of personal information from its consumers within the last twelve (12) months:

Category	Examples	Collected
A. Identifiers	A real name, alias, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name, Social Security number, driver's license number, passport number, or other similar identifiers.	YES
B. Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e)).	A name, signature, Social Security number, physical characteristics or description, address, telephone number, passport number, driver's license or state identification card number, insurance policy number, education, employment, employment history, bank account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information. Some personal information included in this category may overlap with other categories.	YES
C. Protected classification characteristics under California or federal law	Age (40 years or older), race, color, ancestry, national origin, citizenship, religion or creed, marital status, medical condition, physical or mental disability, sex (including gender, gender identity, gender expression, pregnancy or childbirth and related medical conditions), sexual orientation, veteran or military status, genetic information (including familial genetic information).	YES
D. Commercial information	Records of personal property, products or services purchased, obtained, or considered, or  other purchasing or consuming histories or tendencies.	NO
E. Biometric information.	Genetic, physiological, behavioral, and biological characteristics, or activity patterns used to extract a template or other identifier or identifying information, such as, fingerprints, faceprints, and voiceprints, iris or retina scans, keystroke, gait, or other physical patterns, and sleep, health, or exercise data.	YES
F. Internet or other similar network activity	Browsing history, search history, information on a consumer's interaction with a website, application, or advertisement.	NO
G. Geolocation data	Physical location or movements.	NO
H. Sensory data.	Audio, electronic, visual, thermal, olfactory, or similar information.	NO
I. Professional or employment-related information	Current or past job history or performance evaluations.	YES
J. Non-public education information (per the Family Educational Rights and Privacy Act (20 U.S.C. Section 1232g, 34 C.F.R. Part 99)).	Education records directly related to a student maintained by an educational institution or party acting on its behalf, such as grades, transcripts, class lists, student schedules, student identification codes, student financial information, or student disciplinary records.	NO
K. Inferences drawn from other personal information.	Profile reflecting a person's preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.	NO

Personal information does not include:

• Publicly available information from government records.
• De-identified or aggregated consumer information.
• Information excluded from the CCPA's scope, like:
  • Health or medical information covered by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Confidentiality of Medical Information Act (CMIA) or clinical trial data;
  • Personal information covered by certain sector-specific privacy laws, including the Fair Credit Reporting Act (FRCA), the Gramm-Leach-Bliley Act (GLBA) or California Financial Information Privacy Act (FIPA), and the Driver's Privacy.

Use of Personal Information

We may use or disclose the personal information we collect for one or more of the following business purposes:

• To fulfill or meet the reason you provided the information. For example, if you share your name and contact information to request a price quote or ask a question about our products or services, we will use that personal information to respond to your inquiry. If you provide your personal information to purchase a product or service, we will use that information to process your payment and facilitate delivery. We may also save your information to facilitate new product orders or process returns.
• To provide, support, personalize, and develop our Website, products, and services.
• To create, maintain, customize, and secure your account with us.
• To process your requests, purchases, transactions, and payments and prevent transactional fraud.
• To provide you with support and to respond to your inquiries, including to investigate and address your concerns and monitor and improve our responses.
• To personalize your Website experience and to deliver content and product and service offerings relevant to your interests, including targeted offers and ads through our Website, third-party sites, and via email or text message (with your consent, where required by law).
• To help maintain the safety, security, and integrity of our Website, products and services, databases and other technology assets, and business.
• For testing, research, analysis, and product development, including to develop and improve our Website, products, and services.
• To respond to law enforcement requests and as required by applicable law, court order, or governmental regulations.
• As described to you when collecting your personal information or as otherwise set forth in the CCPA.
• To evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of the Health Net’s assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by Health Net about our Website users is among the assets transferred.

Health Net will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes without providing you notice.

Sharing Personal Information

Health Net may disclose your personal information to a third party for a business purpose. When we disclose personal information for a business purpose, we enter a contract that describes the purpose and requires the recipient to both keep that personal information confidential and not use it for any purpose except performing the contract.

We may share your personal information with the following categories of third parties:

• Service providers.
• Data aggregators.

Disclosures of Personal Information for a Business Purpose

In the preceding twelve (12) months, Health Net has disclosed the following categories of personal information for a business purpose:

• [Category A: Identifiers.]
• [Category B: California Customer Records personal information categories.]

Disclosures of Personal Information for a Business Purpose

In the preceding twelve (12) months, Health Net has disclosed the following categories of personal information for a business purpose:

• [Category A: Identifiers.]
• [Category B: California Customer Records personal information categories.]

Your Rights and Choices

The CCPA provides consumers (California residents) with specific rights regarding their personal information. This section describes your CCPA rights and explains how to exercise those rights.

1. Access to Specific Information and Data Portability Rights
   You have the right to request that Health Net disclose certain information to you about our collection and use of your personal information over the past 12 months. Once we receive and confirm your verifiable consumer request, we will disclose to you:
   • The categories of personal information we collected about you.
   • The categories of sources for the personal information we collected about you.
   • Our business or commercial purpose for collecting or selling that personal information.
   • The categories of third parties with whom we share that personal information.
   • The specific pieces of personal information we collected about you (also called a data portability request).
   • If we disclosed your personal information for a business purpose, we will identify the personal information categories that each category of recipient obtained.
     Submit your request online here
2. Deletion Request Rights
   You have the right to request to have Health Net delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.
   Health Net may deny your deletion request if retaining the information is necessary for us or our service provider(s) to:
   • Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you.
   • Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
   • Debug products to identify and repair errors that impair existing intended functionality.
   • Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
   • Comply with the California Electronic Communications Privacy Act (Cal. Penal Code § 1546 et. seq.).
   • Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information's deletion may likely render impossible or seriously impair the research's achievement, if you previously provided informed consent.
   • Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us.
   • Comply with a legal obligation.
   • Make other internal and lawful uses of that information that are compatible with the context in which you provided it.
     Submit your request online here
3. Exercising Access, Data Portability, and Deletion Rights
   To exercise the access, data portability, and deletion rights described above, please submit a verifiable consumer request to us by either: Calling us at (800) 522-0088
   Only you, or a person registered with the California Secretary of State that you authorize to act on your behalf, may make a verifiable consumer request related to your personal information. You may also make a verifiable consumer request on behalf of your minor child. You may only make a verifiable consumer request for access or data portability twice within a 12-month period.
   The verifiable consumer request must:
   • Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative.
   • Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it. We cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. Making a verifiable consumer request does not require you to create an account with us.
     
     We will only use personal information provided in a verifiable consumer request to verify the requestor's identity or authority to make the request.
     Submit your request online here  
4. Response Timing and Format
   We endeavor to acknowledge and respond to a verifiable consumer request within ten (10) days; with fulfillment of the request (45) days of its receipt. If we require more time (up to [90] days), we will inform you of the reason and extension period in writing. If you have an account with us, we will deliver our written response to that account. If you do not have an account with us, we will deliver our written response by mail or electronically, at your option.
   Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request's receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance.
   We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.
5. Personal Information Sales Opt-Out and Opt-In Rights
   We endeavor to acknowledge and respond to a verifiable consumer request as soon as feasibly possible, but no later than within fifteen days (15) days with fulfillment of its receipt. If you are 16 years of age or older, you have the right to direct us to not sell your personal information at any time (the "right to opt-out"). We do not sell the personal information of consumers we actually know are less than 16 years of age, unless we receive affirmative authorization (the "right to opt-in") from either the consumer who is between 13 and 16 years of age, or the parent or guardian of a consumer less than 13 years of age. Consumers who opt-in to personal information sales may opt-out of future sales at any time.
   To exercise the right to opt-out, you (or your authorized representative) may submit a request to us by emailing CCPARequests@healthnet.com. Once you make an opt-out request, we will wait at least twelve (12) months before asking you to reauthorize personal information sales. However, you may change your mind and opt back in to personal information sales at any time by emailing CCPARequests@healthnet.com.
   You do not need to create an account with us to exercise your opt-out rights. We will only use personal information provided in an opt-out request to review and comply with the request.
   Submit your request online here

Non-Discrimination

We will not discriminate against you for exercising any of your CCPA rights. Unless permitted by the CCPA, we will not:

• Deny you goods or services.
• Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties.
• Provide you a different level or quality of goods or services.
• Suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services.

Other California Privacy Rights

California's "Shine the Light" law (Civil Code Section § 1798.83) permits users of our Website that are California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To make such a request, please send an email to CCPARequests@healthnet.com or write us at: Health Net, LLC Privacy Office, PO Box 9103, Van Nuys, CA 91409.

Changes to Our Privacy Notice

Health Net reserves the right to amend this privacy notice at our discretion and at any time. When we make changes to this privacy notice, we will post the updated notice on the Website and update the notice's effective date. Your continued use of our Website following the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions or comments about this notice, the ways in which Health Net collects and uses your information described below and in the Privacy Policy, your choices and rights regarding such use, or wish to exercise your rights under California law, please do not hesitate to contact us at:

You may contact us for such information at 1-800-522-0088 or you may submit your request online.

Submit your request online here  (this will be re-direct to the NEW CCPA form url)

 

Postal Address:

Health Net, LLC – Privacy Office
Attn: Privacy Official
P.O. Box 9103
Van Nuys, CA 91409

Phone: (800) 522-0088
Website: www.healthnet.com
Email: Privacy@healthnet.com

Last Updated: 09/19/2019

Confidentiality Guideline

Health Net, LLC and all of its subsidiaries/affiliates (collectively, "Health Net") have adopted a strict guideline regarding the confidentiality of certain information provided to Health Net associates. This guideline applies to all Health Net associates as described below:

All Associates are prohibited from any unauthorized access to, use or disclosure of patient   ("Member") or health care provider information, Health Net proprietary information, including, but not limited to, medical records, claims, benefits or other administrative data that is personally identifiable, in addition to, Health Net quality improvement programs, reports, and disease management information (hereinafter, collectively referred to as "Confidential Information"). 

Associates must hold in strict confidence, and not copy, disclose or permit the disclosure to any person, other than as stated in Health Net's Notice of Privacy Practices, any Confidential Information. Associates must comply with all Health Net policies and procedures concerning the safeguarding of all Confidential Information. Associates must comply with all applicable state and federal laws and regulations regarding Confidential Information.n.