Because e-mail via the Internet is not secure, you may want to request that a written response be sent to you in lieu of an e-mail response, if personal or sensitive information is to be transmitted. You will need to indicate it on the contact form to request written correspondence be sent via the United States Postal Service. We will respond to requests for written responses within 7 business days.
If you send e-mail to us directly and do not use the contact form:
Please do not include any health or claim-related information in your e-mail correspondence. This includes Medicare numbers, Social Security numbers, personal medical information, or other confidential items. If you have a question about a specific claim, please call or write to our office.
If we are unable to determine the source of any e-mail, we will send a return message requesting identification of the sender. Please note that we cannot accept attachments with e-mail correspondence.
Privacy and Security Policy
Members – Users who currently have health insurance coverage with CHA can access our web site to conduct transactions such as check claim status, request additional ID cards, verify benefit information, and pay premiums. Prior to utilization of these services,CHA may ask for personal information (such as date of birth, social security number, name, address with zip code, telephone number and e-mail address) to verify appropriate usage. This information is collected during registration, and the member will select a unique user ID and Password as well as answer security questions to validate the member’s identity. After you have selected your User ID/Password and associated security questions, you will be able to sign on and use the features of the Member Portal.CHA, its employees or affiliates will not have access to your user name and password that you create. If you encounter any issues with the registration process or accessing the services available on our web site, please contact CHA immediately via the Member contact number shown in the “Contact Us” section of the webpage.
Members Under 13 Years of Age – CHA often covers minor dependents through their parent or legal guardian’s health insurance policy. Children under the age of 13 can access our site as guests. Should they wish to use a service or feature available through the CHA web site, we require that they do so with the permission of their legal guardian (i.e. user name and password of legal guardian). CHA will not knowingly collect or use any personal information regarding a user under the age of 13 without the consent of a parent or guardian. Should you have any additional questions, please use the Contact Form in the “Contact Us” section of the website.
E-Mail (Requests and Submissions) – Many of our members and guests may want to receive information such as new product offerings, health education, newsletters via email. CHA does collect email addresses on members and guests to provide this type information electronically. CHA will also utilize email to members and guests so we can perform surveys and/or gather other general information. Members or guests who do not want to receive electronic information or surveys may opt-out, as set forth below.
Statistical Data – CHA continually strives to enhance the features and services that are offered to our web site users. In an effort to determine the effectiveness and functionality of our web site, we monitor aggregated data regarding the use of our web site. For instance, we track the number of visits to a certain page; direct links from other web sites; and frequency of usage for independent services (i.e. claim status, application for coverage, etc). Questionnaires or surveys, during usage, are sometimes utilized to develop and improve the services offered. Although questionnaires and surveys assist CHA in enhancing the services offered through our web site, we understand that not everyone is comfortable participating. Therefore, questionnaires and surveys are not mandatory for our users and allow the user to choose not to participate. We may share statistical data with our affiliates, brokers, and providers for marketing purposes and the improvement and promotion of our web site services. Although we reserve the right to share this information as indicated above, this statistical data, including questionnaires and surveys, does not contain any personal information that could disclose the user’s identity.
Disclosure of Non-Public Personal Information: We restrict access to nonpublic personal information unless it is needed to complete a transaction that our member has authorized (i.e. claims administration, adjustment and management; detection, investigation or reporting of actual or potential fraud; misrepresentation or criminal activity; underwriting; policy placement or issuance; loss control; ratemaking and guaranty fund functions; reinsurance and excess loss insurance; risk management; case management; disease management; quality assurance and improvements; utilization review, actuarial, scientific, medical or public policy research; grievance procedures, audits, etc). Information is shared with entities (i.e. providers and vendors) that assist CHA in supplying products and services to our members or that promote products and services on behalf of CHA. Information is provided to nonaffiliated third parties as required or allowed by federal and state law. CHA maintains physical, electronic, and procedural safeguards that comply with federal regulations to guard your nonpublic personal information.
We reserve the right to disclose personal information to entities that perform marketing services (i.e. brokers) on our behalf or to other institutions with which we have joint marketing agreements. CHA requires each entity to execute a Confidentiality Agreement prior to disclosure. The following information may be shared:
- name, address and telephone number;
- social security number and date of birth;
- policy coverage, benefits, premiums and payment history; and
- limited medical information (i.e. provider name, date of service, referral and authorization information, primary care physician).
Retention of Information Collected: Any non-public personal information collected and maintained from this Web site will be retained for a minimum of six years from the date the information is received unless you perform a function on our Web site that requires the use of this information at a later date. In that case, the information will be retained for a minimum of six years from the date the information was last used in a function on the Web site. When required by federal or state law, there may be some instances in which your information will be retained longer than six years.
Your browser software can be set to disallow all cookies. Instructions on setting your browser to reject cookies are usually located in the “Help” section of the toolbar, depending on your browser type. If you choose not to accept our cookies, you should still be able to access most of the public areas of our site, although some of the features of interactive sections may be limited, and we will not be able to authenticate you for the non-public secure sections where a logon is required.
Spyware: Spyware refers to types of software programs, downloaded to a consumer’s personal computer either as a stand-alone application or as part of a software bundle, that collect (i) information about a consumer’s internet activities or (ii) other personal information, without providing meaningful notice to the consumer or obtaining the consumer’s consent. Spyware may gather personally identifiable information, such as e-mail addresses and credit card information, and may even alter personal computer settings. Spyware is often extremely difficult to remove once installed. CHA believes that Spyware is a threat to consumer privacy and forbids any employee, agent, partner, affiliate or contractor to deploy or use Spyware.
Opt-Out CHA provides its members and users the opportunity to ‘‘opt-out’’ of having their information used for purposes not related to the CHA Web site when CHA requests such information. Users who wish to opt-out can do so by contacting us via the Member contact number shown in the “Contact Us” section of the webpage. This opt-out only applies to information collected during the web site registration process and does not affect information obtained by CHA by any other means. CHA will not use your information collected by the CHA Web site for marketing purposes unless allowed by State and Federal Law.
Correction/Updating Personal Information If the personally identifiable information of a user of our services changes or a group’s information changes, or if the user or group no longer desires to use the services on this web site, CHA will endeavor to provide a way to correct, update or remove that user’s personal data. Personal data that is removed from our systems cannot be removed from backup files stored prior to your request. To correct or update personal information, contact CHA via the Member contact number shown in the “Contact Us” section of the webpage.
Security CHA takes precautions to protect its users’ personal non-public information. When users submit sensitive information to CHA, the information is protected both online and off-line.
When the registration/login form asks users to enter sensitive information, that information is encrypted and is protected with the encryption software, specifically 128 bit encryption (High), which may be updated from time to time. While on a secure page, such as the login page, the lock icon on the bottom of web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to unlocked, or open, when you are just ‘‘surfing’’.
While CHA uses SSL encryption to protect sensitive information online, CHA protects user-information off-line. Only employees who need the information to perform their jobs are granted access to personally identifiable information. CHA employees must use password-protected screen-savers when they leave their desk. When they return, they must re-enter their password to re-gain access to your information. Furthermore, all employees are kept up-to-date on CHA security and privacy practices. Finally, the servers that store personally identifiable information are kept in a secure environment.