Wellmark online services privacy policy

This Online Services Privacy Policy ("Privacy Policy" or "Policy") describes our practices in connection with information we collect through the online and mobile websites, platforms, services and applications that we own or operate and that contain a link to this Privacy Policy (collectively, "Online Services").

As used in this Policy, terms such as "we," "us," "our," and "Company" refer to current and future affiliated entities, subsidiaries, agents, contractors or vendors of Wellmark, Inc., including but not limited to Wellmark, Inc., Wellmark Health Plan of Iowa, Inc., Wellmark of South Dakota, Inc., Wellmark Advantage Health Plan, Inc., First Administrators, Inc. and any other affiliates, subsidiaries or related entities.

By using the Online Services, you consent to our collection, use, disclosure and storage of information as described in this Privacy Policy. You also agree to the Online Services Terms of Use.

This Privacy Policy covers:

• Health Insurance Portability and Accountability Act - Administrative Simplification (HIPAA-AS)
• When this Online Services Privacy Policy applies
• What information we collect about you
• How we use your information
• How we share your information
• How to manage your information
• Children
• Change in privacy practices
• Accuracy
• Social media disclaimer
• Privacy act statement
• Effective date
• Contact information

Health Insurance Portability and Accountability Act - Administrative Simplification (HIPAA-AS)

This policy applies to Online Services Wellmark offers. In addition to this Online Services Privacy Policy, you should review Wellmark’s Notice of Privacy Practices. This Notice is required by the federal privacy law that applies to health insurance issuers and others in the healthcare industry that collect, receive, use, and exchange Protected Health Information. This law is called the Health Insurance Portability and Accountability Act – Administrative Simplification (HIPAA-AS). The Notice of Privacy Practices applies to Protected Health Information that Wellmark collects about you through interaction with our Online Services. It also applies to Protected Health Information we collect about you through other means.

Privacy Practices Notice

When this Online Services Privacy Policy applies

Our Policy applies to Online Services that we own or operate, and that contains a link to this Privacy Policy. This includes, wellmark.com, mywellmark.com, shop.wellmark.com and any other websites or mobile apps operated by Wellmark. This notice of Wellmark's privacy practices pertains to and governs only information Wellmark collects from you through the Internet, including software application downloads and online purchasing of products or services. This Policy applies when you use the Online Services including when you register for an account, solicit a health insurance quote, prepare or submit a health insurance application directly or on behalf of another individual, use the Online Services, update your communication preferences, respond to a survey or provide other feedback about the Online Services or contact us with questions or comments about the website.

This Online Services Privacy Policy does not pertain to, or govern, Wellmark's collection, use, storage or protection of any personal information you submit to us via any other means, including, without limitation, by phone, e-mail other than through this website and the U.S. Mail. It does not apply to websites that do not contain a link to this Online Services Privacy Policy. Wellmark cannot control the privacy policies of websites you may access through this website that are not owned or operated by Wellmark or that are hosted by service providers of Wellmark. To determine the privacy practices of those websites, you must refer to the privacy policies, if any, associated with those websites. The inclusion of a link on our Online Services or the ability to utilize a third-party website or software application through our Online Services does not imply that we endorse or otherwise monitor the privacy or security practices of that third-party website or software application or the accuracy of its content, and your use of the third-party website or software application is governed by the third-party's privacy policy.

What information we collect about you

There are two ways we collect information about you when you use our Online Services. First, you may provide information directly to us. If you provide information to Wellmark through one of its website applications — for example, filling out a form or registering for one of our secure sites — that information shall be used in the normal course of business to provide services to you or on your behalf. The information will not be shared with any non-affiliated third party, other than for health care payment, treatment or to provide or improve our services. We and our service providers may combine information we collect about you with information that we collect about other users of our services and share it in a form that does not identify you personally. We and our service providers may use aggregated information or other information you disclose to us for the purposes described in this Privacy Policy.

Second, we automatically collect information about your use of the Online Services. We and our service providers may automatically collect information when you use the Online Services, including cookies, tokens, tags, web logs, web beacons, scripts and web server logs to gather automatically collected information and may aggregate this information from visitors of our Online Services or to enable certain features of our Online Services. This may include demographic data, technical information about the technology (e.g., mobile phone, desktop computer) you use to connect to the Online Services, web browser information, your IP address and browsing behavior such as pages visited and how often they are visited (collectively, "Activity Information"). We may also use third-party analytics companies to provide these services. Activity Information is captured using various technologies and may include cookies. "Cookies" are small text files that may be placed on your computer or mobile device when you visit an Online Service or click on a URL using your web browser. Cookies may include "single-session cookies" which generally record information during only a single visit to a website and then are erased, and "persistent" cookies which are generally stored on a computer or mobile device unless or until they are deleted or are set to expire.

This may include demographic information, track the internet address of the domains from which people visit us, and certain information about your device such as web browser information and server log files collected by us or provided by you. Wellmark, our service providers and business associates may analyze this data for trends and statistics. Sometimes the individual user remains anonymous. In other situations, where it is necessary to identify you for the user experience, and it is necessary to deliver online information that specifically pertains to you, we may use technology that allows us to identify you as the user. If you access this website or use a Wellmark software application from a geo-aware enabled mobile device, then we may collect data regarding your location.

How we use your information

The information we and our service providers collect and analyze is used to operate and improve the service we provide to you and will not be shared with any non-affiliated third party, except for website analytics, health care payment, treatment or operations, or to provide or improve our services. We reserve the right to share any information we collect about you with these non-affiliated third parties, as permitted by law, provided they commit not to use the information for purposes inconsistent with this Privacy Policy. We may use your information:

• To respond to an email, chat or other instant message or particular request from you.
• To communicate with you.
• To provide you with content, services, and functionality through our Online Services or other services that we may offer.
• To process an application for a product or service as requested by you.
• To provide or exchange information with applicable government programs or agencies or your employer who sponsors your health coverage.
• To authenticate you on any portion of our Online Services and with vendors acting on our behalf.
• To administer surveys and promotions.
• To personalize your experience on our Online Services.
• To provide you with informational or promotional offers, as permitted by law, that we believe may be useful to you, such as information about products or services provided by us or other businesses.
• To perform analytics and to improve our products, Online Services, and advertising;
• To facilitate the provision of software updates and product support.
• To improve products and other services related to Online Services or to provide services or technologies to you.
• To comply with applicable laws, regulations, and legal processes.
• To protect someone's health, safety, or welfare.
• To protect our rights, the rights of affiliates or related third parties, or to take appropriate legal action, such as to enforce our Terms of Use.
• To keep a record of our transactions and communications.
• As otherwise necessary or useful for us to conduct our business, so long as such use is permitted by law or for any other purpose with your consent.

We may use any contact information you provide to us through Online Services or other channels to contact you, including any email address, telephone number, cell phone number or fax number. We may communicate, electronically or via telephone, with you about your benefit plan, programs, products or services that are or may be available to you in connection with your transactions with us including, but not limited to, Online Services updates, account information, general wellness, prescription or appointment reminders, general health information, newsletters, and surveys. These electronic communications may contain protected health information.

We may, when permitted, combine your Information with other information, whether online or offline, maintained or available to us from you or from other sources, such as from our vendors, and we may use and disclose combined data for the purpose described in this Section or for internal business purposes. We may, when permitted, use and disclose de-identified and aggregated data for any purpose, which may include, without limitation, disclosures to third parties for analytics purposes such as evaluating the Online Services and providing additional benefits, programs and services.

We gather Activity Information about you to improve the quality of our services, such as the best method and time to contact you. Without limiting the other ways in which we may use Information as described herein, we may otherwise use and disclose your Activity Information unless restricted by this Policy or by law. Some examples of the ways we use your Activity Information include:

• Customizing your experiences, including managing and recording your preferences.
• Authenticating your account information.
• Marketing, product development, and research purposes.
• Tracking resources and data accessed on the Online Services.
• Developing reports regarding Online Service usage, activity and statistics.
• Assisting users experiencing problems with our services.
• Updating and servicing our Online Services.
• Enabling certain functions and tools on the Online Services.
• Tracking paths of visitors to the Online Services and within the Online Services.

As described above, we may use tracking technologies that allow us to recognize your device when you return to our Online Services within a period of time, as determined by us, and to support automatic login to your Online Services. To maintain your privacy, you should affirmatively log out of your account prior to your session ending (whether you end your session or we end your session. For example, if our Online Services has "timed out" - i.e., we have ended your session automatically after a period of inactivity as determined by us in our sole discretion). Unless you affirmatively log out of your account, you may be automatically logged back in the next time you or any user of your devices visits the Online Services.

How we share your information

We will only share your Information with third parties as outlined in this Policy, our Notice of Privacy Practices and as otherwise permitted by law or as permitted with your consent.

We may share Information if all or part of Wellmark is sold, merged, dissolved, acquired or disbanded to any extent in a similar transaction, or in connection with steps that may need to be taken in anticipation of such events.

We may share Information in response to a court order, subpoena, search warrant or to comply with law or regulation. We may cooperate with law enforcement authorities in investigating and prosecuting activities that are illegal, violate our rules or may be harmful to other users of our Online Services.

We may also share Information within Wellmark, including among affiliates, or with our parent company or subsidiaries.

We may also share Information with other third-party companies with which we have a business relationship or hire to perform services on our behalf. For example, we may hire a third-party company to help us send and manage email or text messages and we might provide that third-party company with your email address or mobile phone number and certain other Information for them to send you an email or text message on our behalf. Similarly, we may hire third-party companies to host or operate some of our Online Services and related computers and software applications.

When we use cookies and tracking technologies to gather automatically collected information, this information may be shared with the third-party technology providers who develop such technologies, and this information may be used to promote our services and products. We will not sell or share your Personally Identifiable Information with any third party for that third party’s own direct marketing purposes without your express consent.

How to manage your information

Cookies and tracking technologies

You can manage cookie preferences and opt-out of having cookies and other similar collection technologies used by adjusting the settings on your browser or interface. All browsers and interfaces are different, so visit the “help” section of your browser or interface to learn about cookie preferences and other privacy settings that may be available. It is up to you whether to allow us or third parties to send you or to set cookies, but if you block cookies, you may not be able to view or access some of the features of our website.

Geo location

You may withdraw consent to use precise, real-time or network location data at any time by turning off the location-based feature on your mobile device or by not using any location-based features. If you withdraw your consent, functionality associated with precise, real-time, or network location (e.g., navigation) will no longer work.

Clear your browser history

As a general practice, after you sign off from Wellmark websites consider clearing your browser's cache to ensure your privacy. This is especially important if you are using a public or shared device. As you use any website, pages, images and files that you browse, view or download may be stored on your computer by your web browser to enhance speed and performance.

Clearing your browser's cache ensures that these local copies are removed and thus no longer stored on the device you are using. Review your device and/or browser instructions to clear your cache.

Communication preference management

Our Online Services may permit you to select how you would like to receive certain communications. You can view and update your communication preferences in your account/profile settings after logging in to the Online Services.

We may offer mobile applications that enable us to communicate with you through push notifications. Where mobile applications are offered, you may be able to manage push notifications in your mobile phone or tablet settings. You may also be able to control preview settings in your email applications.

If you need additional assistance in opting out of a communication, please contact us at the number on the back of your Wellmark ID card for assistance. Please be aware that opt-outs may not apply to certain types of communications, such as account status, Online Service updates or other communications required by law to be delivered to you, or which are necessary to perform services you are entitled to as a customer.

Opting in/opting out

You can limit the information you provide to Wellmark. You can also limit the communications that Wellmark sends to you. To opt-out of marketing emails, click "unsubscribe" at the bottom of marketing emails we send you. If you are a covered member, please note that even if you opt-out of receiving marketing material, we may still need to contact you with important information about your account or your products. For example, even if you opt-out of marketing emails, we will still send you a confirmation when you use your Wellmark products or services (such as important information about your account, payment, benefits or claims).

When you register with us

When you become a registered user on one of our secure portals, we ask you to create a personal, private user ID and password. It is your responsibility to keep these confidential:

• Do not share your user ID and password with anyone.
• Never write your password on something others may see.

Children

Wellmark does not intend to collect any information from children via use of our Online Services. If you believe a child is using our Online Services, please contact us at privacyoffice@Wellmark.com so we can investigate and delete any inappropriate information.

Change in privacy practices

Wellmark reserves the right to make changes to its privacy practices and the terms of this Online Services Privacy Policy at any time, in its sole discretion. Before Wellmark makes a significant change in its website privacy practices, we will change this notice and post it on this site at the time of the change. Wellmark reserves the right to make the new terms effective for all personal information which Wellmark maintains, including personal information that we created or received before Wellmark made the changes. This notice is not intended to and does not create any contractual or other legal right in or on behalf of any party, including you. Wellmark recommends that you revisit this notice from time to time to determine what, if anything, has changed since your last visit.

Accuracy

We do our best to maintain the accuracy of personal information you provide to us. We are working on tools that will allow you to review and update your information in the future. If you would like to change or correct your personal information, please contact us at the number on the back of your Wellmark ID card.

Social media disclaimer

Wellmark maintains several social media channels to engage with our members, customers and community. We encourage you to read, share, follow us and provide commentary on Facebook^®, Instagram^®, LinkedIn^®, X^®, YouTube^® and other Social Media Sites ("Social Media Site"). Before you post (i.e. - comment, direct message, mention, etc.), please make sure you read our social media disclaimer:

We are under no obligation to screen or monitor your posts or any user content; however, we reserve the right to monitor engagement to ensure that you stay on topic, are courteous and avoid making offensive comments. Your posts and user content must adhere to the following requirements and cannot:

• Contain any third-party material including logos, drawings, tattoos, photographs, pictures, sculptures, paintings and other images or works of art, phrases, trademarks, trade secrets or other items without explicit, prior, written permission to use such materials.
• Contain sexually explicit, graphic, gratuitous or unnecessarily violent content or defamatory or derogatory content against any ethnic, racial, gender, religious, sexual orientation, professional or age group, or contain any pornographic or nude material.
• Contain any private information about yourself or any other individual, including without limitation, information related to the health of the individual, financial information about the individual or any identification or account numbers related to the individual, with or without their permission or consent.
• Contain any software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software, hardware or telecommunications equipment.
• Contain any advertising, promotional materials, "junk mail," "spam," "chain letters," "pyramid schemes" or promote illegal activity and/or illegal contests, sweepstakes, gambling, including any online casino, sports books, bingo, poker or any other form of solicitation.

We reserve the right to remove off-topic contributions, delete offensive comments or remarks, block offensive contributors and delete actual or suspected spam content from any Social Media Site.

Please be aware that once you post something online, there is the potential for numerous individuals to read your words, even years from now. Therefore, we suggest that you exercise caution when posting on any Social Media Sites and that you not disclose information like your location, medical record number, personal medical information, financial information, etc.

We are not responsible for the content of any comments or responses posted by others to any Online Service or Social Media Site we manage or monitor. We do not control content adjacency of any marketing or advertising displayed on our pages by social media or third-party organizations.

Please remember that content posted on any of our social media profiles or platforms is for general informational purposes only and should not be considered medical advice and should not replace a consultation with your health care or financial professional. Always consult an appropriate health care or financial professional for your specific needs. If you are experiencing a medical emergency, call 9-1-1 or your local emergency number. Some treatments mentioned on social media formats may not be covered by your health plan. Please refer to your benefit plan documents for information about coverage.

We may respond to any post or user content. To protect privacy, we may be required to move conversations to a secure channel and route the issue to the appropriate person or department. Any further questions about your account, claims, benefits or requests for additional information can be addressed through the Wellmark Contact Us page, visiting your myWellmark® account or calling the toll-free phone number on your member ID.

All trademarks are the property of their respective owners.

Privacy act statement

This subsection is applicable to users of shop.wellmark.com who select a plan and click “Enroll in this Plan.”

Permission for information submitted

By submitting this application, you represent that you have permission from all the individuals whose information is included in the application to both submit their information to Wellmark, HealthSherpa, and the Marketplace, and receive any communications regarding their eligibility and enrollment.

Wellmark, an Upstream Issuer Enhanced Direct Enrollment Entity, and Wellmark’s Primary Enhanced Direct Enrollment Entity, HealthSherpa, are authorized to collect the information on this form and any supporting documentation, including Social Security numbers, under the Patient Protection and Affordable Care Act (Public Law No. 111-148), as amended by the Health Care and Education Reconciliation Act of 2010 (Public Law No. 111-152), and the Social Security Act, and under agreements Wellmark and HealthSherpa have entered into with CMS.

Wellmark, HealthSherpa and the Marketplace need the information provided about you and the other individuals listed on this form to determine eligibility for:

• Enrollment in a qualified health plan through the Federal Health Insurance Marketplace®.
• Insurance affordability programs (such as Medicaid, CHIP, advance payment of premium tax credits, and cost-sharing reductions).
• Certifications of exemption from the individual responsibility requirement.

As part of that process, we will verify the information provided on the form, communicate with you or your authorized representative and eventually provide the information to the health plan you select so they can enroll any eligible individuals in a qualified health plan or insurance affordability program. We will also use the information provided as part of the ongoing operation of the Marketplace, including activities such as verifying continued eligibility for all programs, processing appeals, reporting on and managing the insurance affordability programs for eligible individuals, performing oversight and quality control activities, combating fraud and responding to any concerns about the security or confidentiality of the information.

While providing the requested information (including Social Security numbers) is voluntary, failing to provide it may delay or prevent your ability to obtain health coverage through the Marketplace, advance payment of the premium tax credits, cost-sharing reductions or an exemption from the shared responsibility payment. If you don't have an exemption from the shared responsibility payment and you don't maintain qualifying health coverage for three months or longer during the year, you may be subject to a penalty.

If you don’t provide correct information on this form or intentionally and deliberately provide false or fraudulent information, you may be subject to penalties and other enforcement actions.

To verify and process applications, determine eligibility, and operate the Marketplace, it will be necessary to share certain information we receive from outside CMS, including:

1. Other federal, state, and local agencies (IRS, SSA, DHS, Medicaid, CHI) may use the information to verify eligibility for health plans or federal benefits and to process appeals regarding eligibility determinations. The information provided will not be used for immigration law enforcement.
2. Other verification sources, including consumer reporting agencies.
3. Employers identified in eligibility determination applications.
4. Applicants/enrollees and authorized representatives.
5. Agents, brokers, and issuers of health plans certified by CMS.
6. CMS contractors hired for Marketplace functions.
7. Anyone else, as required by law or permitted by the Privacy Act System of Records Notice associated (CMS Health Insurance Exchanges System (HIX), CMS System No. 09-70-0560, amended, 78 Federal Register, 8538, March 6, 2013, and 78 Federal Register, 32256, May 29, 2013).

If you choose to apply for coverage through shop.wellmark.com, operated on Wellmark’s behalf by our EDE partner, HealthSherpa, your activity will also be governed by the security and privacy policies found at https://www.healthsherpa.com/privacy_notice. You may request that we limit the collection, creation, disclosure, access, maintenance, storage and use of your PII submitted through our EDE partner for the sole purpose of our assisting you in applying for health insurance or obtaining an eligibility determination, facilitating payment for your first premium, assisting you in updating or canceling your enrollment in a health insurance plan and for performing other authorized functions specified in our agreements with CMS. To request such a limitation, contact our privacy office using the contact information below.

Identity verification

To protect your privacy, you must complete identity verification before requesting higher account privileges. You consent for Experian®, a third-party identity verification provider, to access your personal information on behalf of CMS. Make sure you have correctly entered your legal name, current address, primary phone number, date of birth, and email address. We will collect personal information only to verify your identity through Experian

Identity verification involves Experian using information from your consumer report profile to confirm your identity. This process may add a "soft inquiry" to your Experian consumer report. Soft inquiries are visible only to you, are not presented to third parties, and do not affect your credit score. This inquiry will be titled "CMS Proofing Services" and will be removed from your Experian consumer report after 25 months.

You may need access to your personal and consumer report information because the Experian application will ask questions based on their data.

This statement provides the notification required by the Privacy Act of 1974 (5 U.S.C. § 552a(e)(3)).

Contact information

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

Phone: Toll Free –877-610-6395

Email: privacyoffice@wellmark.com

Postal Address:
Wellmark, Inc.
Privacy Office, Station 5W590
1331 Grand Avenue
Des Moines IA 50309-2901