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Please take a few minutes to read carefully the Terms and Conditions of Use and our Website Privacy Policy. Aetna Health Care, Inc. and each of its subsidiaries are collectively referred to hereafter as the “Company,” “we,” “our” or “us.”

Terms and Conditions of Use

Website Privacy Policy

Terms and Conditions of Use

Acknowledgment of the Company’s Terms and Conditions of Use

As a user of the Company’s web content and/or mobile application(s), it is imperative that you review and understand the Company’s policies concerning use of its websites contained within the Company’s "Terms and Conditions of Use" and "Website Privacy Policy."

By using the Company's websites and/or mobile application(s), you are consenting to the Terms and Conditions of Use and the Website Privacy Policy set forth below. Likewise, you acknowledge that use of the Company's websites and/or mobile application(s) is at your risk and discretion. If you do not agree to the terms and conditions of use, you may not access or otherwise use the Company’s websites and/or mobile application(s). As a condition of your use of this website and/or mobile application(s), you warrant and represent to the Company that you will not use this website and/or mobile application(s) for any purpose that is unlawful, violates any third party’s rights, or is prohibited by these terms, conditions, and notices.

The Company reserves the right at its sole discretion to modify the Terms and Conditions of Use and the Website Privacy Policy from time to time. Your continued use of the websites after any such modifications shall constitute your agreement to be bound by any such changes. The Company may modify, suspend or discontinue all or any portion of its websites without notice or liability.

You and Company agree that certain minimum hardware and software requirements must be met in order to conduct electronic transactions.

You may terminate your use of the Company's web content and/or mobile application(s) should you be unable to communicate electronically under these or any new technical requirements.

You understand that Company cannot and does not guarantee or warrant that any files which may be available for downloading through the Company’s websites and/or mobile application(s) will be free of computer viruses or other code that manifests contaminating or destructive properties. You are responsible for implementing sufficient procedures and checkpoints to satisfy your particular requirements for accuracy of data input and output, and for maintaining a means external to the Company's websites and mobile application(s) for the reconstruction of any lost data.

Disclaimer

The information contained on these websites (or presented during any online chat session) is for informational purposes only and no warranty is made that the information is error-free. The information contained within the Company’s web pages may be, at any time, outdated and may include inaccuracies and/or errors. Information may change at any time without notice.

NEITHER COMPANY, NOR ANY OF ITS SUBSIDIARIES, AFFILIATES, EMPLOYEES, AGENTS, LICENSORS OR CONTENT PROVIDERS MAKES ANY REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING ITS WEBSITES, THE CONTENT OR ANY SERVICE PROVIDED HEREIN. THE CONTENT AND SERVICES ARE PROVIDED ON AN "AS IS" BASIS AND COMPANY SPECIFICALLY DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE, WARRANTIES OF MERCHANTABILITY OR WARRANTIES AGAINST INFRINGEMENT. COMPANY, ITS SUBSIDIARIES, AFFILIATES, EMPLOYEES, AGENTS, LICENSORS AND CONTENT PROVIDERS SHALL NOT BE LIABLE FOR ANY DAMAGES OR LOSSES, INCLUDING, WITHOUT LIMITATION, INDIRECT, CONSEQUENTIAL, SPECIAL, INCIDENTAL OR PUNITIVE DAMAGES, LOST PROFITS, LOSS OF PROGRAMS OR DATA, OR INTERRUPTION IN BUSINESS ACTIVITY, RESULTING FROM OR CAUSED BY THE COMPANY’S WEBSITES, THEIR CONTENT, ANY SERVICES PROVIDED HEREIN OR THE DELAY OR INABILITY TO USE THE COMPANY’S WEBSITES, OR ANY INFORMATION, MATERIALS, SOFTWARE, PRODUCTS AND SERVICES OBTAINED THROUGH THIS WEBSITE, OR OTHERWISE ARISING OUT OF THE USE OF THIS WEBSITE FOR ANY PRODUCTS OR SERVICES OR HYPERTEXT LINKS TO THIRD PARTIES OR FOR ANY BREACH OF SECURITY ASSOCIATED WITH THE TRANSMISSION OF SENSITIVE INFORMATION THROUGH THE SITE OR ANY LINKED WEBSITE. WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF DAMAGES.

THE COMPANY DOES NOT REPRESENT OR ENDORSE THE ACCURACY OR RELIABILITY OF ANY ADVICE, OPINION, STATEMENT, OR OTHER INFORMATION DISPLAYED OR DISTRIBUTED THROUGH THE WEBSITE. YOU ACKNOWLEDGE THAT ANY RELIANCE UPON SUCH OPINION, ADVICE, STATEMENT, MEMORANDUM, OR INFORMATION SHALL BE AT YOUR SOLE RISK. THE COMPANY RESERVES THE RIGHT, IN ITS SOLE DISCRETION, TO CORRECT ANY ERRORS OR OMISSIONS IN ANY PORTION OF THE WEBSITE. THE COMPANY RESERVES THE RIGHT AT ALL TIMES TO DISCLOSE ANY INFORMATION AS NECESSARY TO SATISFY ANY LAW, REGULATION OR GOVERNMENT REQUEST, OR TO EDIT, REFUSE TO POST OR TO REMOVE ANY INFORMATION OR MATERIALS, IN WHOLE OR IN PART, THAT IN COMPANY’S SOLE DISCRETION ARE OBJECTIONABLE OR IN VIOLATION OF THIS AGREEMENT.

Company does not assume any responsibility or risk for your use of the Company's web content, websites, or mobile application(s), is not responsible for any changes that may be required by your Internet Service Provider (ISP), and will in no event be liable to you or anyone else for any decision made or action taken by you or anyone else in reliance upon the information provided through Company's web content, websites, or mobile application(s).

Website Does Not Replace Professional Advice

Content and data within the Company’s websites (or presented during any online chat session) are to be used for informational purposes only and should not replace professional advice.

If you are a member of one of the Company’s health plans or an individual seeking information about the Company’s benefit plans, please note that independent decision-making is expected regarding matters pertaining to personal health, well being, and investment. In other words, the information on the website should not and cannot be used in lieu of professional attention (e.g., a user should go to a family physician if concerned about an ailment and should not rely on this, or any other, website for diagnosis or treatment advice).

Not a Solicitation

Nothing within the Company’s websites is to be construed as an offer to sell or solicit insurance.

Products offered by the Company vary state-to-state and are subject to the requirements of each respective state and the terms and conditions of each policy. Not all products are available in all areas and some products may only be available for employer groups.

Mobile

Aetna Mobile includes any program or service accessed or used via your mobile device and the software modules operating within Company’s mobile environment and appearing on your mobile device that provide you access to a variety of content and services.

If you choose to participate in any program that involves the use of text messaging (either sending or receiving), the Company will not charge you for the text messaging; however, standard text messaging rates will apply to each text message sent or received as provided in your wireless rate plan (contact your carrier for pricing plans and details).

Regarding Claims, Benefits, and Medical Management

The information provided within the Company’s web pages (or presented during any online chat session) does not represent a guarantee of coverage or specific payment. All health plan benefits are subject to the terms, conditions and limitations of the specific policy issued, including, but not limited to, eligibility, pre-certification, exclusions and limitations, and medical necessity requirements. For further information on a policy and its limitations, please contact our customer service department at the number indicated for the health plan on the Company’s website or, if you are a member, on your health plan ID Card.

If you are a health care provider, nothing contained in the Company’s websites is intended to indicate a guarantee of reimbursement for a particular service rendered or member seen. As a health care provider, your relationship with Company is governed by the terms and conditions of your participating provider agreement with Company. If you submit any information to Company via any of Company’s website’s, then by submitting such information you certify that such submitted information is true and accurate. The submission of false or misleading information will be subject to action by Company and/or appropriate law enforcement.

Intellectual Property

The Company’s website addresses and all content and images contained within the websites, as well as all copyright, trademark, trade dress and other rights therein, are owned or licensed by the Company and its affiliates. Nothing contained on the Company’s websites should be construed as granting, by implication, estoppel or otherwise, any license or right in or to such information or trademarks without the express written permission of the Company. You agree not to copy, use or otherwise infringe upon any trademarks or service marks contained in the Company’s websites. You further agree that you will not alter or remove any trademark, copyright or other notice from any copies of the information downloaded from the Company’s websites.

Third Party Websites

The Company’s websites may contain links to third party websites. These links are provided for your convenience and the Company is not to be held responsible for information contained in any third party websites, regardless of whether there are connections to or from the Company via hyperlinks and/or pointers. The Company does not have control over any information on any other organization’s website(s).

When leaving the Company website to visit another website we recommend that you review that third party’s terms and conditions of use and privacy policy. If you leave the Company’s website via a link, please remember:

The Company does not endorse the content and accuracy of the websites you are about to visit, and therefore, disclaims responsibility for their content and accuracy;

The Company does not make any express or implied warranties, representations or endorsements whatsoever with respect to the linked websites you visit;

In no event will the Company be liable to you or to anyone else for any decision made or action taken by you or anyone else in reliance on results obtained from information available from any websites for which we provide a link; and

The Company Plan is not to be held responsible for information contained in Third Party websites whereby there is a connection to or from the Company via hyperlinks and/or pointers.

Investor Relations

Certain information contained in the Investor Relations portion of www.cvh.com, www.cvty.com, or www.Aetnahealthcare.com may include forward-looking statements within the meaning of the Securities Act of 1933 and the Securities Exchange Act of 1934 as amended by the Private Securities Litigation Reform Act of 1995. All forward-looking statements are inherently uncertain as they are based on expectations and assumptions concerning future events and they are subject to numerous known and unknown risks and uncertainties which could cause actual events or results to differ materially from those projected. The forward-looking statements contained in this site include the intent, belief or current expectations of the Company and members of its senior management team with respect to the Company as well as the assumptions upon which such statements are based. Prospective investors are cautioned that any such forward-looking statements are not guarantees of future performance, and involve risks and uncertainties, and that actual results may differ materially from those contemplated by such forward-looking statements.

Your Representations

You represent, warrant and covenant that: (a) you shall not upload, post or transmit to or distribute or otherwise publish through the website any materials which (i) restrict or inhibit any other user from using and enjoying the website, (ii) are unlawful, threatening, abusive, libelous, defamatory, obscene, vulgar, offensive, pornographic, profane, sexually explicit or indecent, (iii) constitute or encourage conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate law, (iv) violate, plagiarize or infringe the rights of third parties including, without limitation, copyright, trademark, patent, rights of privacy or publicity or any other proprietary right, (v) contain a virus or other harmful component, (vi) contain any information, software or other material of a commercial nature, (vii) contain advertising of any kind, or (viii) constitute or contain false or misleading indications of origin or statements of fact; and (b) that you are at least eighteen (18) years old.

Your Indemnification

You hereby agree to indemnify, defend and hold the Company, and all its officers, directors, owners, agents, employees, information providers, subsidiaries, affiliates, licensors and licensees (collectively, the "Indemnified Parties") harmless from and against any and all liability and costs incurred by the Indemnified Parties in connection with any claim arising out of any misuse of this website or the foregoing representations, warranties and covenants, including, without limitation, attorneys fees and costs. You shall cooperate as fully as reasonably required in the defense of any claim. The Company reserves the right, at its own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you and you shall not in any event settle any matter without the written consent of the Company.

Service Contact

If you have any questions about this website or have technical problems in accessing information on our website, please contact us using the information provided on the Contact Us page.

Governing Law

The laws of the State of Maryland govern this terms and conditions of use policy. You hereby consent to the exclusive jurisdiction and venue of the state and federal courts within Montgomery County, Maryland for the resolution of all disputes arising out of use of this website. Use of this website is unauthorized in any jurisdiction that does not give effect to all provisions of these terms and conditions, including, without limitation, this paragraph. You agree that no joint venture, partnership, employment, or agency relationship exists between you and the Company because of this policy or use of the website. You agree not to combine any claim you have arising out of the Website Privacy Policy with the claims of others.

Invalidity

If any part of this policy is determined to be invalid or unenforceable pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the policy shall continue in effect.

Electronic Benefit Determinations to Members

If you elect to use My Online ServicesSM (MOS) and have selected the option to receive Explanation of Benefits (EOBs) forms electronically, then you agree to keep your email address up-to-date. You understand that failing to update your email address may result in delay of notification of benefit determinations. You agree to release the Company and hold it harmless from any consequences from your failure to update your email address. You also agree to receipt of the email notification instead of any paper claims determination notifications required by state or federal law. If you have elected to receive the EOBs electronically, you may also print them anytime by logging in to MOS. Your election to receive electronic EOBs will continue until you change your mailing preferences. You may change your mailing preferences at any time.

Aetna Health Care's Social Media Terms of Use

The purpose of the Company’s social media sites is to share up-to-date information with our members, agents, employers, providers, and the public (“Visitors”). All information, including comments, photographs, statements and opinions (“Content”) by Visitors on the Company’s social media sites does not reflect the opinions, policies and/or ideas of the Company and/or its employees, officers, and directors. The Company accepts no responsibility for the Content by Visitors, and the Company does not endorse this Content.

Visitors should not post, upload or attach Content that:

contains personal health information, financial and/or other private information of any person or entity;

is threatening, defamatory, pornographic, intimidating, abusive, obscene, discriminatory, indecent, misleading, and or harassing;

infringes and/or violates the copyright or intellectual property rights of a third party or person;

is spam or advertises or offers to sell personal goods, products and/or services;

is unlawful, illegal, and/or does not comply with the law; and/or,

contains viruses, worms or corrupted files.

The Company regularly monitors Visitor postings on its social media sites. The Company reserves the right, in its sole discretion, to remove at any time any Content posted by Visitors for any reason including if the Company deems such Content inappropriate.

The information provided by the Company on its social media sites is not intended to be used for medical advice, diagnosis or treatment. Always seek the advice of a qualified health care provider with any questions regarding personal health or medical conditions. Do not rely on anything you have read on any Company website page in deciding to seek or obtain medical advice, even if the person who posted the information claims to be a health care professional or otherwise. For issues related to health insurance claims, please contact customer service through the number on the back of your ID card. This site is not intended as a customer response/service site.

The Company appreciates Visitor feedback. By posting Content and files on the Company’s social media sites, Visitors understand that they are providing information voluntarily, with no expectation of compensation. The Company may use, modify, reproduce, and/or distribute these Materials and files for its own business purposes without payment and in accordance with applicable law.

Last revised January 13, 2012

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Website Privacy Policy

Information Collection

When you visit and navigate our websites and when you communicate with us via our websites, we will not collect personal information about you unless you provide us that information voluntarily. Any non-public personal information that you may provide via our websites will be used solely for the purpose stated on the web page where it is collected. (You may be able to update the information provided by sending an e-mail or updating your profile online, if applicable. Please refer to the specific pages where data is collected for more information.) By “personal information,” we mean data that is unique to an individual, such as a name, address, date of birth, or telephone number.

The Company will not sell, license, transmit or disclose personal information outside of the Company and its affiliated companies unless (a) expressly authorized by you, (b) necessary to enable the Company’s contractors (including third party service providers) or agents to perform certain functions for us, or (c) required or permitted by law. In all cases, we will disclose the information consistent with applicable laws and regulations and we will require the recipient to protect the information and use it only for the purpose it was provided.

Notice of Privacy Practices for Company’s Members

The Company appreciates the opportunity to provide health care benefits plans to our members and their families. In the course of providing the health care benefit plans we administer or offer, the Company must collect, use, and disclose nonpublic personal information.

The Company has adopted a Notice of Privacy Practices that describes the members’ rights with respect to their personal information and how the Company will use, disclose and protect such information. The Notice of Privacy Practices is available by clicking the link below.

Click here to obtain a copy of our Notice of Privacy Practices.

Security

The Company takes reasonable precautions to protect its website users and any information provided by those users. All data, correspondence, and responses that you, the user of this website, provide will be handled confidentially, both online and off-line. To protect from unauthorized access, data that you provide is safeguarded behind a secure firewall. Please note that data transmitted by e-mail is vulnerable to security breaches (see "E-mail").

Non-Personal Information

“Non-personal information” means information that does not permit us to specifically identify you by your full name or similar unique identifying information, such as social security number, member identification number, address or telephone number. Because non-personal information does not identify who you are, we do not limit the ways we may use or share non-personal information. For example, we may share non-personal information with our affiliates, suppliers, employees and agents, other businesses, and the government.

Tracking, Cookies, Web Beacons and Similar Devices

The Company may use and disclose to others information about you and your use of the website in ways that do not identify you, such as the type of browser you use, the files you request, the URL (Uniform Resource Locator) and geographic location from which you request information, the URL that you came from and go to and similar information, and information compiled in the form of statistical, demographic, or aggregated information about visitors generally to the website.

A “cookie” is an element of data that a website can send to your browser when you link to that website. It is not a computer program and has no ability to read data residing on your computer or instruct it to perform any step or function. The cookie does not extract other personal information about you, such as your name or address. Most internet browsers provide a simple procedure that will enable you to control whether you want to receive cookies by notifying you when a website is about to deposit a cookie file. Aetna and its third party partner may use cookies in conjunction with our website and/or their own sites and these cookies remain on your computer unless deleted by you. You may choose to not have your information collected.

To opt-out of Adobe web analytics information collection, please click here.

As you use the Company’s websites, we may collect session history to tailor your experience. Your session history keeps track of some of the pages you have viewed, the searches you have made, and the products and services you have viewed. If you do not want us to keep a record of the Aetna website pages you visit, you may opt-out of this information collection by clicking the opt-out link on this page. After you opt-out, no further information will be collected or used by us. All previously collected information will be retained by our systems to better personalize your Web experience and improve our services. No personal information from your session history is shared with third parties, except as described in this policy.

To opt-out, it is necessary to install a cookie on your browser. This cookie identifies that you have opted-out. If you delete the opt-out cookie, or if you change computers or Web browsers, you will need to opt-out again.

A “web beacon” is a small transparent gif image that is embedded in an HTML page or email used to track when the page or email has been viewed. Web beacons are similar to cookies in that they track your visit, and that data can only be read by the server designated to receive the data. A web beacon does not store any data on your computer and is not internet browser based. Aetna and its third party partner may use web beacons in connection with our website and/or their own sites and/or emails that you receive from us or them. Some of our websites offer a “Remember Me” feature. While your password information will not be saved as part of the “Remember Me” function, your username will be remembered and displayed each time you return to the particular website. Using this feature is optional and is provided for your convenience. If you are using a computer that may be accessed by multiple persons, you should not use the “Remember Me” function.

Behavioral Advertising

Aetna does not serve third-party advertising on its Applications. However, we do engage online advertising service providers to serve ads on other sites, based on web pages you may have visited or your search engine activity. See our Interest-based Ads Policy for more information and to opt out of interest-based advertisements. Currently, our Applications do not respond to "Do Not Track" signals from browsers.

Log Files

The Company uses IP addresses to analyze trends, to administer the site, to track user movement, and to gather broad demographic information for aggregate use. IP addresses, basically numeric web addresses used between computer servers, enable the Company to identify the Internet Service Providers (ISP) that web users utilize. This helps the Company with trending and market research. IP addresses are not linked to personally identifiable information.

Mobile

Mobile-specific information we collect

We may record your phone number. We record your phone number when you send it to us; ask us to remember it; or make a call or send a text message or SMS to or from the Company. Most of the other information we collect for mobile, such as your device and hardware IDs and device type, the request type, your carrier, your carrier user ID, the content of your request, and basic usage stats about your device and use of the Company’s products and services does not by itself identify you to us, though it may be unique or consist of or contain information that you consider personal. If you use location-enabled products and services, such as Google Maps for mobile, you may be sending us location information. This information may reveal your actual location, such as GPS data, or it may not, such as when you submit a partial address to look at a map of the area.

Certain use of our products and services allow you to download and/or personalize the content you receive from us. For these products and services, we will record information about your downloads and preferences, along with any information you provide about yourself. If the product or service requires you to log into a Company account, this information will be associated with your account.

Information sharing and onward transfer

All requests must be sent through your mobile carrier's network and your carrier may have access to it. For information regarding your carrier's treatment of your information, please consult your carrier's privacy policies. We may share your information with certain third parties we use to perform certain functions, such as billing and text message or SMS delivery. These third parties will be required to treat your information in accordance with the applicable Company privacy policies. We may also share some information with your wireless operator in order to perform customer service functions.

Hyperlinks to Other Websites

The Company’s website contains hyperlinks to other websites. Please be aware the Company is not responsible for the privacy practices of such sites. When leaving our site, it is strongly recommended you review the privacy statements and disclaimers of every website you visit. The Company is not responsible for either the privacy policies of other websites or the validity of information therein. Any hyperlink to an external website does not indicate in any manner the Company’s endorsement of that website. See Terms and Conditions of Use: Third Party Websites.

E-mail

It should be noted that any e-mail message sent to the Company, as with nearly all Internet communication, is susceptible to potential outside interception. As is the case throughout the Internet, outside sources may be able to access e-mail unbeknownst to either sender or recipient. In addition, any email you send to the Company may be read by one or more employees of the Company, as dictated by business processes and practices. Therefore, we strongly recommend that you do not send any information via e-mail that you consider to be private or confidential. Please contact us by phone at the numbers indicated on our web pages or using the toll-free customer service number(s) on the back of your ID card(s). There are some locations on our websites where we have made special provisions for a more secure environment in which we can exchange information with you. At each of these locations, we will provide you with appropriate instructions.

Member’s access to Dependents' Information through the online member portal tool

For members of our health plans, the Company provides, as a convenience to members of the same family, the ability of a subscriber to access his/her dependents' information. This right of access is only provided with the dependent’s consent. By clicking the checkbox to enable the checkmark on the Login Profile, the dependent provides consent for the subscriber (the provider of medical benefits in your household) on the account (for example, your spouse, mother, father, legal guardian) to have access to all information available on this site that relates to the dependent, including but not limited to claims history, referrals/authorizations, PCP change requests, service requests and code description, including but not limited to diagnosis, treatment, and denial codes. Dependents have the right not to permit this access by ensuring the checkbox does not have a checkmark in it. By allowing the subscriber access, a dependent agrees that the Company has no control over how the information may be used. A dependent has the right to revoke a subscriber’s access at any time by removing the checkmark from the checkbox. The Company may revoke access at any time and may change its policies with respect to subscriber and dependent access at any time without prior notice.

Notification of Changes

The Company reserves the right to change the content within the web pages and within this Website Privacy Policy at any time without notice. Furthermore, this Website Privacy Policy is not to be construed in any way as an agreement, stated or otherwise, on behalf of any party. Use of this website is at your risk and discretion.

Related Information

For more information related to your use of this website, please refer to our Terms and Conditions of Use.

If you have any questions or comments regarding these notices, please contact us at the Customer Service Number listed on your ID Card.

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