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Answers to Your Questions About Encrypted E-mails

Aetna's New Policy Helps Keep Personal Information Safer

Recently, you may have started receiving e-mails from us that are "encrypted," meaning that you need to "unlock" the e-mail by clicking on the attachment before you can read the message. Some of you have asked questions about this change, so we wanted to send an update with more information and helpful resources. E-mail Encryption Helps Us Protect the Confidentiality of Member-Specific Information Protecting the privacy and security of sensitive information has always been a priority at Aetna. Aetna's use of encrypted e-mail enables us to send quick, reliable communications while maintaining our commitment to protecting the confidentiality of member-specific information. This also helps us comply with the HIPAA Security Rule, which has an April 20, 2005 compliance deadline. What Kind of Information Will Aetna Send By Encrypted E-mail? We are "encrypting," or protecting all Internet e-mails that contain member-specific health and financial information. Examples include, but aren't limited to, personal and demographic information (e.g., name, SSN, address), employment information, information about payment of benefits, provider information, diagnostic or treatment information, claim status information and information related to behavioral health and/or sexually transmitted disease services. How Will Encrypted E-mails Affect How I Work with Aetna? For most of our brokers and producers, the only effect will be that private information will be even safer than before. You'll just need to perform a few clicks to read your message. Whenever you receive an encrypted e-mail from us, you'll be able to send an encrypted reply. What If I Have Trouble Reading An Encrypted E-mail? Each encrypted email from Aetna includes simple instructions on how to open the message and view the secure content. A Few Tips: If you get an error message and can't read the message, the error message will provide guidance for fixing the problem and a telephone number to call for help. Call the help desk at 800-237-7476 for help with technical issues. Be sure that Javascript is running on your machine to be able to view your message. You may need to change the security settings on your computer to allow encrypted e-mails. (Some settings automatically remove the file you need to "unlock" messages.) We hope you'll agree that this change is a positive and easy step towards protecting our members' confidential information. If you have any questions about our e-mail encryption, please contact your Aetna Sales Manager, your General agent or call our Broker Service Center at 1-888-380-7821.

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"Aetna" is the brand name used for products and services provided by one or more of the Aetna group of subsidiary companies.


Answers to Your Questions About Encrypted E-mails

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Answers to Your Questions About Encrypted E-mails