Website Privacy Policy

As part of the day-to-day business operations of BlueCross BlueShield of Tennessee (BCBST), including operation of the BCBST website, we receive and maintain certain information regarding our subscribers, members and guests. Information received from the BCBST website depends in part on what you do when you visit or transact business on the BCBST website. BCBST respects the privacy of every individual who visits our website. Therefore, we would like to define the types of information we receive and describe how it is maintained and protected in this Privacy and Security Policy. This policy refers only to the information collected and maintained from this website or through the MyBlueTN mobile app.

By using this website or the MyBlueTN mobile app, you confirm your consent and agreement to this privacy and security policy, which includes provisions relating to our collection, use, and disclosure of information as described.  In addition, your use of the website or the MyBlueTN mobile app also signifies your compliance with our user agreement.

Guests - Users of our website often visit solely to obtain general information about BCBST’s operations and services. If you visit our website to read or download information, you enter our secured site as a guest. As a guest, we collect and store only the following information:  the name of the domain from which you access the Internet, the date and time you accessed our site, your browser type, your operating system type, some of your software versions affecting site performance and the Internet address of the website from which you linked directly to our site. We use this information to measure the number of visitors to the different sections of our site and to help us make our site more useful to visitors.

Members - Users who currently have health insurance coverage with BCBST can access our website to conduct transactions, including submitting additional  applications for coverage, checking claim status, referrals and pre-authorizations, verifying benefit information, and paying premiums. Prior to utilization of these services, BCBST may ask for personal information (such as date of birth, social security number, name, address with zip code, telephone number, and email address) to verify appropriate usage. You will be able to sign on and create a unique user name and password. BCBST, its employees or affiliates may have access to your user name. You will receive a written notification by mail and if you did not register to access the services available on our website, please contact BCBST immediately via our Contact Us form.  In addition, information shared by members through the MyBlueTN mobile app is subject to the same privacy and security policy described here.

Members Under 13 Years of Age - BCBST 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 BCBST web site, we require that they do so with the permission of their legal guardian. BCBST will not purposely collect or use any personal information regarding a user under the age of 13 without the consent of a parent or guardian.

Email (Requests and Submissions) - Many of our members and guests may want to receive information such as new product offerings, health education, newsletters via email. BCBST does collect email addresses on members and guests to provide this type of information electronically. BCBST 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.

Email Policy - Users must abide by the provisions of the BCBST privacy policy when contacting BCBST via email. By submitting the contact form or an email, you agree that you have read and accept the User Agreement for the website. We will respond by email to inquiries within two business days. Please be aware that information you provide to us on the website Contact Us form is secure. Because email via the Internet is not necessarily secure, you may want to request that a written response be sent to you in lieu of an email 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 email to us directly and do not use the contact form, please do not include any health or claim-related information in your email correspondence. This includes Medicare numbers, Social Security numbers, personal medical information, or other confidential information. 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 email, we will send a return message requesting identification of the sender. Please note that we cannot accept attachments with email correspondence.

SMS Texting Terms and Conditions - By texting JOIN to 69979, users may opt in to BCBST’s marketing list, which may include outreach regarding your existing relationship with BCBST and new products and services that might be useful to you. At any time, you may text STOP, UNSUBSCRIBE, CANCEL or BCSTOP to 69979 to unsubscribe. Per federal regulations, BCBST has up to ten days to process your opt-out request. By opting in to receive text messages from BCBST, you consent that following a request to unsubscribe, you will receive one (1) final message from BCBST confirming that you have been inactivated in our system. Following the confirmation message, no additional text messages will be sent unless you re-activate your subscription. BCBST does not charge for its SMS service; however, regular message and data rates may apply from your mobile carrier. Compatible carriers include:  AT&T, T-Mobile, Verizon Wireless, Sprint, Nextel, Boost, Alltel, U.S. Cellular. 

BCBST reserves the right to terminate this SMS service, in whole or in part, at any time without notice. The information in any message may be subject to certain time lags and/or delays. If you have any questions or need help, text HELP or BCHELP to 69979 or call 1-800-565-9140.

Non-Personal Statistical Data - In an attempt to improve on the features offered on the website, BCBST includes non-mandatory questionnaires and surveys that users may complete.  We may share statistical data relating to website usage with our affiliates, brokers, and providers for marketing purposes and the improvement and promotion of our website services.

Collection and Disclosure of Non-Public Personal Information - BCBST maintains physical, electronic, and procedural safeguards that comply with federal and state regulations to protect your non-public personal information and legally protected health information (“PHI”). This includes personally identifiable information (i.e., name address, income, telephone number, Social Security number, date of birth) whether communicated orally, in writing, or electronically through a transaction that is for or in connection with a BCBST product or service (i.e., account numbers, payment history, policy coverage, benefits, premiums, and certain health care claims data). We generally do not share this information unless it is needed to: (1) complete a transaction that our member has authorized (e.g., claims administration or adjustment and management, amongst other transactions); (2) assist BCBST in supplying and promoting products and services to our members (e.g., in connection with certain disclosures to providers and vendors); or (3) comply with federal or state law. In addition, BCBST restricts access to your non-public personal information to employees who need the information to provide you with BCBST products or services. In all cases, BCBST does not use or disclose your non-public personal information or PHI except and to the extent permitted by applicable law.

Personal Data Protection - BCBST is committed to keeping your data safe from unauthorized access and ensuring your identity is kept confidential. In addition to the safeguards that we take and that are described in this policy, there are a few things that you can do to help keep your personal information protected.  BCBST will never make unsolicited phone calls or send emails asking members to provide, update, or verify personal information, such as address, member IDs, Social Security numbers or other confidential information. If you receive a phone call or an email from a purported BCBST representative asking for this information, please contact our Privacy Office at 1-888-455-3824 or to report this incident.

There are additional steps that you can take to protect all your personal information including:  (1) create difficult passwords for online access to your bank, bill payment and other web-based services, including BlueAccess and our mobile app, MyBlueTN, (2) never share your passwords with anyone, (3) use caution when opening unsolicited emails and attachments, as computer viruses can be passed along via email, (4) immediately report lost or stolen cards, including credit cards and member ID cards, immediately, and (5) contact the national credit reporting agencies – Trans Union, Equifax, and Experian – if you feel that your personal information has been accessed or is at risk.

Retention of Information Collected - Any non-public personal information collected and maintained from this website will be retained for a minimum of six years from the date the information is received unless you perform a function on our website 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 website. When required by federal or state law, there may be some instances in which your information will be retained longer than six years.

Opt-Out - BCBST provides its members and users the opportunity to ‘‘opt-out’’ of having their information used for purposes not related to the BCBST website when BCBST requests such information. Users who wish to opt-out can do so by contacting us via our Contact Us form. This opt-out only applies to information collected during the web site registration process and does not affect information obtained by BCBST by any other means. As noted above, BCBST will not use your information collected by the BCBST website for marketing purposes unless and to the extent allowed by federal and state law.  If you decide to opt-out, that decision will be effective until you revoke it by contacting BCBST via our Contact Us form. 

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 website, BCBST will endeavor to provide a way to correct or update that user’s personal data. To correct or update personal information, contact BCBST via our Member Contact Us form.

Security - BCBST takes precautions to protect its users’ non-public personal information and PHI. When users submit sensitive information to BCBST, 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 encryption software that meets or exceeds industry standards, both when sent (i.e., in transit) and when stored (i.e., at rest). While on a secure page, such as the login page, the lock icon on the bottom of web browsers such as Microsoft Internet Explorer becomes locked, as opposed to unlocked, or open, when you are just “surfing.” 

In addition, BCBST supports the following browser with 128-bit encryption strength in order to access the secure parts of our site. BCBST is serious about protecting our members’ privacy, and this level of encryption is an industry standard for the type of information we are exchanging. Accordingly, BCBST urges website users to utilize web browsers Internet Explorer IE11+, FireFox 38+, Chrome 43+, or Safari 8.0.7+ in order to access all features.

BCBST Reserves The Right To Modify Its Privacy & Security Policy
BCBST reserves the right to change or update this Privacy and Security Policy at any time. Any changes made to the policy will be posted on this site in a manner that is easily identifiable. Please review this policy on a regular basis to review any changes.