Aetna Uses Encryption to Safeguard Data

Encrypted e-mail is scrambled by the sender's e-mail program, which renders it unreadable until it is descrambled or "decrypted" by the recipient. Unencrypted e-mail is similar to a postcard - the message can be viewed by anyone who picks it up. Encrypted e-mail is similar to a sealed letter -- the content cannot be viewed until the envelope is opened - except, in this case, the envelope has a lock on it to which only the recipient has a key.

• Whenever Aetna transmits member-specific health or financial information via Internet e-mail, the e-mail includes a message indicating that the content has been secured via encryption.
• Encrypted e-mails from Aetna include instructions on how to decrypt the message for viewing - this requires the recipient to perform a few simple clicks.
• Anyone who receives an encrypted e-mail from Aetna is able to send an encrypted reply.
• Third party messages that are sent to Aetna via the "Contact Us" feature on Aetna.com are also encrypted.

Aetna has strict procedures in place for determining if a third party can receive member health and financial information i.e., Aetna employees are required to verify whether a requestor is authorized to receive the information before it is released.

Each encrypted e-mail from Aetna includes instructions on how to open the message and view the secure content. In the event a recipient receives an error message while in the process of trying to open an Aetna-generated encrypted e-mail, the error message provides guidance for troubleshooting the problem. In addition, the error message includes the following contact information:

If you experience any problems, please contact 1-800-237-7476 (TTY: 711), option 4 (Secure Email) during normal business hours; 8AM to 6PM ET.