LTCFEDS.gov Privacy Notice

This notice describes the privacy policy for LTCFEDS.gov, the authorized website for the Federal Long Term Care Insurance Program (FLTCIP) and the Care Navigator, both sponsored by the U.S. Office of Personnel Management (OPM). LTCFEDS.gov (the Site) is hosted and administered by FedPoint^®, the trade name for Long Term Care Partners, LLC. FedPoint administers the FLTCIP on behalf of the insurer, John Hancock Life & Health Insurance Company (John Hancock). This notice refers to FedPoint as "us," "we," and "our," and to any other company in the John Hancock family as "affiliate."

This notice describes our privacy practices on the Site, including the Care Navigator section. The Care Navigator, available at https://www.ltcfeds.gov/care-navigator, offers free information, including short educational videos, articles, and materials about caregiving and aging. It also includes access to long term care costs and provider tools. The Care Navigator does not require you to log in or provide any contact information and follows the same privacy practices as the rest of the Site, as outlined below.

Why we need to know about you
When you visit the Site, we may collect personal information from and about you to provide insurance or other products or services to you or to administer coverage or claims if you are enrolled in the FLTCIP.

We may also need to know about you to administer your business with us, evaluate claims, process transactions, and share marketing or administrative communication with you. You may opt out or unsubscribe from our marketing communications at any time.

How we learn about you
We get most of your information from you. The information you give us when you apply for insurance or services or contact us via form or email is often all we need.

If we need to verify or get more information, we may need to contact:

• health care providers
• your employer
• other insurers
• your family members
• consumer reporting agencies

Information we collect
The information may relate to your:

• health
• employment
• finances (for example, your pay or retirement pay information for billing)
• personal characteristics
• contact information such as your email address, phone number, and username

The information may also relate to your dealings with us or others, including our affiliates.

How we protect your information
We maintain information protection controls per industry standards, practices, and guidelines set forth by the U.S. federal government. Protecting your data is a core component of our service to you. We have administrative, technical, and physical safeguards to protect your information.

These safeguards comply with all applicable laws. Under the Health Insurance Portability and Accountability Act (HIPAA), we restrict access to information to those individuals in our organization who require it to provide products and services to you. Our associates are educated about their responsibility to protect your privacy using clear guidelines.

All the personal information you entrust to FedPoint resides in the United States of America in a secure system behind multiple layers of security, where it cannot be accessed without proper authorization.

Companies that service the FLTCIP on our behalf are required to handle your information in the same manner.

How we use and disclose what we know about you
We may use what we know about you to help us serve you better and to conduct our business. We may use and disclose it for any purpose allowed by law. For instance, we may use your information and disclose it to others to:

• help us evaluate and process your request for insurance or benefits
• help us process claims and other transactions
• help us administer our products and services
• offer you other products or services under the FLTCIP
• keep your account secure and protect against unauthorized transactions
• offer you other products or services regarding federal benefit programs
• audit our records or our services (including any audit by OPM or the U.S. Government Accountability Office)
• help prevent or find out about fraud or other crimes (including money laundering and terrorism)
• help us run the FLTCIP

Other reasons we may disclose what we know about you include:

• complying with an order of a court or government agency (including a search warrant or subpoena)
• selling all or any part of our business or merging with another company
• coordinating benefits with other government programs
• informing your health care provider about a medical condition you did not include on your application
• giving your applicable information to someone who has a legal interest in your insurance, such as an individual or entity to whom you have assigned benefits

Information may be disclosed to:

• other companies, including our affiliates, that provide services for us or the FLTCIP
• other insurers
• law enforcement or regulatory agencies
• entities that oversee or audit us or the FLTCIP
• consumer reporting agencies

Other websites
The Site may contain links to other websites. We are not responsible for the privacy practices or the content of these other websites. Users should review the privacy notices of these other sites to understand their policies. It is the user's responsibility to keep personal information private and confidential.

How to access and correct your information
It is important that you can access and review your account information and make corrections to it as necessary. If you are a FLTCIP enrollee, create or log into your My LTCFEDS account to manage some of the information we have on file for you. Please note that you may be unable to access or modify all your information online. If you have any questions about accessing additional account information, please call Customer Service at 1-800-LTC-FEDS (1-800-582-3337) TTY 711.

Generally, if you ask us (see contact information at the bottom of this page), we will let you review your information. However, we may decide not to inform you about an administrative action, lawsuit, or claim.

If you tell us that your information is incorrect, we will review it. If we agree, we will correct our records. If we disagree, you may send us a written statement via email or mail. We will include your statement in your file and any future information disclosure. If you believe your medical records are incorrect, you must contact your medical provider to request corrections. The corrected medical records can then be resubmitted to us.

Cookies and other tracking technologies
Cookies and other tracking technologies are used to remember a user's online interactions with a website to measure and analyze usage or customize the user's experience. A cookie is code used either for the duration of a session (session cookies) or saved within a user's web browser to identify that user or information about that user the next time the user visits a website (persistent cookies). The Site may use Tier 1 and Tier 2 technologies defined in the Office of Management and Budget (OMB) memorandum guidance.

FedPoint utilizes website usage statistics to improve the Site and provide a better user experience for visitors. OMB classifies this as a Tier 2 usage since the multisession web analytics tool does not collect personally identifiable information (PII). This technology anonymously tracks how visitors interact with the Site and includes data regarding what sites referred visitors, what pages or files were accessed, and what, if any, predetermined tasks were completed while visiting the Site.

The usage data collected by our website analytics tool aids in optimizing the Site. By interpreting usage data, we prioritize tasks, improve the website's user interface, and tailor our content to what most interests website visitors. No PII is collected via this technology, so the anonymity of the end user remains protected. Any usage data collected will be retained only for as long as needed for analysis and optimization of the website, and this information is accessible only to employees whose position requires it.

Typically, web browsers accept cookies and other tracking technologies by default; thus, turning off this technology requires manual effort. If you entirely opt out of this technology, follow USA.gov (opens in a new tab) instructions to change your browser settings.

Note: Opting out of cookies does not affect your ability to access content within the Site or alter how you view the Site.

Questions?
We treat your information in accordance with applicable laws. You may have other rights under other laws, including the Health Insurance Portability and Accountability Act (HIPAA). For additional information about your rights under HIPAA or if you have any questions about your privacy rights, please contact: