Domestic Violence Confidentiality

We take the protection of your personal information seriously. If you are a victim of domestic violence or other abuse, you can request we send claim-related or policy information to you by alternative means, at alternative locations. Contact us at 866-COUNTRY (866-268-6879) for information on how to provide us with an alternative address, telephone number, or other method of contact. While we understand the urgency of these requests, they will take up to three business days to process.

If you previously submitted a request for confidentiality that you want to cancel, please contact us at 866-COUNTRY (866-268-6879).

Under New York Insurance Law § 2612, when an insurance company receives a valid order of protection from an insured person who resides in the state of New York, the insurance company must not disclose to the policyholder, or other persons covered by the policy, the address and telephone number of the insured, or any person or entity providing covered services to the insured, for the duration of the order. For any child subject to an order of protection, the child’s parent or guardian may submit a request for confidentiality on the child’s behalf. 

For further information on domestic violence services, you can contact the NYS Domestic and Sexual Violence Hotline by dialing (800) 942-6906 or access the website for the New York State Office for the Prevention of Domestic Violence at: opdv.ny.gov/survivors-victims.

Under Illinois Insurance Law 215 ILCS 5/355b, any company that issues, delivers, amends, or renews an individual or group policy of accident and health insurance shall accommodate a reasonable request by an insured person on the policy to receive communications of claim-related information from the company by alternative means, at alternative locations, if the person clearly states disclosure of all or part of the information could endanger them. If a child is a covered person, then the right established by this section may be asserted by the child’s parent or guardian.

A company may not disclose to the policyholder: (1) the address, telephone number, or any other personally identifying information of the person who made the request or child for whom the request was made; (2) the nature of the health care services provided; or (3) the name or address of the provider of the covered services without direct consent from the requestor.

For further information on domestic violence services, contact the Illinois Domestic Violence Helpline by dialing (877) 863-6338 or access the website for the Illinois Department of Human Services Domestic Violence Victim Services at: dhs.state.il.us/page.aspx?item=30275.