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Thank you for visiting our website. This policy details certain practices and policies of Louisiana Health Service & Indemnity Company dba Blue Cross and Blue Shield of Louisiana as well as our affiliates and subsidiaries HMO Louisiana and Southern National Life (collectively referenced here as Louisiana Blue). This Privacy Policy outlines what information about you we collect, how and when we collect that information, how we use that information, and with whom we may share that information. Please be assured that we do not sell your information, nor do we allow any third parties to sell your information.
This Privacy Policy also applies to various Louisiana Blue products, communications, and digital experiences including websites, online platforms, mobile applications, our personal interactions with you or third parties, whether this Privacy Policy is referenced or not (all such interactions referenced here are Services).
Your voluntary use of our Services, including but not limited to accessing or navigating any Louisiana Blue website, portal, or app shall mean that you (i) acknowledge that you have read and understand this Privacy Policy; and (ii) agree that your access to and use of the Services are subject to this Privacy Policy. We reserve the right to change the Privacy Policy at any time so please make it a regular practice to both review the Privacy Policy and note any changes.
WHAT PERSONAL INFORMATION WE MAY COLLECT
Through your use of Louisiana Blue websites and Services, we may collect personal information. Personal information generally refers to any information that can be linked to an identifiable person. Please note that while some information may not be identifiable by itself (e.g., your address) the information may become personally identifiable if combined with other information (e.g., address and age). Personal information also includes sensitive personal information that often receives additional protection and/or are subject to additional restrictions under applicable laws (for example HIPAA or the Gramm-Leach-Bliley Act). Please click on our HIPAA Notice of Privacy Practices to learn more about how we collect, protect, and use your protected health information. Click here to review our privacy notice required by the Gramm-Leach-Bliley Act.
The Personal Information that we may collect or have collected about you varies with the Services you choose and use. Personal information collected about you includes but is not limited to:
Direct and Personal Identifiers: Information that identifies you including, but not limited to, your name, email, any username, and password that you may provide, your address, your tax identification number or social security number, unique identifiers (such as a mobile device ID) and your email and other personal contact information.
Demographic Information: Information regarding your gender, race, or other protected class of data.
Commercial Information: Information about products or Services you considered utilizing through mobile applications, application data, and pricing information. We collect information from you when you provide us with feedback, and we may collect information regarding your receipt and interaction with emails and other messages, including Short Message Service (SMS) that you receive from us.
Payment or Banking Information: Credit card number, name on credit card, expiration date, security code, bank routing and account numbers, and billing address.
Electronic Network Activity: Information regarding your use of our websites and mobile applications including but not limited information obtained through weblogs concerning your activity on our websites and applications and other related metadata regarding use of our mobile applications.
We may collect information, including your browser type, operating system, Internet Protocol (IP) address (a number that is automatically assigned or permanently assigned to a computer when the Internet is used), domain name, device ID, mobile device identifiers, language preferences, referring website, the length of time you are visiting our website, and/or a date/time stamp from your visit. We may also collect such information in relation to monitoring potential malicious code on our systems, such as through the collection of metadata and traffic data, or portions or hashes (a file that has been converted into a numerical string by a mathematical algorithm) of any of the information listed here.
Geolocation Information: Information about the location from which you are accessing our mobile applications. For more information relating to the use of such tools, review our "Cookies" section below.
Audio, Visual or Other Information: Photographs or other images you provide that may identify you through certain of our mobile applications. If you visit one of our locations, or call our call center, we may record your image or voice.
Inferences: We may develop inferences about you using the data set forth above.
SOURCES OF PERSONAL INFORMATION
We collect your Personal Information in the following ways, pursuant to applicable law:
Directly From You, when you use our Services, register for an account, complete documents, or forms, contact us, respond to a survey, sign up to receive emails, text messages, and/or postal mailings. Some self-reported information may be shared with your health care providers.
Through Our Use of Cookies and Other Automatic Data Collection Technologies, when you visit our websites, use our mobile applications, open or click emails we send you, or interact with our promotions or surveys. We or third parties we work with automatically collect certain information using technologies such as, but not limited to, cookies, web beacons, clear GIF, pixels, internet tags, web server logs, and other data collection tools. Our use of cookies is discussed in more detail below.
From Our Third-Party Partners, including from third parties that we have partnered with to provide you the Services that you have requested from us.
From Third Parties that You Specify. For example, when you choose to connect or upload information from a fitness tracker or other monitoring device.
Other Sources, including data analytics providers or publicly available sources.
HOW WE USE YOUR PERSONAL INFORMATION
We use your Personal Information for the following business purposes ("Processing Purposes") associated with our general business operations. We may collect your Personal Information:
Providing our Services
To provide you the Services, including health insurance products, wellness products or provider information.
To process your payments, claims, and send notifications to you related to your account.
To enable you to access and use our websites and mobile applications.
Communicating With You
To communicate with you and to respond to your requests, questions, comments, and other inquiries
To understand what partner resources you use, if any, and to connect you to additional resources at your request.
To send marketing and promotional materials, including information relating to our products, Services, sales, or promotions or those of a third party.
Analytics and Administration of Services
To administer, maintain, evaluate, and improve our websites, mobile applications, and Services, and to develop new products and services.
To conduct research and analytics related to our websites and Services, including combining any or all of the information that we collect or obtain.
Under certain circumstances an impersonation tool may be used to access your account. This tool is utilized to troubleshoot issues, provide customer support, and ensure compliance with our terms and conditions.
Core Business Functions
To manage our business operations, perform our obligations and exercise our rights under any agreement that you or your organization has with us.
For other purposes with your consent, or as otherwise permitted or required by applicable law.
Data Aggregation
We may de-identify and aggregate your information, including sensitive personal information, to conduct analytics and improve our Services.
Legal Obligations
We use Personal Information to comply with our legal or regulatory obligations, to establish or exercise our rights, and to defend against a legal claim.
Security and Fraud Prevention
We use Personal Information to detect, investigate, prevent, or act regarding possible malicious, deceptive, fraudulent, or illegal activity, including fraudulent transactions, attempts to manipulate or violate our policies, procedures, and terms and conditions, security incidents, and harm to the rights, property, or safety of Louisiana Blue and our users, customers, employees, or others.
For MyLABlue App and Portal Users
The MyLABlue App and member portal are powered by Epic. To learn more about the limited ways Epic may interact with your data please read their privacy policy @ Privacy Policies | Epic
The MyLABlue App may interact with your sensitive data to provide certain features, such as video visits. The first time you try to use any of these features, we will ask for your consent within the app and will only allow you to use a feature if you give consent. You do not have to provide consent if you do not want to allow MyLABlue to interact with your data as requested. MyLABlue is developed by Epic Systems Corporation; please refer to Epic's Mobile Application Privacy Policy for Patients for more detailed information about the limited ways they may interact with your information to make your use of MyLABlue possible.
MyLABlue may allow you to find healthcare providers near you. The first time you try to use any features that use your location, we will ask for your consent within the app and will only access your location if you give consent. You do not have to provide consent if you do not want to allow MyLABlue to use your location. We do not store your location data.
COMMUNICATION PREFERENCES
Email and Direct Mail: We may send you email regarding products and Services. In addition, we may occasionally send you direct mail about products and services that we think may be of interest to you. Only Louisiana Blue (or agents working on our behalf) will send you emails and direct mail. If you do not wish to receive such emails, you may opt out of future emails by following the directions at the bottom of each email to unsubscribe. If you do not wish to receive direct mailings, you may call the number on the back of your ID card or contact us using the information at the bottom of this Privacy Policy.
SMS/Text Messages: If we send you text messages, we may also collect the information you provide, including your telephone number(s), when you read a text message, and information relevant to any request you make. You may opt out or stop receiving these Messages, by replying STOP. Please note that information gathered in any SMS/Text campaign will not be shared for Marketing purposes.
When using the MyLABlue App we may also send you push notifications depending upon the preferences you set.
In some cases, we are required by law to communicate information to you, so even if you request not to be contacted, you will still receive some information from Louisiana Blue.
HOW WE SECURE YOUR INFORMATION
We use industry standard technology and best practices to keep your information confidential and secure. Your encrypted (encoded) sensitive information is protected using Transport Layer Security (TLS) as it passes between your browser and this website. We follow generally accepted industry standards to protect the personal Information submitted to us, both during transmission and once we receive it.
No method of transmission over the internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security. Only authorized persons are permitted to access your personal information, and it is our practice to ensure that such authorized people have access only to information needed for us to provide Services. All authorized persons must abide by security, privacy, and confidentiality agreements as well as receive annual training on information and security practices.
If you access a Louisiana Blue website or internet portal, whether by laptop, tablet, mobile device, or other means of access to the internet, we may use COOKIES and your continued use of our Services, including use of our websites, shall be consent for such use. Cookies are small text files that are placed on your computer or mobile device when you visit a website. For purposes of this Privacy Policy, cookies also include similar technologies, such as pixels, web beacons, and social network plugins (collectively "cookies"). Cookies help the website remember information about your visit, which can make it easier to visit the website again and make the site more useful to you. Some cookies are deleted once you close your browser (session cookies), while other cookies are retained even after you close your browser so that you can be recognized when you return to a website (persistent cookies). We use cookies to identify and track visitors, their usage of our websites, and their website access preferences across multiple requests and visits. We may link the information we store in cookies to your personally identifiable information in our possession. If we wish to collect more detailed information regarding your use of our website and applications, we will obtain your further consent as applicable.
Additionally for website users, Louisiana Blue routinely gathers data on website usage including but not limited to how many people visit the site, the sections they visit, what time they visit, or how long they stay. We collect and store at least the following information: the name of the domain from which you access the Internet [for example, yahoo.com if you are connecting from a Yahoo account]; the browser version from which you access our site; the date and time you access our site; any text you entered on the website; your email address and phone number; and the Internet address of the website from which you linked directly to our site. We use this information for many purposes, for example to measure the number of visitors to different sections of our site and to help us make our site more useful to visitors.
We utilize Adobe Experience Cloud to collect data for analytics and to identify the best version of our website to show to you. You can learn how Adobe collects and processes data by visiting "Adobe Experience Cloud privacy" located at Adobe Experience Cloud privacy.
For MyLABlue App and Portal Users
The MyLABlue App and member portal are powered by Epic. Epic uses technical controls and safeguards to protect the privacy, security, integrity, and availability of your personal information. To learn more please read their privacy policy @ Privacy Policies | Epic
DATA RETENTION
We retain your personal information for the legally allowed and required period of time for the specific purposes for which we use it. Louisiana Blue will also keep your personal information for as long as you are a registered customer or user of our Services or for as long as we have a valid business purpose to do so and, thereafter, for no longer than is required or permitted by law, as reflected in Louisiana Blue's internal Records Retention Policy.
THIRD-PARTY SITES AND LINKS
You may encounter links to third-party websites to offer you additional information and services while consuming our using our Services. In some such instances, you may see our Louisiana Blue logo, name, or other references next to, on the same page as, or within the same document as the third party's logo. In such instances, you should confirm which entity's privacy policy and collection practices are controlling. Louisiana Blue may not have control over a third party's' use of your information. Please consult each site's privacy policy. We are not responsible for the policies or practices of third parties.
CHILD PRIVACY ISSUES
We understand the importance of protecting children's privacy, especially in an Internet environment. It is our policy never to knowingly collect information from children by way of our Services.
FOR ANDROID USERS
Google has determined MyLABlue mobile app is subject to their COVID-19 apps requirements. As a result, we are required to provide the following information so we can make the mobile apps available to you in the Play store.
PRIVACY POLICY UPDATES AND CHANGES
This Privacy Policy is effective as of May 8, 2025 and was last updated May 8, 2025. This Privacy Policy is not intended to and does not create any contractual or other legal rights with or on behalf of any party.
Evolving technology will continue to provide us with new and better ways to collect and use information so that we may better serve your health coverage needs. We may revise or update this Louisiana Blue Privacy Policy in the future to reflect these technological advances, and we encourage you to return to this page from time to time for any updates. You will be able to determine if you are reading the latest revision from this section as it will note both the date that this policy was effective as well as the date any subsequent changes were made.
If you do not agree with the changes, then you must stop using our website and Services and notify us that you do not want your personal information used in accordance with the changes.
CONTACT US
Services are maintained by Louisiana Blue, 5525 Reitz Avenue, Baton Rouge, Louisiana 70809. Questions concerning the Services can be directed to Customer Service by calling the phone number on the back of your member identification card.
You may also contact us by:
PLEASE READ THESE TERMS AND CONDITIONS OF USE PRIOR TO USING THIS WEBSITE, MOBILE APP, OR USER PORTAL
Binding Contract. These Terms and Conditions of Use (Terms and Conditions) are a binding contract between you and Louisiana Health Service & Indemnity Company and Blue Cross and Blue Shield of Louisiana and its subsidiaries and affiliates – HMO Louisiana, Inc. and Southern National Life Insurance Company, Inc. (Louisiana Blue). Louisiana Blue owns and operates this website. Unless stated in these Terms and Conditions, there are no third-party beneficiaries to this contract.
Louisiana Blue. Louisiana Blue primarily does business at 5525 Reitz Avenue, Baton Rouge, Louisiana 70809 and is an independent licensee of the Blue Cross and Blue Shield Association that provides medical, dental, and life insurance coverage.
Your Agreement. All website, mobile app, and portal (Services) users (“you”, “your” and “they”) represent and warrant that they (1) are at least 16 years of age, (2) possess the legal right and ability to agree to these Terms and Conditions, and (3) shall use Services in accordance with these Terms and Conditions. Use of Services is conditioned on acceptance, without modification, of all Terms and Conditions. By using this website or Service, you unequivocally acknowledge and represent that you have read, understand, and agree to be bound by these Terms and Conditions. If you do not agree with the Terms and Conditions, you are not authorized to access or use the Services. You further expressly state that you have read and agree to the provisions of Louisiana Blue’s privacy policy.
Amendment. Louisiana Blue reserves the right at its discretion to modify the Terms and Conditions. Your use of Services after such modification shall be deemed your unequivocal agreement to the modified Terms and Conditions.
Materials. Louisiana Blue owns or has third-party permission to post all material and information displayed or transmitted by Louisiana Blue through Services, including but not limited to text, photographs, images, illustrations, video clips, audio clips, logos, trade names, trade dress, brands, and graphics (Materials). All Materials are protected by United States and international copyright, trademarks, service marks, and other proprietary rights, and various state and federal laws.
Materials Conditions. Except as described otherwise, all Materials are made available only to provide information about Louisiana Blue or its products and benefits. Louisiana Blue controls and operates Services from its headquarters in Baton Rouge, Louisiana, and makes no representation that these materials are appropriate or available for use in other locations. The descriptions of products and benefits through the Services are not intended to constitute offers to sell or solicitations in connection with any product or benefits, and not all products and benefits are available in all areas to all persons. Benefits and products are subject to applicable laws and regulations. If you are interested in a particular product or benefit, please contact BCBSLA Customer Service to obtain additional information about a product or benefit, or to speak with an agent. The Materials are furnished free of charge and for informational purposes only. Although we may update the content of the Services from time to time, information changes rapidly. Louisiana Blue has no obligation to update the information.
Material Restrictions. You may not copy, reproduce, publish, transmit, transfer, sell, rent, modify, create derivative works from, distribute, repost, perform, display, or in any way commercially exploit the Materials, nor may you infringe upon any of the copyrights or other intellectual property rights contained in the Materials. You may not remove or alter, nor cause to be removed or altered, any copyright, trademark, or other proprietary notices or visual marks and logos from the Materials. Any unauthorized use or modification of the Materials is prohibited. and is a violation of Louisiana Blue copyright, service marks and other proprietary rights.
Your Lack of Ownership in Materials. You acquire no rights or license whatsoever in the Materials other than the limited right to use the website in accordance with these Terms and Conditions. Any Materials accessed or downloaded from this website must be accessed or downloaded in accordance with the Terms and Conditions. Louisiana Blue reserves any rights not expressly granted under these Terms and Conditions of use.
Termination. Louisiana Blue reserves the right to modify, update, suspend, discontinue, or restrict your use of or access to Services or any portion of Services, at any time and without notice or liability for any commercially reasonable reason.
Your Liability. You are liable to Louisiana Blue for all claims, actions, losses, damages, costs and expenses (including attorney fees) arising from your use of Services including, but not limited to, your upload of anything to Services that belongs to anyone else, is copyrighted, trademarked or infringes upon another party’s intellectual property rights.
Passwords and Credentials. To the extent your use of Services requires a password or credentials, you agree that you will not share your account or account information with others. You are responsible for taking reasonable steps to maintain the confidentiality of your username and password, and you are responsible for all activities under your account that you can reasonably control. You agree to promptly notify us of any unauthorized use of your username, password, or other account information, or of any other breach of security that you become aware of involving your account or the Materials.
Links. You are not authorized to link to this website. Further, no portion of this website may be included, framed into, or embedded within another website or online presence.
THE CONTENT INCLUDED IN SERVICES IS PROVIDED AS GENERAL INFORMATION ONLY AND IS NOT MEDICAL, LEGAL, OR HEALTH PLAN PURCHASING ADVICE. THE INFORMATION IS NOT DESIGNED TO REPLACE HEALTH CARE OR MEDICAL ADVICE FROM A HEALTH CARE PROFESSIONAL. ALL QUESTIONS ABOUT INDIVIDUAL CARE AND TREATMENT SHOULD BE PREFERRED TO YOUR HEALTH CARE PROVIDER.
Louisiana Blue has designed these Services to provide information to you regarding our products and benefits. Nothing contained through Services should be construed as medical advice, medical opinion, diagnosis or treatment. Louisiana Blue expressly and unequivocally states that nothing on Services and no Materials contain any medical advice or medical opinion whatsoever.
Legal Contact. If you have any questions or comments regarding Terms and Conditions contact:
Legal Affairs Department
Louisiana Blue
5525 Reitz Avenue
Baton Rouge, LA 70809
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