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Go365 Accessibility Resources

Go365™ complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, ancestry, religion, sex, marital status, gender, gender identity, sexual orientation, or disability. Go365 does not exclude people or treat them differently because of race, color, national origin, ancestry, religion, sex, marital status, gender, gender identity, sexual orientation, or disability.

Multi-language interpreter services

If you (or someone you’re helping) have questions, you have the right to get help and information in your language at no cost. To talk to an interpreter, Contact Us. See this information in other languages: Multi-language Interpreter Services.pdf (14 KB)

Si usted (o alguien a quien usted está ayudando) tiene preguntas, tiene derecho a obtener ayuda e información en su idioma sin costo alguno. Para hablar con un intérprete, póngase en contacto con nosotros. Ver esta información en otros idiomas: Multi-language Interpreter Services.pdf

如果您（或者您正在幫助的人）有任何疑問，您有權使用您的母語免費獲得此類幫助和資訊。如欲聯繫口譯員，請與我們聯絡。 通過其他語言查看本資訊：Multi-language Interpreter Services.pdf (14 KB)

Language assistance & alternative formats

For customers with disabilities or limited English proficiency, we provide the following communication services at no cost when interacting with Go365:

  • Over-the-phone interpretation available in 200 languages
  • American Sign Language interpreters (in-person or video)
  • Linguistically-trained interpreters for visually-impaired customers
  • Video interpretation from a smartphone or computer
  • Teletype (TTY) services
  • Written materials available in languages other than English, and alternative formats including braille, audio, large print, and accessible PDF

To request language assistance or request materials in alternative formats, please call Go365 Customer Support at the number on the back of your member ID card (TTY: 711).

See the Non-Discrimination, Cultural Competency, Language Proficiency and ADA for a detailed description of our policy and program.

On Go365.com

We are continuously improving our digital experiences to meet or exceed universal design best practices and web accessibility standards. We follow and support Section 508 of the US Rehabilitation Act and the Web Content Accessibility Guidelines (WCAG) 2.0 A/AA Guidelines from the W3C Accessibility Initiative.

To provide accessible web and mobile app experiences, we strive to:

  • Make our content and navigation easy to see
  • Make it easy to interact using a mouse, keyboard, and/or touchscreens
  • Provide text and visual alternatives for sounds
  • Provide text and audio alternatives for visuals
  • Support using a computer without a monitor or display
  • Support using assistive technologies to navigate and access content
  • Support the use of native accessibility features on mobile devices and tablets

In addition, if you are having trouble accessing our websites or mobile apps, our Customer Support representatives can read the website to you.

If you find anything on our sites or apps difficult to use, please let us know.

To request assistance or report a problem, please call Go365 Customer Support at the number on the back of your member ID card (TTY: 711). Hours of operation are 8 a.m. – 7 p.m. Eastern time.

For complaints

If you were discriminated against, or if Go365 or a healthcare provider did not accommodate your needs, we will promptly address the matter. Please call Go365 Customer Support at the number on the back of your member ID card (TTY: 711). Hours of operation are 8 a.m. – 7 p.m. Eastern time.

If you believe that Go365 has failed to provide these services or discriminated in another way on the basis of race, color, national origin, ancestry, religion, sex, marital status, gender, gender identity, sexual orientation, or disability you can file a grievance with:

Discrimination Grievances
P.O. Box 14618
Lexington, KY 40512 - 4618

If you need help filing a grievance, call the number on your member ID card (TTY: 711). Or call 1-877-320-1235 (TTY: 711) for assistance. Hours of operation are 8 a.m. – 7 p.m. Eastern time.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800–368–1019
1-800-537-7697 (TDD – Telecommunication Device for the Deaf)

Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html

California members:

If you need help with a grievance that has not been resolved by Humana or is unresolved for more than 30 days, you may call the California Department of Managed Healthcare at: 1-888-466-2219 or TDD: 1-877-688-9891-or visit http://www.hmohelp.ca.gov

You may also call the California Department of Insurance at: 1-800-927-4357.

For assistance or more information

For questions, assistance, or special accommodations, please call Go365 Customer Support at the number on the back of your member ID card (TTY: 711). Or call 1-877-320-1235 (TTY: 711) for assistance. Hours of operation are 8 a.m. – 7 p.m. Eastern time.

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