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Rights and Responsibilities

As a Go365® member, you have certain rights and responsibilities when you participate in our program. This rights and responsibilities statement reminds you of your role in program participation and informs you how to get your questions answered and resolve any complaints that you may have about Go365.

Your rights as a Go365 member

As a Go365 member, you have the right to:

  • Be provided with information about your Go365 program, its services and benefits, and your rights and responsibilities as a member.
  • Be treated with courtesy and respect by all Go365 associates with appreciation for your dignity, and protection of your right to privacy.
  • Receive Go365's Notice of Privacy Practices which can be found on our website, mobile app, or provided by mail by contacting:

    Go365 Privacy OfficeP.O. Box 1438Louisville, KY 40202-1438

  • Expect Go365 to adhere to all privacy and confidentiality policies and procedures as outlined in our Notice of Privacy Practices.
  • Expect your personal information to be kept secure and used appropriately for identifying your personal goals.
  • Decline participation in the Go365 program by not completing your Health Assessment or engaging in other Go365 activities
  • File a formal complaint, as outlined in Go365’s Complaint Procedure, and expect a response to your complaint within a reasonable period of time.
  • Receive information about organization staff, staff qualifications and any contractual relationships.
  • Receive language assistance or have materials provided in alternative formats as noted on our Accessibility page or by contacting Customer Support.

Your responsibilities as a Go365 member

As a Go365 program member, you also have the responsibility to:

  • Read and be aware of all materials made available and distributed by Go365 explaining policies and procedures regarding services and benefits.
  • Submit accurate, personalized and timely proof of program activities as instructed on the Go365 submission forms.
  • Be considerate and cooperative in dealing with Humana and Go365 associates.
  • Express your opinions, concerns or complaints in a constructive manner.
  • Be honest and open when completing your Health Assessment.

Go365 complaint procedures

As a member of Go365, our Customer Support specialists are dedicated to assisting you with any questions, concerns, or complaints that you may have about your membership or participation in our program.

  • You can contact Customer Support by dialing the phone number on the back of your Go365 or Humana member ID card or by using the secure live chat feature on our website.
  • If you use a TTY, call 711. Customer Support is available Monday through Friday, 8:00 am EST to 7:00 pm EST. When you call Customer Support, a representative will work with you to resolve any questions, concerns, or complaints that you may have.
  • Inquiries by phone or chat are resolved at the time of contact whenever possible.
  • For questions or complaints submitted via email, you can expect a response or acknowledgement within 2 business days after the email triage process identifies that you have a Go365 issue.
  • Any issues that cannot be resolved at time of initial contact will be tracked by the representative who will update you on status of the resolution every four days during the business week until satisfactory completion.
  • If your question or problem is not solved to your satisfaction, you may file a complaint with a Customer Support specialist.
  • At the time of your complaint you will be informed of our resolution process and the timeframe in which you can expect a response to your complaint, typically within five to seven working days after filing your complaint.
  • These procedures apply to all Go365 members.
  • Go365 Medicare members are also eligible to file a Medicare grievance for any issue involving the wellness program.
  • All complaints are tracked and analyzed in an effort to improve products and services for our Go365 members.

Well-being has its own rewards. Go365 is a wholly owned subsidiary of Humana Inc., a leading healthcare company headquartered in Louisville, Kentucky. Go365 is deeply rooted in behavioral economics and actuarial science to motivate and reward members for taking steps to improve and continue their healthy behaviors. By integrating rewards with health, Go365 provides the tools and support to help members live healthier lives and reduce healthcare costs.

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Humana Inc. and its subsidiaries, including Go365, comply with all applicable federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender, gender identity, ancestry, ethnicity, marital status, religion, or language. We also provide free language interpreter services. See our full accessibility rights information and language options

Humana is a Medicare Advantage HMO, PPO, and PFFS organization with a Medicare contract.
Enrollment in any Humana plan depends on contract renewal. This information is not a complete description of benefits. Contact the plan for more information. Limitations, copayments, and restrictions may apply. Benefits may change each year.

Go365 is not an insurance product. Not available with all Humana health plans.

“Humana” is the brand name for plans, products, and services provided by one or more of the subsidiaries and affiliate companies of Humana Inc. (“Humana Entities”). Plans, products, and services are solely and only provided by one or more Humana Entities specified on the plan, product, or service contract, not Humana Inc. Not all plans, products, and services are available in each state.

Medical Plans

Humana group medical plans are offered by Humana Medical Plan, Inc., Humana Employers Health Plan of Georgia, Inc., Humana Health Plan, Inc., Humana Health Benefit Plan of Louisiana, Inc., Humana Health Plan of Ohio, Inc., Humana Health Plans of Puerto Rico, Inc. License # 00235-0008, Humana Wisconsin Health Organization Insurance Corporation, or Humana Health Plan of Texas, Inc., or insured by Humana Health Insurance Company of Florida, Inc., Humana Health Plan, Inc., Humana Health Benefit Plan of Louisiana, Inc., Humana Insurance Company, Humana Insurance Company of Kentucky, or Humana Insurance of Puerto Rico, Inc. License # 00187-0009, or administered by Humana Insurance Company or Humana Health Plan, Inc. For Arizona residents, plans are offered by Humana Health Plan, Inc. or insured by Humana Insurance Company. Administered by Humana Insurance Company.

Go365 is not an insurance product.

Dental Plans

Humana individual dental plans are insured or offered by Humana Insurance Company, HumanaDental Insurance Company, Humana Insurance Company of New York, The Dental Concern, Inc., CompBenefits Insurance Company, CompBenefits Company, CompBenefits Dental, Inc., Humana Employers Health Plan of Georgia, Inc., Humana Health Benefit Plan of Louisiana, Inc., or DentiCare, Inc. (DBA CompBenefits). Discount plans are offered by HumanaDental Insurance Company, Humana Insurance Company, or Texas Dental Plans, Inc. For Arizona residents: Insured by Humana Insurance Company. For New Mexico residents: Insured by Humana Insurance Company. For Texas residents: Insured or offered by Humana Insurance Company, HumanaDental Insurance Company, or DentiCare, Inc. (DBA CompBenefits).

Humana group dental plans are offered by Humana Insurance Company, HumanaDental Insurance Company, Humana Insurance Company of New York, Humana Health Benefit Plan of Louisiana, The Dental Concern, Inc., Humana Medical Plan of Utah, CompBenefits Company, CompBenefits Insurance Company, CompBenefits Dental, Inc., Humana Employers Health Plan of Georgia, Inc., or DentiCare, Inc. (DBA CompBenefits).

Vision Plans

Humana individual vision plans are insured by Humana Insurance Company, The Dental Concern, Inc., Humana Insurance Company of New York, or Humana Health Benefit Plan of Louisiana, Inc. For Arizona residents: Insured by Humana Insurance Company. For New Mexico residents: Insured by Humana Insurance Company. For Texas residents: Insured by Humana Insurance Company.

Humana group vision plans are offered by Humana Insurance Company, HumanaDental Insurance Company, Humana Health Benefit Plan of Louisiana, Humana Insurance Company of Kentucky, Humana Insurance Company of New York, CompBenefits Insurance Company, CompBenefits Company, or The Dental Concern, Inc.

Life Plans

Humana group life plans are offered by Humana Insurance Company or Humana Insurance Company of Kentucky.

Please click here  to view a complete list of the legal entities that offer, underwrite, administer or insure insurance products and services.

Limitations and exclusions

Our health benefit plans, dental plans, vision plans, and life plans, have exclusions, limitations, and terms under which the coverage may be continued in force or discontinued. Our dental plans, vision plans, and life plans may also have waiting periods. For costs and complete details of coverage, call or write Humana or your Humana insurance agent or broker.

Individual applications are subject to eligibility requirements.

Before applying for group coverage, please refer to the pre-enrollment disclosures for a description of plan provisions which may exclude, limit, reduce, modify or terminate your coverage. The plan provisions are available here or through your sales representative.

For group plans, please refer to your Benefit Plan Document (Certificate of Coverage/Insurance or Summary Plan Description) for more information on the company providing your benefits.

Statements in languages other than English contained in the advertisement do not necessarily reflect the exact contents of the policy written in English, because of possible linguistic differences. In the event of a dispute, the policy as written in English is considered the controlling authority.

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