We make information relating to our members' health plans available in alternative formats, including electronic, braille, large print, and audio (CD or mp3). Members may request an alternative format of a member document by calling the customer service number on the back of their member ID card, or by logging in and e-mailing us using the e-mail feature on the Customer Support page of this website. The types of documents available in alternative format include vital health plan information (for example, certificates of coverage, benefit summaries, billing information, and general correspondence), as well as health and wellness information that we publish for members, HIPAA information, and generally any other print information we make available to our members.
Braille materials will satisfy, whenever possible, the Braille Authority of North America’s standards for printing and binding braille materials.
Electronic format materials satisfy, whenever possible, WCAG 2.1 Conformance Level AA Success Criteria and can be opened and read in a commonly used software program (such as Microsoft Word or Adobe Reader) with assistive technology such as screen readers and text enlargement software.
Large Print materials satisfy, whenever possible, the Best Practices and Guidelines for Large Print Documents used by the Low Vision Community, issued by the Council of Citizens with Low Vision for printing and binding Large Print materials, and are at least 16 point font (and 18 point font where possible).
Audio CD materials are delivered in a CD case with the name of the document provided in either braille or large print format, depending on the member’s request, and are able to be played both in a computer and CD player.
MP3 alternative format materials are in digital audio format compatible with an MP3 player.
