Member Requests for Confidential Communication

HMSA members may request that communications containing their confidential member information (e.g., Report to Member) be received by alternative means or at alternative locations to avoid putting the member’s life in danger. Requests should be made by completing HMSA’s Request for Confidential Communication [PDF] form. HMSA requires that the written request contain a statement that disclosure of the information could endanger the individual.

In situations where the member is a dependent minor age 14 to 17 years seeking to control disclosure of information related to family planning or substance abuse treatment, please direct them to contact an HMSA Customer Teleservice Representative. For these specific services, dependent minors may control the disclosure of their information without a claim of personal endangerment.

If you are a physician treating a member who wishes to request confidential communications for one of the reasons listed above, please direct the member to contact an HMSA Customer Teleservice Representative at 808-948-6111 on Oahu or 1-800-776-4672 on the Neighbor Islands for more information.

It takes approximately three business days from the date of receipt for HMSA’s Privacy Office to process a request for confidential communications. To ensure the request is in place, please contact a Provider Teleservice Representative before submitting claims for members requesting confidential communications.

Note: If you help the member complete and submit the request, please make a note on the form if you would like the Privacy Office to notify you when the request is in place; be sure to include preferred contact information.

If the member’s alternative address for confidential communications changes, the member must submit a new request form to ensure correspondence is sent to the correct address.

The request for confidential communication stays in place until the member terminates the request. To remove the request, the member should submit a written statement to HMSA indicating they wish to stop having correspondence sent to the alternative address currently in place. The request should be mailed to:

HMSA

Attn: Privacy Office

P.O. Box 860

Honolulu, HI  96808

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