Web & Mobile Terms of Use

Please read these Terms and Conditions carefully.

Excellus BlueCross BlueShield, and its affiliates and subsidiaries (“Excellus BlueCross BlueShield,” “Excellus BCBS,” “us,” or “we”) have created the following Web and Mobile Terms and Conditions of Use (“Terms and Conditions”) for when you visit our desktop and mobile website and applications (hereinafter collectively referred to as the “Websites”). By using our desktop and mobile websites and applications, you agree to the following Terms and Conditions. We may revise these terms at any time, so it is important for you to review them periodically. The downloading and use of our mobile application are also subject to the terms and conditions of the online stores from which it is downloaded.

We incorporate herein and refer to our Privacy Notice on our Websites for information about the types of information we collect, how we use it, how you can control the use and disclosure of it, and how you may access and update information about you provided to us.

Except as otherwise prescribed by applicable law, in the event of any inconsistency between the English language version and local language version of this Terms & Conditions, the English Language version will prevail.

1. General Conditions

   Please read these Terms and Conditions carefully before accessing or using the Websites or the features contained within the Websites, such as accessing the Website itself or using online forms or any of our services that may be related to the Websites (“Services”). If there are inconsistencies between our Privacy Notice and the Terms and Conditions, the Privacy Notice controls. By visiting, using, creating, and/or registering for an online account with the Websites, you (“your”, “member”, or “user”) agree to be bound by the following Terms and Conditions.
   The Terms and Conditions constitute a legally binding agreement between you and Excellus BCBS. The Terms and Conditions govern any and all use of the Websites, any and all users, including without limitation, users who are browsers, visitors, vendors, customers, members, merchants, contributors of content and all others who access or use the Websites, and any and all Services rendered by us. If you do not agree to all of the Terms and Conditions, then you must not use the Websites, or any Services offered or accessed through the Websites. If you violate the Terms and Conditions, we reserve the right to deny you access to the Websites, together with any and all other legal remedies.
   The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms and Conditions.  

2. Non-Exclusive, Non-Transferable License to Use Our Websites

   We grant you a limited, revocable, non-exclusive, non-transferable license to review, and in some instances print, content on the Websites for your personal, business, and/or educational purposes as long as they do not violate any aspect of these Terms and Conditions or applicable law, including our intellectual property or the intellectual property rights of another party. Any reproduction, distribution, republication or retransmission of any materials posted on our sites or applications in whole or part for any reason except personal use is prohibited without the prior written permission of Excellus BCBS. We reserve the right to terminate or limit your access to the Websites and/or the licenses granted herein for any reason and in our sole discretion.
   We reserve the right to, at any time, temporarily or permanently, modify or discontinue any features associated with the Services with or without notice and for any reason, including performing maintenance, repairs, or upgrades. We will endeavor to provide notice before any scheduled upgrades. We will not be liable if for any reason all or any part of the Services are unavailable at any time or for any period.
   We (and our licensors) remain the sole owner of all rights, title, and interest in the Services.  

3. Scope of Use of Our Websites and Applications

   The purpose of our desktop and mobile Websites and applications are to provide information to Excellus BCBS members about Excellus BCBS products and services and health care in general, and for some members, to allow you to pay your health care premiums. The payment service is offered to you though a contract with our third-party payment service vendor. Through this service you may be able to pay your premiums using your existing financial accounts (e.g., via eCheck or by using your credit or debit card). By using the payment service to pay your premiums, you authorize the payment service vendor to process payment transactions initiated by you through the payment service using the financial accounts that you designate. You agree that you are fully responsible for any such transaction and agree to only use such financial accounts where you are an authorized user on the financial account. You authorize our payment service vendor to make any debit, withdrawals, charges or transfers from your financial account in the amount you request.
   Your use of our payment service vendors desktop and mobile sites and applications is at your own risk. We do not warrant, represent or guarantee the accuracy, timeliness, or completeness of these sites and applications or any of the information or graphics contained on them. When using these sites and applications, you will be subject to the payment service vendor’s terms and conditions of use and privacy notices.
   In no event will we or our payment service vendor be liable to any party for any direct, indirect, special or other consequential damages arising out of any use of the premium payment service. When using the premium payment service, your entered payment method information will be protected by our payment service vendor.
   The information contained on our sites and applications is not intended to be used in place of doctor’s advice. You should see a health care professional if you have a specific health care concern and prior to beginning any exercise program. If you are experiencing a medical emergency, call 911 immediately or contact your local emergency services.  

4. Appropriate Use of Our Websites and Applications

   Once registered, you should not share your User ID or Password with anyone. By accessing or registering with the online account system through our Websites or applications, you are representing that you are the member, or you are legally authorized to act on behalf of the member, and you agree not to impersonate or falsely claim to represent any other person. Any individual who provides false information, attempts to pose as or impersonate someone else, or otherwise defrauds Excellus BCBS may be subject to civil and criminal penalties and legal action.  

5. Copyrights and Trademark

   All content on the desktop and mobile Websites and applications, including but not limited to design, artwork, hyperlinks, text, software, video, images, technical drawings, configurations, graphics, other files, and their selection and arrangement (“Materials”) are either copyrighted by Excellus BCBS, are the proprietary property of Excellus BCBS, or Excellus BCBS has an independent license to the product or service. We reserve any and all rights to the Materials. The Materials may not be modified, copied, distributed, framed, reproduced, republished, downloaded, displayed, posted, transmitted, or sold in any form or by any means in whole or part without our prior written permission except you may download and print Materials for uses that are not competitive with or derogatory to Excellus BCBS, provided that you keep all copyright or other proprietary notices intact. Please note that this limited consent may be revoked at any time by Excellus BCBS and does not include consent to republish Materials on the Internet, or any Intranet or Extranet site, or to incorporate the Materials in any data base or other compilation. Any other use of the Materials is strictly prohibited. You further agree that you will not systematically extract, collect or harvest through electronic means or otherwise, any data or data fields from the Websites, including but not limited to user and member identities or Personal Information (as defined in our Privacy Notice)..
   All trademarks on the Websites are trademarks or registered trademarks of Excellus BCBS, or licensors and may not be copied, imitated, or used in whole or in part without the prior written permission of Excellus BCBS, or its owners. All page headers, custom graphics, button icons, and scripts are service marks, trademarks, and/or trade dress of ours or our affiliates and may not be copied, imitated, or used in whole or in part without prior written permission of us.
   The inclusion of information on the Websites does not imply any license under patent or other intellectual property rights held by Excellus BCBS or any other individual or organization.  

6. Service Limitations

   The descriptions of products and services on the Websites and applications are not intended to constitute offers to sell or solicitations in connection with any product or service. All products and services are not available in all areas or to all parties and are subject to applicable laws and regulations. If you are interested in a particular product or service, you should contact us to request a complete description of the product or service, as well as information regarding its availability.  

7. Children's Information

   The Website is not intended for children under the age of eighteen (18). Minors who are enrolled in our insurance plans are only permitted to access the Website with a legal guardian. We will not knowingly collect or use any Personal Information regarding a user under the age of eighteen (18) without the consent of a parent or legal guardian. If you believe that we have unintentionally collected Personal Information about those under the age of eighteen (18), please contact us at our Web Security Help Desk.  

8. Personal Information, Privacy, and Cookies

   We incorporate herein and refer to our Privacy Notice on our Websites for information about the types of information we collect, how we use it, how you can control the use and disclosure of it, and how you may access and update Personal Information about you provided to Excellus BCBS. You understand that your Personal Information may be transferred over various networks and change to conform and adapt to technical requirements of connecting networks or devices. The Information we receive about you is governed by our Privacy Policy, which is available here: Privacy Notice.  

9. Links to Other Websites

   The Websites might include links to other websites. We are not responsible for examining or evaluating the content or accuracy of any other website and do not warrant and will not have any liability or responsibility for any other party’s materials or websites or for any other materials, products, or services of other websites. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any other party’s websites. Please review carefully other party’s website’s policies and practices and make sure you understand them before you engage in any transaction. Claims, complaints, questions, or concerns regarding other parties should be directed to that party.  

10. Prohibited Uses

    You may only use the Websites to make legitimate requests to purchase products or services offered. In addition to other prohibitions as set forth in the Terms and Conditions, you are prohibited from using the Websites or its Services or content: (a) for any unlawful or fraudulent purpose, including but not limited to, the use of fraudulent credit/payment card or bank information; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate Excellus BCBS’ intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based upon gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information or otherwise attempt to misrepresent yourself, mislead, or impersonate another; (g) to upload or transmit viruses, worms, or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Websites (or related website, other websites, or the Internet) or Services; (h) to collect or track the Personal Information of others; (i) to spam, phish, pharm, pretext, spider, crawl, scrape or facilitate the use of any malware or ransomware; (j) for any damaging, obscene or immoral purpose; (k) to interfere with or circumvent the security features of the Websites (or related website, other websites or the Internet) and/or Services, including those to prevent copying of content or that limit use; (l) to use any meta tags or any other hidden text using the Excellus BCBS name or trademarks; (m) to transmit or procure the sending of any advertising or promotional material, including any “junk mail,” “chain letter,” “spam,” or any other similar solicitation; (n) to systematically retrieve data or other content from the Services to create or compile, directly or indirectly, a collection, compilation, database, or directory without written permission from us; (o) to make any unauthorized use of the Services, including collecting usernames and/or email addresses of users by electronic or other means for the purpose of sending unsolicited email or creating user accounts by automated means or under false pretenses; (p) to employ a robot, spider, or other process or device to harvest email addresses or other visitor information or to monitor activity on the Websites; (q) to engage in unauthorized framing of or linking to the Services; (r) to engage in any automated use of the system, such as using scripts to send comments or messages, or using any data mining, robots, or similar data gathering and extraction tools; (s) to interfere with, disrupt, or create an undue burden on the Websites or the networks or services connected to the Services; (t) to sell or otherwise transfer your profile; (u) to use the Services as part of any effort to compete with us or otherwise use the Services and/or the content for any revenue-generating endeavor or commercial enterprise; (v) to decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of the website; (w) to copy or adapt the Services’ software, including but not limited to, Flash, PHP, HTML, JavaScript, or other code; (x) to upload or transmit (or attempt to upload or to transmit) viruses, trojan horses, malicious code, or other material, including excessive use of capital letters and spamming (continuous posting of repetitive text), that interferes with any party’s uninterrupted use and enjoyment of the Services or modifies, impairs, disrupts, alters, or interferes with the use, features, functions, operation, or maintenance of the Services; (y) to upload or transmit (or attempt to upload or to transmit) any material that acts as a passive or active information collection or transmission mechanism, including without limitation, clear graphics interchange formats (“gifs”), 1×1 pixels, web bugs, cookies, or other similar devices (sometimes referred to as “spyware” or “passive collection mechanisms” or “pcms”); (z) except as may be the result of standard search engine or Internet browser usage, use, launch, develop, or distribute any automated system, including without limitation, any spider, robot, cheat utility, scraper, or offline reader that accesses the Services, or using or launching any unauthorized script or other software; or (aa) in any way that may be deemed a breach or violation of any of our Terms & Conditions or Privacy Notice. We reserve the right to terminate your use of the Services or any related website for violating any of the prohibited uses.  

11. Accuracy, Completeness and Timeliness of Information

    1. Errors, Inaccuracies & Omissions

       The Websites may contain typographical errors, inaccuracies, or omissions that may relate to Excellus BCBS products, offerings, promotions, packages, programs, events, and materials. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders or programs if any information about the Services or on any related website is inaccurate at any time without prior notice (including after you have submitted your order, request, submission, payment, form, etc.).
       We do not take on any obligation to update, amend, or clarify information on the Websites or in the Services or on any related website, including without limitation, pricing, dates, availability, location, products, services, except as required by law.
       No specified update or refresh data applied in the Services or on any related website should be taken to indicate that all information in the Services or on any related website has been modified or updated.  

    2. Links to the Websites

       You may not create a link to any page of the Websites without our prior written consent. If you do create a link to a page of the Websites, you do so at your own risk and the exclusions and limitations set out above will apply to your use of the Websites by linking to it.

    3. Links from the Websites

       We do not monitor or review the content of other party’s websites or mobile apps that are linked to our desktop and mobile applications and Websites. Opinions expressed or material appearing on such websites or apps are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these websites and apps. We encourage our users to be aware when they leave our Websites and to read the privacy statements of these websites and apps. You should evaluate the security and trustworthiness of any other website and app connected to the Websites or accessed through the Websites yourself, before disclosing any Personal Information to them. Excellus BCBS will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of Personal Information.

12. Your Online Account

    If you open an online account with us, you are responsible for completing the registration process by providing and maintaining current, accurate, and complete information as requested on the applicable registration form and maintaining the strict confidentiality of your online account and password and for restricting access to your computer system. You are the only person authorized to use your login information and online account and you agree to accept responsibility for all activities that occur under your online account or password, whether such activities are permitted or suffered by you. You agree to notify us immediately of any unauthorized use of your online account or password or any other breach of security and ensure that you exit from your online account at the end of each session. We are not responsible or liable for any loss or damage that may occur as a result of someone else using your password or online account, either with or without your knowledge. You may not use anyone else’s online account at any time. We may terminate your online account for any reason at any time and upon termination of your account, you must destroy all materials obtained via the account, including any materials which permit identification of any individual.

13. Electronic Communications

    When you visit this website or send emails to us, you are communicating with us electronically and you therefore consent to receive communications from us electronically. We may communicate with you by email or by posting notices on this website. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that the communications be in writing.

14. Artificial Intelligence

    We may integrate Artificial Intelligence (“AI”) and associated technology into our services and operations. Please note all use of AI is monitored and reviewed by a human.

15. Disclaimer

    The information on the Websites are provided on an “as is” basis without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or condition of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. We do not guarantee, represent or warrant that your use of the Websites, or the Services, will be uninterrupted, timely, secure, or error-free. We do not warrant that the results that may be obtained from the use of the Services will be accurate or reliable. You agree that from time to time we may remove the Websites and Services for indefinite periods of time or cancel them at any time without notice to you. To the fullest extent permitted by law, Excellus BCBS excludes all representations and warranties relating to the Websites and its contents and Services for which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in the Websites and/or Excellus BCBS literature.
    Excellus BCBS shall have no duty to update or keep current our Websites and applications and disclaim any responsibility for the content or accuracy of the information contained on them. To the extent permitted by law, Excellus BCBS will not be liable to you or anyone else for (1) any decision made or action taken by you or anyone else in reliance on materials or information obtained or downloaded from our Websites or applications, or (2) any direct, indirect, consequential, incidental, special, or similar damages arising out of or related to the use of, delay in being able to use, or inability to use our Websites or applications, the materials, products and Services they provide, or any other hyperlinked website, third party application, or third party product or service, even if Excellus BCBS is advised of the possibility of such damages. Certain states do not allow the limitation or exclusion of liability, so some or all of the above limitations and exclusions may not apply to you.
    In no case shall Excellus BCBS, its directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including without limitation lost profits, lost revenue, lost savings, loss of data, damage caused to your computer, computer software, systems and programs and the data thereon, replacement costs, or any similar damages, whether based in contract, tort, strict liability or otherwise arising from your use of the Websites or Services or in any way related to the Websites and Services, including but not limited to any errors or omissions in any of the use of the Websites, Services or any content or product posted, transmitted, or otherwise made available. In any event, the aggregate liability of Excellus BCBS and our service providers under these Terms and Conditions shall not exceed five hundred dollars ($500).
    Excellus BCBS does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.  

16. Jurisdiction

    The Terms and Conditions and any separate agreements whereby we provide you Services shall be governed and construed in accordance with the laws of New York, without reference to any conflict of laws rules. By using our desktop or mobile websites or applications, i.e., the Websites, you hereby consent to the personal and exclusive jurisdiction and venue of federal and state courts in Monroe County, New York.
    The Websites are hosted in the United States. If you access the Websites from a location outside of the United States, you are responsible for compliance with all local laws. You agree that you will not use the Websites or Services in any country or in any manner prohibited by any applicable laws, restrictions or regulations.  

17. Arbitration Clause and Class Action Waiver

    Important: Please review as this affects your legal rights

    1. Arbitration Notice

       You and we agree that if there is any dispute or claim arising from or related to our Services, these Terms & Conditions, and/or the Privacy Notice, it will be resolved by confidential binding arbitration in New York, rather than in court, after first giving Notice of the Dispute (“Notice”) to the other party and the opportunity to discuss resolution within thirty (30) days of such Notice. The Notice to us should be sent to 165 Court Street, Rochester, NY 14647. This Notice must include a description of the nature and basis of the claims the party is asserting and the relief sought.
       If you and we are unable to resolve the claims described in the Notice within thirty (30) days after the Notice is sent, you or Excellus BCBS may initiate arbitration proceedings. There is no judge or jury in arbitration, and court review of an arbitration award is limited. However, an arbitrator can award on an individual basis the same damages and relief as a court (including injunctive and declaratory relief or statutory damages) and must follow the provisions of these Terms & Conditions as a court would. YOU ACKNOWLEDGE THAT YOU ARE VOLUNTARILY AND KNOWINGLY FORFEITING YOUR RIGHT TO A TRIAL BY JURY AND TO OTHERWISE PROCEED IN A LAWSUIT IN STATE OR FEDERAL COURT.
       The Federal Arbitration Act and federal arbitration law apply, and the American Arbitration Association (“AAA”) will administer the arbitration under its Commercial Arbitration Rules and the Supplementary Procedures for Consumer Related Disputes. Payment of all filing, administration, and arbitrator fees will be governed by the AAA’s rules.
       The arbitration shall be held in Monroe County, New York, or at another mutually agreed-upon location. If the value of the relief sought is $10,000 or less, you or we may elect to have the arbitration conducted by telephone or based solely on written submissions, which election shall be binding on you and us subject to the arbitrator’s discretion to require an in-person hearing if the circumstances warrant. Attendance at an in-person hearing may be made by telephone by you and us unless the arbitrator requires otherwise.
       The arbitrator will decide the substance of all claims in accordance with the laws of the state of New York including recognized principles of equity and will honor all claims of privilege recognized by applicable law. The arbitrator’s award shall be confidential, final, and binding, and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
       Notwithstanding any provision in these Terms & Conditions to the contrary, you and Excellus BCBS agree that if we make any change to this section (other than a change to any notice address or website link provided herein) in the future, that change shall not apply to any claim that was filed in a proceeding against us prior to the effective date of the change. Moreover, if we seek to terminate this section, any such termination shall not be effective until thirty (30) days after the version of the Terms & Conditions containing this section is posted to the website and shall not be effective as to any claim that was filed in a proceeding against us prior to the effective date of termination.
       CLASS ACTION WAIVER: YOU AND POCIAL AGREE THAT DISPUTES BETWEEN YOU AND US WILL BE RESOLVED BY BINDING, INDIVIDUAL ARBITRATION AND YOU WAIVE YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION.If for any reason a claim proceeds in court rather than in arbitration,we each waive any right to a jury trial. We also both agree that you or we may bring a suit in court to enjoin infringement or other misuse of intellectual property rights.

    2. Claims and Disputes Must be Filed Within One Year

       To the extent permitted by law, and without limiting the effect of any disclaimer contained herein, any cause of action or claim you may have with respect to your use of the Services, including, without limitation, any website or mobile application or other Services-related product, services, or other content must be commenced within one (1) year after the claim or cause of action arises. This section applies to you and your heirs, successors, and assigns.

18. Enforcement

    Any unauthorized use of our website terminates your permission to access and use our website and may subject you to prosecution. If any provision in these Terms & Conditions is found invalid or unenforceable for any reason, that provision shall be considered severable from the other provisions and shall not affect the validity or enforceability of the remaining provisions. You agree that any claim arising out of or related to these Terms & Conditions or your use of our Websites must be filed with a court of competent jurisdiction within one (1) year after it arose or is permanently barred.  

19. Severability

    To the extent that any provision of these Terms and Conditions is deemed to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms and Conditions, such determination shall not affect the validity and enforceability of any other remaining provisions.  

20. Termination

    These Terms and Conditions are effective until terminated. We may terminate this agreement at any time without notice to you and may deny you access to the Websites and Services.  

21. Indemnification

    To the fullest extent permitted by law, and except to the extent arising from our negligence, recklessness, gross negligence, or intentional misconduct, you agree to indemnify, defend, and hold harmless Excellus BCBS, and our parent, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees made by any third-party due to or arising out of your breach of these Terms and Conditions or the documents they incorporate by reference, or your violation of any law or rights of a third-party. We reserve the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you shall cooperate with us in asserting any available defenses. You shall not settle any actions or claims on our behalf without our prior written consent.  

22. No Third Party Beneficiaries

    There are no third party beneficiaries to the Terms and Conditions. We shall have the right to assign our rights or delegate any of its responsibilities under these Terms and Conditions to an affiliate or in connection with a merger, consolidation, or reorganization for the sale of substantially all of our assets.  

23. Export Of Information

    The U.S. export control laws prohibit the export of certain technical data and software to certain territories. No content from this website may be downloaded or otherwise exported in violation of U.S. law.  

24. Accessibility

    Please see our accessibility page if you experience any difficulty accessing any of the Services.  

25. Changes To These Terms and Conditions

    We reserve the right to change, modify, or amend these Terms and Conditions at any time to reflect changes in our practices and service offerings. If we modify our Terms and Conditions, such changes will be effective upon posting. It is your obligation to check our current Terms and Conditions for any changes. Your continued use of or access to the Websites following the posting of any changes constitutes acceptance of those changes.
    These Terms and Conditions may only be modified in writing. Any ambiguities in the interpretation will not be construed against the drafter.  

26. Questions and Additional Information

    Questions regarding Excellus BCBS's Terms and Conditions may be directed to the Excellus BCBS Web Security Help Desk  

By Mail

Excellus BCBS Web Security Help Desk
Re: Website Terms and Conditions
333 Butternut Drive
Syracuse, NY 13214-1803

By Phone

Call us at: 1-800-278-1247 (TTY 711)

Online

Contact our Web Security Help Desk

Last updated: July 7, 2025