Astiva Health

SMS Text Messaging Program – Terms of Service (SMS Text Policy)

Effective Date: March 26, 2026 | Version 1.0

Astiva Health, Inc. is a Medicare Advantage HMO plan with a Medicare contract. Enrollment in Astiva Health depends on contract renewal.

1. Program Description

Astiva Health (HMO) offers a mobile SMS/text messaging program for enrolled members. Messages may include care coordination updates, appointment reminders, health alerts, and other plan-related operational communications. All messages through this program are classified as operational or educational communications under CMS Medicare Communications and Marketing Guidelines (MCMG) and are not marketing as defined under 42 CFR § 422.2260. If this channel is ever used for marketing, separate prior written consent will be obtained, and required CMS disclaimers (such as Star Rating information) will be included as applicable.

2. Consent

By opting into this program, you expressly consent to receive automated text messages from Astiva Health or its authorized vendors, including messages sent using an automatic telephone dialing system (ATDS) as defined under the Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227. You also authorize the transmission of limited health-related information via SMS as permitted under the California Confidentiality of Medical Information Act (CMIA), Cal. Civ. Code § 56 et seq. Information that may be communicated includes: appointment reminders, care coordination instructions, health assessment follow-ups, and benefit-related notifications.

Consent is not required to purchase goods or services, enroll in Astiva Health, receive medical treatment, or access any Medicare Advantage benefits. Opting out will not affect your enrollment, benefits, or access to care in any way.

3. Privacy and Protected Health Information

Standard SMS is unencrypted. By participating, you acknowledge and accept the risk that information sent via text could be intercepted by unauthorized third parties. To protect your information consistent with HIPAA (45 CFR § 164.530(c)), Astiva Health applies the following safeguards:

• Messages contain only the minimum necessary PHI (45 CFR § 164.502(b))—no diagnosis codes, treatment details, or lab results.
• Messages may include first name, appointment dates/times, general reminders, callback requests, and benefit notifications.
• For detailed health information, you will be directed to call member services or use the secure member portal.

See our Privacy Policy at Astiva Privacy or call 1-866-688-9021 (TTY: 711)

4. Opt-Out

You may cancel at any time through any of the following methods:

• Text STOP to [Short Code] (you will receive a final confirmation message). Consistent with CMS requirements, an opt-out instruction will be included on each individual text message you receive.
• Call 1-866-688-9021
• Write to [Mailing Address] or email [Support Email]

Astiva Health will honor opt-out requests made through any reasonable means, consistent with FCC guidance. Requests are processed within ten (10) business days. To rejoin, you must enroll again through our standard process. Opting out does not affect your plan enrollment, benefits, or access to care.

5. Help and Accessibility

For further support, contact member services at 1-866-688-9021 (TTY:711). Language assistance is available free of charge.

6. Liability

Neither Astiva Health, its vendors, nor mobile carriers are liable for delayed, misdirected, or undelivered messages. This limitation does not affect your rights under your Evidence of Coverage, Medicare Advantage plan, or applicable law. If you believe you missed a time-sensitive communication, contact member services at 1-866-688-9021 (TTY:711)

7. Message Frequency and Rates

Standard message and data rates may apply. Message frequency varies based on your health plan activity and care management schedule. Contact your wireless provider with questions about your text or data plan.

8. Privacy Policy and Your Rights

Astiva Health will not sell or share your mobile number or personal data with third parties for their marketing purposes. Your full privacy rights are described in our Privacy Policy at Astiva Privacy. Key rights include:

• CPRA/CCPA: Right to know, delete, opt out of sale/sharing, and limit use of sensitive personal information (including health data via SMS).
• CMIA: Your medical information is protected under Cal. Civ. Code § 56 et seq. The opt-in authorization specifies the categories, purpose, and recipients of health information disclosed. You may revoke at any time per Section 4.

9. Grievances and Complaints

If you have concerns about this SMS program:

• Astiva Health: Call 1-866-688-9021 (TTY: 711)
• 1-800-MEDICARE: 1-800-633-4227 (TTY: 1-877-486-2048), 24 hours a day, 7 days a week.

10. Data Retention and Amendments

SMS message logs and opt-in/opt-out records are retained for a minimum of ten (10) years per 42 CFR § 422.504(d). You may request deletion of personal information under the CPRA, subject to regulatory retention exceptions, by contacting 1-866-688-9021 (TTY: 711) or visiting Astiva Privacy.

Astiva Health may modify these terms at any time. Material changes will be communicated at least thirty (30) days prior to the effective date. Continued participation after the effective date constitutes acceptance.

Non-Discrimination Notice: Astiva Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. To view our full Non-Discrimination policy, please visit: Non-Discrimination Policy

Notice of Availability of Language Assistance Services and Auxiliary Aids Free language assistance services, including translated documents and interpreters, are available to you. To view our full Notice of Availability in all required languages, please visit: Language Assistance