Supporting Better Health with Smarter Technology

Using AI Responsibly to Enhance Your Healthcare Experience

At AZ Blue, we are committed to using AI in a responsible, transparent, and thoughtful way. Our goal is to leverage technology to improve access to care, simplify your experience, and support better health outcomes, while always keeping people at the center of every decision.

Our Commitment

We believe AI should enhance, not replace the human experience in healthcare.

  • People First

    Human expertise is at the heart of care and decision-making.

  • Transparency

    We are clear about when and how AI is used.

  • Privacy & Security

    We protect your data with strong safeguards.

  • Responsible Use

    We design AI to be fair, reliable, accountable, and continuously improving.

What is AI?

Artificial intelligence (AI) is technology that can analyze information, identify patterns, and support decision-making.

At AZ Blue, AI is used as a supporting tool helping our teams work more efficiently and deliver better service while people remain in control.

While AI can help improve efficiency and insights, it is not perfect and may not always get everything right. That is why human review and ongoing monitoring are essential parts of how we use these tools.

  • How We Use AI

    We use AI to improve your experience and support better care:

    • Better experience – Faster support and more personalized service
    • Improved care – Insights that help providers deliver quality care
    • Greater efficiency – Streamlined processes and faster response times
    • Stronger connections – Helping you find the right care when you need it
    • Proactive support – Identifying needs earlier and enabling preventive care

    Our goal is to make healthcare more personal, accessible, and efficient.

  • Where You May Encounter AI

    You may interact with AI-powered tools when:

    • Using chat or virtual assistant features for support
    • Receiving personalized communications or outreach
    • Accessing tools that help connect you to care or services
    • When our teams use technology to help review information more efficiently

Human Oversight

AI supports our teams, but it does not replace them. We do not rely on AI to make decisions that affect your coverage or care, including claims, prior authorizations and appeals. Trained professionals review and oversee important decisions to help ensure they are accurate, fair, and appropriate. If you have questions about a decision or need additional review, you can contact us and request further evaluation.

  • Protecting Your Information

    We understand that trust starts with how your information is handled. Your data is protected every step of the way.

    We use:

    • Strong data governance and access controls
    • Ongoing monitoring by security and compliance teams
    • Strict privacy and confidentiality practices

  • Responsible AI Governance

    We take a thoughtful approach to AI. This ensures AI is used safely, ethically, and in alignment with industry standards, including:

    • Ongoing risk assessment and monitoring
    • Testing for accuracy, fairness, and performance
    • Oversight of internal and third-party AI tools

Our Commitment to Transparency

AI is constantly evolving and so are we.

  • We continuously monitor performance, strengthen our practices to address new risks and regulations.

  • We listen to member feedback, and improve how we design and use AI.

  • We are committed to transparency, accountability, and ongoing improvement.

  • We believe you should understand when and how AI is used in your experience.

We strive to:

• Provide information in plain, understandable language.
• Be open about how these tools support our services.
• Continuously improve based on feedback.