Co-Browse Terms and Conditions
EmblemHealth/ConnectiCare has partnered with Glance to provide a co-browse service to give you a more interactive experience with EmblemHealth/ConnectiCare representatives that support you when you call us.
This service is meant to be used as a tool to help troubleshoot any issues you might be having, and to enhance the support that you receive from our Service teams.
When using the co-browse feature, the representative can see your portal screens and navigate with you, which means the representative may be able to point to certain areas on the screen, but they are not able to engage directly with your screen by clicking or entering any information. Any changes to your portal that are needed during this co-browse session can only be made by you. The representative can guide you through certain features, but you are responsible for all interactions involving clicking, entering, and submitting information within your portal account.
The representative is not able to see any area outside of the portal pages, such as other tabs you may have open in your browser, or any other part of your computer screen. You can see an orange border around the parts of the screen that are visible to the representative.
There are also some areas within the portal that are restricted from our representative’s view; the representative is not able to see any page where you enter or view personal user data such as passwords, payment details.
If you click an external (including any publicly accessible page on EmblemHealth.com or ConnectiCare.com) or third-party link from the portal, the representative is not able to see any areas or pages you visit on the external or third-party website.
You can end the co-browse session at any time by clicking the ‘Leave session’ option at the bottom left corner of the screen.
Any actions you take during or pursuant to the co-browse session are considered to be authorized actions taken on behalf of yourself or the business on whose behalf you are using the co-browse service. You also authorize EmblemHealth/ConnectiCare to document and monitor communications between you and our representatives, and any actions taken, during a co-browse session for quality control and other permitted business purposes. We may suspend or discontinue the co-browse service at any time in our sole discretion.