Nexillo Health ("we," "us," or "our") is a Third Party Administrator (TPA) serving self-funded employer health plans. This Privacy Policy describes how information is handled in connection with our public website, the Nexillo Health Member Portal mobile app, and our role in administering member benefits on behalf of employer clients. We are not a hospital, health insurance carrier, or licensed medical provider.
01 Who We Are
Nexillo Health is a Third Party Administrator (TPA) that provides benefits administration, cost containment, and member services to self-funded employer health plans. We act on behalf of employer clients to administer their health benefit programs and support their plan members.
Our public website (nexillohealth.com) is an informational site for employers, brokers, members, and providers. All portals are accessible only to authorized users and operate on separate, secured infrastructure from this public website.
02 This Website Does Not Store Personal Information
This public website does not store or retain personal information. Any inquiry submitted through our contact form is delivered directly to our team by email and is not stored in a database or any backend system connected to this website.
We do not use analytics tools, advertising pixels, tracking cookies, or any third-party data collection services on this website. The Nexillo Health Member Portal mobile app is covered separately in Section 04.
03 How Member Information Is Handled
Member and user personal information may come from two sources:
- An employer client, who provides enrollment data as part of the plan setup process on behalf of their employees
- Directly from a user, when they submit a request-access form to gain access to a Nexillo Health portal
In both cases, Nexillo Health collects only the information necessary to verify identity, establish appropriate portal access, and support the administration of health benefit services.
All member and user data is handled exclusively through our secure, private portals, mobile app, and systems - not through this public website.
04 Mobile App
This Privacy Policy also applies to the Nexillo Health Member Portal app for iOS and Android. The app is for plan members whose accounts are provided by their health plan; it does not offer account sign-up.
Information the app handles. To show members their benefits, the app uses the following information:
- Name, email address, phone number, and mailing address
- Member ID, coverage details, and member ID card
- Claims, referrals, and deductible and out-of-pocket amounts
- Plan notices and plan documents
- Provider searches run in Find Care, such as a provider name, specialty, or ZIP code
External provider directories. For some plans, Find Care opens the provider directory of the plan's network partner (for example, a carrier's online directory) in a browser window within the app. Searches made there go directly to that partner's website, are not received by Nexillo Health, and are governed by that partner's own privacy policy.
Information stored on the device. A copy of the member's ID card is stored within the app so it can be viewed without an internet connection. It is deleted when the member signs out. If the member turns on Face ID or fingerprint lock, the check is performed by the device; the app never receives biometric data.
Diagnostics. The app sends crash reports, performance data, and basic usage events (such as app launches) to our app platform provider to help us fix problems and improve reliability. This data is not used for advertising and is not linked to a member's identity.
We do not use the app to track members across other companies' apps or websites, and we do not sell or share app data for advertising.
Retention. Claims, coverage, and other plan records are protected health information under HIPAA, which we handle as a business associate of the member's health plan. We retain these records for the periods required by HIPAA, ERISA, applicable state law, and our agreements with the plan, and we safeguard them under the HIPAA Security Rule for as long as we hold them. A deletion request may not remove records we are legally required to keep. To request access to, correction of, or deletion of information, see Section 09.
05 Phone Number Use & SMS Communications
Phone numbers used for SMS communications may be sourced from:
- Enrollment data submitted by an employer on behalf of their employees
- Information provided directly by a user when completing a request-access or registration form on a Nexillo Health portal
These phone numbers are used solely to support the administration of health benefits and secure portal access. Specifically, member phone numbers may be used for:
- Account verification and two-factor authentication (OTP/2FA) when accessing portals
- Benefits-related notifications and plan updates
- Claims status communications
- Contact center callback confirmations when a member requests a callback
Nexillo Health may use phone numbers on file to send SMS messages including, but not limited to: account verification codes (OTP/2FA), account notifications, benefits-related updates, claims status communications, and other transactional messages related to a user's account. Message frequency varies. Message and data rates may apply. Reply STOP to cancel or HELP for assistance. Phone numbers are not used for unsolicited marketing and are not sold or shared with third parties for their own marketing or commercial purposes.
06 How We Use Member Information
Information on file for plan members is used exclusively to:
- Verify member identity and authorize access to private portals
- Administer health benefit plans on behalf of employer clients
- Deliver member services including claims processing, benefits communications, and care coordination support
- Send account verification, benefits notifications, and service-related SMS communications as described in Section 05
- Operate, secure, and improve our portals and mobile app
- Comply with applicable legal, regulatory, and contractual obligations
07 Data Sharing & Disclosure
We do not sell member or client information. We do not share personal information with third parties for marketing purposes. Information may be disclosed only in the following limited circumstances:
- With the employer client on whose behalf we administer benefits, as required to fulfill our TPA obligations
- With vendors and service providers who support our platform operations, under strict contractual data protection obligations
- As required by applicable law, regulation, court order, or government authority
- To protect the rights, safety, or property of Nexillo Health, our employer clients, or plan members
08 Data Security
Nexillo Health maintains administrative, technical, and physical safeguards designed to protect member and client information against unauthorized access, disclosure, alteration, or destruction. Member portals and the mobile app operate on separate, secured infrastructure from this public website, are accessible only to verified, authorized users, and encrypt information in transit.
09 Member Rights
Plan members who have questions about their personal information, or who wish to request access to, correction of, or deletion of their information, should contact their employer's HR or benefits administrator, or reach out to Nexillo Health directly using the contact information below.
10 Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or applicable requirements. When we do, we will revise the effective date at the top of this page. Continued use of our website or services following any update constitutes acceptance of the revised policy.
11 Contact Us
For questions or concerns about this Privacy Policy, please contact:
- Email: support@nexillohealth.com
- Phone (General): +1 214-550-3457
- Phone (Members & Providers): +1 877-686-1901
- Mailing Address: Nexillo Health, 2999 Olympus Blvd, Ste 450, Coppell, TX 75019
We are committed to resolving any privacy-related concerns promptly and transparently.
