Notice of Artificial Intelligence (AI) Practices

Our commitment to use AI responsibly

LifeWise has established an AI program that is committed to the development, deployment, and governance of AI applications in a responsible, ethical, legally compliant, transparent, secure, and socially beneficial way while unlocking AI’s transformative potential. AI use at LifeWise is guided by six principles and privacy practices and governed by a cross-functional committee.

LifeWise is committed to ensuring that customers benefit from the use and application of AI, while ensuring that such use and application does not unfairly discriminate on the basis of age, sex, sexual orientation, gender identity, race, color, national origin, religion, health status, degree of medical dependence or quality of life, or disability.

How we govern AI use at LifeWise

LifeWise uses regulatory guidance to formulate the requirements of our AI program. This includes guidance from the National Association of Insurance Commissioners, National Institute of Standards & Technology, Department of Justice Evaluation of Corporate Compliance Programs,  and Washington Office of the Insurance Commissioner.

LifeWise developed a cross-functional approach to governance and implementation in order to integrate AI thoughtfully and responsibly into our operations. The network of committees, each tasked with overseeing AI responsibilities in their respective domains while collaborating to ensure cohesive strategies across the organization, includes:

Board of Directors (BOD)

• LifeWise’s Board of Directors (BOD) is responsible for governing the Company by establishing its mission, strategic direction, and policies while ensuring adherence to ethical standards and regulatory compliance. The BOD approves major financial decisions and maintains accountability to key business partners including patients, healthcare professionals, and the communities LifeWise serves.

Executive Leadership Team (ELT)

• The Executive Leadership Team (ELT) is responsible for setting and executing the vision, direction, and goals of the Board of Directors. The ELT is responsible for managing the day-to-day operations of the Company and providing leadership and guidance to staff across the organization to ensure high-quality, ethical, and compliant delivery of services.

Compliance & Ethics Committee (CEC)

• The Compliance and Ethics Committee (CEC) assists the Corporate Compliance & Ethics Officer in the oversight of LifeWise’s Compliance & Ethics Program and the Privacy Official in the oversight of LifeWise’s Privacy Program.

Data and AI Ethics Committee (DAIEC)

• The Data and Artificial Intelligence Ethics Committee (DAIEC) is a cross-functional team of LifeWise leaders and subject matter experts (SMEs). The DAIEC adopts company-wide policies for the use of data and AI and makes ethical decisions about appropriate uses and controls for AI technology. DAIEC decision-making considers the anticipated benefit to individuals, the potential risks, and the performance and capabilities of each AI system. The DAIEC reviews and approves AI uses that relate to member services.

Artificial Intelligence Leadership Committee (AILC)

• The Artificial Intelligence Leadership Committee (AILC) is a cross-functional team of leaders and SMEs from across the company that sanctions and facilitates the adoption of AI throughout the enterprise. It creates frameworks to align AI innovations with business strategy and technical excellence.

Information Protection Committee (IPC)

• The Information Protection Committee (IPC) oversees privacy and security, including for AI.

How we evaluate uses of AI

All AI uses at LifeWise will be reviewed, approved, and inventoried through the Strategic AI Governance Evaluation (SAGE) process to ensure the application of AI is responsible, ethical, technically sound, and in alignment with the company’s strategic goals. This includes when AI provided or performed by Third Parties is used to provide services on behalf of LifeWise.

LifeWise vendors that utilize AI to provide services to the Company or its members are required to disclose these uses to LifeWise. Third party uses of AI are subject to the same SAGE Review and AI Risk Assessment requirements as direct uses of AI by LifeWise.

Types of AI we may use

LifeWise is currently leveraging and reviewing major AI technology types, including:

Machine learning

• A field within AI that focuses on the ability of computers to learn from provided data without being explicitly programmed.

Predictive models

• The mining of historic data using algorithms and/or machine learning to identify patterns and predict outcomes that can be used to make or support the making of decisions.

Generative AI/Large Language Models (LLMs)

• A type of Artificial Intelligence Model characterized by its ability to create new content, insights, or data. The outputs of these AI systems often mimic or appear indistinguishable from human-generated outputs. The primary type of Generative AI currently used at LifeWise is Large Language Models (LLMs).  An LLM is a deep-learning system trained on a massive corpus of text data to generate human-like language outputs.

Natural language processing

• A branch of AI that helps computers understand, interpret, and manipulate human language.

Deep learning

• A subset of machine learning techniques based on artificial neural network models, usually used in models for image, sound, video, and text classification problems.

How we are currently using AI

LifeWise is committed to using AI to better serve our members. LifeWise has robust AI Governance testing and monitoring in place that ensure the uses of AI remain fair and safe.

LifeWise uses AI to improve internal efficiency for various administrative processes, such as office functions, software coding, cybersecurity operations, employee training, and to support risk scoring and risk adjustment processes.  We also use AI for the following uses:

• LifeWise uses AI to quickly approve requests for benefits.
• LifeWise uses AI to streamline processes related to claims and appeals reviews.
• LifeWise uses AI to support identification of potential fraud, waste, and abuse.
• LifeWise uses AI to identify members who could potentially benefit from case management and other outreach and support.
• LifeWise and its partners may use AI to support providing personalized wellness services to members.

Reporting a concern

If you believe your rights have been violated, or if you disagree with a decision we made about a use of AI, you may file a complaint with the LifeWise Compliance & Ethics Hotline by calling 800-360-9535.

Contact information

You may learn more or ask questions about any information in this Notice by contacting us at: