Online Services Information Quick Reference




Forgot User ID

Q: Forgot your User ID?
A: To reset your User ID please call the Customer Service phone number listed on your ID card.

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General Information

Q: What kind of information is available through Member Online Services?
A: Information regarding you and your family's eligibility, claims status, referrals and pre-authorizations, primary care physicians, handicapped and student status, as well as other insurance coverage.

Q: What will I be able to do on the Web site in the near future?
A: You will have the ability to change your primary care physician, update your personal information, order ID cards, make address changes and add dependents to your contract. Other functions will also soon be available, so keep an eye out for Web site updates.

Q: What if my questions aren't answered by the information available on the Web site?
A: If you can't find what you're looking for here, please call the Customer Service number located on the back of your member identification card.

Q: What if I believe that the information displayed via Online Services is incorrect?
A: If you believe the information displayed is not correct, contact Customer Service.

Q: How current is the information available via Online Services?
A: The information available on the Web is retrieved real-time from our processing system. If you were call Customer Service and update your personal information for example, the modification will be visible to you on the Web almost immediately.

Q: What about my privacy and the security of my personal information? I'm nervous about sharing this information, particularly via the Internet.
A: We recognize and respect your desire for privacy when it comes to your personal and health care affairs. We protect online information according to established company security standards and practices, and we continually evaluate new technologies for safeguarding information.

We use several different methods to protect your information:
  • Unique User Identification - Online Services requires two separate pieces of identification to properly identify you prior to allowing online access to your accounts, a User ID and Password.
  • Encryption and Secure Browsers - To use Online Services, we require that you use a secure browser with 128-bit SSL encryption to communicate with us. 128-bit SSL browsers have the highest level of encryption and are over a trillion times more secure than the next best form of encryption.
  • Firewall - Regardless of whether you use Online Services or not, your information will remain secure behind our Firewall. A firewall protects information between the Internet and our systems by acting like a "traffic cop" of network security, authorizing only legitimate access.
  • Constant Monitoring - We constantly monitors activity logs for any anomalies or discrepancies. If any potential problems arise that could compromise security or privacy, we investigate them thoroughly.
  • Security Upgrades - We constantly evaluate the latest security technologies, and upgrade our systems whenever relevant improvements become available.
For full statements regarding the privacy and security of your personal information, please click on the Privacy and Security buttons at the top of our Web page.

Q: Will I be charged for using this Web site?
A: No, there is no charge at all for accessing the site. Feel free to logon as frequently as you'd like to review the information available.

Q: How do I provide feedback / suggestions regarding the site itself?
A: IF NO SURVEY AVAILABLE:
On the Member Services home page, click on the "Your Feedback" option on the navigation bar located on the left hand side of the window. Select (1) the type of feedback you'd like to send, (2) your reason for writing, (3) your quick mood assessment, (4) enter your feedback in the text entry box provided, (5) answer a few additional questions, (6) edit your "letter" and send your feedback for our prompt review.

Q: What is the benefit of using Online Services to view my healthcare information?
A: Accessing your information via the Web saves you the time and energy of having to call Customer Service to ask a question, provides more data to assist in making smarter, more timely decisions related to your healthcare, allows you to more proactively monitor your authorization and claims processing and hopefully will lead you to take a more active role in managing your own care.


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System Access / Connectivity

Q: What type of computer do I need to get access to Online Services?
A: The following is the minimum recommended hardware configuration for a computer accessing the Internet Web site:
  • CPU/Processor: 486DX/66 MHz or higher (Pentium-class machine recommended)
  • Memory: For Windows 95 and 98: 32 MB of RAM minimum (64 MB recommended); For Windows NT: 32 MB of RAM minimum (64 MB recommended)
  • Video: Resolution setting of 800x600 with 16-bit color depth minimum (1024x768 with 16-bit or 24-bit color depth recommended)
  • Hard drive space: At least 75 MB for the installation of the Internet browser
  • Mouse
  • Modem: 28.8Kbps minimum (56Kbps or higher recommended)
Q: What software must I have loaded on my computer to access the site?
A: The following includes the recommended software that should be installed on the computer accessing the Internet Web site:
  • Operating System: Windows 95, 98 or NT 4.0 (with Service Pack 4 installed).
  • Web Browser: Internet Explorer 5.5 or higher
Q: How do I get connected to the Internet?
A: Contact your local Internet Service Provider (ISP) or employer for connectivity to the Web from your home or office. If connecting from your home computer, there are multiple types of connections available including DSL, cable as well as standard analog "dial-up" connectivity, all which are typically provided for a monthly service charge.

Q: Why did my Online Services session end while I was away from my computer for a short time?
A: If you are logged into Online Services but remain inactive for 10 minutes you will automatically be timed out. Login again to return to Online Services.


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Registration / Login / Password Change

Q: How do I register to use Online Services?
A: If you have been notified of the accessibility of the Online Services features, please complete the following:
  1. Click on the "Register for Online Services" button on the navigation menu on the left-hand side of the Member Services home page,
  2. Click on the "Click Here to Self-Register" button found in the bottom section of the Online Services page and
  3. Enter the appropriate information from your member identification card into the online registration form (Subscriber ID, Member Suffix, Group Number, Date of Birth, Place of Birth, User ID, Password and Email Address).
For detailed information regarding each of the data elements requested, please select the "CLICK HERE" link highlighted in red at the top of the form.

Q: Why have I not been notified of the availability of the Online Services functions?
A: Access to these functions is being released on a limited basist, but will soon be available to all members. Please standby for additional updates provided to you via your Employer, direct health plan communication or Web site updates. Thank you for your patience!

Q: What if I cannot register because the system states that my Subscriber ID or Group Number is Invalid?
A: Contact the health plan Benefit Administrator in your Employer's Human Resource Department or Customer Service directly via phone to gather the correct information. For security purposes, Customer Service will verify personal data to provide you with this information.

Q: How do I register if I can't locate my Member Identification Card?
A: To obtain the pertinent information from your identification card (Subscriber ID, Member Suffix and Group Number), contact either the Benefit Administrator in your employer's Human Resources department or the Customer Service directly via phone. For security purposes, Customer Service will have to verify personal data to provide you with this information.

Q: How do I register if I have coverage under more than one group or policy?
A: At this time, separate logins are required for each group or policy covering you and your dependents. You must register separately since one User ID will only retrieve information for one corresponding Group Number entered during the Online Services registration process.

Q: What if I've forgotten my User ID and/or password?
A: If you've forgotten only your User ID, contact Customer Service and it will be provided to you upon verification of personal information. If you've forgotten your User ID and your password, retrieve your User ID from Customer Service, then click the "Forgot Password?" button on the navigation menu on the left-hand side of the Member Services home page to receive your password via email. If you've forgotten only your password, go right to the "Forgot Password?" button on the navigation menu on the left-hand side of the Member Services home page.

Q: How do I login to use Online Services?
A: If you have been notified of the accessibility of the Online Services features, please complete the following: (1) Click on the "Login to Online Services" button on the navigation menu on the left-hand side of the Member Services home page, (2) Click on the "Click Here to Log In" button found in the bottom section of the Online Services page, (3) Read and click the "I Agree" link on the navigation menu on the left-hand side of the window to confirm you are an authorized user and (4) Enter your Username (User ID) and Password in the spaces provided on the left navigation bar to login, remembering that the Username and Passwords are case sensitive. You will be provided with a menu on the left navigation bar giving you two options at this time: Member Information and Logoff.

Q: What if I disagree with the Terms of Use agreement when attempting to Login to Online Services?
A: You will not be permitted to utilize Online Services unless you certify that you are a valid user and recognize the Terms noted in this agreement. Selecting the "I Disagree" link on the left navigation menu returns the user to our home page.

Q: What if I've entered by User ID and password into the Login window and it doesn't work?
A: Remember that User IDs and passwords are case sensitive, so make sure you've tried all potential User ID/password combinations. You will be locked out after three unsuccessful attempts. If your login attempt continues to be unsuccessful, click the ""Forgot password" button to reset your password, or contact Customer Service.

Q: Do Online Services passwords expire?
A: No, at this time Online Services passwords do not expire.

Q: How do I change my password?
A: If you have already registered to access the Online Services features, please complete the following:
  • Click on the "Change Password" button on the navigation menu on the left-hand side of the Member Services home page,
  • Click on the "Click Here to Change Passwords" button found at the bottom of the Online Services page and
  • Enter all necessary information required (Existing User ID, Current Password and New Password) for your password to be changed accordingly.
Q: What if I'm unable to change my password because the system states I do not have a valid User ID or Password?
A: Remember that User IDs and passwords are case sensitive, so make sure you've tried all potential User ID/password combinations. To eliminate the password as the problem, click the "Forgot Password?" button on the navigation menu on the left-hand side of the Member Services home page. If the issue appears to be your User ID, contact Customer Service and it will be provided to you upon verification of personal information. If you were using the correct User ID and password combination and still cannot change your password, ask our representative to investigate the problem.



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Understanding your Demographic / Health Plan Eligibility Information

Q: How do I access my eligibility, benefit, address, primary care physician, student and handicapped status and other insurance information for each of my family members?
A: Upon successful login to Online Services, you will be presented with two main menu options on the navigation bar on the left-hand side of your Online Services Welcome page.
  • Click on the "Member Information" button on the navigation menu,
  • Enter the required "As Of" date for your family member search and click the "Find" button,
  • Click on the line of the family member about which you are inquiring and
  • To retrieve information about that family member, switch between the tabs located at the top of the window. All information displayed will reflect what was effective on the "As Of" entered on the family member search in Step #2 above.
Tabs displaying demographic / health plan eligibility information include the following:
  • Member Information
  • Address
  • Eligibility
  • Handicap / Student
  • PCP
  • Other Insurance
Q: On the initial Member Information (family member) search form, what happens if I don't enter an "As Of" date?
A: If today's date which is defaulted in the "As Of" date field is deleted in an attempt to perform an open search, you will be forced to enter a valid date before results will be returned.

Q: Why can't I go back farther than January 1, 2001 to retrieve Member Information via Online Services?
A: For practical storage and typical customer service inquiry purposes, information is only available as far back as January 1, 2001 For inquiries dating earlier than January 1, 2001, please contact Customer Service.

Q: What records are returned when I click Find on the initial Member Information (family member) search?
A: Members (both active or cancelled) who are or were covered by your policy will be listed. Members terminated prior to January 1,2001 will not be displayed.

Q: Why do I not see all six demographic / health plan eligibility tabs for all family members associated with my policy?
A: State and federal laws regulate the information you will be able to view online. Access to demographic and health plan eligibility information is granted as follows:
  • If you are a health plan SUBSCRIBER, you will not have access to the Address tab for your spouse or any dependents over the age of 18. Full access will be granted when reviewing your demographic / eligibility information and that of any dependents under the age of 18.
  • If you are a health plan SPOUSE, you will not have access to any information regarding the subscriber or any dependents over the age of 18.
  • If you are a health plan DEPENDENT OVER THE AGE OF 18, you will not have access to any information regarding the subscriber, spouse or any other dependents.
  • If you are a health plan DEPENDENT UNDER THE AGE OF 18, you will not have access to register or login to Online Services and must submit all inquiries to the Subscriber covered by the policy.
Q: Which tabs allow me to drill down and get additional information regarding my demographic and eligibility information?
A: Both the Eligibility and PCP tabs are "clickable" and allow you to display a greater level of detail:
  • Eligibility - Provides a benefit summary which you can gather additional information regarding In and Out of Network benefits
  • PCP - Displays additional detail regarding the physician selected as your PCP (primary care physician) for the date specified.

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Understanding your Referral and Prior Authorization Information


Q: How do I access my referral and pre-authorization information for each of my family members?
A: Upon successful login to Online Services, you will be presented with two main menu options on the navigation bar on the left-hand side of your Online Services Welcome page.
  1. Click on the "Member Information" button on the navigation menu,
  2. Enter the required "As Of" date for your family member search and click the "Find" button,
  3. Click on the line of the family member about which you are inquiring and
  4. To retrieve information about that family member, switch between the tabs located at the top of the window. All information displayed will reflect what was effective on the "As Of" entered on the family member search in Step #2 above.
Tabs Displaying Referral and Prior Authorization Information Include the Following:
  • Referrals
  • Pre-Authorization

Q: How much history will be displayed with respect to referrals and pre-authorizations for each family member?
A: Referral and pre-authorization data displayed will include three months prior and after the "As Of" search date you entered. For example, if you look for referrals using an "As Of" search date of May 1, 2002, Online Services will display referral information from February 1, 2002 to July 1, 2002.

Q: Why do I not see the referral and pre-authorization tabs for all family members associated with my policy?
A: State and federal laws regulate the information you will be able to view online. Access to referral and prior authorization information is granted as follows:
  • If you are a health plan SUBSCRIBER, you will not have access to either the Referral or Pre-Authorization tabs for your spouse or any dependents over the age of 18. Full access will be granted to this when reviewing your information and that of any dependents under the age of 18.
  • If you are a health plan SPOUSE, you will not have access to any referral and pre-authorization information regarding the subscriber or any dependents over the age of 18.
  • If you are a health plan DEPENDENT OVER THE AGE OF 18, you will not have access to any referral or pre-authorization information regarding the subscriber, spouse or any other dependents covered by your policy. Full access will be granted when reviewing your referral and pre-authorization information only.
  • If you are a health plan DEPENDENT UNDER THE AGE OF 18, you will not have access to register or login to Online Services and must submit all inquiries to the Subscriber covered by the policy.

Q: Which of the two tabs allow me to drill down and get additional information regarding my referrals and pre-authorizations?
A: Both the Referral and Pre-Authorization tabs are "clickable" and allow you to display a greater level of detail.
  • Clicking on a referral creates three detail tabs outlining additional information regarding the Plan, Referred By Physician and Specialist
  • Clicking on an authorization creates three detail tabs outlining additional information regarding the Plan, Requesting Provider and Servicing Provider

Q: Why are some referrals displayed and not others?
A: Referrals meeting the following criteria will be displayed to the users:
  • Referral Start Date is within three months (either forward or back) of the "As Of" date entered by the user on the Member Information Search. For example, if you use an "As Of" search date of May 1, 2002, Online Services will display referral information from February 1, 2002 to July 1, 2002.
  • Referral Status is Approved.

Q: Why are some pre-authorizations displayed and not others?
A: Authorizations meeting the following criteria will be displayed to the users:
  • Authorization Start Date is within three months (either forward or back) of the "As Of" date entered by the user on the Member Information Search. For example, if you use an "As Of" search date of May 1, 2002, Online Services will display referral information from February 1, 2002 to July 1, 2002.
  • Authorization Status is Approved.

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Understanding your Claims Information

Q: How do I access my medical and dental claims information for each of my family members?
A: Upon successful login to Online Services, you will be presented with two main menu options on the navigation bar on the left-hand side of your Online Services Welcome page.
  1. Click on the "Member Information" button on the navigation menu,
  2. Enter the required "As Of" date for your family member search and click the "Find" button,
  3. Click on the line of the family member about which you are inquiring and
  4. To retrieve information about that family member, switch between the tabs located at the top of the window. All information displayed will reflect what was effective on the "As Of" entered on the family member search in Step #2 above.
Tabs displaying claims information include the following:
  • Medical Claims
  • Dental Claims
Q: How much history will be displayed with respect to medical and dental claims for each family member?
A: Both medical and dental claims data displayed will include three months prior and after the "As Of" search date you entered. For example, if you look for claims using an "As Of" search date of May 1, 2002, Online Services will display claims information from February 1, 2002 to July 1, 2002.

Q: Why do I not see the medical and dental claims tabs for all family members associated with my policy?
A: State and federal laws regulate the information you will be able to view online. Access to claims information is granted as follows:
  • If you are a health plan SUBSCRIBER, you will not have access to either claims tabs for your spouse or any dependents over the age of 18. Full access will be granted to this when reviewing your information and that of any dependents under the age of 18.
  • If you are a health plan SPOUSE, you will not have access to any claims information regarding the subscriber or any dependents over the age of 18.
  • If you are a health plan DEPENDENT OVER THE AGE OF 18, you will not have access to any claims information regarding the subscriber, spouse or any other dependents covered by your policy. Full access will be granted when reviewing your claims information only.
  • If you are a health plan DEPENDENT UNDER THE AGE OF 18, you will not have access to register or login to Online Services and must submit all inquiries to the Subscriber covered by the policy.

Q: Why are some medical and dental claims displayed and not others?
A: Both medical and dental claims meeting the following criteria will be displayed to the users:
  • Claim Date is within three months (either forward or back) of the "As Of" date entered by the user on the Member Information Search. For example, if you use an "As Of" search date of May 1, 2002, Online Services will display claims information from February 1, 2002 to July 1, 2002
  • Claim Status is Processed or Pending.
Q: Is detailed service line information being displayed on the Web?
A: No, for specific diagnosis and procedures billed on claim service lines, contact your Rendering Provider or Customer Service. The detailed lines dollar amounts are summarized on the line which is displayed by Online Services.

Q: Why is there an "N/A" notation in the "Paid To" field?
A: If the claim Paid Amount is zero, "N/A" will be inserted into the "Paid To" field by Online Services.

Q: Why don't I see copay, coinsurance and deductible amounts shown on some medical claims?
A: These dollar amounts are only being displayed for processed medical claims.

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Error Messages / Troubleshooting

Q: What does "The System is Unavailable at This Time" mean and what should I do when I receive it?
A: Contact Customer Service and report the problem. You will need to provide the following information to appropriately investigate the issue:
  • Web site address
  • User ID
  • Member ID and Group Number(if applicable),
  • Constituent Type (Member / Employer)
  • What activity was being attempted and for which member
  • Steps taken after system login to walk them through exactly which one generated the error (critical)
  • Date/time

Q: What do I do if I receive the "Unable to Retrieve the Requested Data at this Time" message?
A: Attempt to access the data again. Many times, this indicates a momentary loss of connectivity to the database. If the problem persists for more than 5 minutes, contact Customer Service and report the problem. You will need to provide the following information to appropriately investigate the issue:
  • User ID
  • Member ID (if applicable)
  • Constituent Type (Member / Employer)
  • Steps taken after system login to walk them through exactly which one generated the error (critical)
  • Date/time
Q: What do I do when I receive an "Object Error?"
A: Contact Customer Service and report the problem. You will need to provide the following information to appropriately investigate the issue:
  • User ID
  • Member ID (if applicable)
  • Constituent Type (Member / Employer)
  • Steps taken after system login to walk them through exactly which one generated the error (critical)
  • Date/time

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