Frequently Asked Questions

How can I find out if my doctor is in the network?

Click on the Find the Doctor tab where it says "Find a Doctor" and then review the back of your member ID card for information about which network applies to you.

What if I can't find my doctor in the network?

Try to revise your search and check your spelling. If you still can't find the doctor, call the customer service phone number on the back of your ID card or click contact us at the bottom of the page to find the appropriate phone number.

How often do you update the information in the provider search section?

The date that information was last updated appears with each provider's name in your search results. We try hard to offer the most complete and accurate provider information, but it's always a good idea to ask when you're making an appointment to be sure the provider is still in the network and accepting new patients.

Is there an advantage to seeing in-network providers?

Yes. Network providers have agreed to accept lower amounts as payment in full (the "allowed amount"). Your share of the cost is based on these amounts when you see in-network providers. In-network providers also file claims for you. If you see an out-of-network provider, you're responsible for your share of the charges plus any amount over the allowed amount.

What if it's an emergency?

If you believe your symptoms indicate a medical emergency, get immediate care by calling 911 or by going to the nearest emergency facility. You're covered for any necessary emergency care, but you should work with your doctor at home for follow-up care.

What if it's not an emergency, but I need care after hours?

Most offices and clinics have on-call doctors who can help direct your care 24 hours a day. Call your doctor or clinic for more information.

What is covered?

Refer to your Summary Plan Description for the most complete information about what is and is not covered.

How do I get a replacement member ID card?

You can go to the "Order ID Card" section once you have logged in and click on the Order ID Cards tab after selecting which member needs the replacement card. You will then receive a confirmation of your order.

How do I add an individual to my coverage?

To add or cancel a dependent, please contact your employer.

How do I get a copy of an Explanation of Benefits?

You can go to the "My Claims" section once you have logged in and click on the "View Claims" tab after updating the specific criteria. Once you do a search of the claim(s) you need, you will then see an EOB button displayed. Click on the EOB button to view and print off a copy of the EOB needed. We display only the current year and previous 2 years.

Does this website have any technical requirements?

This site works best if you use one of the following browser versions and encryption.

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