Answers to Common Questions:
Is it safe to access my personal health information over the Internet?
We're committed to protecting your privacy. That's why we use Secure Sockets Layer (SSL) technology. As the industry standard, it's among the safest software available today for secure transactions. It encrypts all the personal information you send and receive so someone else can't read it as it travels over the Internet. If you've ever given your credit card number over the Web, chances are you've used the same technology.
What if I forget my User ID?
If you forget your User ID, call our Web Security Help Desk at 1-800-278-1247 Monday - Friday, 9 a.m. to 4:30 p.m. (EST). We will ask you some questions relating to your account that you must answer correctly before we can release your User ID.
What if I forget my Password or want to change my Password?
If you forget your Password, enter your User ID and click on the 'Forgot Password' link on our login page. If you previously entered a password hint, it will be displayed to help you remember your password. If you did not enter a password hint, please call our Web Security Help Desk at 1-800-278-1247 for assistance, Monday - Friday, 9 a.m. to 4:30 p.m. (EST).
If you want to change your password, you can do so by clicking 'Change Password' from our menu.
I received a message that my User ID and Password are incorrect. What should I do?
Passwords are sensitive to upper and lower case letters, but User IDs are not. For example, if your password was originally entered in all capital letters, you must enter it here the same way.
What browser do I need to access this site?
You will need Internet Explorer or Firefox (one of the latest two versions, non-Beta) to use the secure features of this site. We chose these browsers because of their solid performance, support of encryption that protects the privacy and security of the information we transmit to you, and high industry adoption rate. You can download Internet Explorer at www.microsoft.com or Firefox at www.mozilla.com. If you are using your work computer, you may need to contact your company's IT help desk to get your browser upgraded.
Does my browser need to accept cookies?
Yes. But, since we use only temporary cookies' they will not be permanently saved to your computer. You will not need to delete them.
Is your Web site compatible with the Macintosh platform?
Since Web visitor reports show less than 3% of visitors to our Web site use the Macintosh platform, we do not support nor test for specific compatibility with Macintosh. Although we don't test with Macintosh computers, customers who use the Macintosh platform are likely to find that the Firefox browser is generally compatible with our Web site. We do test our Web site with both Firefox and Internet Explorer browsers (PC versions). We chose these browsers because of their solid performance, support of encryption that protects the privacy and security of the information we transmit to you, and high industry adoption rate.
If you experience problems using either browser, you should check back with Microsoft.com or Mozilla.com to see if you are missing any updates which might solve your problem.
Is there a cost to use the features on this Web site?
No. We provide this service free of charge to our members.
Can everyone in my family have their own account?
Yes, each family member should setup his or her own account with a unique user ID and password.
How do I update my account information?
Using the features on the menu of this site , you can make most of your changes online. For other account corrections, contact your group administrator if your coverage is through your employer or a group. If you purchase your coverage directly from us, follow this contact information link to find our Contact Us/Customer Service Department pages.
How many characters do I need for my User ID?
Your User ID must be between 5 and 8 characters long. User IDs are not case sensitive.
How many characters do I need for my Password?
Your password must be between 6 and 32 characters long. We suggest that you use a mix of letters and numbers to further protect your security. We also suggest that you change your password on a regular basis. Passwords are case sensitive.
What are your Web site hours?
While most of our Web services are available 24-hours a day 7-days a week, some of our inquiry features may be unavailable between 5 a.m. to 7 a.m. and at other times for routine maintenance.
Does my account ever expire?
Yes, log in every 30 days to keep your account active.