updates, how long does it

Client Portal FAQ’s Q: What is the Client Portal Web Address/URL? A: my.mwadmin.com Q: I forgot the username and password that I created upon Registra...
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Client Portal FAQ’s Q: What is the Client Portal Web Address/URL? A: my.mwadmin.com Q: I forgot the username and password that I created upon Registration. How do I gain access? A: On the front screen of the portal my.mwadmin.com/ you will see the words “forgot password”. Click that wording and it will ask you for your username or email address. Enter the corresponding information that will match what you used when you registered the portal and click “submit”. It will generate a temporary password to your email that you entered and walk you through the process of creating a new password. Q: I want to change my password when I’m in the portal, where do I go to change it? A: If you are inside the portal you can click the words “Manage Portal” in the upper right hand corner of the screen. This will walk you through how to reset your password as well as a place to change your email address if you should ever want to have that changed. Q: Am I required to change my password after a certain amount of time? A: No, your password is indefinite. Q: When I log into the Client Portal and make changes/revisions/updates, how long does it take to show in the carriers system (Delta Dental, MWG Dental, AmFirst Dental, Standard Life Dental, All vision carriers)? A: A file is sent at the end of each week to the carriers with newly updated information, so the member eligibility shows the next week. We recommend any additions, changes, or terminations for these carriers be completed before Thursday at 10 am each week. This may change with Holidays. Q: When I log into the Client Portal and make changes/revisions/updates, how long does it take to reflect the changes in MWG’s system? A: It is instant. Q: I have a new credit card and need to update my expiration date on the card I’m using on my current policy payment. Can I do this in the portal and if so, where? A: Yes, once logged into your individual secure Client Portal, click on the Products tab. One of the options listed under each product you have is “update payment method”. Click that wording and it will walk you through how to update your information and instantly save it in our system. It’s that simple!

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Q: I want to add a banking account or new credit card for my new payment method on my policy. Where do I go to do this and how? A: The products tab. Click the “Products” tab and it will display the product(s) that they have on file. If the product is not expired, there will be an “Update Product Method” button you can click to the far right and it will allow you to go to the payment screen which displays what your current method of payment, as well as, a drop down box below it where you can add a new credit card or banking account. If a new method of payment is added, you will need to refresh the screen and then it will be available in the drop down box as an option. Choose it and click “save”. It will hide the old payment method so it will not appear in the box and the new payment method will have populated into the current payment method field above it. If you have a package plan it will treat it as a combo and update the parent (dental) product and keep it as one packaged charge. If you have multiple standalone plans, you must update each one individually. It will not auto change it for more than the one product selected at a time. Q: If I am currently set up on bank account but I want to switch to a credit card payment instead, is this possible (or vice versa)? A: Yes, and you can do it right there on the products tab. Select from the drop down arrow at the bottom of the page to Add a credit card and fill in the data and submit. The credit card will then show in the drop down as an option once the page is refreshed, you can choose it and click save! It will populate the field above it stating it is the current method of payment now. It will not use this card until your scheduled draft date, meaning this can be done at any time. Q: What credit cards are accepted to make a payment? A: At the time of the initial enrollment we accepted three major credit cards: VISA, MasterCard, and Discover or there is always the option to pay with a bank account on draft. If At the time of enrollment, American Express is not an option for payment. However, after you are established in our system you can call into customer service and change your payment method or register your personal client portal at my.mwadmin.com to include American Express as a payment option going forward. Q: What if my credit card expires and I forgot to update the payment method in time. Will I be notified? A: You will not be notified through the portal itself. However, our company mails out letters two months prior from when a credit card on file shows that it will expire. MWG will continue to also mail a final notice when a policy is terminated. Q: Can I add a dependent to my current policy? A: Yes. Log into your Client Portal and select the Dependents tab from the top of the tool bar options. There you can walk through the guided steps of adding a dependent to your policy. However, they are not automatically enrolled in anything. The second step to the process of adding a dependent is once they are submitted and displayed, you will then need to enroll

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them into an available product. The products available for enrollment will be displayed next to

their name when you click the words that will appear stating “available products”. Q: Can I delete a dependent on my policy through the portal? A: Yes. Choose the dependents tab, click on the name you want terminate and click terminate product based on the date you select. It will display the next available date for termination based on the paid through date of your premiums that satisfy your policy. There is nothing more you will need to do. The status will then show “terminated” next to the dependent’s policy. Q: What if I move, can I update my mailing address in the Client Portal? A: Yes. Once you are logged in, you can click on the participants tab which contains your secure data. The address can be changed and saved on this page. However, if you are changing states/zip codes, please note a support ticket will be sent to our customer service team to reach out and contact you if your current plan chosen is not available in the zip code/state that is newly entered. The representative will work with you to obtain another policy similar to what you have in the zip code or help you terminate the plan you have due to it no longer being available. A prompt will be displayed on the website when you click save on a new address if there is an issue with the product’s availability it will be investigated by one of our team members on your behalf. Q: I got a rate increase letter concerning my policy have somehow lost it. Can I get a copy of it? A: Yes. All correspondence concerning your specific policy from our company can be located in the Documents Tab inside this portal for you to view at any time in a PDF format. You can print the copy as well if you’d like to do so. The date and nature of the correspondence is also displayed for your reference. However, please note: the method we use is PDF for displaying documents in this portal so you must have Adobe acrobat pdf reader on your computer in order to view the document. This can be downloaded for free from the internet if you do not currently have it downloaded. Q: Can I get a copy of my Eligibility of Coverage (EOC) letter in the portal? A: This is generated when a request comes into our customer service department. Once requested, customer service issues a support ticket and within 24/48 hours the document will appear within your client portal under the last tab labeled DOCUMENTS. You will be able to find it there as a PDF to print off or save to your desktop. Q: I am in need of a Year End Tax Letter. Can I get that in the portal as well? A: Yes. Once you are inside the portal, the documents tab will contain your Year End Tax Letter for filing purposes. The letter will be available when our TPA managers have approved them for posting and before any required mandated date. They will be found in the documents tab.

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Q: Can I find my claims in this client portal? A: No. This portal does not contain any claims information. Q: Can I print ID cards on the portal? A: ID cards will be posted on the Documents tab as well as a URL link is on this page that you can click and fill in your personal data to reproduce your fulfillment kit of ID cards and welcome letter. If yours is not present, call customer service and they can “place” it in your portal for you. All cards are emailed at the time of submission online instantly. If you would like your ID cards mailed to you as a secondary method, you would need to call in and request to customer service the desire to have them mailed hardy copy by calling 1-888-859-3795. Q: I only have a vision product with your company, but yet it shows DENTAL on my statement each month, why is that? A: We are looking into the possibility of having a different word display, but unfortunately, DENTAL and our phone number is currently the only wording we can display on a statement at this time regardless of the purchased vision or dental policy. We apologize in advance for any confusion this may cause. Q: Do you have payment history in the portal where I have the ability to look up a past premium charge paid? A: Yes. Once you log into the portal, you can click the Products tab and there will be three options. Billing History is one of the three and if you click those words, it will open up a history of your payment with our company to date. Q: Where do I go if I want to terminate a product policy? A: Once logged into your portal, simply click the products tab and an option available to you is to terminate a listed product. If you click to term the product, the portal will display the next available date that you are able to terminate your policy based on the last paid through date of which your premiums satisfy the account. Once you choose to continue, it will issue a final confirmation of the termination request for you to accept and it will display terminated on the screen. **Note that when you terminate your participant policy, any and all dependents under that policy terminate as well, at that same time. Also if you terminate the dental of a combo package with vision, it will cancel both policies. Q: What do I do if I terminated my product and want to add it back again? A: Call MWG customer service: 1-888-859-3795. Q: Will there be any kind of confirmation once I’ve added payment, changed address, etc…? A: Yes. A notification email will be sent to the email address on the policy (the one used at the time of enrollment) to serve as verification that an action has been completed successfully within the portal. No additional action is required to validate the process has completed.

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Q: If my status next to my product shows “terminated” can I still update my payment? A: No. If you have a terminated status on the portal you must call into customer service to discuss if there is a possibility of updating your account bringing your policy current in payment. For reasons of compliance, this is not possible in the portal once the status has changed to terminated on a policy. Q: If I need help, who do I contact? A: We can be reached at any of the following methods: 1-888-859-3795. If there is an wait time listed on the customer service line, you have the option to leave a message with your name and phone number so that a representative can give you a call back instead of waiting on the line. Other methods of reaching us are as follows: P.O. Box 14607 Jackson, MS 39236-4067 [email protected]

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