How to contact your auditor directly.

There are two ways to communicate directly with your auditor:

1. If you have selected "LOWER MY BILL" on a specific claim:

   • If the auditor has already sent you a message or update about the claim, log in to your HealthLock Member Portal.
     • On the left-side panel, select Cases.
     • In the Messages text box, add your comments and click SEND.
     • Your message will be sent directly to the auditor for review.
   • If the auditor has not already sent you a message, return to the portal once notified. Auditors have 24-48 hours to reply to new Cases opened by members.

2. If you haven’t selected "LOWER MY BILL" on a specific claim:

   • An auditor has not yet been assigned to investigate the claim.
   • Log in to your HealthLock Member Portal.
   • On the left-side panel, select Claims.
   • Locate the claim you wish to have investigated, then select LOWER MY BILL on the claim.
   • An auditor will be assigned to begin investigating and communicating with you directly.

For more information, click How to use the "LOWER MY BILL" feature.