How long will it take to investigate and resolve my case/claim or bill issue?

The length of time it will take to resolve your claim varies. If your issue is a simple provider search or benefits question, typically, that can be resolved in a telephone call. If your issue requires a claims audit, it may take up to four weeks depending on the complexities and number of claims involved. If your issue requires an appeal to the carrier or your state’s department of insurance, it may take up to 60 days or longer. For more complex cases, it can take several months. 

To view status updates:

1. Log in to your member portal and select Cases.
   
   
2. Find the case you need a status on and look for the Message Box on right side. 
   
   
3. To request a status update, select the case, then reply from the Message Box on the right side. In the lower box, "Add your comment..." and click on SEND. Your comment will go to your personal health champion working the case.
   
   
4. If you cannot find the email reminders about Case messages, look in your Junk or SPAM folder for a message from HealthLock - noreply@comms.healthlock.com.