How long will it take to investigate and resolve my claim or billing issue?

Resolution Timelines (What to Expect)

• Quick questions (benefits or simple provider search):
  Often resolved during a single phone call or within 1–2 business days.

• Claim review / audit:
  Typically up to 4 weeks, depending on complexity and the number of claims involved.

• Appeals (carrier or state Department of Insurance):
  Usually up to 60 days or longer, based on carrier/state response times.

• Complex Cases (multiple providers, denials, or escalations):
  May take several months. We’ll keep you updated along the way.

NOTE: Our team works to move each step forward as quickly as possible, but some timelines depend on provider and carrier response times.

How to Check Your Case Status

1. Log in to your HealthLock Member Portal.

2. Select Cases from the left navigation.

3. Find your Case; a red dot next to Date opened indicates a new message or update.

4. To request an update:

   • Click the Case to open it.

   • In the Message panel on the right, type in Add your comment, then click Send.

   • Your note goes directly to your Personal Health Champion handling the Case.
     
     

Email Tip: If you’re missing message alerts, check your Junk/Spam folder for emails from HealthLock – noreply@comms.healthlock.com.