When you initiate a Case in your HealthLock Member Portal, the Case will display a "Status" in the Case view. Each status indicates where your Case is in the review or resolution process.
Case Status Definitions:
Closed – The Case has been fully resolved.
Fraud found – The Case has been resolved, and fraud was confirmed.
HIPAA needed - The Case requires a signed HIPAA from your insurance carrier.
Hold – No response – The Case is on hold, awaiting a response from the member.
Hold – Upgrade required – The Case is on hold until the member upgrades their HealthLock plan.
In Process – The Case is currently being reviewed and investigated by a HealthLock Auditor.
Member input required – The Case requires additional information or documentation from the member.
No savings found – The Case is closed, and no savings opportunities were identified.
No fraud found – The Case is closed, and no fraudulent activity was detected.
Savings found – The Case is closed, and savings were successfully identified.
Example:
A flagged claim appears in the Claims view of your HealthLock Member Portal. After you click “LOWER MY BILL” on the flagged claim, a Case opens with the status In process.
Our auditors then begin investigating for errors, fraud, or overcharges and work with your provider and/or insurance company to resolve issues and negotiate the amounts you owe.
If savings are found, the Case status will change to Savings Found.
If no savings are found, the status will change to No Savings Found.
Tip:
Be sure to regularly check your Messages in the Member Portal for updates from your auditor. Responding promptly helps move your Case from In process (start) to Closed (resolution).
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