What information will my auditor need from me while investigating a claim?

During a claim or bill investigation, your auditor may request specific information or documents to ensure a complete and accurate review. You can securely upload these items to your HealthLock Member Portal.

Commonly Requested Documents Include:

• Medical bills or invoices

• Payment receipts

• Medical records

• Explanation of Benefits (EOB) — if not already in the system (e.g., dental or vision)

• Driver’s license, Real ID, or other personal ID

• Insurance card(s)

• Death certificate (if applicable)

• Past-due or collection letters

• Any correspondence from your provider or insurance company.

TIP: During the investigation, regularly check your Messages in the HealthLock Member Portal for requests or updates from your auditor. Responding promptly helps move your Case forward smoothly.

How to Upload Documents:

1. Log in to your HealthLock Member Portal.
   
   

2. From the Dashboard, go to Settings → Documents.
   
   

3. In the upper right corner, select the Upload button.
   
   

4. When the Upload Documents box appears, click Choose a file to upload.
   
   

5. Select a Category (e.g., Insurance Card, Invoice, Receipt, Other).
   
   

6. Add a Description of the document.
   
   

7. Click Upload to complete the process.
   
   

Your uploaded documents, along with any signed HIPAA Authorization Forms, will appear in the Documents section for easy reference.