Why are some claims missing from my HealthLock Member Portal?

If you notice that some claims appear in your insurance portal but not yet in your HealthLock portal, don’t worry — this is usually temporary.

“Missing claims” are often newer claims that your insurance carrier has not yet finished processing. Claims are processed based on when your doctor or provider submits them to your insurance company. Sometimes, additional information or follow-up is required before a claim can be finalized and made available.

When this happens, the claim is placed in a “Pending” status and will automatically download into your HealthLock account once all required data is available.

As soon as a new claim is downloaded, our system will send you a “New Claim” notification by email or text message, depending on your Account Alert settings.