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    Concierge services are available to help with shopping, scheduling and account management. Please reach out if we can be of assistance.

    Available 7 a.m.-5 p.m. PT, Monday-Friday.

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    Frequently Asked Questions

    How does the marketplace work?

    Providers on the marketplace have elected to offer their services for set prices to our members. When you shop on the marketplace, your results are personalized based on your demographic information and plan benefits design (including deductibles and out-of-pocket maximums). This means you get a real-time breakdown of how your plan benefits apply to each service offering. Finding the right provider and service that fits your budget has never been easier!

    What if the provider I want is not offering services on the marketplace?

    We are actively recruiting and adding new providers to the marketplace every day. We encourage you to recommend the provider you want by filling out our online provider recommendation form.

    Are the providers on the marketplace in-network or out-of-network?

    Because the marketplace is personalized for you, you only see providers that are considered in-network for services purchased on the marketplace. This means, you can feel confident selecting a provider on the marketplace and know that you’re receiving the most benefit from your health plan.

    Will the services that I buy on the marketplace apply toward my deductible?

    Services that are applicable toward your deductible are specified by your health plan as ‘covered services’ and some plans have various rules that affect when a service is covered, such as visit limits. You can check the service cost breakdown for a desired service on the marketplace to determine whether it is covered or not.

    My health plan pays 100% of my annual wellness exam—why would I shop for it?

    When you shop on the marketplace, even when there are no out-of-pocket costs, you are helping lower the overall cost of health care by demanding true price transparency for services. For the first time, providers are competing with other providers for your business on the marketplace and that means savings for you and your plan.

    I found a service I need, but I don’t know which variation to choose—what do I do?

    Fear not—we’re here for you! Concierge services are available to help guide you to the right service. Just give us a call at 855-864-2935.

    Can I place an order for someone else?

    You can place an order for any minor (under 18) dependent who is covered under your health plan. You can add a minor dependent to your account under ‘My Account’ from the user menu. Please note that once any dependent turns 18, you will no longer be able to place an order on their behalf, due to HIPAA privacy regulations. Adult dependents must have their own user account to use the marketplace.

    When am I charged for my order?

    If it’s estimated that you are responsible for at least part of the service cost, you will be asked to pay for your portion upon order checkout. Don’t worry—your funds will be held in escrow until after you see the provider and receive care. It’s easy to get a full refund if the service is not right for you. Just give us a call at 855-864-2935.

    I have placed an order—now what?

    After you place an order, you’ll be presented with a confirmation that outlines the details of the service you purchased and instructions for next steps. If you missed it the first time, you can easily navigate back to the confirmation by going to ‘My Orders’ from the user menu. It’s very important that you present this confirmation to the provider at the time of your appointment. We recommend either printing the confirmation page or bringing your mobile device.

    Can I schedule the appointment for my order online?

    We are currently working on an online scheduling solution. In the meantime, if you need help scheduling, just give us a call at 855-864-2935.

    It’s been a while since I placed my order—does it expire?

    You should try to schedule an appointment for your order as soon as possible. Once an order reaches 60 days of inactivity, we will attempt to reach out to you to see if you still plan on receiving care. If we are unable to contact you, we may assume you no longer want the service and cancel the order. Remember, if you need help scheduling, just give us a call at 855-864-2935.

    What if I need to cancel or change my order?

    If you made a mistake and ordered the wrong service, or if you no longer want the service that you ordered, just give us a call at 855-864-2935. If you are cancelling an order and have already scheduled an appointment with your provider, you will need to contact the provider directly to cancel your appointment.

    Could I end up owing more after I receive care?

    There may be situations where you need additional services not included in the scope of the service on the marketplace. It’s important that you understand the scope of any service before you order and, if necessary, we recommend that you confirm the service details with your provider to avoid any surprises or misunderstandings.

    There is also a chance that by the time you receive care, the estimate that determined how much of the service cost you are responsible for (paid at order checkout) is no longer accurate. While rare, this happens for various reasons; the most common being another claim was processed by your health plan that changed one or more plan accumulators (i.e., deductibles, visit limits, etc.). These changes impact your out-of-pocket responsibility for the service. The result is most commonly a refund, but occasionally may result in you owing additional funds.

    What if I’m not satisfied with the service I received from the provider?

    We take our customers’ experiences very seriously. If you have any concerns, please give us a call at 855-864-2935. We’ll do our best to resolve the issue for you and your provider.