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My Account (Secure Member Site) Frequently Asked Questions

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Claims

Answer: The amount paid is only displayed for medical claims that have been processed. The other claims shown are still being processed (pending) or have been denied.

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Logging In

Answer: If you have forgotten your Username, select the Forgot Username link on the log in page. You will be prompted to enter your Member ID, Group Number, Date of Birth and Gender. If your answers match the answers you gave in registration, your Username will be displayed. A confirmation email will also be sent to the email we have on file for you.
Answer: Typically, the problem is that the Username and password are not being entered correctly. Both are case sensitive, so if your Username is JDoe, it will be incorrect if you enter it as jdoe.
You will be locked out after five unsuccessful attempts to log in. If you get locked out, request your Username and password by:
  • Looking up your Username by selecting the Forgot Username link on the My Account home page.
  • You will be asked for your Member ID, Group Number, Date of Birth and Gender.
  • If you don't know your Member ID and Group Number, please check your member ID card or contact Member Service at the number on your Member ID card..
  • Then look up your password by selecting the Forgot Password link on the My Account home page or by going directly to the Forgot Password page

If you are still having trouble, call My Account Technical Support for assistance at 1-877-526-8390 or email us.

Answer: You will be locked out after five unsuccessful attempts, so if you get locked out, request your Username and password by:
  • Looking up your Username by selecting the Forgot Username link on the My Account home page.
  • You will be asked for your Member ID, Group Number, Date of Birth and Gender.
  • If you don't know your Member ID and Group Number, please check your member ID card or contact Member Service at the number on your Member ID card.
  • Then look up your password by selecting the Forgot Password link on the My Account home page or by going directly to the Forgot Password page. If you are still having trouble, call My Account Technical Support for assistance at 1-877-526-8390 or email us.
Answer: Look up your Username by selecting the Forgot Username link on the My Account home page.
  • You will be asked for your Member ID, Group Number, Date of Birth and Gender.
  • If you don't know your Member ID and Group Number, please check your member ID card or contact Member Service at the number on your Member ID card.
  • Then look up your password by selecting the Forgot Password link on the My Account home page or by going directly to the Forgot Password page

If you are still having trouble, call My Account Technical Support for assistance at 1-877-526-8390 or email us.

Answer: If you have registered for My Account, but have forgotten your password:
  • Select the "Forgot Password" option off the My Account home page.
  • Enter the information required (Existing Username, Member ID, Group ID, etc..)
Answer: No, at this time My Account passwords do not expire.

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What's Covered

Answer: CareFirst displays the most commonly requested benefit information in the What's Covered section. For some members, CareFirst is unable to obtain the benefit information for display on My Account.
If you need additional information about your benefits, please see your Evidence of Coverage or call the Member Services number on your member ID card.

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Contact Us

Answer: Yes, you can email the My Account Technical Support team. You can also email Technical Support at the following address: MyAccount.TechSupp@CareFirst.com.
Answer: Secure email enables you to ask confidential questions regarding your medical coverage and claims. The message will be encrypted to ensure that no one else can view it. CareFirst will then reply securely to the email address in your profile. In order to read the response to your secure email, you may need to download software. Instructions for the download and access will be sent with the secure email message. If you are using a business email account, keep in mind that many large corporations do not allow this type of message to come through. You may want to use your personal email account.

Please note that regular email is not secure, so please do not send any personal information, including details of a medical treatment, your member ID number or your Social Security number, by regular email.

The email link to Technical Support is NOT secure, so please use the secure email link to Member Services on the Contact Us page in My Account if you need to send private information.
Answer: If you have questions about the information presented in My Account, please call the Member Services number located on your ID card or email Member Services using the secure email feature in My Account.

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Out-of-Pocket Costs

Answer: The Out-of-Pocket Costs page shows the amount you have paid toward your deductible(s) and out-of- pocket maximums. If you have questions about how those costs are calculated, please call Member Services at the number on your Member ID card.

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Who's Covered

Answer: When you log in to My Account, you will see buttons that allow you to select the family member whose information you want to view. These selection buttons are also available on the claims search page.

The information displayed changes depending upon which family member is selected.
Answer: For some members, we can only display the subscriber's information in My Account because of how our systems access the information.
If you have questions about those family members, please call the Member Services number on your member ID card.
Answer: State and federal laws regulate the information CareFirst can make available online. Access to demographic and health plan eligibility information is granted as follows: 
  • Subscriber or Spouse-- has access to all persons on the policy.
  • Adult Dependent-- (age 18 and over) only has access to his or her own information.
  • Minor Dependent-- does not have access to My Account


For a member that has been granted a ‘Restriction’ or ‘Confidential Communication’ under the HIPAA Privacy laws, only that member will have access to view his or her claim information in My Account.

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General Information

Answer: Any member meeting the following criteria has access to My Account:
  • Enrolled in a CareFirst medical plan
  • At least 12 years old  
  • Registering only for yourself  

Note: You may not register for any family member who is over the age of 12 years old. If you do, CareFirst reserves the right to terminate that registration immediately.

My Account provides secure access for registered users to limited personal medical benefits information. CareFirst does not permit:

  • Anyone except the member to access My Account using a member's ID and Password
  • Access through a single username being made available to multiple users

Note: You are responsible for preventing all unauthorized use.

Answer: CareFirst protects your online information using established security standards and practices, and we continually evaluate new technologies for safeguarding information.

We use several different methods to protect your information:
  • Unique User Identification - My Account requires two separate pieces of identification to properly identify you prior to allowing online access to your accounts, a Username and Password.
  • Encryption and Secure Browsers - To use My Account, we require that you use a secure browser with 128-bit SSL encryption to communicate with us. 128-bit SSL browsers have one of the highest levels of encryption available.
  • Firewall - Regardless of whether you use Online Services or not, your information will remain secure behind our firewall. A firewall protects information between the Internet and our systems by acting like a "traffic cop" of network security, authorizing only legitimate access.
  • Security Upgrades - We constantly evaluate the latest security technologies and upgrade our systems whenever appropriate.
  • Mail Notification - We send registration confirmation to the address we have on file when a member registers for access to My Account.
  • E-mail Notification - We send you confirmation e-mails whenever you change your password, forget your Username or change your e-mail address.
Answer: Registration for My Account follows these steps:
  • First, complete the registration form. Be sure to have your Member ID card handy since you will need your Group ID and member number.
  • After completing the registration form, you will be able to log into My Account immediately and view your account information.
  • You will receive an email verification asking you to confirm that your email address is correct. This will enable you to send secure email to Member Services if you have questions about your claims, benefits or any of the other information you find on My Account.
  • As an extra step to ensure the privacy of your information, you will also receive a verification letter in the mail at the address on record with CareFirst.
Answer: My Account requires only a standard PC and a Web browser, like Internet Explorer (IE).
Answer: My Account is available during the following times:
Mon. - Fri.: 8 a.m. to 6 p.m. (Eastern Time)
Sat. and Sun.: 9 a.m. to 4 p.m. (Eastern Time)

If you try to register or log in at other times, you will receive a message stating that the site is not available.
Answer: The information available on the Web is retrieved in real time from CareFirst's claims processing and related systems. These are the same systems that Member Services uses to answer questions when you call.
Answer: The information on My Account comes from the CareFirst claims processing and related systems. If you believe the information displayed is not correct, please call the Member Services number on your Member ID card.
If you prefer, you can contact us using the secure email link in My Account's Contact Us section found under the Help tab.
Answer: My Account is available during the following times:
Mon. - Fri.: 8 a.m. to 6 p.m. (Eastern Time)
Sat. and Sun.: 9 a.m. to 4 p.m. (Eastern Time)
 
If you receive a "system unavailable" message during the regular My Account site hours, this indicates that there is a problem accessing your specific information.

Please contact the My Account Technical Support Team at 1-877-526-8390.

In order for us to investigate the problem, please have the following information available when you call:
  • Username 
  • Member ID and Group Number  
  • What information you were looking for (claims, benefits, etc.)  
  • Which family member's information you were trying to access
Answer: My Account pulls information from a variety of CareFirst systems in real time. In order to meet the majority of our members needs in the quickest way possible, online access is limited to up to three years.
However, if you have questions about claims that are not on the site, please call the Member Service number on your Member ID card or email them using the secure email link in My Account's Contact Us section found under the Help tab.
Answer: No. The My Account Technical Support team is only able to assist you in accessing My Account.
If you have a question about your claims, medical treatment or the information you see in My Account, please call the Member Services number on your Member ID card or use the secure e-mail feature in My Account's Contact Us section found under the Help tab.
Answer: To help protect your privacy, you will be automatically logged out of My Account after 15 minutes of inactivity on the site. Please log in again to access your information.
Answer: The information displayed on the Who's Covered and Claims pages comes from different parts of our internal systems.
Who’s Covered: Twins are shown separately by name

Claims Page: These searches are done by date of birth, so the results are "name1/name2 – 01/01/79”.

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Registration

Answer: Registration for My Account is simple and quick, but you will need information from your Member ID card.

To register, select the "Register Now" option on the My Account home page.

Answer: If you do not have your member ID card, you can call Member Serivces to get the information you need (and to request a new Member ID card, if needed). For security purposes Member Services will have to verify personal data to provide you with this information.
There is not just one phone number for Member Services at CareFirst. Visit contact us to find the right phone number.
Answer: If you have medical coverage, as well as dental or vision coverage, you must register using the member ID and Group Number information from your medical ID card.
Answer: We take the following steps to ensure that your registration is valid: The registration requires information from your member ID card, which is private. Once you enter this information, it is validated against information in our files.

You will be able to log into My Account immediately after you register.

Additionally, you will receive an email asking you to confirm your email address. The email will go to the email address used when you register, and will be the email address used to respond to any secure e-mail you may send us in the future.

You will also receive a verification letter mailed to the address on file with CareFirst.

Answer: In order to use My Account, you must agree with the terms noted on the registration page. Agreeing to these terms is one way CareFirst ensures that all users of the site agree to accept the responsibility for protecting the information they have access to. If you don't agree to the Terms of Use, you will not be able to register for My Account or access your information online.
Answer: The information you enter on the registration screen must match the information in our internal systems—that is one way we ensure that only members can register. Please make sure your are using the member ID card for your medical coverage, not your vision or dental coverage.

If you receive this message please call Member Service at the number on your ID card, so that we can determine what is causing the problem. If you are still unable to register, please contact My Account Technical Support for assistance at 1-877-526-8390 or by email.

Answer: While CareFirst has taken several steps to ensure that your email reaches you, there are a few situations where you might not receive it:
  • Check the email address in your profile to make sure it is correct. If your email has changed or you made a mistake entering it, please update it. The confirmation will be sent to the updated address.
  • If your email address is correct, check your email folders to make sure that the message did not go into a "bulk" or other spam folder.
  • If you used a company email address, the message may be blocked by your company's spam blocking software. If this is the case, you need to use a personal email address, not your company's.
  • If you are using some type of spam blocker software which requires the sender to register. CareFirst is unable to reply to spam blocker registration requests.

It is important to verify your email address with CareFirst at the time of registration, since this is the address that will be used to reply to any secure email you send us.

Answer: Please contact the CareFirst Privacy Office at 410-308-8300 or 1-800-853-9236 or send an email to privacy.office@carefirst.com. Once we confirm that you did not register, we will immediately revoke online access to your information on My Account.

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