My Account (Secure Member Site) Frequently Asked Questions
Categories
- Claims
- Logging In
- What's Covered
- Contact Us
- Out-of-Pocket Costs
- Who's Covered
- General Information
- Registration
Claims
Logging In
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.
- 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.
- 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.
- Select the "Forgot Password" option off the My Account home page.
- Enter the information required (Existing Username, Member ID, Group ID, etc..)
What's Covered
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.
Contact Us
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.
Out-of-Pocket Costs
Who's Covered
The information displayed changes depending upon which family member is selected.
If you have questions about those family members, please call the Member Services number on your member ID card.
- 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.
General Information
- Enrolled in a CareFirst medical or dental 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.
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.
- 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.
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.
If you prefer, you can contact us using the secure email link in My Account's Contact Us section found under the Help tab.
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
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.
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.
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”.
Registration
To register, select the "Register Now" option on the My Account home page.
There is not just one phone number for Member Services at CareFirst. Visit contact us to find the right phone number.
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.
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.
- 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.