Five questions members ask—and where to find answers fast

When you have a question about your health plan, you want a clear answer—without spending extra time searching or waiting on hold. The member portal can help by giving you secure, convenient access to many of the details members ask about most often, including claims, ID cards, plan materials, and wellness resources.

Below are five common questions members may have, along with simple ways to find the information you need—when it works best for you.

1. What can I do online without calling customer service?

Your Member Portal is a good first stop for many everyday health plan needs. You can view or download a digital copy of your member ID card, review claims and payment information, access health plan materials, submit eligible reimbursements electronically, check certain preapproval requests submitted by your providers, and access other helpful tools. Using self-service tools can help you save time and get information quickly, especially outside regular customer service hours.

2. How can I understand what I may owe in terms of out-of-pocket costs?

Visit the Member Portal to look at what you may owe after a visit. Here you’ll see what your plan has paid and what may be your out-of-pocket cost responsibility so you can better understand where you are in your plan year. If you are planning care, you can get an estimate of your out-of-pocket cost pre-service before your appointment or procedure. While estimates are not a guarantee of your final cost, they can help you feel more prepared and reduce surprises later.

3. What if I do not have my member ID card with me?

If you need care and do not have your physical member ID card, you still have options. Members can access a digital version of their ID card on their Member Portal account through our mobile app. You can show this digital card when you need it, use the information on it, or if your provider has questions. Providers also have tools available to them to verify coverage and enrollment in the event you don't have your ID card.

Download our member app on Google Play or in the App Store.

4. Can someone else help manage my account information?

There may be times when you want a trusted person to help with your health plan information. For example, a parent may want to help an adult child, or an adult child may want to help an aging parent. Because your health information is private, your health plan needs your permission before sharing account details with someone else. A personal representative designation can make this process easier. It lets you choose who can speak with your health plan on your behalf. If this is something you need, call the Customer Service number on the back of your member ID card.

5. What wellness resources are available to support my health?

Mass General Brigham Health Plan offers members more than coverage for doctor visits and prescriptions. We have a comprehensive behavioral health program and a women’s health portfolio that connects members to resources and support. We also have a nurse advice line you can access by calling the Customer Service number on the back of your member ID card. This will connect you with a registered nurse 24/7 to get nursing advice on any subject. There’s no limit on calls or emails. Nurses speak English and Spanish, and translation services are available for other languages, too. Your call, your health records, and what you discuss with the nurse are all private.

Many of our members can also access our wellness hub via the member portal to support their health goals. This may include nutrition, sleep and stress management, weight management, and many other programs designed to support physical and emotional well-being. You can also explore member forms and reimbursements on our member portal.

Have a question that is not listed?

When you have a question about your health plan, the member portal can help by giving you secure, convenient access to many of the details members ask about most often, including claims, ID cards, plan materials, and wellness resources