Privacy & Security FAQs

Review Our Company’s Notice of Privacy Practices

Why do I have to verify my identity to access my information?

For the protection of our customers, we require identity verification prior to gaining access to any customer information.

The information you provide will be used for authentication purposes only and will not be redistributed in any way. We use a process similar to that used by banks, credit card companies and other organizations to ensure that your personal information is protected. We do not have access to the questions asked during this process, or to the answers provided. The information will not be retained by us or any third party.

I received a message saying my identity cannot be verified online. How can I validate my identity? Is there another way that I can receive access without going through authentication?

You can supply us with the proper identity information to be matched against existing data in our system. This is necessary to help ensure that only you have access to your account. We can also validate your identity by contacting us at [email protected]. You are required to provide a photo ID and your account email address.

What happens if I can't remember the answers to my security questions?

Contact our Customer Service team at [email protected] for assistance. You are required to provide a photo ID and your account email address.

I've forgotten my email address and/or password. How can I retrieve them?

If you have forgotten your email address, [email protected]. If you have forgotten your password, use the reset password link from the login page to reset your password.

Why does my account timeout?

Your account will time out after 10 minutes of inactivity. This is to safeguard your protected health information.

What is the difference between private and public devices?

Choosing “Remember me on this device” will allow you to skip security questions in the future, when possible, on the computer or mobile device (computer, laptop, mobile or tablet) you're currently using. Select “Remember me on this device” if you trust any potential person accessing that device. Not selecting “Remember me on this device” will require an answer to a security question every time your online account is accessed from that device.

Please [email protected] for additional assistance.