Frequently Asked Questions
Last updated: April 16, 2025
Membership Information
Who do I contact if I have questions about my membership?
Call our customer care team from the US at 1-800-621-5287 or 1-844-244-3866, and from Canada at 1-866-522-6232 or 1-855-693-5766. Our hours are Monday-Friday 8am-8pm EST. A team member will be happy to assist you.
Where do I find my member ID number?
Your member number is included with your welcome email. When you’re logged into your account, it will always be in the upper right corner – next to your username.
How do I log in to my account?
1. Click the Login icon at the top of the screen
2. Enter the email address, phone number, or member number (found in your Welcome email or Member Kit) associated to your account.
3. Check the email or text messages on the mobile phone number you entered for an automatically generated six-digit one-time password (select email and can’t find it? Check your junk mail).
4. Enter the pass code provided to log in and access your benefits
How can I add family members to my membership?
You can add family members through the My Profile section.
Benefit Information
When can I use my benefits?
Your benefits are effective as soon as you purchase the plan, unless otherwise stated in your membership materials.
Claim Information
How do I check the status of an existing claim?
Visit the Claims Dashboard by selecting the Claims tab from the left navigation. On the Claims Dashboard, select the More Details link next to your claim to view the current status.
Is there a time limit on claim filing?
Notice of claim must be mailed within 45 days of loss. All claims for applicable reimbursement must be supported by appropriate documentation and/or valid receipts for payment of services rendered. Claims forms along with supporting items must be post marked within 90 days of loss.