| | myWellmark Frequently Asked Questions
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My Claims
Why can't I view details for a claim?
Pending Claims
Claims that are pending will show a status of "Not yet available" in the details column of the Claims widget. Because details on a pending claim may still change, we don’t display those details until the claim is finalized.
Finalized Claims
To view details for finalized claims, you must first verify your identity by:
- Successfully completing an online identity quiz during registration, or
- Entering a Personal Identification Number (PIN) that's mailed to your home address
Until you've verified your identity, you will have limited access to your claims and other personal information.
To verify your identity, log in to myWellmark and enter your PIN when prompted. If you don't have your PIN number, click on the "request a new PIN" link on this screen, then the "Send me a new PIN" button. A new PIN will be mailed to your home address.
Once you've entered your PIN, you'll have full access to all your information and tools.
I signed up for Online Explanation of Benefits (EOBs) when I registered, but I'm still receiving paper EOBs.
You will continue to receive paper EOBs in some situations, including:
- When a check is issued to you
- Unable to deliver notification to the email address provided
- If an EOB has already been printed at the time you sign up
- Blue Dental EOBs
To receive and view your EOBs online, you must also have verified your identity by:
- Successfully completing an online identity quiz during registration, or
- Entering a Personal Identification Number (PIN) that's mailed to your home address
To verify your identity, log in to myWellmark and enter your PIN when prompted. If you don't have your PIN number, click on the "request a new PIN" link on this screen, then the "Send me a new PIN" button. A new PIN will be mailed to your home address.
I received a notice that I have a new Explanation of Benefits, but it doesn't tell me who or what it's for. Why not?
To ensure the highest level of protection for your personal information, we don't disclose personal health information via e-mail. You must log in to myWellmark to view your claim details and Explanation of Benefits.
Why can't I see the prescription name or medical and diagnosis information on claims for my spouse and dependents?
In accordance with HIPAA regulations, you are only able to view personal health information like prescription names or diagnosis codes for your own claims. Your spouse can access personal health information for his or her own claims by registering for their own account. This information is not provided online for dependents' claims.
When I try to open my Year-to-Date Spend Report, I get a message "There was an error opening this document. The file is damaged and could not be repaired.”
This error is typically due to using an older version of Adobe Reader. To view these documents, you will need to upgrade to the latest version of Adobe Reader. Choose the icon to download for free. 
Well-Being Assessment & Wellness Tools
How do I get to the Well-Being Assessment?
- Click on the "My Health" tab
- Click on the "Take your Well-Being Assessment or View your Report" link in the Well-Being Assessment widget
You can also add the Well-Being Assessment widget to your myWellmark homepage:
- Click on "Customize Homepage" in the homepage banner
- Select "Well-Being Assessment" under “Select Additional Widgets”
- Click the "Save Changes" button
My Benefits
How do I find out what preventive care services are covered by my plan?
- Go to the My Benefits tab
- Click on the Preventive Care, Immunizations & Vaccines tab under Covered Benefits on left
- Click on “View additional information +” link below the table
For additional questions regarding your specific benefits, call the customer service number at the top of the screen.
Find a Doctor or Hospital
How do I find urgent care centers outside of Iowa and South Dakota?
- Click on the Outside of Iowa and South Dakota
 link on the Find a Doctor or Hospital widget on your myWellmark homepage
- Enter the prefix from your ID card as instructed
- When entering your search criteria, select "Urgent Care Center" under "Specialty Categories"
My Contact Information
I need to update my address or other personal information. How do I do this?
Go to the My Account tab and click "Edit" on the My Contact Information widget. In some cases, you may need to contact your employer to update this information.
If you don't see the My Contact Information widget:
- To ensure the highest level of protection for your personal information, you will be able to view and update your information after 7 days if you registered using the identity verification quiz.
- If it’s been more than 7 days since you registered, you will need to verify your identity by entering a PIN mailed to your home address. To complete this step, log in to myWellmark and enter your PIN when prompted.
If you don't have your PIN number, click on the "request a new PIN" link on this screen, then the "Send me a new PIN" button. A new PIN will be mailed to your home address. Once you enter the PIN, you will be able to view and update your information.
Ask a Question
When I try to submit a question via Ask a Question, I'm unable to enter certain characters. I get a message that "Allowable characters include A-Z, 0-9, and common punctuation and symbols (for example, commas, periods, and dollar signs)."
For security reasons, some special characters cannot be entered, like a ^carat or a \ back slash. Please try again, rephrasing your question to remove these special characters.
Why is the response to the question I submitted on the Ask a Question tool all in capital letters?
This is a current system limitation that we're working to fix in the future.
Other Insurance
The Other Insurance widget shows I have other insurance coverage, but I no longer do. How do I delete this?
Please call the Customer Service number shown on your ID card and at the top of your myWellmark site to have this information deleted.
Selecting Widgets & Customizing Homepage
How do I add widgets to my home page?
- Click on "Customize Homepage" in the homepage banner
- Select the widgets you wish to add under “Select Additional Widgets”
- Click the "Save Changes" button
I tried to play one of the video tutorials, but I wasn't able to view it.
To view these videos, you will need to have QuickTime installed.
Install QuickTime now (free).
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