Member FAQs

Tap “Create Account” on the app’s home screen. You’ll need an email address, your date of birth, and the last four digits of your social security number. Then, follow the prompts to set up a password and log in.

On the login screen, select “Forgot Password.” Enter your last name as it appears on your health insurance card, date of birth, and the last four digits of your social security number. Then, follow the prompts to set up a new password.

There are two ways to reset the email associated with your account:

1. Send an email to support@medefy.com with what you need corrected.
2. Go to the Profile page in the lower right corner of the app and choose “Contact  Support” to generate and send a ticket to our IT desk.

Are you a new plan member? If so, there’s a waiting period for your information to pass through and for your benefits to show up as active on our end. Please check with your HR rep about the waiting period.

When you first register with the Medefy App, you’ll be asked to enable your Face ID. You can set it up anytime if you don’t opt in initially. Follow these steps:

When you first register with the Medefy App, you’ll be asked to enable your push notifications. You can set it up later if you don’t opt in initially. Follow these steps:

Medefy simplifies your healthcare experience and saves you money in these great ways, all by chatting with a Care Guide or choosing from the in-app menu:

• Connects you with high-quality, low-cost healthcare
• Finds in-network providers near you
• Helps you understand your health, dental, and vision benefits
• Gives you access to your digital member ID card
• Answers questions about medical bills 
• Shows your current deductible and out-of-pocket spending 
• And so much more!

You can connect with a Care Guide anytime, day or night, 24/7. Log into the Medefy App and choose “Chat with a Care Guide” to start a private chat with a live human Care Guide. Ask about finding a provider, medication and care coverage, and more. 

You can find in-network providers by opening the app's home screen and tapping “Find a Doctor or Facility.” A Care Guide will reply within 60 seconds or less and match you with high-quality, low-cost care.

Yes. Employees and dependents 18 years and older can have their own account.

Share the app with your dependents 18+ by going to your profile page and tapping “Invite Dependents.” Enter your dependent’s email address to send them an invitation. 

For privacy reasons, we recommend that each member who is 18+ years old has a personal account. 

Due to HIPAA (Health Insurance Portability and Accountability Act) regulations, any covered dependent 18+ is considered an adult, and their health information is protected unless they give explicit consent. If your dependent wishes to share their health information with you, they can complete a HIPAA release form that permits us to discuss protected health information with you.  

Use digital cards instead of physical cards whenever you need to provide your insurance information. Your HR team will upload your cards to the digital wallet when they sign you up for the Medefy App. Here’s how it works:

• You can access your digital medical, dental, and vision cards anytime by tapping “My Insurance Cards” in the app menu.
• If you’re a new member, there’s a waiting period for your information to pass for benefits and for your ID cards to become active in the app. Please check with your employer's HR representative about the waiting period.
• If you’re at the doctor’s office and can’t find your insurance cards or member ID information in the app, start a chat with a Care Guide and explain your issue. 

Yes. From the “My Insurance Cards” screen, select the card you want to share from the top navigation by swiping left or right and following these steps: 

• Select the share icon in the upper right to share the card you are viewing.
• You’ll see a disclaimer that you are about to share sensitive information outside the app and can choose to “Continue” or “Cancel.”
• Select from the apps you have installed that allow document/image sharing (for example, iMessage, email apps, or WhatsApp).
• The card will be sent in JPG image format to the selected app. From that app, you can share the card with your provider. 

Yes. Tap “My Health Benefits” on the home screen menu to view deductible and OOP information, including how much you’ve spent towards both. 

Select “Documents Center” on the home screen to view your benefits summaries. 

Yes. Chats that are over 90 days old and closed will be archived. But if you start a new chat thread, a Care Guide can reopen previous chats.

We help you save by connecting you with your plan’s low-cost care options. Picking the right facility can save you thousands of dollars on procedures like MRIs or surgery. We also help you identify zero-cost options, like preventive care visits and flu vaccines. 

If you receive a medical bill that isn’t clear, send it to us, and we can review it to ensure you’re never overpaying. 

If telemedicine is part of your company’s benefits offerings, when you log in to the Medefy App, you’ll see an option for “Virtual Care” or “Talk with a Doctor.” From there, you’ll find contact information for your telemedicine provider or an option to call them directly from the app.

You can contact support by going to the “Profile” button on the bottom menu of the Medefy App and clicking on “Contact Support.” You’ll fill out a brief form (full legal name, email, and description of your issue), and our support team will contact you to help.

Tap “My Other Benefits” in the home screen menu to access all your benefits information. 

Yes. All medical records and in-app messages are securely stored, adhering to strict HIPAA standards.

No, we don’t track or save your location data. If you enable location settings, we only use it when you’re searching for providers to return locations nearby.

We love hearing from app users! Go to the app home screen and tap “Rate Your Experience” to leave your feedback.