Claims Process

WellFleet – our designated claims department – has multilingual representatives ready to assist you.
The team will work with you to ensure you get the most out of your coverage plan. You may submit
claims online 24/7 and check on the status of your claims on your account.

In case of sickness or injury

1
Visit your student health center

If you are a student and you've fallen ill or injured, please seek help at your school’s student health center first.

2
Visit a doctor or clinic

In case a student health center is not available, or you are no longer a student, please proceed to a doctor office or clinic.

3
Go to urgent care

In non-emergency cases or if the doctor is not available, consider saving money and time by going to a nearby urgent care before you go to a hospital.

4
Visit emergency room

In emergency cases and life-threatening events – go to the hospital emergency room (ER). Save on your expenses, don’t go to ER for non-emergency issues.

* You may find doctors, clinics and hospitals in your area at: First Health, Multiplan and Cigna

How to file a claim

1
Present your ID card to the doctor or hospital.

ID is available in your confirmation email and online account. Ensure that the doctor or hospital will file a claim form electronically on your behalf.

2
Complete a claim form and send within 90 days.

If your medical provider does not file a claim, get all itemized bills, statements and receipts. Complete the claim form and submit all documents to Wellfleet.

3
Itemized bills

The itemized bill must have the name of the facility, date of services, diagnosis code, procedure code, provider tax ID and total charge of the services.

4
Submit the bills

Upload the documents online , or email to ISOclaims@wellfleet-iso.com, or mail to Wellfleet, PO Box 15369, Springfield, MA 01115.

After submitting the claim

Claims are normally processed within 10-20 business days. You will receive a letter from Wellfleet once the claim is
processed. Once processed, you will be able to check the status of your claim (EOB) online.

Your insurance company may investigate your claim, require additional information and verify that eligibility requirements
and other terms were met before paying claims.

Wellfleet is available to help 24/7 online and via email.

You may also call Wellfleet Monday to Thursday 8:30am – 7:00pm EST and Friday 8:30am – 5:00pm EST at (855)-664-5837.

Outside the USA

If you are traveling outside the U.S. and need assistance in case of sickness or injury,
please contact On Call 24 hours a day:

U.S. & Canada: (800) 407-7307

International: (603) 898-9159

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