Mobile application FAQ - Humana

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MOBILE APPLICATION FAQ

Log in screenWhat is the Humana Military mobile app? . . . . . . . p.2

What can I access? . . . . . . . . . . . . . . . . . . . . p.2

What device is the app available on? . . . . . . . . . . p.2

How do I set up my account? . . . . . . . . . . . . . . p.2

How do I log in to the app? . . . . . . . . . . . . . . . p.2

DS Logon issues – Android . . . . . . . . . . . . . . . . p.2

Forgot user ID . . . . . . . . . . . . . . . . . . . . . . . p.2

Forgot DS Logon user ID . . . . . . . . . . . . . . . . . p.2

Will the mobile app have biometrics (Touch ID, Face ID)? . . . . . . . . . . . . . . . . . . . . p.2

Home screenCan I view dependent information? . . . . . . . . . . p.3

What if claims are not displaying? . . . . . . . . . . . p.4

How can I see my claim details? . . . . . . . . . . . . p.5

What displays if I click on a claim? . . . . . . . . . . . p.5

What if referrals are not displaying? . . . . . . . . . . p.6

How can I see my referral detail? . . . . . . . . . . . . p.6

Make payment screen (without logging in)Can I access make a payment without logging in? . p.7

Make payment screen (logged in)Can I still make a payment on the app? . . . . . . . . p.8

Will I be able to see if a payment is due and when? . p.8

Where do I enter the amount of the payment I want to make? . . . . . . . . . . . . . . . . . . . . . . . p.8

Where can I add my credit card information for a payment? . . . . . . . . . . . . . . . . . . . . . . p.8

Can I review the details on one screen before confirming the payment? . . . . . . . . . . . . . . . . p.9

Will I be able to see if the payment was accepted? . p.9

I don’t have access to email. Is there another way to save the confirmation page? . . . . . . . . . . . . . p.9

Coverage screenCan I request a PCM change? . . . . . . . . . . . . . .p.10

Can I view my enrollment card? . . . . . . . . . . . . .p.10

Where can I view OHI information? . . . . . . . . . .p.10

Find care screenWhat are the features found on Find care? . . . . . .p.11

Where can more information be found for Find care? . . . . . . . . . . . . . . . . . . . . . . . .p.11

More screenWhere can I change my account password? . . . . .p.12

Where can I view my registered email address? . . .p.12

Can I update my email address? . . . . . . . . . . . .p.12

MiscellaneousDoes the mobile app have secure mail? . . . . . . . .p.13

Can I update my address? . . . . . . . . . . . . . . . .p.13

Does the mobile app have a chat? . . . . . . . . . . .p.13

Can I co-browse? . . . . . . . . . . . . . . . . . . . . .p.13

Where can I find more information about the mobile app? . . . . . . . . . . . . . . . . . . . . . .p.13

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Log in screen

What can I access?

• Coverage: eligibility, program deductibles, cost-shares• Claims and details of the last two years• Referrals and authorizations for the last two years• Make a payment• Find a provider: in-network and PCM• Family list: view dependent details• Telemedicine: view available options and details by

tapping the icon on the login screen

What device is the app available on?

The app is now available on IOS and Android.

How do I set up my account?

Download the mobile app from the app store. Click “Registration” from the log in page and be directed to view privacy information and enter in account information.

How do I log in to the app?

There are two ways to log in to the app:

• Enter an existing Humana Military user ID and password• Use existing DS Logon in gray box (this option will

direct users to an external link) *

*If a user chooses to use their DS Logon to access with Humana Military, (or if the user has ever used DS Logon to access their account in the past) they will have to continue to use DS Logon.

DS Logon issues – Android

Please ensure your default browser is set to Google Chrome.

Forgot user ID

Click on Forgot ID, and follow the prompts to retrieve your user ID.

Forgot DS Logon user ID

If you are using a DS logon, you cannot request a user ID reminder on the Mobile App. You have to visit the website to make this change on your account.

Will the mobile app have biometrics (Touch ID, Face ID)?

Biometrics is currently only able to be used on iOS devices. It is dependent on your iOS device and whether or not you choose to register with Humana Military or use DS Logon. Android users can only utilize fingerprint biometrics right now, facial recognition coming soon!

• DS Logon users will not be able to use biometrics

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Home screen

Can I view dependent information?

Sponsors or eligible spouses can view details for themselves or anyone under 18.

As a dependent 18 or older, you may create your own account to view your information and the names of everyone that is eligible on the account.

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Home screen

What if claims are not displaying?

Filter and search claim by the date of service.

If the provider has not submitted the claim, or we do not have the claim on file, you will receive a pop-up notification.

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Home screen

How can I see my claim details?

Click on the claim to see the claims detail page.

What displays if I click on a claim?

Claim overview, patient responsibility, billing information and the ability to appeal the claim.

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Home screen

What if referrals are not displaying?

Wait at least 24 hours from when the doctor submitted to check for referrals and authorizations first, and then check with your doctor.

How can I see my referral detail?

Click on the referral to see the referral detail page.

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You are currently not logged in. To view a detailed billing summary, log in now.

Make payment (without logging in)

Can I access make a payment without logging in?

Yes. You can access make a payment features without logging into your account by using the button at the bottom. You will see the make a payment screen to the right and choose your plan type.

Make payment

Privacy Act

Note: Without logging in you will be unable to view your account overview, billing summary, amount due and download/share receipt of payment.

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Make payment screen (logged in)

Can I still make a payment on the app?

Yes. Through the Make payment icon at the bottom of the page, use your Visa, MasterCard or Discover Card.

Will I be able to see if a payment is due and when?

Yes. You can view last payment made date, current paid through date and next payment due date on the Summary screen. Also listed are amount due and auto payment type, if applicable.

Where do I enter the amount of the payment I want to make?

You can enter the dollar amount you want to make on the payment amount screen or select an amount above.

Where can I add my credit card information for a payment?

The show payment screen allows you to enter the credit card information you want to use, including the name on the card, card number, expiration date and billing ZIP Code.

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Make payment screen (logged in)

Can I review the details on one screen before confirmingthepayment?

Yes. On the review information screen, you will find payment amount, card type used, cardholder name, the last four digits of the card used, expiration date and the billing ZIP Code. This screen will also alert if there has already been a payment made on the plan.

Will I be able to see if the payment was accepted?

Yes. A confirmation page will show the details of the transaction and the confirmation number for your payment. You can select to have an email sent to you with all the details of the transactions for your records.

I don’t have access to email. Is there another way tosavetheconfirmation page?

Using the share sheet icon, you can select another app to download the confirmation page and save it there for your records.

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Coverage screen

Can I request a PCM change?

Yes. On the Coverage screen, click on PCM name to request the change. You will then be transferred to HumanaMilitary.com to complete the request.

Can I view my enrollment card?

Yes, on our Coverage tab on the Eligibility screen. Once on this screen, the enrollment card can be found in the Your Information section at the bottom.

Where can I view OHI information?

The Eligibility screen has any OHI information and a link to the OHI questionnaire form. Please print, and fill this form out if your OHI needs to be added or updated.

https://www.humanamilitary.com/

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Find care screen

Where can more information be found for Find Care?

For more details, utilize the question mark icon, found above the Humana Military logo for helpful FAQs.

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More screen

Where can I change my account password?

Under the More tab, select profile. If you are using a DS logon, you cannot reset your password on the Mobile App. You have to visit the website to make that change on your account.

Where can I view my registered email address?

Under the More tab, select profile.

Can I update my email address on the Mobile App?

Yes, from the “More” screen, select “Profile” and choose the email address to update.

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MiscellaneousDoes the mobile app have secure mail?

No. Please visit HumanaMilitary.com to send and receieve secure messages.

Can I update my address?

No, you will need to update your address with DEERS.

Does the mobile app have a chat?

No. Please visit HumanaMilitary.com for chat capabilities.

Can I co-browse?

No. Co-browsing is not available within the mobile app.

WherecanIfindmoreinformationaboutthe mobile app?

HumanaMilitary.com/mobileapp



https://www.humanamilitary.com/mobileapp

Documents

Mobile application FAQ - Humana