Edit and Update Insurance Information

Keep your insurance information current to ensure smooth claims processing and accurate coverage verification.

When to Update Insurance

Update your insurance information when:

Policy changes:

• ✅ New insurance plan or provider
• ✅ Employer change
• ✅ Policy renewal with changes
• ✅ Member ID number changed
• ✅ Group number changed

Coverage changes:

• ✅ Primary to secondary insurance
• ✅ Added spouse/dependent coverage
• ✅ Medicare/Medicaid enrollment
• ✅ Plan tier changes

Card updates:

• ✅ New insurance card received
• ✅ Updated card information
• ✅ Better quality card photos

Information corrections:

• ✅ Misspelled name
• ✅ Wrong date of birth
• ✅ Incorrect member ID
• ✅ Wrong relationship to subscriber

Viewing Current Insurance

Access Insurance Information

1. Open RoadL Patient App
2. Go to My Profile
3. Tap Insurance
4. See all insurance plans on file

What You'll See

For each insurance plan:

• Insurance company name
• Plan type
• Member ID
• Group number (if applicable)
• Subscriber name
• Your relationship to subscriber
• Verification status
• Card photos (front and back)
• Effective dates

Verification indicators:

• ✅ Verified - Coverage confirmed
• ⏳ Pending - Verification in progress
• ⚠️ Needs Update - Information required
• ❌ Not Verified - Cannot confirm coverage

Editing Insurance Details

Update Insurance Information

1. Go to My Profile → Insurance
2. Tap the insurance plan to edit
3. Tap Edit Insurance
4. Update fields as needed
5. Tap Save Changes

Editable Fields

Member Information:

• Member ID number
• Group number
• Subscriber name
• Relationship to subscriber
• Date of birth

Plan Details:

• Cannot change insurance company (add new plan instead)
• Effective dates may auto-update
• Plan type shown for reference

Required Fields

Fields marked with asterisk (*) are required:

• Member ID *
• Subscriber name *
• Relationship to subscriber *
• Insurance company * (select from list)

Validation:

• Member ID format checked
• Dates must be valid
• Subscriber must match card
• All required fields completed

Updating Insurance Card Photos

Why Update Card Photos

Better photos provide:

• Faster verification
• Fewer claim delays
• Accurate information capture
• Clear reference for providers
• Reduced verification calls

Update photos when:

• Original photos blurry
• New card received
• Information changed
• Better lighting available
• Card damaged/faded

Upload New Card Photos

1. Go to My Profile → Insurance
2. Tap insurance plan
3. Tap Update Card Photos
4. Choose photo source:
   • Take Photo - Use camera now
   • Choose from Library - Select existing

Front of Card

Must clearly show:

• ✅ Insurance company name and logo
• ✅ Member name
• ✅ Member ID number
• ✅ Group number
• ✅ Plan type
• ✅ Customer service number

Photo tips:

• Place card on solid, contrasting background
• Even lighting (avoid glare)
• Card fills most of frame
• All text readable
• No shadows
• Straight angle (not tilted)

Back of Card

Must clearly show:

• ✅ Claims mailing address
• ✅ Pharmacy information
• ✅ Additional phone numbers
• ✅ Any member instructions
• ✅ Any bar codes or scan codes

Same photo guidelines as front.

Photo Editing Tools

After capturing:

Crop:

• Adjust frame around card
• Remove unnecessary background
• Ensure card edges visible

Rotate:

• Fix orientation if needed
• Make text readable
• Straighten if tilted

Enhance:

• Adjust brightness if dark
• Increase contrast if faded
• Sharpen if blurry (limited)

Retake:

• If photo quality poor
• Better to retake than over-edit
• Multiple attempts allowed

Changing Insurance Companies

Switch to New Insurance

Can't edit to different company - add new plan:

1. Go to My Profile → Insurance
2. Tap Add Insurance
3. Search for new insurance company
4. Complete new plan information
5. Upload new card photos
6. Save new insurance

Then delete old insurance:

1. Tap old insurance plan
2. Tap Delete Insurance
3. Confirm deletion

See Add Insurance for detailed instructions.

Multiple Insurance Plans

You can have multiple plans on file:

Primary vs. Secondary:

• Mark one as primary
• Secondary used for balance billing
• Claims coordinated automatically
• Both plans appear in appointments

To set primary:

1. Go to Insurance
2. Tap plan to make primary
3. Tap Set as Primary
4. See "Primary" label

Subscriber Information

If You're the Subscriber

Subscriber = Policy holder

Your information:

• Subscriber name: Your name
• Relationship: Self
• Date of birth: Your DOB

If Someone Else is Subscriber

Common for:

• Spouse's employer insurance
• Parent's insurance (under 26)
• Medicare with working spouse

Required information:

• Subscriber's full name (as on card)
• Your relationship (Spouse, Child, etc.)
• Subscriber's date of birth

Relationship options:

• Self
• Spouse
• Child
• Domestic Partner
• Other

Verification Status

Understanding Verification

RoadL verifies insurance to:

• Confirm active coverage
• Check in-network status
• Verify member information
• Ensure claims will process

Verification Process

After adding/editing insurance:

1. Submitted - Information received
2. In Progress - Checking with insurance company (1-2 business days)
3. Verified - Coverage confirmed ✅
4. Needs Information - Missing or incorrect details ⚠️
5. Could Not Verify - Issues found ❌

If Verification Fails

Common reasons:

• Member ID incorrect
• Plan not active
• Name doesn't match
• Date of birth wrong
• Not in insurance system yet

What to do:

1. Check information:

   • Compare to physical card
   • Verify all fields accurate
   • Fix any typos

2. Update and resubmit:

   • Edit insurance details
   • Upload clearer card photos
   • Save changes triggers re-verification

3. Contact insurance:

   • Call number on card
   • Verify your active coverage
   • Ask about member ID format
   • Confirm name on file

4. Contact RoadL:

   • If you're sure information correct
   • Manual verification possible
   • Call: (833) 762-3555

Scheduling Before Verification

Can schedule with pending verification:

• Visit can proceed
• Verification completes before visit
• May need to update payment if insurance fails

If verification fails before visit:

• Notified immediately
• Can update information
• Or use backup payment method
• Visit still happens

Deleting Insurance

Remove Insurance Plan

1. Go to My Profile → Insurance
2. Tap insurance to delete
3. Tap Delete Insurance
4. Confirm deletion

Important:

• Cannot delete if upcoming appointment using it
• Cannot delete only payment method (add another first)
• Deletion permanent (must re-add if needed)

When to Delete

Appropriate:

• Changed to new insurance
• Lost coverage
• Duplicate entry
• Wrong plan added

Keep if:

• Still have coverage
• Might use in future
• Secondary insurance
• Switching jobs but coverage continues

After Deleting

Upcoming appointments:

• Update to new insurance or payment method
• Cannot proceed without payment

Past appointments:

• History retained
• Claims already processed
• Documentation maintained

Insurance for Family Members

Managing Family Insurance

Each family member can have:

• Same insurance plan
• Different insurance plans
• Mix of insurance and self-pay

Add Insurance for Family Member

1. Go to My Family
2. Select family member
3. Tap Insurance
4. Tap Add Insurance
5. Complete their insurance info
6. Upload their card photos

Subscriber Relationships

If you're subscriber:

• You: Self
• Spouse: Spouse
• Children: Child

If someone else subscriber:

• Use actual relationship to subscriber
• Example: Child on their grandparent's plan = Child

In-Network vs. Out-of-Network

Checking Network Status

After verification, see:

• ✅ In-Network - RoadL is preferred provider
• ⚠️ Out-of-Network - Higher costs may apply
• ❓ Unknown - Check with insurance

In-Network Plans

Benefits:

• Lower copays
• Better coverage percentage
• Lower deductible
• No balance billing
• Preferred claims processing

Most plans in-network:

• Medicare
• Medicaid
• Major commercial insurers
• Most marketplace plans

Out-of-Network Coverage

If out-of-network:

• Higher patient responsibility
• May require upfront payment
• Submit claim yourself (we can help)
• Reimbursed by insurance after

Options:

1. Use out-of-network benefits
2. Switch to self-pay and submit claim
3. Contact insurance about in-network status

Copays and Cost Sharing

Understanding Your Costs

After verification, we determine:

• Copay amount
• Coinsurance percentage
• Deductible status
• Out-of-pocket maximum

Copay Collection

When using insurance:

• Copay shown during scheduling
• Collected via backup payment method
• Processed after insurance verifies
• Receipt emailed

If Costs Are Wrong

Estimated costs may differ from actual:

• Insurance benefits can change
• Deductibles vary
• Plan updates happen

If charged wrong amount:

1. Check Explanation of Benefits (EOB)
2. Compare to receipt
3. Contact us if discrepancy: (833) 762-3555
4. We'll research and adjust

Troubleshooting

Changes Not Saving

If edits won't save:

1. Check required fields completed
2. Verify format (Member ID especially)
3. Check internet connection
4. Try:
   • Close and reopen app
   • Log out and back in
   • Update app to latest version

Photos Won't Upload

If card photos fail:

Photo too large:

• Max size: 10MB
• Compress photo
• Lower resolution
• Take new photo

Wrong format:

• Use JPG or PNG
• Not PDF or other document formats

Upload fails:

• Check internet connection
• Try WiFi instead of cellular
• Restart app
• Contact support

Member ID Invalid

If system rejects Member ID:

Check format:

• Correct number of characters
• Letters and numbers as shown
• No spaces (system removes automatically)
• Correct case (uppercase/lowercase)
• No special characters unless on card

Try:

• Copy exactly from card
• Call insurance to confirm format
• Use card photo instead
• Contact support for manual entry

Insurance Not in List

If can't find insurance company:

Search tips:

• Try parent company name
• Try plan name
• Try common abbreviations
• Search by state

Not listed:

• Contact support: (833) 762-3555
• We can add to system
• Provide card photo
• Manual verification

Best Practices

Keep Information Current

Review quarterly:

• Verify information still correct
• Update card photos if changed
• Check verification status
• Confirm primary insurance designation

Update immediately when:

• New job/employer
• Card renewal
• Policy changes
• Life changes (marriage, birth, etc.)

Document Everything

Keep:

• Physical insurance cards
• Digital card photos elsewhere
• Explanation of Benefits (EOB)
• Claim correspondence
• Verification confirmations

Before Appointments

Day before visit:

• Verify insurance still active
• Check verification status in app
• Confirm copay amount
• Have backup payment ready

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• Email: support@roadlcare.com

We can help with:

• Verification issues
• Manual verification
• Insurance questions
• Adding unlisted plans
• Correcting claim errors
• Network status questions

Have ready:

• Insurance card (front and back)
• Member ID
• Group number
• Date of issue
• Any verification letters

Healthcare in Real-Time™ - Accurate insurance information for seamless care.