Help – Custom

Help

Health Plan

Can I ask questions about my benefits?

Yes, you can! Well Guides can provide you with information on your benefits. We use real, human language. Just AskWell.

How do I get my health insurance ID card?

Your health insurance company provides you with your ID card. If you need a new one, please contact them or see if they have one available digitally. You can also AskWell for help.

How do I change, update, or renew my health insurance plan?

This is typically done during your employer’s open enrollment period, unless you have a qualifying life event. Contact your employer for specific details. If you don’t know who to call, AskWell.


Providers

Can you help me find a doctor?

Just AskWell. Our expert team of Well Guides is ready to help you find a new provider.

Can I rate my doctor?

We’re always curious to hear what you think of the doctors you see. Let us know what you think of your doctor, and if you’re not having a great experience we can help you find a new one. Just AskWell.

Can I book an appointment through Well?

We can help schedule appointments for you via one of our Well Guides. Just AskWell.


Security

Is my information protected?

The information you share with us is safe and secure. We use your plan details and claims information to personalize Well to your individual health needs. We track how you interact with our product so we can create the most personalized health experience possible for you. You can withdraw from our program at any time by talking to a Well Guide or emailing us at privacy@well.co.

How do I change my password?

You can change your password by navigating to You > Settings.

How do I change my phone number or email?

You can change your phone number or email by navigating to You > Profile.


Journeys

What is a journey? How do I start?

Journeys are all about taking small, easy steps toward improving your health and well-being. For the length of the journey, you’ll check in each day to get pro tips and proven strategies from our health experts on a given topic. Oh, and every time you complete a step in a journey, you earn real rewards. Go on a journey today.

While on a journey, you’ll be encouraged to track your health progress and habits to see which tips work best for you — whether you’re working on an area of your health or getting on top of a condition.

Most journeys are 21 days long. You can be on 2 journeys at a time. Also, we’re continuously expanding our library of journeys, so keep checking back on your home screen to find ones that interest you. And if you’d like to see a journey on a specific topic, let us know!

How do I participate in a journey?

You can find and explore journeys directly in the Well app. You’ll see ones we think you might like in the “Start something new” section on the home screen. You can also tap the navigation button in the bottom right-hand corner of the screen and select “Journeys” from the menu.

Journeys you’ve started will show up on the home screen too, under the “Keep it going” section.

Click here to start a journey.

Are journeys specific to my needs?

Our goal is to deeply understand your needs and desires when it comes to your health. We ask questions and listen to you directly. This helps us personalize your experience — as we get to know you, we can give you the journeys and health tips that suit you best.

Can I be penalized for not doing a journey?

No, we will never penalize you for not participating in a journey. Journey participation is a choice. We believe that you are the boss when it comes to your health. We make every effort to provide fun, engaging, and valuable journeys to help you take control of your health and we will reward you for taking that step. The more you do, the more rewards you’ll earn.

Do I get insurance discounts for doing journeys?

At the moment, we don’t offer insurance discounts or subsidies. However, we do reward you with other terrific options that have real cash value like gift cards.

Can I track my activity from third-party apps?

We are constantly expanding our ecosystem of partners to enhance the Well experience and allow you to continue using the apps you like. Well currently integrates with both Apple Health and GoogleFit from a broad range of devices. This gives you the ability to incorporate some of your wearable data into your Well experience. Have a specific app or device in mind that is not supported by Apple Health or GoogleFit? Let us know and we’ll add it to our to-do list.


AskWell

What’s AskWell? What can I chat about?

AskWell is our in-app chat to get guidance and support from real, live Well Guides.

You can chat about things like:

  • I want to be healthier, how should I start?
  • Can you help me find a doctor?
  • What journeys are available to me?
  • Do I really owe this much for the procedure I had?
  • Is a specialist covered by my insurance?
  • And more…

It works just like texting, and you can always come back and see your full chat history. And sometimes we’ll reach out to you right in AskWell to lend a helping hand.

And just like the rest of Well, it is included as part of your membership and at times you can even earn rewards by chatting with a Well Guide.

Who are Well Guides?

Well Guides are real people that are here to help you reach your health goals and navigate the complexities of healthcare. You can chat directly with a Well Guide via AskWell.

Our Well Guide team is also supported by health and pharmacy specialists to help provide expert guidance when you need it.

What hours is AskWell available?

You can chat with a Well Guide on Monday-Friday from 8 a.m.–8 p.m. ET, excluding holidays.

Outside of those hours, you can always leave a message for a Well Guide. A Well Guide will get right to responding as soon as we are open.

Are my conversations secure and private?

Yes, they are. What you tell us in chat is never shared with your employer or insurance company. See our privacy policy for more details.

 


Using Well

How do I earn points?

Here at Well, we believe you should be rewarded for taking steps to improve your health.

You can earn points primarily via journeys, and also in other moments throughout the app.

Get Well. Get Rewarded.

How do I redeem points? What can I get for them?

Explore our rewards marketplace to redeem your points. You can get items of real value, like gift cards.

Better health. Real rewards. Talk about a win-win.

Do my points ever expire?

Points will not expire as long as you have a premium membership. How and when you spend your points is entirely up to you. You could save up for a big reward, or spend your points more frequently.

Is my information available all the time?

We are always here to support you as you work toward better health. The Well app is available 24/7/365.

Our Well Guide team is available via AskWell on Monday-Friday from 8 a.m.–8 p.m. ET.

I changed employers, how do I continue using Well?

Congrats on the new gig! Currently Well can only be enabled for users who work for an employer who has decided to offer Well to its employees. If your new employer doesn’t offer Well, let them know how much you’ve enjoyed using Well, and maybe they can be our next partner in health.

How do I connect with the Apple Health app?

Connecting your Well app with the Apple Health app is easy! To get started, you need to allow your Well app to access your Apple Health app data. To do so, follow the steps listed below:

  1. Navigate to the “Health” app on your iPhone.
  2. Tap on “Sources” in the bottom navigation bar.
  3. The Sources tab will have a list of all of your installed apps that support Health integration.
  4. Click on the Well app to give Well access to read and write health data via the Health app.

From now on, all of your health data should be integrated between the Apple Health app and the Well app!

How do I connect Google Fit to the Well app?

Connecting your Well app with Google Fit is easy! To get started, you need to authorize your Well app to access your Google Fit data. To do so, follow the steps listed below:

  1. In the Well app, navigate to Profile and then press Settings
  2. Under “Connected Apps” select Google Fit
  3. In the “Let’s get connected” page press Activate
  4. Select your Google account and select “Allow” for the different permissions to give access to the different data fields.
  5. Confirm your permissions by selecting “Allow” on the Confirm your choices dialog.

 


 

Didn’t find what you were looking for? Chat with a Well Guide in the app or give us as call at 844-939-5100