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.

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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.

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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?

Navigate to “You” in the bottom toolbar and select “Profile”, then “Account details”. There, you’ll be able to change your password and other information.

How do I change my phone number or email?

Navigate to the “You” page in the bottom toolbar and select “Profile”, then “Account details”. There, you’ll be able to change your phone number, email, and more.

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Journeys 

What are journeys? How do I do them?

Journeys are all about taking daily steps toward improving your health and wellbeing. For the length of the journey, you’ll stop by each day for pro tips and proven strategies on a given topic.

You can be on up to 2 journeys at a time. You’ll see journeys we think you might like in the “Start a routine” section on the home screen. After you’ve started a journey, you’ll see it’ll show up each day in the “In progress” section as a reminder to swing by for your daily tips and health know-how.

We’re always expanding our library of journeys, so keep checking back 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’ll see journeys we think you might like in the “Start a routine” section on the home screen. After you’ve started a journey, you’ll see it’ll show up each day in the “In progress” section, as a reminder to swing by for your daily tips and health know-how.

Can I be penalized for not doing a journey?

No, you will never be penalized for not participating in a journey. Journey participation is a choice — you are the boss when it comes to your health.

Do I get insurance discounts for doing journeys?

Points you earn by completing journeys (and other actions in the app) will apply toward the 6,000-point requirement for your premium reduction. 

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.

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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.–9 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.

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Using Well

How do I earn my premium reduction with Well?

To earn your premium reduction for the following calendar year, complete three easy steps:

1. Create your Well account by finding “Well Digital” in your app store and creating an account with your work email, address, date of birth and personal phone number
2. Complete a primary care visit between 10/1/23 and 9/30/24
3. Earn 6,000 points by regularly engaging with Well in-app content, offers and challenges

Eligible NC Health teammates who are benefit-effective on or after May 1 do not have to meet these requirements and will automatically receive the premium reduction for the following year

How do I earn points?

You earn points after trying any suggested health tip or skill, as well as after you complete a “day” for any journeys that you’re on. The more you work on your health, the more points you get!

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.–9 p.m. ET.

I’m leaving my current employer, how do I continue using Well?

Currently, Well is only available as a health benefit through participating employers. If your next 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?

1. Navigate to the “You” page in the bottom toolbar
2. Select “Settings”
3. Select “Apple Health”

How do I connect Google Fit to the Well app?

1. Navigate to the “You” page in the bottom toolbar
2. Select “Settings”
3. Select “Google Fit”

 

Didn’t find what you were looking for? Chat with a Well Guide in the app. Prefer the phone? Give us a call at 844-691-9355.