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We know healthcare is complicated. Please find more information by topic or log in for details about your specific plan.
To learn more about your plan benefits and services, refer to My LifeWise Plan Information, Summary of Benefits and Coverage, your member booklet, or contact Customer Service.
LifeWise's medical plans do not cover all health care expenses and include limitations and exclusions. Please refer to your benefit booklet to determine which services are covered and to what extent. The following is a partial list of services and supplies that are generally not covered. However, your plan may contain exceptions to this list based on state mandates, essential health benefits, or the plan design purchased.
View the summary of benefits and coverage.
LifeWise wants to make sure you are getting the care you need. Annual check-ups can identify problems early, before they become more serious. Regular visits with your doctor also allow you to discuss any health concerns you may have including more complex health conditions you may have.
You may seek specialty care and behavioral healthcare from in-network or out-of-network providers. Be sure to talk with your primary care provider about your preferences. Depending on your plan, you may need a referral from your primary care provider in order to access specialty care. Refer to your member benefit booklet for details.
Participating in-network providers and facilities are listed in Find a Doctor. Sign in to see providers in your network. Certain nonemergency hospital and other medical services require preapproval from LifeWise. Contact us if you have difficulties finding a provider or have other questions.
We design our provider networks carefully. You can learn more in our Network Design Criteria for Practitioners.
Note: If you are enrolled in an EPO plan, in most cases you are only covered for services from in-network providers. Sign into your online account to use Find a Doctor or refer to your member benefit booklet for details.
For eligible members, LifeWise provides a free service, My Advocate, to help schedule doctor visits. If you don’t have a primary care doctor, My Advocate can help you find one in your network.
My Advocate—a program of Change Healthcare, which is an independent company—works with members on behalf of LifeWise.
Members may seek specialty care and behavioral healthcare from in-network or out-of-network providers. Be sure to talk with your primary care provider about your preferences. Depending on your plan, you may need a referral from your primary care provider in order to access specialty care. Refer to your member benefit booklet for details.
Participating in-network providers and facilities are listed in our online Find a Doctor directory. Sign into your online account to find providers contracted with your specific plan. Certain non-emergency hospital and other medical services, require pre-approval from LifeWise. Customer Service can assist you with the directory or help you locate a practitioner or facility within a specific geographic area.
Please note: If you are enrolled on an EPO plan, in most cases you are only covered for services from in-network providers. Sign into your online account and refer to your member benefit booklet for details
Did you know that the following tests and treatments are often not needed and may be harmful to your health?
You have options if you need after office hours or emergency care. Sometimes it's hard to know what to choose, but there's a big difference in time and money.
24-Hour NurseLineCall our FREE and CONFIDENTIAL 24-Hour NurseLine to speak with a registered nurse who will ask the right questions, listen to your concerns, and help you determine where and when to seek treatment. The NurseLine number is listed on the back of your ID card. Note: if there isn't a NurseLine number on your card your plan may not participate with the NurseLine service.
Non-Life ThreateningUrgent care facilities provide quick, convenient care for health needs that aren't life threatening but can't wait until the next day or longer. They are open outside of regular business hours and are less expensive than emergency room care. To locate the nearest urgent care facility, search our find a doctor directory (choose “Facilities by Specialty” then select “Urgent Care” specialty).
Conditions that can be dealt with in an urgent care facility:
Life ThreateningCall 911 or go to the emergency room if you are in severe pain or your condition is endangering your life.To locate the nearest ER, search our find a doctor directory.
Examples of medical emergencies:
LifeWise members have access to a comprehensive, nationwide network of retail pharmacies and access to a convenient mail order pharmacy, Express Scripts Home delivery. To find information about your drug benefits use the following links.
Find a network pharmacy near you:Find an in-network pharmacy
View pharmaceutical management procedures (procedures that affect your drug coverage):View drugs that require Prior Authorization (exception requests)Learn how to obtain coverage for non-formulary drugs if you have a closed formulary planView drugs subject to Pre service reviewLearn what LifeWise does to keep costs down
View your drug list and see which drugs have limitations to prescribing or access:Search drug lists with Rx SearchVisit Express Scripts to view your personalized pharmacy benefits
Learn how to obtain restricted pharmaceuticals:Use Rx Search to learn which drugs have restrictions, quantity limits and step therapyVisit Express Scripts to find your copay for a restricted prescriptionLearn about prescription mail-order
The goal of the Utilization Management program is to promote the delivery of appropriate, effective and efficient medical care to our members. This includes medical services, medical equipment and pharmacy. If you have questions about the Utilization Management Program, please contact Customer Service.
Collect calls are also accepted by calling 425-918-4000. TTY and language assistance is available for callers with questions about Utilization Management. Our TTY number for deaf, hard of hearing, or speech impaired members is 711.
LifeWise and its delegates do not reward or pay our staff based on how members use healthcare services. We do not base their pay in any way on how or if they decide to approve or deny coverage. We do not reward or pay our staff to make decisions that cause members to use fewer healthcare services.
We do review some healthcare services before members get them. These reviews help us decide if and how to cover those services. When we do a review, we look only at whether services meet medical criteria for your condition and whether your plan covers them.
“We” includes LifeWise and any of its delegates, any people or organizations we hire to review requests.
LifeWise is committed to assuring quality care for its members. Our Quality Program makes sure that the healthcare our members receive is evaluated, measured, improved, and communicated about. LifeWise’s Quality program is designed to improve members’ health and the quality and safety of care and service. The Quality Improvement Committee conducts a formal, system wide quality assessment annually which includes an annual program evaluation of the quality of its health services.
Teams of doctors, pharmacists, and nurses review new drugs and medical services. The Medical Policy Committee reviews new technology and other medical or surgery services. The Pharmacy and Therapeutics Committee reviews new drugs and some therapies. These committees decide if a new drug or service will be covered. Their decisions are based on sound published medical studies. Their decisions help protect against the use of treatments that are not proven or not safe.
Safety information It's important to think about safety when you need healthcare. Talking with your doctor is perhaps the most important link to better care and health results. The links provide useful tools to help you talk with your doctor
about care and medications.
Choosing the right tests and treatments Did you know that the following tests and treatments are often not needed and may be harmful to your health?
Check out Five Steps to Safer Healthcare to learn more.
Medication list For a Medication List in English and Spanish and a variety of Tips and Tools related to medications, go to: http://www.safemedication.com
10 questions to ask Asking questions is important to safe care! The Agency for Healthcare Research and Quality provides useful resources including The 10 Questions You Should Know
Ask Me 3™ The Ask Me 3™ is a program designed to promote communication between health care providers and patients in order to improve health outcomes. The program encourages patients to ask and understand the answers to three questions:
5 Steps to safer careAgency for Healthcare Research and Quality.
LifeWise offers help to support to our members, their spouses/domestic partners, and dependents who are enrolled in a LifeWise plan and are diagnosed with a chronic condition such as asthma, coronary artery disease, heart failure, chronic obstructive pulmonary
disease, diabetes, or depression. Personal Health Support encourages healthy lifestyle changes and helps develop self-management strategies for better health. This program is available at no cost to you.
Participants have access to a personal health support team of registered nurses, certified dietitians, and licensed mental health professionals with expertise in chronic condition management. The program also includes:
Participation is voluntary, and you can withdraw at any time.
benefit and claims questions, please either contact the Customer
Service number on the back of your insurance card or you may also email
from your Secure Inbox.
We understand your health challenges and goals are unique, so we offer eligible members a new program called MOBE, at no additional cost. MOBE provides guided health solutions and support to help you feel your best when facing challenging health situations.
MOBE support can help members dealing with chronic conditions, pain, sleep issues, as well as reducing stress and anxiety, or optimizing medications.
If you are eligible, you'll be matched with a MOBE Guide who works with you through one to-one phone calls and emails.
LifeWise offers home-based care to eligible members provided through Landmark. Landmark is a full-service medical group that provides medical care in the comfort of your
home, whenever you need it. Board-certified doctors, nurse practitioners, and physician assistants are experts in house calls and collaborate with your primary care provider, so you can continue to see the doctor you know and trust. Landmark practitioners
can provide in-home care for most issues, including urgent care needs. They can even prescribe a drug if necessary. Providers are available 24 hours a day, 7 days a week.
Landmark provides services in the state of Washington in Snohomish, King, Pierce, Thurston, and Spokane counties. You can contact Landmark directly at 877-260-7647, or online.
Members who are enrolled in Landmark home-based care services can opt out of the service at any time by contacting their customer service representative at LifeWise or Landmark directly.
Coronary Artery Disease (CAD) and Heart Failure
Personal Health Support offers support to help you or a family member with serious health problems. With this service, a Personal Health Support services clinician will help you with any concerns you have with your health or care. This service is voluntary
and free as part of your health plan.
You can request participation in the Personal Health Support program for yourself or a family member at our dedicated number: 888-742-1479 (711 TTY/TDD).
benefit and claims questions, please either contact the Customer Service number
on the back of your insurance card or you may also email from your Secure Inbox.
Don't be surprised by a bill you weren't expecting
Did you know that you may be required to get an approval for coverage from your health plan before you have a planned medical service or procedure? This is called a preapproval, and it helps you:
Learn more about preapprovals
These are your rights as a health plan member.
These are your responsibilities as a health plan member.
When you receive care from providers in the network, they will process your claims directly with us, so you don't need to handle any paperwork. However, if you receive care from a non-network provider, you may have to pay the provider for the service and then file a claim with us for reimbursement.
To file a claim for reimbursement, simply follow these steps:
Please see your Benefit Booklet for more details on filing claims.
If you disagree with how a claim was paid ─ as described on your Explanation of Benefits (EOB) ─ you can request a review. We must receive your request to review a claim within 180 days after you receive your EOB. You can either call Customer Service or submit a written request. If you suspect that payments were made for services you didn't receive - please call the Anti-Fraud Hotline at 1-800-848-0244.
If you prefer, you can submit a written request so you can make a copy for your records. Along with your written request, include a copy of your EOB to identify details of the disputed claim and any other documents or information that may help resolve your claim to your satisfaction. After we receive your request, we'll send you detailed information about our appeals process, including the timeframes for each step of the process. Send your request to:
LifeWise Health Plan or Washington
P.O. Box 91059
Seattle, WA 98111-9159
Questions? Concerns? Please contact Customer Service.
Please note: Some groups may have a different contact phone number. Please confirm your contact number on the back of your ID card before calling. For more detailed information about your benefits, see your contract or Contact Us.
You can make complaints about:
You also have the right to appeal any action we take or decision we make about your coverage or services.
Get additional information about how to file a complaint, appeal or request an external review.
Learn what an Explanation of Benefits (EOB) is and how to read it.
Learn more about LifeWise
Find a doctor
Pay my bill
Find a form
Get answers (FAQ)
Learn about prior authorization
Call the 24-hour NurseLine