USAble Life Member Portal and Credit Card Feature Frequently Asked Questions

About the Member Portal

Q: What is the Member Portal?
A: The USAble Life Member Portal is an online platform where members can conveniently manage their payments and view their payment history.

Q: Who can use the Member Portal?
A: The Member Portal — my.USAbleLife.com — is available to new and current Florida Blue IU65 members with supplemental policies (Accident, Critical Illness, and Hospital Indemnity) with direct bill.

Q. What are the advantages of using MYUSAbleLIFE?
A. The Member Portal offers the ability for members to access their account 24/7.

Q: What features are available in the Member Portal?
A: The Member Portal allows members to view billing history, make a one-time payment, and set up recurring auto-pay by credit card, debit card, or bank draft. You can also learn more about USAble Life, view your policy information, and understand how to file a claim.

Q: What are the advantages of using the Member Portal?
A: The Member Portal offers the ability for members to access their account 24/7.

Q: How will members be notified about the Member Portal and the option to pay monthly premiums using credit cards?
A: Members will be notified in two ways: 1) An informational flyer will be available at point of sale. 2) A bill stuffer with a QR code and URL will be included in the member’s first bill.

Q: What is the Member Portal Credit Card and Bank Draft Payment Setup?
A: The Credit Card and Bank Draft Payment Setup — AutoPay — is a feature that allows members to set up and manage credit card and bank draft payments through the Member Portal.

Q: How will members access the Member Portal?
A: Members can access the Member Portal by visiting my.USAbleLife.com and set up an account.

Q: How do members set up an account?
A: Members new to the Member Portal will have the option to create a new account. Members will follow the prompts to set up an account, which include entering their email, date of birth, first and last name, and last four digits of their Social Security number. They will receive a PIN to log in and then set their own password.

Q: What do members do if they encounter any issues in the Member Portal?
A: If a member experiences difficulties or has questions regarding the Member Portal, they can contact USAble Life’s Customer Care team at 800-370-5856, Monday-Friday, 8 a.m.–5 p.m. CT.

Billing and payments

Q: Will the binder payment process change?
A: No, the current binder payment process for new sales with Stripe will stay the same.

Q: What payment options are available for members with USAble Life supplemental plans?
A: Payments may be made by mailing a check, or through the USAble Life member portal by bank draft or credit card payment.

Q: Can a member schedule automatic recurring payments using the Member Portal?
A: Yes, a member can set up automatic recurring payments using their saved credit card or bank account information.

Q: How soon after point of sale can a member set up their recurring payments with a credit card?
A: Members may log in to the Member Portal and set up credit card and bank draft payments 48 hours after the initial point of sale.

Q: Will the ACH process change?
A: No, the ACH process will remain the same at point of sale. Florida Blue will continue to send ACH information to USAble Life. However, the autopay bank drafts for new business will flow through the One Inc. process.

Q: Is ACH available through the Member Portal?
A: Yes, ACH is available through the Member Portal.

Q: How will a member set up credit card and bank draft payments in the Member Portal?
A: Once logged in, navigate to the Payment Settings section and follow the prompts.

Q. What credit card payment options are available?
A. Payments may be made using American Express, Visa, MasterCard, and Discover cards.

Q: What credit card payment options are available?
A: Payments may be made using American Express, Visa, MasterCard, and Discover.

Q: Can a member use a debit card as a payment option?
A: Yes, members can use a debit card as their payment option.

Q: Can a member manage multiple payment methods in the Payment Settings of the Member Portal?
A: Yes, a member may add, remove, or update multiple credit cards or bank accounts in the Payment Settings section of the Member Portal.

Q: Will a member receive notifications for credit card and bank draft payments made through the Member Portal?
A: Yes, a member will receive email notifications confirming successful credit card and bank draft payments have been made.

Q: Are there fees associated with credit card or bank draft payment processing?
A: No, there are no fees for using the supported credit or debit cards or bank drafts.

Q: Who do I contact if I have questions about my bill?
A: Questions can be directed to Premium Accounting at premiumaccountingach@usablelife.com.

Q: Who do I contact if I have questions about online billing?
A: If you have any questions about online billing, please contact us at 800-370-5856 or membershipandbilling@usablelife.com.

Q: How far back do you provide payment and billing history?
A: Your account will allow you to look back up to 12 rolling months from the current bill cycle. If you need assistance with payment or billing history for a period beyond that, contact us at membershipandbilling@usablelife.com.

Q: What is the billing frequency?
A: AutoPay payments can be processed on the date you select between the first and the 28th day of the month for the total balance due, including any past-due amounts or credits. Payments will be processed the following business day if the withdrawal date selected falls on a bank holiday or weekend. You will receive an email when your AutoPay has been scheduled.

In order to sign up for AutoPay, your billing frequency must be monthly.

Q: How can I cancel AutoPay?
A: You may cancel your AutoPay arrangement at any time from within your account. .

Q: Will I continue to receive paper bills?
A: You will not receive a paper bill if you are enrolled in AutoPay.

Q: How do I update my billing frequency?
A: Change requests are processed by Member Services. To update your frequency, email membership@usablelife.com.

My user account

Q: Who do I call for assistance with logging in?
A: Contact Customer Care at 800-370-5856.

Q: How do I update the demographic information on my account?
A: Call Customer Care at 800-370-5856 or email us at membershipandbilling@usablelife.com.

Q: How can I update my user ID?
A: Your user ID is your email address. You can update it by logging in and navigating to your Account screen.

Security

Q: Is data secure when making payments in the Member Portal?
A: Yes, USAble Life adheres to strict data security compliance standards to ensure member information is safeguarded. All credit card information is handled by a PCI-compliant vendor, ensuring the highest level of security for sensitive data.

Q: Is it safe to enter credit card and bank account information on the Member Portal?
A: Yes, the Member Portal uses industry-standard encryption protocols to ensure the security of personal and financial information.

Documents and forms

Please visit USAbleLife.com/claims/faq/ to review common claims questions and benefit-specific claim questions.

Q. How can I file a claim?
A: To file a claim, go to USAbleLife.com and select Start a Claim or visit USAbleLife.com/claims, where you can complete a claim using our Online Claims Experience or download a claim form for your specific state/benefit and review guides to learn about USAble Life’s claims process.

Q: Where can I get administration forms (e.g., Beneficiary Change, Evidence of Insurability, etc.)?
A: Forms are state-specific and benefit-specific. Visit USAbleLife.com/documents to download forms for your state and product.

Policy

Q: How do I obtain a copy of my policy?
A: Call Customer Care at 800-370-5856 or email membershipandbilling@usablelife.com.

Q: Who do I contact to update, change, or cancel my policy?
A: You can contact Customer Care at 800-370-5856 or submit your request to membership@usablelife.com.

Site Availability

Q: Will there be times when the site is unavailable?
A: Yes, the site will be down regularly on the last Sunday of every month from 8 a.m.-1 p.m. CT.