Frequently Asked Questions
1. Am I able to view your plans, including exclusions and limitations?
2. How much are your plans?
3. How do I obtain a new ID Card?
4. How do I submit a change of address?
5. How can I locate a provider in my area?
6. Do I need to be assigned to a dental office?
7. If I have a family policy, do we all have to see the same dentist?
8. What is my effective date?
9. How does a provider change location or plan participation?
10. How do I report a concern?
11. How do I get new enrollment packets?
12. How long does it take for someone to become effective?
13. How often is your website updated with new/terminated providers?
14. How do I become a contracted broker?
15. How can I schedule an enrollment meeting?
16. How can I request packages to be sent to a company?
17. What is my group number?
18. How can I obtain a certificate?
19. Who is my account executive?
20. How do I add/terminate an employee?
21. How can a member join Solstice Benefits?
22. How do I obtain a copy of the schedule of benefits for my plans?
23. How do I request administrative packets?
1. Am I able to view your plans, including exclusions and limitations?
Once you have logged into the benefits portal, you are able to view the plan you are currently enrolled in, as well as the exclusions and limitations for the plan.
2. How much are your plans?
The pricing of our plans are based upon the group size and benefits needed by our customers. Therefore pricing of our plans are geared to be the best pricing to fit our customer's needs.
3. How do I obtain a new ID Card?
As a member we have made several options for you to obtain your ID card in case your previous card was lost. You may request your ID Card by:
1. Logging into your account requesting an ID card;
2. Contacting our customer service department.
4. How do I submit a change of address?
In order to submit any changes to your account information, we need to verify your current information. For this reason we ask that you contact our customer service department submit any changes to your account. You may also inform your plan administrator to make any changes to your account information.
5. How can I locate a provider in my area?
You can locate a provider by clicking "Choose a Dentist" or "Choose a Vision Provider". Enter the search parameters (i.e. city, ZIP, plan, et c. ). Once you have entered the search information and click "GO", you will be directed to a page with providers in the area you selected.
6. Do I need to be assigned to a dental office?
Since our plans are open access, you do not need to select a provider. You are free to see any participating provider within our network that accepts your plan; simply call the selected provider for an appointment.
7. If I have a family policy, do we all have to see the same dentist?
No. Each member of your family is free to see any participating provider accepting your plan.
8. What is my effective date?
Your effective date is noted on your welcome packet. You may verify this information with one of our customer service agents.
9. How long does it take for someone to become effective?
Effective dates are dependent upon the setup of the individual or group. For example, if the group begins the enrollment process on September 1, 2007 and states an effective date of January 1, 2008, then the effective date of the group will be recognized as January 1, 2008. Typically, our enrollment process extends to a 48-hour turnaround timeframe.
10. How often is your website updated with new/terminated providers?
We constantly strive to maintain the most accurate information on our website. Currently our website is updated on a weekly basis. This enables us to incorporate the constant additions of providers and locations allowing our members choices for services.
11. Why don't we receive roster reports?
Our members are not required to select a provider when enrolling in our plans. Since there is no primary physician required, there are no roster reports to generate and your office does not need to keep extra paper!
12. How does a provider change location or plan participation?
In order to terminate your participation within our network, we will need you to submit in writing your request for termination to our office. Simply complete the change request form and forward to our office at:
Solstice Benefits, Inc.
Attn: Provider Relations
P.O. Box 19199
Plantation, FL 33318
Or you may fax your completed form to (954) 337-2330
13. How do I report a concern?
Simply call our customer service department. Our agents are available to address any concern you may have.
14. How do I become a contracted broker?
We would love to have you! Simply contact our Marketing department at 1-877-760-2247, option 1.
15. How can I schedule an enrollment meeting?
Contact our Marketing department at 1-877-760-2247, option 1. Our agents will work with you to set up a convenient time for your enrollment meeting.
16. How can I request packages to be sent to a company?
We have dedicated account managers specializing in your benefits and your type of industry. Simply contact one of our agents and we will be able to assist you in your request.
17. What is my group number?
Your group number is listed on your certificate of coverage and on your invoices.
18. How can I obtain a certificate?
You can obtain a certificate by contacting one of our account managers.
19. Who is my account executive?
We have dedicated account managers specializing in your benefits and your type of industry. Each are more than willing and capable to assist you.
20. How do I add/terminate an employee?
Simply sign in to the benefits portal to access your account information. There is a quick guide provided to assist you in managing benefits to your employees. To access this guide, once logged into your account select the "Documents" tab and choose "Employer Documents". Select the document titled "Employer Quick Guide", and you will have access to all instructions needed to process this request.
21. How can a member join Solstice Benefits?
If you are an employee of a current group, contact your group administrator or human resources representative. He/she will have the information needed for your to enroll in our plan.
If you are an individual, you may become a member by clicking on the "Members" tab and select "Join Solstice". You will be directed to a web page, in which we will need to gather information from you in order to properly enroll you. Plan information, including benefits and pricing, will be provided to you prior to you entering your information.
22. How do I obtain a copy of the schedule of benefits for my plans?
As a member, you can view your schedule of benefits by logging into your account and selecting "My Benefits At A Glance" within the home tab. You will be presented with some general information regarding your benefits as well as a copy of the schedule of benefits.
As an employer, you can view the plans selected by logging into your account and selecting "Employer Documents" within the "Documents" menu.
23. How do I request administrative packets?
You can request administrative packets by clicking on the "Administrative Kits" within the "Clients" tab on the website. Complete the form request and your request will be fulfilled within 7-10 business days. If you need the kits in a shorter amount of time, you can contact your account representative to expedite your request. |
