National General Member Portal
User Guide
For agent use only. Not for distribution to consumers. National General Accident & Health markets products
underwritten by National Health Insurance Company, Integon National Insurance Company, and Integon
Indemnity Corporation.
NGAH-MEMBERPORTALGUIDE (05/2020) © 2020 National Health Insurance Company. All rights reserved.
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Contents
1
General Information ...................................................................................................................................................................... 3
2
Required Attestation ..................................................................................................................................................................... 3
3
Sign In ...............................................................................................................................................................................................4
3.1
Registration .............................................................................................................................................................................4
3.2
Welcome Email ...................................................................................................................................................................... 6
3.3
Account Lock Out ................................................................................................................................................................. 7
4
Home Page Navigation Buttons ................................................................................................................................................ 7
4.1
Home ....................................................................................................................................................................................... 8
4.2
Policy Documents ................................................................................................................................................................. 8
4.3.1 Customer Attestations .................................................................................................................................................... 8
4.3.2 Permanent ID Cards ........................................................................................................................................................ 8
4.4
Billing ........................................................................................................................................................................................ 9
5
Add Another Policy ...................................................................................................................................................................... 11
6.1
PRIVACY POLICY ................................................................................................................................................................ 12
6.2
COMPLIANCE ...................................................................................................................................................................... 12
6.3
FAQs ....................................................................................................................................................................................... 12
6.4
CONTACT ............................................................................................................................................................................. 12
7
Policy Information ........................................................................................................................................................................ 12
7.1
Function buttons: ................................................................................................................................................................ 12
8
Policy Changes ............................................................................................................................................................................. 14
8.1
Your Information Changes ............................................................................................................................................... 14
8.1.1 Email Notification of Change ...................................................................................................................................... 15
8.1.2 Member Portal Your Information Page ................................................................................................................... 15
8.1.4 Member Portal Policy Member Information ........................................................................................................... 15
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1
General Information
In the Member Portal, customers can review policy status, print temporary ID cards, and view
all coverages and documents.
If the customer experiences problems while trying to access the Member Portal, they
should try pressing the “Ctrl + F5” keys simultaneously to clear the cache. The process to
clear the cache may also remove the “Remember Me” Sign in so this will need to be re-
selected if it has been cleared.
Policy data is updated every hour on the hour (regardless of new or existing business).
o Member Portal registration is immediately available for new policies.
If a customer is already registered with a MyNatGen.com account and applied for additional
policies after the initial registration or has other existing policies, they will automatically show
up.
To go back to the previous page, click on the “back button” in the browser.
2
Required Attestation
If the member does not attest their policy at the time of application, they will be required to
attest on the Member Portal. This should be done via the link in the “Signature Needed” email
that is sent to the member.
1) Click on “Log on Now!” link
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2) You will be taken to a page that displays various information for your review including a
copy of your completed application.
3) At the bottom of the page will be a section for you to eSign.
4) Enter your full name as it appears in the signature box.
5) Click on “Sign Authorization.”
6) The “Success” page will display.
7) Click on “Continue to Register your Account.”
3
Sign In
The URL to the Member Portal is https://MyNatGen.com
There are two ways to get to this site:
1) URL directly entered into a browser
2) Welcome Email
3.1
Registration
The customer will need to register a new MyNatGen.com account if they do not currently have
one.
1) Click on the “Register a new account” button.
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2) The Account Registration screen will be displayed.
3) Enter a valid, active email address. This does not have to match the email that was used at
the time the application was submitted. Once the email is registered, it cannot be
changed.
a) The email address must be unique to a member and cannot be reused for another
MyNatGen.com account.
b) If a customer creates a new email and wants to use it for the Member Portal, the new
email must be registered.
4) Create a password, which must have at least 1 non-alphanumeric character.
5) Confirm password.
6) Click on “Register.”
7) The Policy Registration page will be displayed.
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8) Enter the Policy Number.
a) The Policy Number that should be entered will begin with the numeral 2 – not to
be confused with the PHID which will begin with a 7.
b) If the customer clicked on the link from the Welcome Email, the Policy Number will
auto populate and cannot be edited.
c) If the customer goes directly to MyNatGen.com in a browser, they will need to know
the Policy Number and enter it in.
9) Enter the Primary Member’s Date of Birth in place of the default Date of Birth that
displays. The Date of Birth field will open with your browser’s default date picker.
NOTE: If you’re using an iPhone to register a policy, you will need to use the scrolling
options to choose the Date of Birth.
10) Enter the ZIP code of the mailing address. The ZIP code must match the ZIP code
that is currently listed in the policy admin system (E123/NPS) for the member.
11) Click on “Register”. The Member Portal Home Page will display.
3.2
Welcome Email
If you choose to register using the Welcome Email, just click on the “Log on now” button in the
body of the email. You will be taken directly to the Registration page and your Policy Number
will be pre-filled.
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3.3
Account Lock Out
The account will be subject to a lockout policy wherein their account may be locked for a
5-minute period after five invalid login attempts. The error message displayed will provide
an approximation of the number of minutes remaining in their lockout.
1) Initial lockout message will indicate that you can try again in 5 minutes.
2) If you try again before the 5 minutes has passed, the message will update the amount of
remaining minutes.
4
Home Page Navigation Buttons
There are buttons in the top right portion of the page to help you find and navigate to
useful information. The page you are currently on will be blue.
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4.1
Home
Click on “Home” to return to the Home page from the current page.
4.2
Policy Documents
Click on “Policy Documents” to view documents that are available for each policy. All signed
attestations are shown. Policy Packets and ID Cards are filtered to the latest version. The
policies are sorted by status, effective date, and product. For some products, a product
brochure will also be available. If applicable, previous versions of Policy Packets and ID Cards
can be viewed in OpenText or iCAST > CPS > View Policy (Search Policy number) > Documents
tab.
1) Documents will be available 2-4 days from submission.
2) Click on the product name for the policy to display documents.
3) Click on document name to view, print, or download.
4.3
Document not available
A given document may not be in Member Portal for a number of reasons. Following is a
breakdown of where the more popular types of documents can be found.
4.3.1 Customer Attestations
All Customer Attestations are available in Member Portal. They can be retrieved manually
from OpenText.
4.3.2 Permanent ID Cards
Permanent ID Cards will be available in Member Portal 1-2 days after the Policy’s initial
payment.
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4.4
Billing
1) Click on “$ Billing” to view Billing and Payment information.
2) The active payment method is displayed.
a) Click “Inactive Payment Methods” to view previous payment method(s), if applicable.
b) Current and past payment transactions are displayed.
3) Click on the Policy # link to display the specifics of that policy.
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4) Click on the “Receipt” button to view, print, or download the receipt for the selected
payment transaction.
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4.5
Your Information
Click on “Your Information” to view the Primary Insured’s profile information. The customer can
also change their password on this page.
4.6
Sign Out
Click on “Sign Out” to close the current session of Member Portal.
5
Add Another Policy
If the insured applies for another policy, it should show up automatically. If it doesn’t, they can
add it using this process.
1) To add additional policies where the customer is the primary to an existing account, click on
2) The “Add a new Policy” page will be displayed.
3) Enter the Policy Number.
4) The Policy Number that is entered will be matched against data in the Policy Admin System
for the primary member. The data that must match across the Policy Numbers are: Last
Name, First 3 letters of First Name, Date of Birth, and current address zip code.
5) The Policy Number can be found on the Welcome email, Policy Packet, or ID Card.
6) Click on “Next” and the policy information for that policy number will display. Click on “Add
Policy” at the bottom of the list to add the listed policies to the account.
7) If policies are added successfully, the following message will display.
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6
Click “Go Home” in the message or the Home button at the top of the page to view the
added policies.Additional Links
There are additional links found at the bottom of every page.
6.1
PRIVACY POLICY
Displays the NGAH Privacy Policy
6.2
COMPLIANCE
Includes Fraud and State Notices
6.3
FAQs
Frequently Asked Questions
6.4
CONTACT
Displays Member Services hours of operation
7
Policy Information
Each policy is listed in its own section.
7.1
Function buttons:
1) Policy Member(s) – Click this button to view all members on the policy, including
dependents.
2) View ID Cards – Click this button to view, print, or download Temporary ID Cards
(if applicable for the Product).
(a) STM
(b) National General Foundation Health
(c) National General Access
(d) Dental PPO
(e) Dental Indemnity
3) Member ID Card Print
(a) Click on double arrows in upper right-hand corner to display menu.
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(b) Click on double arrows in upper right-hand corner to display menu.
4) View Documents – Click this button to view documents for the selected policy, including:
(a) Application and Billing Authorizations (Attestations)
(b) Policy Fulfillment Docs
5) Find a Provider or Dentist (if applicable for the Product).
6) Click on the name of the policy to review additional Policy Information.
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(a) Agent Detail Links
Clicking on the agent phone number while on a mobile device will dial the
number.
Clicking on the agent email will open up a new email with the agent’s email
populated
8
Policy Changes
8.1
Your Information Changes
Changes made in our Policy Administration systems can take up to an hour before being
reflected on Member Portal. These changes will display on various pages depending upon the
specific information that you change.
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8.1.1 Email Notification of Change
8.1.2 Member Portal Your Information Page
Name, Date of Birth, Gender, Address, Phone(s), and Email changes will all be reflected on
the Your Information Page.
8.1.3 Member Portal Home Page
If you make a change to your First Name, we will address you by your new First Name on the
Home Page
8.1.4 Member Portal Policy Member Information
If you make a change to the name or Date of Birth for any member, the change will be
reflected by clicking on Policy Member(s) from the Home Page.
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