National General Member Portal User Guide

The information contained in this document is confidential, privileged and only for the information of the

intended recipient and may not be used, published or redistributed without the prior written consent of National

General Insurance.

National General Member Portal

User Guide

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Table of Contents

Sign In................................................................................................................................................................................... 3

1. Registration ........................................................................................................................................................... 3

2. Sign in to an Existing MyNatGen.com Account .......................................................................................... 5

3. Sign in – Redirect from vipmemberbenefits ................................................................................................ 5

Member Portal Home Page ........................................................................................................................................... 6

1. Home Page Buttons ........................................................................................................................................... 6

2. Additional Links .................................................................................................................................................. 10

Policy Information ........................................................................................................................................................... 11

Application and Billing Authorization ........................................................................................................................ 12

General Information ....................................................................................................................................................... 14

Revision History

Date

Description

5/30/2018

May 2018 Release

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The url to the Member Portal is – https://MyNatGen.com

There are 3 ways to get to this site:

• URL directly entered into a browser

• Redirect from vipmemberbenefits.com

• Welcome Email

Registration

• The Customer will need to register a new MyNatGen.com account they currently do

not have one. Customers that currently have a vipmemberbenefits.com account will

have to register for a MyNatGen account.

• Click on the “Register a new account” button; see Figure 1.1.

Figure 1.1

• To register for a new MyNatGen.com account:

1. After clicking on the Register a new account button, the “Register your NatGen

account below” page will display. See Figure 1.2.

2. 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 and all related policies will need

to be manually attached to the new account.

3. Create a password, which must have at least 1 non-alpha / numeric character.

4. Confirm password.

5. Click on “Register”.

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Figure 1.2

6. After clicking on the Register button, the “Register a new Membership” page will

display. See Figure 1.3.

7. Enter the Member ID

a. If the customer clicked on the link from the Welcome Email, the Member

ID will auto populate and cannot be edited.

b. If Customer goes directly to MyNatGen.com in a browser, they will need

to know the Member ID and enter it in.

8. Enter the Primary Member’s Date of Birth in MM/DD/YYYY format

9. Enter the zip code of the mailing address - the zip code must match what is

currently listed in the policy admin system (E123) for the member.

10. Click on “Register”. After clicking on the Register button, the Member Portal

Home Page will display.

Figure 1.3

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2. Sign in to an Existing MyNatGen.com Account

The link in the welcome letter will take the customer directly to the Sign in page or the

Customer can go directly to MyNatGen.com.

• The User Name is not case sensitive. Member User Name is the registered email address.

• Check “Remember me” to have your Email address prepopulated upon returning to the

site.

• Click on “Sign In” and the Member Portal Home Page displays. See Figure 1.4.

• The Customer can now access and review Policies and related information.

Figure 1.4

3. Sign in – Redirect from vipmemberbenefits

The following page will display if a Customer navigates to vipmemberbenefits.com. Once

they get onto MyNatGen.com, the Customer can either register for an account or sign in with

an existing account. See Figure 1.5.

Figure 1.5

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Member Portal Home Page

1. Home Page Buttons

• At the top of the page. See Figure 1.7.

Figure 1.7

• Click on “Home” to return to the Home page from current page.

• Click on “Policy Documents” to view documents that are available for each policy. See

Figure 1.8

 Documents will be available 2-4 days from submission.

 Click on Name of policy to display documents.

 Click on document name to view and/or print.

 Voice verification files for existing policies will not be shown. Future policies

submitted as of 5/31/2018 will be available on MyNatGen.com.

Figure 1.8

• Click on “Your Information” to view the Primary Insured’s profile information. The

customer can also change their password on this page. See Figure 1.9.

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Figure 1.9

• Click on “Sign Out” to close the current session of Member Portal.

• To add additional policies where you are the primary to your existing account, click on

+ Add Another Membership

 The “Add a new Membership” page will be displayed. Figure 1.10

 Enter the Member ID.

• The Member ID that is entered will be matched against data in the

Policy Admin System for the primary member. The data that must

match across the Member IDs are: Last Name, First 3 letters of First

Name, Date of Birth and current address zip code.

• The Member ID can be found on the Welcome email, Policy Packet, or

ID Card.

Figure 1.10

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• Click on “Next” and a list of policies associated with the Member ID that was entered

displays. See Figure 1.11

Figure 1.11

• Click on “Add Membership” at the bottom of the list to add the listed policies to the

account. See Figure 1.12

Figure 1.12

• If policies are successfully added the following message will display. See Figure 1.13

Figure 1.13

• Click “Go Home” in the message or the Home button at the top of the page to view

the added policies.

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• The Home Page lists the Customer’s policies, including STM 3xX policies. The policies

are sorted by status, effective date, and product. See Figure 1.14.

Figure 1.14

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2. Additional Links

• Found at the bottom of every page. See Figure 1.15.

Figure 1.15

• Submit a Claim

 Claim submission information and forms.

 URL: https://ngah-ngic.com/claims.php

• More about National General Accident & Health

 Information about National General Accident & Health Products.

 URL: https://ngah-ngic.com/

• PRIVACY POLICY – displays the NGAH Privacy Policy

• COMPLIANCE – includes Fraud and State Notices

• FAQs – Frequently Asked Questions

• CONTACT

 Displays Member Services hours of operations

 If currently open, will display in Green.

 If currently closed, will display in Red

 See Figure 1.16.

Figure 1.16

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Policy Information

• Each policy is listed in its own section.

• Function buttons:

o Policy Member(s) – Click this button to view all members on the policy, including

dependents.

o View ID Cards – Click this button to view and/or print Temporary ID Cards (if

applicable for the Product)

 STM

 National General Foundation Health

 Dental PPO

 Dental Indemnity

o View Documents – Click this button to view documents for the selected policy,

including:

 Application and Billing Authorizations (Attestations)

 Policy Fulfillment Docs

o Find a Provider or Dentist (if applicable for the Product)

• Click on the Name of the Policy to review additional Policy Information. See Figure 1.17

Figure 1.17

• After clicking on the Name of the Policy, the following information is displayed.

o Policy Number

o Effective Date

o Benefit Level

o Premium

o Term (if applicable for the Product)

o Member ID

o Terminates On (date policy will terminate, if applicable)

o Paying (Monthly or Single Pay)

o Delivery Method (Electronic or Print)

o Button to View ID Cards (and print ID Cards, if available for the Product)

o View Documents for the selected policy.

o Find a Provider or Find a Dentist (if applicable for the Product)

o Policy Members section and basic information for the members. See Figure 1.18

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Figure 1.18

o Agent Details. See Figure 1.19

Figure 1.19

o Clicking on the agent Phone Number will dial the number on a mobile device.

o Clicking on the agent Email will open up a new email with the agent’s email

populated.

Application and Billing Authorization

• If a Customer has not yet Signed for the Application and Billing Authorization, an Important

notice will be displayed under the Name of the Policy. See Figure 1.20

Figure 1.20

• Click on the Application and Billing Authorization link to complete the eSignature process.

• A Sign Authorization page will display and Customer information will be displayed. See

Figure 1.21.

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• The Customer should review all sections for the applicable Health Eligibility Questions and

Authorizations.

Figure 1.21

• The last step is for the Customer to complete the Sign Authorization section at the bottom of

the page. See Figure 1.22.

• The eSignature name must match the Primary Insured’s name that is on the record.

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Figure 1.22

• Click on the “Sign Authorization” button and the following message displays. See Figure 1.23

Figure 1.23

• Click on “Return to your Dashboard”.

• There is a delay of up to 24 hours for the Authorization to be recorded.

• Once the signed authorization is recorded the Important notice message does not display

and the completed Authorization form can be viewed by clicking on the View Documents

button or Policy documents button at the top of any page.

• Note for Authorizations:

o STM 3xX policies. Only the 1

STM policy will show if the Authorization has not been

signed.

o LIFE Association policies will not display the Important Notice even if the Authorization

has not been signed for the product policies.

o When the customer clicks to eSign, all pending policies will be pulled into the

document. The customer cannot choose which policies/products to eSign.

General Information

• In the Member Portal, customers can review policy status, print temporary ID cards, and view

all coverages and documents.

• If problems are experienced when the Customer is 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 4 times per day (CST), 2:30am, 11:00am, 3:00pm, and 8:00pm.

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• 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 need to add the

Member ID(s) to see all of their policies under one account.

o Sign into MyNatGen.com as an existing login

o Click on the Add Membership button

o Follow the process listed above

• To go back to the previous page, click on the “back button” in the browser. Examples,