Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was insured through Redirect Health via my employer (Visiting Angels, *********, **) until June 2025. On April 3, 2025, I had a scheduled testicular ultrasound with Doppler at Atrium Health Union Radiology. Before the visit, I contacted Redirect Health and fully described the procedure. Their representative confirmed coverage with only a $50 copay.I relied on this confirmation and proceeded in good faith. However, weeks later, Atrium Health informed me that Redirect Health had still not processed the claim. The balance of $1,367.06 remains in pending status, awaiting insurance payment.I have made multiple attempts to follow up with Redirect Health by phone and through their app, but their system is unresponsive and crashes across devices, making it impossible to upload required documents. I have also followed up with Atrium Health, who confirmed that the claim is still under review with no response from the insurer for an extended ********* of now, I have not received a final bill because the claim is still unresolved. However, I did recently pay the $50 copay as previously promised to avoid further issues.This situation has caused me serious stress and anxiety. I acted responsibly and followed every instruction. Redirect Healths failure to process the claim and lack of communication is unacceptable.I request that BBB assist in getting Redirect Health to fulfill their coverage obligations and resolve this pending claim. I have attached documentation showing coverage, communication history, and the paid copay.

  

  Business Response

  Date: 07/21/2025

  Dear BBB,
  Thank you for the opportunity to address Mr. ******* concerns regarding the status of his final bill and claim resolution with Provider, Atrium Radiology.  We understand Mr. ******* frustration regarding the delay in receiving a final bill from Atrium for his recent procedure and his difficulty in reaching a team member for assistance. We take these concerns seriously and appreciate the opportunity to improve and provide clarification.

  Upon receiving Mr. ******* complaint, a Redirect Health team member contacted his Provider, Atrium, and received confirmation that his account was pending due to an EOB, that we promptly resent.  Atrium has requested a 30-day follow-up period (8/18) to allow their team sufficient time to complete their EOB review. Redirect's intention was to close out this remaining eligible balance immediately; however, Atrium requested more time. We are committed to monitoring the situation closely over the next 30 days and continue to advocate for the resolution he is seeking with no further cost to him for this service.

  We value our members and regret any inconvenience that Mr. ****** has experienced. Our goal is to ensure that his account is fully resolved in coordination with both the provider and Mr. ******* and we will keep him informed as we receive further updates.

  Sincerely,

  *** *****, COO

  Redirect Health

  Customer Answer

  Date: 07/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For procedure at *************** Anesthesia PLLC. Date 10/23 For Anesthesia bill that was claimed was resolved two years ago but now found out it was denied and I was sent to collections after two years.Redirect Health client number: R196463335 They told me they bill was taken care of, but now after I received a collections attempt, Redirect Health claimed they denied it a d never even told me. I would have made payments had I known. Now I'm being sued by collections due to Redirect Health' incompetence and negligence. This is a fake "insurance" scam! They are not an insurance company but a group that "tries" to locate "cheap" services for their members. I pay nearly $200 a month for this scam, and they never cover the costs associated with your services. I was sent to collections for a procedure that they claimed was taken care of two years ago but now claim they denied coverage, and they never even told me they denied it. Two years later and I'm getting collection calls and letters for $1440.00. When I contacted Redirect Health, they said "We denied your claim," and that was two years ago and no one even told me they denied it. I contacted them when I first received the statement, and they called and said everything was taken care of, and now two years later, I'm getting collections calls and letters. RedirectHealth is a scam! Don't use them, and if your employees uses them, quit and find a better job with better benefits. I will be contacting an attorney due to this negligence and the emotional and psychological distress this as caused.

  

  Business Response

  Date: 06/26/2025

  Dear BBB,
  Thank you for bringing Mr. ********** concern to our attention. At Redirect Health, we deeply value every member's experience and strive to ensure their healthcare journey is affordable, and as stress-free as possible. We regret any inconvenience that he encountered regarding this billing situation.
  

  Upon reviewing the case, we understand that Mr. ********** medical bill was initially denied, and due to a lack of notification, the balance was later sent to collections. We recognize how frustrating this experience must have been, and it was never our intention for him to be caught off guard by this process.  Since becoming aware, our team members have contacted the collection agency directly and resolved the outstanding balance on his behalf.
  

  We appreciate Mr. ********* taking the time to provide the feedback which will help us improve and avoid similar situations in the future.  Mr. ********** desired resolution was a billing adjustment, so we believe he will be satisfied with the actions taken to close out his balance with the collection agency.
  

  If there is anything else we can do, please dont hesitate to reach out to us.
  

  Sincerely,
  *** ***** | COO
  Redirect Health

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried them with our company for a month and this is a joke! Prescription cost - what a joke! You can do better with an app. Any savings you may have gotten is wiped away with the drug cost. We had employees threatening to quit unless we could switch back. Were with them for 2 weeks when we had to go back for our employee's health concerns with the high cost of drugs. $50 with BCBS and $900 through Redirect Health. Cost us over $4000 for the month and they did not provide 1 single service but will not refund our money since we had to double pay BCBS to go back with them.

  

  Business Response

  Date: 06/24/2025

  Dear BBB,
  Thank you for forwarding the complaint from Mr. ********* We greatly appreciate the opportunity to address his concerns and work toward a resolution. At Redirect Health, we value our members and their experiences, and we are committed to providing responsive, supportive service.
  Redirect Health Administration is a Third-Party Administrator that administers self-funded health plans on behalf of employers. We are not an insurance company. Mr. ******** was enrolled in the EverydayCARE with Hospital Plan, and plans vary in terms of coverage and services depending on the sponsoring employers selections.
  While our members typically enjoy lower out-of-pocket costs compared to traditional insurance models, we recognize that there can occasionally be exceptions. One such exception occurred in Mr. ********* case with a higher-than-expected prescription cost.  We have reviewed the situation and found that available member support resources to assist in minimizing unexpected prescription expenses were not utilized.   In his case, we may not have been able to reduce the price to equate to his previous insurance plan, but we would certainly make every effort to find the best available price.
  To ensure a satisfactory resolution, on May 1 we issued Mr. ******** a full refund of the one months premium for his entire group, as he requested. Upon receiving this complaint, one of our team members called to confirm with *********** that he received the refund.  Since the refund was the resolution he requested, we believe that he considers this matter closed to his satisfaction.
  We deeply regret that Mr. ********* experience did not meet his expectations.We are committed to using this feedback to reinforce communication around available resources and to further improve the support we provide for our members.  We are happy to help if anything further is needed.
  Sincerely,
  *** ***** | COO
  Redirect Health

  Customer Answer

  Date: 06/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was insured by Redirect Health from July 1, 2023 through December 31, 2024. They automatically charged my credit card each month, no premiums during this period were unpaid. My yearly deductible was $2,000 with a max out-of-pocket of $4,000 During this period I had several claims. I went strictly by their many steps to have care approved prior to appointments.Several claims were initially denied, falsely claiming I had a lapse in coverage. After repeated attempts to resolve this with Redirect, they claimed to have input my renewal date incorrectly as 10/1/24, leaving me apparently uninsured from 10/1/23 to 10/1/24, although each payment of $509 per month was collected automatically. Redirect does not furnish any type of Explanation of Benefits. I have requested an accounting repeatedly. I have provided them with with bills received and proof of payments I have made. You never have any idea what amounts have been applied to your deductible, what amounts have been paid to your providers. They do not have the infrastructure to conduct business as a health insurance company. It seems all records are input manually to an excel spreadsheet, which is incorrect and incomplete of the amounts you have paid. No providers I saw had ever heard of this company. It's difficult to believe this is even a real company. You can request an Out-Of-Pocket Summary and receive an incomprehensible spreadsheet that is incomplete of your payments and incorrect. *** ******, Manager of High Claims and Appeals ************************************** ph: **************) has been involved and promised to have my account audited and corrected. Then completely stopped responding to any emails or phone calls. I have received texts showing my responsibility for several claims as $0 and one that my responsibility of the $1,350 I paid was $403.20, date of service 2/23/24. I have received no reimbursement amounts or any further contact from Redirect. I termed coverage on 12/31/2024.

  

  Business Response

  Date: 06/18/2025

  Dear BBB,

  
  Thank you for sending us this complaint, so we may work to resolve it.  The voice of the customer matters.  *********************************************** is the Third-Party Party Administrator, TPA, for the product in question. ****** ****** is covered by an individual cost sharing product that we administer.

  
  Our team has spoken directly with Ms. ******* and we believe all concerns raised in her complaint have been fully addressed to her satisfaction. Below is a summary of the key issues and their resolution:

  
  Lapse in ******************** initially believed there was a lapse in her coverage. However, we addressed her misunderstanding and explained that her eligibility remained continuous and that her plan benefits reset to $0 at the start of the new plan year. She has acknowledged this explanation to her satisfaction.

  
  Clear accounting of claims Upon reviewing Ms. ******* account for the plan year with her, we identified an overapplication of her shareable and co-sharable responsibilities. We have reached mutual agreement on the necessary corrections, and we were able to get her reimbursed to satisfaction.

  
  We appreciate the opportunity to resolve Ms. ******* concerns and ensure clarity regarding her plan benefits. Please let us know if any further information is needed.  We would be happy to help if anything else is needed.

  
  Thank you, 
  *** ***** | COO
  Redirect Health

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Redirect health has been dragging their feet and pointing fingers and delaying a much needed critical surgery to fully recover from a hemorrhagic stroke. In late April ********************************************************************************************* emergency brain surgery. For the last 2 months we have been pleading with redirect health to agree to terms with the hospital for them to complete the surgery and replace the skull bone on my brothers head which is so critical to his full recovery. Redirect health has adamantly denied and withheld payment for care. I believe this is a serious issue and we are looking to pursue this matter in litigation due to a delay treatment. It has been relayed to us by countless medical professionals who have been treating my brother that the longer they wait to replace toy brother's skull bone, the higher the risk of him not making a full recovery. We have gone through countless emails, phone calls, meetings with reps at redirect and the hospital and yet no action has been taken. We've had 2 surgery appointments cancelled on us last minute due to no payment from redirect. We are at our wits end and feel like they are playing a game with us all because they do not want to pay. This company is a sham and a bunch of scammers. If your employer offers this as medical coverage please stay far far away because god forbid if you have an emergency they won't give 2 s**** about you or your family. You're better off purchasing your own plan from a legitimate health insurance company on a healthcare market place or work with your HR to end their service agreement with them. They will do everything in their power to make your life h*** as they do not care for the folks who purchase their service, they only care about their bottom line. Also- don't believe their other reviews on ******* those are obviously all lies and likely posted by their own employees so that they stay in business.

  

  Business Response

  Date: 07/08/2024

  Please see the attached response from Redirect Health. 

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has contracted with Redirect Health to provide an alternative to health insurance to pay medical and prescription claims. The company has routinely denied claims they claim to cover and leaves employees stuck with medical bills that are unaffordable and affecting credit ratings. This company has routinely demonstrated a disregard for the benefits of employees of our company. Acting as a fiduciary, this third party administrator is holding and keeping hundreds of thousands of dollars of employee's monthly premiums by refusing to pay claims. This type of company is not regulated and has free reign to do what they will with the money sent to them, which is to keep as much of our employee's money as possible by refusing payments to medical providers.

  

  Business Response

  Date: 08/27/2024

  Redirect Health is a Third-Party Administrator for the patient's employer's self-insured ERISA plan. The employer, Suncoast Restoration, is the fiduciary of the patient's plan. The employer's Plan Document has limitations and exclusions and will always assist Providers obtain alternative funding if outside of the patient's plan benefits when patients qualify. For medically necessary and covered services, so long as Redirect Health is coordinating care and pre-authorization is obtained, the patient's plan can pay up to 140% of ********* If there are any extra charges above 140%of ********* or for noncovered benefits, these are the responsibility of the patient - not the employer, the stop-loss carrier, or the Third-Party Administrator.
  
  Thank you,
  *****************, COO

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have followed Redirect's instructions to get my provider visits preauthorized and despite having preauthorization. Redirect has not paid the bills in question dating back to october of 2023. I spoke with the provider and they do not have record of Redirect reaching out to them to negotiate payment. I have submitted the bills from the two providers in question over 6 times and have text message confirmation that they have received the bill. Our firm continues to pay our monthly premiums on time every month and redirect is not paying the provider. The business model encourages Redirect to retain as much of your money as possible because at the end of the enrollment period they keep what's left. Redirect is not acting in a fiduciary manner at all. At this point unless i want to pay out of pocket i am being denied service from my physical therapy provider. I have been sent final notice bills from both providers, i'm concerned this will effect my credit. I would like redirect to pay the two bills in question, in full and provide me with proof of payment.

  

  Business Response

  Date: 08/27/2024

  Redirect Health is a Third-Party Administrator for the patient's employer's self-insured ERISA plan. The employer, Suncoast Restoration, is the fiduciary of the patient's plan. The employer's Plan Document has limitations and exclusions and will always assist Providers obtain alternative funding if outside of the patient's plan benefits when patients qualify. For medically necessary and covered services, so long as Redirect Health is coordinating care and pre-authorization is obtained, the patient's plan can pay up to 140% of ********* If there are any extra charges above 140%of ********* or for noncovered benefits, these are the responsibility of the patient - not the employer, the stop-loss carrier, or the Third-Party Administrator.
  
  Redirect Health team members have contacted and assisted ******************* with his physical therapy claims concerns with *****************. The patient's providers have been reimbursed appropriately in accordance with the patient's plan document his employer has in place. From past member communication and member ****************, Redirect Health was only made aware of physical therapy services from Wellstar Norcross and Sports Medicine of Gwinnett and imaging services from Northside Radiology. There are no Provider claims or member bills received for the amount of the patients concern.
  
  Thank you,
  *****************, COO

  Customer Answer

  Date: 09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not paying insurance claims

  

  Business Response

  Date: 11/02/2023

  Redirect Health acts as a Program Manager for ******************** companies self funded insurance plan.  As the Third Party Administrator we are actively in negotiation with the facility **************** was seen at to come to an agreement on the bills in question that are a plan benefit on ******************** plan.  ******************** company has an allowable amount that the plan can pay and the facility did not want to accept this payment which put **************** at risk for additional charges.   Redirect Health is negotiating a fair payment with the facility so that ******************** risk of additional charges by the Hospital is mitigated.  Redirect Health has a meeting scheduled with Facility and the health insurance advisor for ******************** plan to hopefully come to a resolution. 

  ******************** health insurance advisor has been notified of all work that Redirect Health is doing to resolve this issue on behalf of ***************** 

• Initial Complaint

  Date:10/23/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023 Redirect Health issued a preauthorization form stating that they would cover "evaluation and treatment" for an appointment for a *** injection, and that the member responsibility was a "$50 co-pay". Redirect Health knew in advance that the appointment was for the purpose of the *** injection, and that no other treatment was planned during the appointment. Prior to the appointment I was given no other communication or information other than the preauthorization form.After the appointment, which I had to pay $1200 out-of-pocket for, I was informed by Redirect Health that they would cover no part of the appointment. I asked for a review of this decision, and Redirect Health performed a full review and informed me again that they would not cover any portion of the $1200.I understand that *** injections are often not covered by insurance. However, Redirect Health severely misled me by issuing a preauthorization form which they did not honor.

  

  Business Response

  Date: 10/25/2023

  Redirect Health acts as a Program Manager for individual and groups health plans.   We will contact member to ensure that proper communication was documented and that members plan paid all allowable benefits. 

  Customer Answer

  Date: 11/01/2023

  We are rejecting Redirect Health's response in their response on 10/25/2023 they stated that they would contact the member to ensure proper communication, documentation, and benefit payment. Since that response, they have not communicated or reached out in any way. They have not addressed the primary complaint: that they issued a preauthorization for treatment and failed to honor their authorization. We are requesting that they acknowledge and honor the preauthorization, including financial reimbursement for the appointment that was preauthorized.

  

  Business Response

  Date: 03/28/2024

  In response to this individual's complaint, the claim and medical need in question was not a plan benefit for the member in accordance with the plan documents provided during enrollment.
  
  This information was communicated to the member prior to the service date and is reflected on the Referral Reference Form that was sent to the member during coordination. The amount paid by the member was considered an out-of-pocket expense that is not eligible for reimbursement through their plan managed by Redirect Health.

  Customer Answer

  Date: 04/01/2024

  The most recent response by Redirect Health is not accurate. As stated previously, the only communication that I received from Redirect Health prior to the date of service was a preauthorization form. The preauthorization form seems to indicate that treatment would be covered and I would only be required to pay a $50 co-pay. The preauthorization form was attached previously with the original complaint.
  
  
  Besides this preauthorization form, there was no other communication with me prior to the date of service. I was never told prior to the date of service that it was not covered under my plan benefits. And the preauthorization form led me to believe that the service was covered.

  

  Business Response

  Date: 04/10/2024

  Hello,

   

  Redirect Health coordinated this further with the member involved and have resolved this issue. The member was rightfully owed a reimbursement based on the coordination of this claim and was therefore reimbursed. Redirect Health is an agreement with the member that this was what was needed to resolve this complaint and issue. There will be no further action needed beyond this step.

   

  Thank you,

  *****************************

  Customer Answer

  Date: 04/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution fully satisfactory to me. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Redirect Health Company is not providing an EOB on what theyve paid to the members on policy . We have no idea what we owe etc . We have health facilities calling ** and threatening collections because they have paid zero on services . Example a **** hospital bill. We have a **** dollar deductible . So 80% of that remaining balance should have been paid. They continually say the facility hasent presented them with an explanation when the facility absolutely has. Now **** going to collections because no response from them . Ive never had any insurance like this!!! The hospitals are changing my chart to private pay because nothing is being verified . Please help me with this

  

  Business Response

  Date: 10/25/2023

  Redirect Health members have access to a Member APP that allows all members to request and Out of Pocket Summary.  The Out of Pocket Summary is sent, usually within 72 hrs but could take up to 5 business days depending on volume. 

  Redirect Health serves as a Program Manager for companies self funded health plans.  Plans have an allowable amount that can be paid, per the groups summary plan document.  Redirect Health will always ensure that the allowable amount is paid and that Redirect Health is available to help where a provider or a facility bills incorrectly or is charging member extra charges.  Redirect Health encourages members to submit these requests through the Extra Help button on their member app. 

   

  Member will be reached out to and we will make sure all questions are answered.