The Nava Benefits App

Frequently Asked Questions
(FAQs)

Q: What is member support?

A: Nava has a dedicated team of benefits advocates, available to you via the app, to address questions related to your enrollments including medical, dental, vision and voluntary lines of coverage.

Q: How do I access member Support?

A: You can access our Benefits Advocates through our Nava Benefits App by selecting the Messages tab from the menu on the bottom of your screen. You can create new messages to send to our benefits advocates & track existing inquiries within this section of the app. You also have the ability to search articles related to common benefits questions or view your current elections and member ID numbers. If you are not using the app you also have the ability to email our support team at membersupport@navabenefits.com.

Q: When can I expect a response from Nava Member Support?

A: Our team is available from 9:00AM to 5:00PM to answer questions. Our turnaround time is one business day for first response to your inquiry.

Q: Can you help me find a doctor?

A: Yes, we can help you find an in-network provider near your home

Q: Can you help me with a claims issue?

A: Although we can’t directly handle a claims dispute with your provider on your behalf, we can help identify if the claim/bill is consistent with the insurance plan you are enrolled in. We can also help provide clarity on a claims document and, if necessary, provide guidance on how (and where to go) to get your claim reprocessed.

Q: Can you help me with an enrollment issue?

A: Are you trying to make an appointment but your provider is saying they can’t locate you in the carrier system? Our team can help. Our member support team will contact the carrier on your behalf to figure out the root cause of the issue and figure out a solution to get you access to care.

Q: Can you help me with telemedicine?

A: Our team will research your plan to figure out if telemedicine consultations are included and, if offered, provide you with the correct contact information for you to get those visits set up for yourself.

Q: Can you help me with a bill?

A: Although we cannot help you dispute a bill directly with your provider, we can help you with figuring out how much your insurance has paid on an existing medical bill. We’d ask that you include a photo attachment with you inquiry in the app.

Q: Can you help me choose a plan?

A: We can help you understand all of your plan options so you feel confident in selecting a plan that’s best for you, but we aren’t able to tell you which plan you should pick. Our team can help explain the differences in each of the plans offered to you so you can make an informed decision.

Employee benefits, made simple

A better way to understand, find, and use
your benefits

Start using the Nava Benefits App

Frequently Asked Questions
(FAQs)

Employee benefits, made simple

A better way to understand, find, and use your benefits

Start using the Nava Benefits App

Frequently Asked Questions (FAQs)

Q: What is member support?

Q: How do I access member Support?

Q: When can I expect a response from Nava Member Support?

Q: Can you help me find a doctor?

Q: Can you help me with a claims issue?

Q: Can you help me with an enrollment issue?

Q: Can you help me with telemedicine?

Q: Can you help me with a bill?

Q: Can you help me choose a plan?

A better way to understand, find, and use
your benefits

Frequently Asked Questions
(FAQs)