Who to call for your benefits question

For Northstar office and frontline employees at every location

Call the carrier for questions about a specific claim, an ID card, a provider search or a pharmacy. Contact the Northstar Benefits Team for questions about whether you are eligible, when you can enroll or change coverage, and what comes out of your paycheck.

Before you call, check the current plan documents in the Benefits & Enrollment Hub. Plans and contacts can differ by employee group and location, so use the row that matches your plan.

Every carrier, plan name, phone number and group number on this page is a fictional example for Northstar. The Benefits Team owns this page and updates it when a carrier, plan or phone number changes. If a number here does not work for you, tell the Benefits Team so it can be corrected.

Carrier and plan directory

Example data. Phone lines are shown with sample hours; confirm hours on your ID card or the carrier's member site.

Coverage Carrier (example) Plan name (example) Who it covers (example) Member services Group / plan number
Medical Harborview Health Northstar PPO 500 Full-time office and frontline employees at all locations 1-800-555-0142 (Mon-Fri, 8am-8pm ET) Group NS-48210
Medical (high-deductible) Harborview Health Northstar HSA Saver Full-time employees who elect the HSA option 1-800-555-0143 (Mon-Fri, 8am-8pm ET) Group NS-48215
Dental Brightsmile Dental Plans Northstar Dental Plus Employees enrolled in medical or dental only 1-800-555-0177 (Mon-Sat, 7am-7pm CT) Group 774-0092
Vision ClearSight Vision Care Northstar Vision Basic Employees enrolled in vision 1-800-555-0161 (Daily, 8am-11pm ET) Group VC-30517
Prescription RxBridge Pharmacy Benefits Northstar Rx Standard Employees enrolled in either medical plan 1-800-555-0129 (24 hours, every day) Rx group NSRX01
Employee assistance program Evergreen Support Services Northstar EAP All employees and household members 1-800-555-0108 (24 hours, every day) Company code: northstar

Which contact fits your situation

Example routing for Northstar. Replace with your own contacts and turnaround times.

A claim is pending, denied or looks wrong

Call the carrier listed for that coverage. The Benefits Team cannot see or change claim decisions, but it can help if you are not getting an answer.

  • Medical, dental and vision claims go to the carrier's member services line.
  • Ask for a reference number for the call and write it down.
  • If a denial is unresolved after 15 business days, send the Benefits Team the claim number and date of service.

You need an in-network doctor, dentist or pharmacy

Use the carrier's provider search on the member site or call member services. Confirm the provider is in network for your specific plan name before you book.

  • Say the plan name from the table, such as Northstar PPO 500.
  • Ask whether the provider is in network at the exact address you plan to visit.

You need an ID card or your member ID

Request a replacement through the carrier's member site or by phone. Digital cards from the carrier's app are usually accepted at appointments.

  • New hires: cards typically arrive 10 to 14 days after enrollment is processed.
  • If your card has not arrived by then, call the carrier first, then the Benefits Team.

You are not sure you are eligible, or need to change coverage

Contact the Northstar Benefits Team. Eligibility, enrollment windows, life events such as a new baby or marriage, and payroll deductions are decided by Northstar, not by the carrier.

  • Frontline employees with variable hours should ask the Benefits Team how hours affect eligibility.
  • Report a life event within 30 days (example period; confirm in your current plan documents).

Have these ready before you call

A few details usually shorten the call and avoid a second one.

  1. 1

    Find your plan name and member ID

    Both are on your ID card or in the carrier's member site. Match your plan name to the table above so you call the right number.

  2. 2

    Note the group or plan number

    Use the group number from the table when a carrier asks for one. Your member ID is different and is personal to you.

  3. 3

    Gather claim details

    For a claim question, have the date of service, the provider's name and the amount billed, plus the claim number if you have one.

  4. 4

    Write a one-sentence summary of the issue

    For example: "My 3/12 dental cleaning was billed as out of network, but my dentist is listed as in network."

  5. 5

    Keep personal details off public channels

    Do not post member IDs, diagnoses or claim details in group chats, team feeds or comments. Share them only with the carrier or the Benefits Team directly.

Before you call, check the Benefits & Total Rewards site

Current plan documents and enrollment information are kept there.

Check your plan documents on the Benefits & Total Rewards site

Match your plan to a row in the directory above

Call the carrier or the Benefits Team

Still unsure who to call? Ask the Northstar Benefits Team and they will point you to the right contact.