If the consumer has lost access to both the phone number and the email address listed on the Marketplace application, agents can text the consumer a Change contact info link.
This allows the consumer to complete identity verification using ID.me, which updates the phone number on the application to match the phone number on the ID.me account. Once updated, HealthSherpa will automatically send an agent authorization request to the consumer via text message.
When using a Change contact info link, consumers will follow the steps below.
Step 1: Receive the Change contact info link
Step 1: Receive the Change contact info link
HealthSherpa will text the consumer a link to verify their identity using ID.me. Ask the consumer to open the text from their own device, then select the Change contact info link.
Texts will come from (628) 228-6019.
Step 2: Complete identity verification using ID.me
Step 2: Complete identity verification using ID.me
Consumers will be prompted to verify their identity using ID.me.
Step 3: Phone number is updated on the application
Step 3: Phone number is updated on the application
Once verification is complete, the phone number associated with the consumer's application will be updated to match the phone number on their ID.me account.
Step 4: HealthSherpa automatically sends an agent authorization request
Step 4: HealthSherpa automatically sends an agent authorization request
HealthSherpa automatically sends an agent authorization request to the consumer's updated phone number via text message.
Step 5: Complete the authorization request
Step 5: Complete the authorization request
Ask the consumer to open the authorization request from their own device. Review the consumer experience when completing an agent authorization request to learn more.
Frequently asked questions
What if the consumer no longer has access to the phone number on the ID.me account?
The consumer will need to contact ID.me support to update the phone number on their ID.me account.
Does the consumer need to verify their identity twice?
No. Once the consumer selects the Change contact info link and verifies their identity using ID.me, the consumer will not be prompted to verify again when completing the agent authorization request that follows.
Are identity verification and authorization separate steps?
While these are separate steps, HealthSherpa allows consumers to complete these using one workflow.
Additional resources
For help using HealthSherpa or for other assistance, contact Agent Support. Agent Support is available by phone at (888) 684-1373, by email at Support@HealthSherpa.com, or by chat directly from the HealthSherpa account.