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Get help with your account with QuickChat

QuickChat is an interactive tool on the member website offering you a quick, easy and secure way to get help with your account 24/7. Not only can you get answers to your questions, but our virtual assistant will also help you with actions you may need to take.

Start a session

Log in to the member website and look for the QuickChat tile in the lower right of your screen.

Screenshot of QuickChat web banner showing a clock icon on the left with the title QuickChat and text on the right that reads Need help? Ready when you are. Below that is a red button that reads Chat now.

How does it work? Click the “Chat now” button to get started

You have two ways to ask your question:

Click “See what you can ask me” and select a topic.
Type your question into the chat and click send.

QuickChat can help you with questions such as:

How do I report my debit card lost or stolen?
Where can I get my tax forms?
What is the status of my claim?
How do I upload a receipt?

Screenshot of a QuickChat window with text reading Hi Christina, I am QuickChat, your virtual assistant. Type in your question or click the button below to select from a list of questions I can help with. To protect your privacy, please do not provide any sensitive information. A button below reads See what you can ask me and an input area at the bottom of the window shows Type your message.

Here are some examples of how QuickChat can help you

Report a debit card as lost

step 1

Type “I lost my debit card” into the message box. QuickChat directs you to where to go to take action.

QuickChat window with text reading Hi Christina, I am QuickChat, your virtual assistant. Type in your question or click the button below to select from a list of questions I can help with. To protect your privacy, please do not provide any sensitive information. A button below reads See what you can ask me. The user has input I lost my debit card” and Quick Chat has responded To mark your card x1234 for Christina as lost or stolen, please click here. An input area at the bottom of the window shows Type your message.

step 2

After clicking the link provided, you will be brought to the “Report Card Lost/Stolen” page to complete your task.

Screenshot of the Report Card Lost or Stolen page. The red bar along the top shows the options Home, Accounts, Tools & Support, and Message Center. The masthead reads Cards or Report Card Lost or Stolen. In the body of the page, the Card Information section shows that the Selected Card is Christina Martin X1234 and the Current Status is Active. The Update Card Status section shows that the New Status is Lost/Stolen and Your Mailing Address is Christina Martin, 1234 Main, Fargo, ND 58103, United States. Footnotes below that read as follows A new card with a new card number will automatically be issued and mailed to the primary cardholder’s address to replace the lost/stolen card within 5-7 business days. The cardholder must have a United States mailing address to receive a new card. If a card is requested and the cardholder has an international mailing address, a card will not be generated. If you suspect fraudulent activity on your account a Transaction Dispute form must be filled out, mailed and/or faxed to Cardholder Services. Transactions Dispute forms must be received within 90 calendar days from original transactions settlement date. This form can be found on the portal under Tools & Support. At the bottom of the window are Cancel and Submit buttons.

Get help with a claim

step 1

Click “What is the status of my claim?” from the menu of help items and QuickChat shows you a list of recently filed claims. Click on the claim you want to check.

QuickChat window showing the question What is the status of my claim?. The answer below reads Here’s the list of your recently filed claims. Choose one you're interested in. Select Search claim if you don’t see your claim in the list, and I’ll try to locate your claim. Click here to view all of your claims. Below that are buttons showing the following options for a response:1 1/1/2021, $10.00, Corner Pharmacy 2 3/1/2021, $45.00, Dr. Smith 3 12/2/2020 – 12/31/2020, $0.21, Corner Pharmacy 4 11/20/2020 – 12/26/2020, $131.19, North Hospital 5 7/24/2020, $25.00, Dr. Jones Search claim An input area at the bottom of the window shows Type your message.

step 2

QuickChat provides information about the status of the claim and options for next steps.

QuickChat window showing that the third option, 3 12/2/2020 – 12/31/2020, $0.21, Corner Pharmacy was chosen. The response below reads I see one claim matching this description. Your claim from 12/1/2020 – 12/31/2020 in the amount of $0.21 at Corner Pharmacy has been partially or entirely denied. Your claim cannot be approved for processing because the necessary documentation requested in our previous notifications was not received. If you would like additional information about your claim, you can go to the message center and find the denial letter: Message Center. A receipt is needed for approval and can be uploaded here. An input area at the bottom of the window shows Type your message.

step 3

In this case, QuickChat sees that a receipt is needed and directs you to where you can upload a receipt.

Upload Receipts popup window. The text reads Upload options: Browse for a file on your computer. Select an image from your receipt organizer. Receipts must be in a JPG, JPEG, GIF, PNG or PDF format and cannot exceed 8 MB. The maximum number of uploaded receipts is 4. At the bottom of the window are Cancel and Submit buttons.

Add a dependent to your account

step 1

Type “How do I add my child to my account” into the message box.

QuickChat window with text reading Hi Christina, I am QuickChat, your virtual assistant. Type in your question or click the button below to select from a list of questions I can help with. To protect your privacy, please do not provide any sensitive information. A button below reads See what you can ask me. The user has input How do I add my child to my account. An input area at the bottom of the window shows Type your message.

step 2

QuickChat provides a link directing you where to go.

QuickChat window with text reading Click here to view, add, update Dependent information. An input area at the bottom of the window shows Type your message.

step 3

QuickChat takes you directly to the profile screen where you can add your dependent to your account.

Update beneficiary information

step 1

Type “How do I update my beneficiary” into the message box.

QuickChat window with text reading Hi Christina, I am QuickChat, your virtual assistant. Type in your question or click the button below to select from a list of questions I can help with. To protect your privacy, please do not provide any sensitive information. A button below reads See what you can ask me. The user has input How do I update my beneficiary information. An input area at the bottom of the window shows Type your message.

step 2

Click the link shown to view, update, or remove beneficiary information.

QuickChat window with text reading Click here to view, add, update Beneficiary information. If you can’t update your Beneficiaries, contact your employer or benefit sponsor. An input area at the bottom of the window shows Type your message.

To see what else QuickChat can do, just ask your question and follow the prompts in the chat window. It’s that easy.

If you need additional help, you have the option to connect online to a live agent Monday - Friday, 8 a.m. - 7 p.m. Eastern.

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