Our Value

What We Offer

We are in your corner, simplifying the benefits experience so you get the care you need, when you need it.

We know that the most important part of anyone’s business is their people, and that’s why we put members first. Our team is available to help you navigate your company’s benefits landscape, from explanation of benefits to questions on bills and claims. You’ve got a partner to help you every step of the way.

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Meaningful Support

Health insurance can be complex, which is why our customer service team is available to support the healthcare journey—from understanding benefits to finding providers or managing medical claims.

Access to Skilled Clinicians

Quality isn’t sacrificed to reduce cost—our nurse care managers, our provider networks and our affiliated clinical partners are industry leading.

Great Member Experience

From advocating for members to get the care they need, to supporting them through the claims process, our member experience team is there every step of the way.

Problem Resolution

Our dedicated support team is available to address any issues that arise for our members—so they can focus on their care and treatment.

Mobile Tools

Employees and their covered family members can access their benefit information from a desktop, tablet, and mobile device—whenever they choose.

And More

From world-class customer care for members and employers to sales support for brokers, we pride ourselves in making each interaction a meaningful and positive experience.

Access Your Plan

Online Portal

All of your benefits information is accessible online via our portal 24/7. We also provide phone consultations to help you understand coverage and healthcare options, and billing and obligations after visiting a provider. Our team advocates for you and will support you as you get the care you need.

Health Plan Access

Flex/HRA Plan Access

Provider Network

Looking for information about your provider network? Refer to your ID or navigate to your employee portal to learn more.


Common Member Questions

How can I contact Med-Pay?


1650 E Battlefield Rd #300
Springfield, MO 65804


PO Box 10909

Springfield, MO 65808

Contact Customer Service:

Main Line: 417-886-6886

Toll Free: 800-777-9087

Fax: 417-890-0741

UR Fax: 417-886-7679

Customer Service Hours:

Mon. - Thurs. 8:30 am – 4:30 pm CT

Fri. 8:30 am - 4:00 pm CT

When faxing information, please retain a copy of the confirmation record which displays the date, time, and phone number from where you faxed the information. Our customer service team will need this information if you call later to confirm receipt.

How can I get a copy of my Plan Document?

The Plan Document is available through your employer's human resources department.

Who can be covered under my policy and how do I add someone to my plan?

Eligible dependents are defined by your group health plan. Details can be found in your plan document. You may also contact your human resources department for eligibility information and requirements for enrolling dependents.

You can add a dependent to your policy during the annual enrollment period or within a certain number of days of a qualifying life event, as outlined in your plan document.

If you have a new dependent as a result of marriage, birth, adoption, or placement for adoption, you may be able to enroll the dependent for coverage provided the request for enrollment is received within the number of days specified in your plan document. To submit a change to your enrollment contact your human resources department.

What if I, or my dependents, have other coverage?

Most health and dental plans contain a coordination of benefits provision. This means that if one person is covered by two or more benefit plans, the plans contain provisions that will determine the order that the plans pay, i.e. which plan pays first or primary and which plan pays second and third, etc.

Med-Pay periodically requests updated information regarding other coverage you and your family members have. However, if at any time, you or a family member becomes covered under another policy, you should notify Med-Pay as soon as possible.

Examples of other coverage are:

  • Medicare, either due to age or disability
  • Group coverage through the employment of another family member
  • Association group coverage through an organization you or a family member belong to
  • Student health insurance covering dependent children
  • Coverage mandated by a divorce decree, requiring a divorced spouse to carry coverage on certain dependent children

Additional coverage information should be submitted during the enrollment period. If other health insurance is obtained outside the enrollment period, please mail or fax to our Customer Service department and include:

  • The name, address, phone number, and policy number of the other insurance company or plan
  • In the case of group or employer coverage, the name of the group or employer
  • The name and birthdate of the person who is listed on the coverage as the primary member or policyholder
  • The effective date of the coverage
  • The type of coverage, such as medical or dental
  • The names of the family members covered under the plan
  • A copy of the ID card, if available

See the Contact Us section for mail and fax information.

How do I change my address?

If you are a current employee, address changes must be submitted through your human resources department. If you are a COBRA or retiree participant, please contact our Customer Service department.