Frequently Asked Questions

Q. Where do I find my member ID number?
A. The member ID number is located in the upper right-hand corner of your member ID card. All member numbers contain the prefix HPL.

Q. How can I get a new member ID card?
A. For our GROUP MEMBERS: You can request a new member ID card through the member portal. To access the portal, select GROUP MEMBER in the top right corner of this site, then click LOGIN. Once you have logged in, click on request ID card. You can also call customer service at (513) 554-1100 or toll-free at (800) 367-9466 to request an ID card. Customer service is available Monday through Friday from 8:00 am until 4:30 pm EST.

For our INDIVIDUAL MEMBERS: select INDIVIDUAL MEMBER in the top right corner of this site then click LOGIN. Once you have logged in, click on ID Cards in the top navigation bar. From there, you will be able to print your ID card.

Q. How can I find out if a dentist is in-network?
A. GROUP MEMBERS: click on Find a Dentist here. INDIVIDUAL MEMBERS: click on Find a Dentist here. Then select your product and network combination (found on your member ID card), select your search criteria and then click SEARCH.

Q. How do I access benefit information?
A. Benefit information can be accessed via the member portal. To access the portal, select GROUP MEMBER or INDIVIDUAL MEMBER in the top right corner of this site, then click LOGIN. Once logged in, your benefits are displayed on the home page.

Q. How can I check the status of a claim?
A. Your claim status can be checked via the member portal. To access the portal, select GROUP MEMBER or INDIVIDUAL MEMBER in the top right corner of this site, then click LOGIN. Once logged in, you can view claims for you as well as any dependents.

Q. How do I change my address?
A. To change your address online, click on GROUP MEMBER or INDIVIDUAL MEMBER in the top right corner of the site, click LOGIN then click on CHANGE ADDRESS. Or call our billing and enrollment department at (513) 554-1100 or toll-free at (800) 367-9466 to change your address.