CLIENT • EMPLOYEE • AGENT SUPPORT
The Right Help. A Clear Next Step.
Benefits questions, coverage concerns, or tools you need to do your job: start here. Find practical support for clients and employers, employees and members, and our agent teams.
For a medical emergency, call 911 or seek emergency care. This website and general email are not emergency channels. For time-sensitive benefit access, use the support number or service instructions in your plan materials.
Find the Right Team
Choose Your Support Pathway.
Choose a topic to jump to practical guidance. When you are ready to contact us, select the matching support category on our contact form.
Existing Client
Questions about coverage, service, or your next step.
Employer Support
Benefits, enrollment, workforce, or business questions.
Employee Support
Help navigating enrollment, questions, or benefit resources.
Individual Coverage Support
Guidance for people and families exploring coverage.
Enrollment Support
Questions about enrollment, communication, or next steps.
Billing Questions
Help finding the right path for billing-related questions.
Agent Support
Resources and next steps for agency professionals.
General Questions
Not sure where to start? We’ll help guide the conversation.
FOR CLIENTS, BUSINESS OWNERS & HR
Client & Employer Support
Keep coverage and benefits administration moving. Whether you manage a group plan, business coverage, or your own policy, start with the question you need answered.
Coverage & Policy Questions
Need help locating policy documents, understanding a benefit, or identifying the right carrier contact? Have your carrier or administrator name and the type of coverage ready for a secure conversation. Coverage is determined by the policy and the responsible carrier or administrator.
Enrollment & Workforce Changes
For new hires, dependent changes, terminations, or enrollment corrections, identify the change and any approaching deadline. Contact your established benefits team promptly. Sending a website inquiry does not complete enrollment, change a policy, or extend a deadline.
Billing, Renewals & Follow-Up
For premium invoices or renewal questions, note the billing period, renewal date, and a brief description of the issue. For an unresolved request, include the date of your prior contact and any non-sensitive reference number. Ask who owns the next action and how to follow up.
FROM BENEFITS TO CARE
Employee & Member Support
You should not have to figure out healthcare alone. Use the support instructions in your benefits materials or member ID card. If you are unsure where to begin, Shield can help you identify the appropriate next step.
Find Care & Use Your Benefits
For provider searches, appointment assistance, or telehealth access, start with the exact plan and its current access instructions. Where Care Concierge is included, use the contact provided in your program materials for navigation help. Verify provider participation and coverage before relying on a directory listing.
Pharmacy & Prescription Questions
For a rejected prescription or pharmacy-access issue, contact the pharmacy-benefit number on your card or your plan’s member services. Have the rejection message ready for that secure conversation. Ask your prescribing clinician about treatment questions; do not stop or change medication based on a benefits inquiry.
Claims, Bills & Missing Access
A provider bill and an explanation of benefits are different documents. Ask the carrier about claim status or coverage and the provider about its charges. For a missing ID card or login trouble, use official member services or the platform’s password-reset process. Shield can help identify where to direct the question.
FOR OUR AGENT & REMOTE TEAMS
Agent Support & Development
The right support helps you serve clients well and keep developing. New to insurance or experienced in the field, start with the topic that is holding you up.
Training, Licensing & Mentorship
Ask for help with Insurance Agent 101, product education, licensing next steps, or mentorship. Tell us your experience level, state, and the topic you want to learn. Shield provides free training and mentorship and pays for licensing for new agents; state requirements still apply.
CRM, Leads & Technology
For access or workflow questions, identify the tool, the task you were attempting, and the error message. Use approved password-reset options first. Never share passwords, verification codes, or client records through the general inquiry form. Ask how to provide a redacted screenshot securely if one is needed.
Case Guidance & Client Service
For product, enrollment, or follow-up questions, describe the issue without including private client information. Use your established team contact when available. Confirm current product materials and appropriate escalation contacts rather than guessing about eligibility, coverage, or claims outcomes.
BEFORE YOU CONTACT US
A Clearer Path to Help
A short, clear request helps the team understand what you need without collecting unnecessary sensitive information.
1 / Tell Us Who You Are
Choose client, employer, employee, or agent support on the contact form. Provide your name, a way to reach you, and a brief description of the issue. Mention any time-sensitive deadline without assuming the form will receive an immediate response.
2 / Keep Private Details Private
Do not include Social Security numbers, full member or policy numbers, medical records, diagnoses, payment details, passwords, or verification codes in general email or website forms. Ask for an appropriate secure method if documents or identifying details are needed.
3 / Confirm the Next Step
The next step may involve Shield, your employer, a carrier, a plan administrator, a provider, or a pharmacy. Keep track of the contact, date, and instructions. A support request is not a claim submission or appeal; follow the formal process and deadlines in your plan documents.
Still Not Sure Where to Start?
Use our contact form or email hello@shieldhealth360.com with a brief, non-sensitive summary. Tell us whether you need client, employee, or agent support. Do not send medical records, full member numbers, or passwords.