FREQUENTLY ASKED QUESTIONS

Do I have access to all six services?
Yes. My Family Life Services is a package of services. Members receive access to all six exceptional services for one low monthly price.

Are there any additional fees other than my monthly subscription?
No. There are no additional fees to use any of the six services offered in the MFLS package. (Note: Many of the offerings provided by the legal service are FREE of charge. There are however some offerings that are only discounted. Should a member choose to use one of the discounted offerings, he/she will incur an additional charge from the legal service or law firm, but not from MFLS.)

How often can I use the services?
All six packaged services are available for use at all times.

Must I use all my services?
No. Though it is highly recommended that members utilize the full spectrum of the services available in order to receive the full benefit. Each service is administered independently. Should a member choose not to use one or more of the provided services, it does not prevent that member from using the remaining services. Members are not required to participate in a minimum number of services in order to benefit from the package.

How do I activate my services?
Once a member has subscribed to MFLS, he/she will receive membership information via email and postal mail. This information will walk the new member through a step-by-step process to begin using the services. Some services will require additional registration information prior to the member using the service. (Example: The telehealth service will require the member to complete medical history forms in advance of being connected to a Physician.)

How soon do I have access to my services?
Since each of the services provided in the MFLS package is independently administered, it may take 24 to 72 hours to have complete access to all the services. Members will have access to a member portal that will allow them to use and manage their package of services. Members will also receive a member card in the mail within 10 businesses days of paid registration.

Can anyone else use my services?
Yes. The MFLS package is intended to provide services not only for individuals, but for their immediate family. This includes a member, the member’s spouse and his/her children (through college age).

How do I cancel my subscription?
Cancelling a member’s subscription to MFLS is quick and easy. Members can cancel their subscription through the member portal membership administration, email MFLS directly at cancel@myfamilylifeservices.com, or call us at 1-888-403-8960.

If I cancel my subscription, will I get a refund?
Should a member decide to cancel their subscription within 30-days of his or her initial registration the member will receive a full refund of their first month’s subscription fee. If a member should decide to cancel his or her subscription after the first 30-days, that member will be able to utilize all the services in the package until the end of the current subscription month. At the conclusion of that subscription month the member will not be charged any additional subscription fees and access to all services will cease.

FAQ

Do I talk to “real doctors”?
Yes. Teladoc members only talk to actual doctors who are U.S. board-certified internists, state-licensed family practitioners, and pediatricians licensed to practice medicine in the U.S. and living in the U.S. When you request a visit, Teladoc will connect you with a doctor licensed in your state.

What are some of the common conditions Teladoc treats?
Common conditions include sinus problems, respiratory infection, allergies, urinary tract infection, cold and flu symptoms and many other non-emergency illnesses.

Can Teladoc handle my emergency situations?
Teladoc is designed to handle non-emergent medical problems. You should NOT use it if you are experiencing a medical emergency.

Can I speak with a specialist?
You cannot request to speak with a specialist directly, but our doctors may be able to provide guidance on the type of specialist you should see.

Can I request a particular doctor?
You cannot request a particular doctor. Teladoc is designed to support your relationship with your existing doctor. It is not a means of establishing an exclusive relationship with one of our doctors. Please know that all Teladoc doctors are highly qualified and go through rigorous training and credentialing. We have the largest physician network of any telehealth provider with board-certified, state-licensed doctors.

Can I get a prescription?
Teladoc does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. Teladoc doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain other drugs which may be harmful because of their potential for abuse. These include, but are not limited to, antidepressant drugs such as Cymbalta, Prozac and Zoloft which are drugs that are harmful due to their potential for abuse. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by Teladoc doctors.

View the current list of DEA controlled substances »

Where do the prescription drugs come from?
Teladoc does not dispense prescription drugs. Our nurses call the prescription into the local pharmacy of your choice.

Is my electronic health record kept private?
Health records are kept totally private and we employ robust encryption methods to protect your personal information. You determine who can see the information in your record.

Can I be turned down for a pre-existing condition?

We do not turn patients away because of pre-existing conditions.

Can I call Teladoc outside of the United States?
You can request a Teladoc visit from anywhere in the U.S. You will speak with a doctor licensed in your home state. You must have a U.S. address and a U.S.-based phone number for the doctor to call back at the time of visit.

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Legal Services FAQ

Q. Can I change attorneys for whatever reason?
A. Yes. Call the number on the back of your membership card for a new referral to a participating attorney anytime.

Q. What areas of law are available?
A. All areas of law are eligible for the discounts; including but not limited to, simple traffic offenses to more complicated custody, criminal and civil suits.

Q. Are family members eligible to receive these services?
A. Yes. This benefit may be used by you, your spouse and legal dependents.

Q. Where can I find a complete description of benefits?
A. Click here for more information.

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Life Counseling FAQ

Q. What is the scope of this service?
A. Our 24/7 member-dedicated line is staffed by mental health clinicians experienced in the delivery of urgent, emergent and short-term goal based therapies.  With an efficient intake assessment, our team will connect you with the mental health specialists uniquely qualified to respond to your Life Counseling needs.  Our extensive national provider network is available anywhere you are with over 40,000 clinicians available for up to 3 telephonic or face to face counseling sessions.  And, with your membership, these sessions are at no additional charge.   

Q. Is the service confidential?
A. ABSOLUTELY!  We''''ve designed our service to support individual privacy and confidentiality and meet or exceed the requirements of HIPAA.  We do not release any personal information to a 3rd party.  Our team is trained to use high level data security and our security and privacy processes have been validated by VeriSign and TRUSTe.

Q. If I have a follow up question or need more information, what should I do?
A. Simply call us back.  Our team will have your request history at their fingertips and will be ready to assist you further. 

Q. How often can I use the service?
A. Your membership entitles you to up to 3 sessions of counseling per issue and in conjunction with the initial telephonic clinical intake.  Our network includes providers experienced in the delivery of mental health services both face to face or telephonically, depending on your preference, needs and availability.

Q. What makes this service special?
A. Our firm has specialized in the provision of mental health services for over 3 decades with a strong background in supporting individuals with their life events. Additionally, our services are supported by well-defined and efficient processes which are continually evaluated and improved upon to ensure the timely, personalized and appropriate delivery of the service.  

Q. Where is my personal information stored?
A. Our team utilizes proprietary software to store existing and historical information for aggregate data analytics.  No personal information is released to a 3rd party and all individual records are only accessed by assigned clinical personal.

Q. Will a history of my service usage exist?
A. Yes, we are required to retain records of your usage of our services according to applicable state and federal guidelines and are available for your future reference only. We do not release the information to any other party unless compelled by law.

Q. What can I use this service for?
A: We are here to support any work/life concerns.  Our team of experienced Mental Health Professionals specializes in all areas of counseling and our intake specialists will carefully refer you to a Professional who best matches your needs.  Out Mental Health Professionals tackles issues related to depression, insecurity, grief, bereavement, trauma, social anxiety, relationship concerns, work issues, mood swings and so forth.  If life''''s stressors are overwhelming you and distracting you from the full enjoyment of your days, call us, our team can help. 

Q: What if more than 3 sessions are needed?
A: Our providers are trained to work with members on short-term counseling concerns.  In the event additional services are needed, we will facilitate transitioning your care to a provider within your health plan or community.  In most cases, this does not result in a change of provider or disruption in services. 

Q. If I have a complaint, what should I do?
A. In the unlikely event our service does not meet your standards; let us first apologize and encourage you to contact our Benefits & Services Department.  Our team will resolve your concern and ensure your satisfaction.

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Personal Assistant FAQ

Q. What is the scope of this service?
A. Our specially trained Personal Assistance team is available 24/7 to take requests of any nature provided they are not illegal, proprietary or restricted by law or regulation.  Unlike any other Personal Assistant service, we combine the power of the internet with the expertise and intelligence of the human mind - the results are relevant, researched and informative information about any topic of need or interest to you. 

Use our team to save time, get organized and make plans that ease the complexities of day to day logistics and information

Q. Is the service confidential?
A. We''''''''ve designed our service to support individual privacy and confidentiality.  We do not release any personal information to a 3rd party and our team will transmit information only the requester and through agreed upon channels such as by phone, text or email provided by requester.  Our team is trained to use high level data security and our security and privacy processes have been validated by VeriSign and TRUSTe.

Q. How are the Personal Assistants trained?
A. Our Team has been specially trained on the steps for efficient and effective internet and telephonic research.  With combined years of research experience in excess of 100 years, our team represents a cross section of professionals with travel/leisure, eldercare/childcare, healthcare/health promotion, technology, retail, career services and general life services.  Each team is led by a seasoned mentor who trains each PA on the use of our proprietary software, care and security of information and customer service.  Our greatest strength - ensuring WOW in each and every interaction - our team makes a personal commitment to you and to your research needs.  Finally as an added precaution, our team undergoes standard background checks as a condition of employment.

Q. If I have a follow up question or need more information, what should I do?
A. Simply call us back, our team will have your request history at their fingertips and will be ready to assist you further. 

Q. How often can I use the service?
A. As often as you like!  This service is unlimited and available to you 24/7.

Q. Where is my personal information stored?
A. Our team utilizes proprietary software to store existing and historical request data for aggregate data analytics and future request handling.  No personal information is released to a 3rd party and all individual records are only accessed by assigned Personal Assistant team.

Q. Will a history of my requests exist?
A. Yes, and are available for your future reference simply by calling our team.

Q. If I have a complaint, what should I do?
A. In the unlikely event our service does not meet your standards; let us first apologize and encourage you to contact our Benefits & Services Department. Our team will resolve your concern and ensure your satisfaction.

Q. What makes this service special?
A: Our over 3 decades of experience creating an EXTREME customer service experience.  We guarantee to provide accurate, timely and useful information with a dedication to your satisfaction unmatched in our industry. 

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Pharmacy FAQ

Q. Will I always get a discount when I use my membership card?
A. Not necessarily. Each pharmacy determines their own retail pricing. To determine the discount pricing by location, visit MyRxPrice.com.

Q. Why didn't I get a discount at the participating pharmacy?
A. Many pharmacies price some prescriptions at or below cost in order to draw customers to their store. If you present your discount card and the price is higher than the pharmacy’s retail rate or sale price, you will always pay the lowest price available.

Q. What if the pharmacy doesn't recognize the card's name?
A. Always make inquiries in person and be sure to bring your card with you. If the pharmacy still has questions, have them call the Pharmacist Help Desk number on the back of your membership card.

Q. Is this a co-pay insurance card?
A. No. This membership is a discount card offering reduced prices. You are responsible to pay the pharmacy 100% of the discounted price.

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Ready to start receiving the benefits of this plan for just $19.95 a month?

DISCLOSURES

This discount card program is NOT insurance, not intended to replace insurance, and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CRM 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. For a complete list of disclosures, please click here. | Limitations, Exclusions and Exceptions | Discount Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.

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Not available to VT, WA, KS or UT residents.