Frequently Asked Questions

Where can I find my Exchange Member ID?

Your Exchange Member ID is given to you by the Exchange that you signed up through. If you do not have your ID or are not sure where to find it, please contact the Exchange you signed up through.

Where can I find more information?

Visit our website,, for more about PacificSource, what programs and services come with your coverage and information on a variety of insurance and health topics.

Who can I contact if I have a question or need help?

Email us at Or call us 8:00 a.m. to 5:00 p.m., Monday through Friday. One of our friendly, professional Customer Service Representatives will be happy to assist you.

Toll-free: (800) 688-5008
TTY: (800) 377-3529
Toll-free: (877) 590-1596
TTY: (800) 253-4091
Toll-free: (888) 977-9299
TTY: (800) 735-2900

I’m getting a group plan for my organization. When will I get the materials?

In the next few weeks, you will receive the following mailings from PacificSource:

  • ID cards will be mailed out to your employees.
  • You will receive an electronic copy of your benefit book by email and a paper copy by mail.
  • You will receive a billing statement for your next premium payment.

If you have questions in the meantime, you’re always welcome to call or email us. Our representatives will be happy to help.

Can I use my new policy now?

Your payment and enrollment may take several days to complete. You will receive the following mailings from PacificSource in the next few weeks:

  • ID cards
  • A welcome packet that will tell you the date your plan becomes effective. You can use your new policy on/after that effective date.
  • A billing statement for your next premium payment

If you need to visit your healthcare provider or fill a prescription before you receive your materials in the mail, you can contact our Customer Service Department to verify that your new policy is in effect. If it is, you’ll be able to print temporary ID cards to tide you over until your actual ID cards arrive.

When will I get my insurance ID cards?

In the next few weeks, you will receive a packet from PacificSource. Your ID cards will be mailed directly to your home. If you need to access healthcare services like seeing a doctor or filling a prescription, and your PacificSource ID card has not arrived yet, you can print a temporary ID card from our website and use it until your actual card arrives. Note about the temporary ID card: Your temporary ID card will only show your eligibility in effect on the day you print your card. If your plan has not started yet, you will only be able to print a temporary card after the plan’s effective date. Please begin using the new cards as soon as you receive them, and discard any old health insurance cards that are out of date. The next time you visit your doctor or pharmacy, be sure to present your new card so they have the correct insurance information.

I need to pick a doctor from your network. Do you have a list of healthcare providers?

Yes. We have an online Provider Directory to help you find participating providers in your area for your plan. The online directory is updated daily.

Do you have a list of preferred drugs?

Yes. Our drug lists are available online at Your drug list will help your doctor identify medications that can provide the best clinical results at the lowest cost.