Frequently asked questions

about our online account services

What are online account services?

Online account services are secure features developed specifically to help employers manage their Kaiser Permanente accounts. These services, available at no charge, allow you to do the following:

  • add or terminate employee and dependent coverage
  • change employee and dependent demographic information
  • view a list of subscribers and their covered dependents
  • view your balance due
  • view transaction history
  • view your monthly bill
  • pay your bill
Are enrollment changes immediately completed?

Demographic and coverage changes are completed immediately. (Coverage changes may include adding a newborn, new spouse, or other dependents, as well as terminations.) These changes are registered on our system when you click the "Submit" button. Terminations are effective the first day of the following month. When the online system can't match the enrollee to an existing record with 100 percent accuracy, the information will be sent to an account administration representative for manual processing. Our service goal is to process these enrollments within two business days.

Can I still transmit membership information using electronic file transfer?

Yes. In fact, we encourage it. Sending membership changes electronically is a great way to go. However, the online functions can still benefit you in the following ways:

  • provide a quick way to get a status on your account without making a phone call
  • allow you to work according to your schedule, without limiting you to Kaiser Permanente's service hours
Will I still receive a paper bill?

Yes, you also will receive a paper bill.

Will I have to go online for everything?

No. Your online access is an additional, convenient way to work with Kaiser Permanente. We believe it makes the administration of your Kaiser Permanente health care plan easier. Think of online account services as a "health plan ATM" because it provides you with fast service at your convenience. You still will have an assigned account administration representative who is available from 8 a.m. to 5 p.m., Monday through Friday, for one-on-one customer service.

Will this service handle COBRA enrollments?

Yes, you can process COBRA enrollments using online account services. (This feature does not apply to COBRA plans directly billed to the member.)

Will my employees have access to the online account services site?

No. The site is only for the use of your designated company representative to manage your health plan accounts online. Employees who have selected Kaiser Permanente as their health plan can use our website, kaiserpermanente.org, to do the following activities:

  • request routine appointments
  • use the health and drug encyclopedias
  • contact a pharmacist with a nonurgent question
  • access other useful features to help them manage their health care
Can I create an additional ID for another person?

Absolutely. Kaiser Permanente will provide you with one user ID that gives you administrator privileges. That ID allows you to create access codes for those you wish to register and access the site, and to vary their privileges according to their responsibilities. (You will find this item in the "Account access" menu within online account services.)

When can I begin using online account services?

As soon as you receive your purchaser ID, you can preview online account services by taking our tour. At the end of the tour, you can download an Online account services user ID request form and fax it to the number listed on that form. You will receive your access code in an email, so you can begin using the site after having registered. Please note that you must list yourself as the "requester" on the form.

Enter access code

Enter your access code to link your group information to your online account. You will only need to enter the access code once.