Frequently Asked Questions
Who is Level Health?
Level Health is your health plan.
We design your benefits.
We set coverage rules.
We support you if something goes wrong.
Level Health is not a big insurance carrier.
That’s by design.
Why does my card look different from other insurance cards?
Your plan is self-insured.
In a traditional plan, one company does everything.
Plan, network, claims, pharmacy.
“We have United Healthcare”.
One logo, One network.
In a self-insured plan, those roles are split.
That allows lower costs and better benefits.
Example of a Level Health ID Card
Why are there multiple logos on my card?
Each logo represents a role.
Examples:
- Level Health → Your plan
- Yuzu -> Plan administrator / payer
- Healthlink → A national provider network
- Rezilient → Your $0 primary care
-
Quest Select → $0 labs and diagnostics
Providers participate in networks, not plan names.
What is Yuzu on my card?
Yuzu is the claims administrator.
They:
- Process claims
- Manage eligibility records
-
Receive provider billing
Yuzu is not your insurance company.
They handle the paperwork side.
They are also the Payer. The ID can found on the back of the card.
What should I expect at a doctor’s office?
Many offices are less familiar with self-insured plans. They expect to see one logo, one network and one payer.
If there’s uncertainty:
- Present your ID card.
- Ask them to verify eligibility online here: https://my.levelhealthplans.com/providers
In this tool, they can:
- Verify eligibility
- Submit claims
-
Check claim status
If they still cannot verify your benefits, but insist they are in network with your listed network, call member services at 877-
A provider said they “don’t take Level Health.” What do I do?
This is common.
Ask instead:
“Do you participate in the Cigna network?”
If they are unsure, have them verify eligibility.
They should not guess.
What does “No-Cost Primary Care” mean?
It means $0 to you when you use Rezilient Health.
Why do I still see deductibles and copays listed?
Because not all care is the same.
- Your plan may include Direct Care benefits for $0.
-
In Network services follow the normal deductible and copay structure.
Eligibility verification determines which applies.
Who handles my pharmacy benefits?
Your pharmacy benefits are managed by Ventegra.
Your pharmacy will use:
- Rx BIN
- Rx Group
-
Rx PCN
These numbers are on the back of your card.
What if the pharmacy says my claim was rejected?
This happens occasionally.
Ask them to:
- Confirm they used the correct BIN and PCN
-
Check if a prior authorization is required
If it’s still an issue, call the pharmacy number on your card.
Or contact Level Health Member Services.
Who should I call if something feels wrong?
Call Level Health.
Use the Member Services number on your ID card.
Call us if:
- A provider says you’re out of network
- You’re asked to pay unexpectedly
- You receive a confusing bill
-
A pharmacy claim doesn’t process correctly
You are not expected to solve this yourself.
Is this card a guarantee of payment?
No insurance card guarantees payment.
Coverage depends on:
- Eligibility
- Proper authorization
-
Correct claim submission
That’s why verification matters.
What’s the single most important thing to remember?
Don’t guess. Don’t pay first. Call us.
This plan is designed to remove friction.
We help when systems or offices get confused.