Frequently Asked Questions

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Frequently Asked Questions (FAQs)

Open the menu at top-left of the mobile app’s Home screen, then open “Settings.” This menu will allow you to turn on or off Push notifications, and select which categories of notifications you’d like to receive.

Nonstop publishes all critical information to a single online folder, which you can access at any time. Open the menu at the top-left of the screen, and you’ll see an “Employee Documents” option. Clicking there will open a folder containing benefits summaries, notices, and all other relevant plan documents.

First, you’ll want to download the mobile app from either the Android App Store or Apple’s App Store.

Then, once you’ve set up an account on NSE, you’ll use the same email address and password to log into the mobile app.

  1. The first time you attempt to log into the mobile app, you will be asked to create a four-digit PIN.
  2. Please Note: If your device supports biometric authentication, such as fingerprint or faceprint unlocking, you can use that instead of the PIN.
  3. Entering your PIN takes you directly to the “Home” page, where at a glance you’ll see important details about your account, including your out-of- pocket maximum and the current balance on your Visa card.

Filing a new claim through the Nonstop Wellness mobile app is quick and easy!

  1. At the bottom-center of the home screen, you’ll see a green button labeled, “New Claim.” Click it.
  2. In the next screen, you’ll need to provide standard claim details, such as the total amount, the date of service, and the provider.
  3. Once that info has been submitted, you’ll be asked to upload copies of your receipts, either by attaching a file from your mobile device, or — if you have paper receipts — taking a photograph of the receipt with your device’s camera.
  4. Finally, you’ll reach the “Summary” screen, which allows you to review everything you’ve just entered before hitting the big green “Submit” button at the bottom of the page.

Absolutely! At the top-left of every screen in the mobile app, you’ll find a menu that includes a large “Help” option. From there, you can view our resources site, or reach out directly to our Member Support team with a single touch.

The Nonstop Wellness mobile app offers all of the features found in the desktop version of the Nonstop Exchange (NSE). Here’s a list of things you can do within the app:

  1. File a new claim
  2. Check the status of an existing claim
  3. View your annual out-of-pocket maximum and remaining account balance
  4. View all charges on your Visa card, all claims reimbursements, and all payments made to providers on your behalf
  5. Change your personal information or add a qualifying life event (only offered for those who enroll in benefits with the Nonstop Exchange)
  6. Access current plan documents, including benefits summaries and important notices

The Nonstop Wellness mobile app is a fully-featured electronic hub that allows Nonstop Wellness members to take control of their benefits coverage from the convenience of a mobile device. Users can file a new claim, view the balance on their Nonstop Wellness Visa card, or even read through all of the pertinent coverage documents quickly and easily through the app.

For bill payment (or reimbursement), you must submit both the provider bill and the Explanation of Benefits (EOB). However, often times you will receive the bill before the EOB is processed by the carrier and sent out, which can delay the claims submission.You can speed the process along by printing the EOB from the carrier’s site directly. This requires you to create an online account with your carrier. While the process for signing up for an online account may vary by carrier, typically it’s a quick and simple registration that requires you to provide your name, date of birth, and member identification number (or social security number).

Most major mobile devices can be used, including Apple® iPhone® and iPad®, BlackBerry® devices and Android® devices.

Most Internet browsers will work, including Microsoft® Internet Explorer®, Mozilla® Firefox® and Apple® Safari™.
If Nonstop needs to substantiate any payments made to your Nonstop Visa card, we will contact you via email or US postal service. The letter will specify what payments/amounts need to be substantiated and what documents we need to do this. Documentation includes an Explanation of Benefits (EOB) (or your carrier’s equivalent of an EOB). You will receive at least two notices requesting documentation before a final notice is mailed (USPS) to your home. If we do not receive the necessary documentation after the two notices and final notice are sent, your card will be suspended. if you receive a substantiation notice, please do not ignore it, even if you think it is incorrect or doesn’t apply to your circumstance. No response to this notice could result in your card being suspended. We recommend that you send in any requested documentation within 5 days of receiving the first letter, although we request that it be sent sooner if possible.
If the charges cannot be substantiated and/or have not been approved by your carrier, we will request that you repay the amount that does not qualify for the Nonstop Wellness program back to Nonstop. This repayment should come via personal check, sent to our address at 1800 Sutter St. Suite 730, Concord, CA 94520. If we do not receive documentation (after three attempts) and/or the outstanding repayment amount, your card will be suspended until one of two things happen: 1) repayment is made, or 2) you can substantiate the claim.
You may use the Nonstop Visa card for carrier-approved, in-network services and prescriptions. However, the card may not be used for out-of-network or elective procedures, or anything that your medical carrier would not apply towards your deductible and out-of-pocket tracking. In addition, the Nonstop Wellness program does not cover dental or vision costs so you cannot use your Nonstop Visa card to pay for these services. As such, charges on your card may need to be substantiated when there are questions about their validity. When needed, Nonstop reserves the right to ask you for documentation to confirm that the charges on the card were allowed and approved by your carrier, and counted towards your deductible and out of-pocket tracking.

Please call us at 877.626.6057 or e-mail us at clientsupport@nonstopwellness.com to request a new card. It could take up to 10 business days to get a new card. During this time, if you need a prescription filled, you will have to pay out-of-pocket and file a claim to be reimbursed.

Yes, you can use your Nonstop Visa Card to order your prescriptions over the phone and have them mailed directly to your home.
No. Nonstop only reimburses prescriptions that are written/submitted by a medical doctor. If your dentist or ophthalmologist writes you a prescription, you will need to pay for them out-of-pocket and cannot be reimbursed by Nonstop.
No. Only doctor-written prescriptions can be paid for using your Nonstop Visa Card. All over-the-counter medications must be paid out-of-pocket, and they are not reimbursable. If you are purchasing both over-the-counter and prescription medication at the same time, you may need to pay in separate payments as the Nonstop Nonstop Visa Card may be declined due to the over-the-counter items.
Pharmacies that are part of the SIGIS network should accept the Nonstop Visa card. If you have difficulty with your local pharmacy accepting the Nonstop Visa Card, please contact Nonstop Wellness customer support at 877.626.6057 from 6am-6pm PST Monday-Friday. You can also email clientsupport@nonstopwellness.com
If you have a PPO plan, you do not need a referral as long as you stay within the network. However, high-deductible HMO plans do require a referral from your primary care physician (PCP) to see a specialist. If you are unsure if your plan is a PPO or HMO, please contact your insurance carrier.
Annual vision exams (as part of preventive care) are covered under many, but not all, plans; please note this only includes the exam and not glasses/contact prescriptions. We recommend that you speak with your HR representative or call your carrier for the specific details around vision care for your plan. Pediatric dental exams are the only dentist-related services covered through the ACA (not Nonstop Wellness). While some plans have chiropractic and/or acupuncture coverage, not all do. Contact your carrier or Nonstop Wellness customer support at 877.626.6057 or clientsupport@nonstopwellness.com to find out if your plan covers chiropractic care and acupuncture.
Your copay for an emergency room visit is $100. If you (or a family member) are admitted, this copay will be waived.
The Nonstop Wellness claims submission process is quick and easy with reimbursement checks typically processed within 7 to 10 business days of submission (assuming no processing delays) and mailed out each Friday. If you do not receive your check in a reasonable amount of time after 10 business days, please contact Nonstop Wellness customer support at 877.626.6057 or clientsupport@nonstopwellness.com to check on the status of your reimbursement.
You will need a birth certificate; a generic copy provided by the hospital is acceptable.
Newborn coverage varies by carrier. For some, coverage may be needed on the day of birth while for others, coverage may begin the first day of the month after the birth. Typically, enrollment must happen within 30-60 days of the birth; however we strongly recommend that you speak with your HR representative or call your carrier for the specific details around newborn coverage for your plan.
No. Dependents do not need their own Nonstop Visa Card. Either parent can use their card for their dependent. However, if your child spends time away from home frequently (i.e. college, boarding school, shared parental custody), you may want to consider obtaining a Nonstop Visa Card for them. To do so, please contact Nonstop Wellness customer support at 877.626.6057 or clientsupport@nonstopwellness.com, and we will fulfill that request. Please note that all Nonstop Visa Cards come in a set of two, and will always be in your name.
Dependents can receive coverage through their guardian’s insurance plan until the date of their 26th birthday, depending on carrier policies. Some carriers do allow dependents to stay on their guardian’s plan until the end of the month following their birthday. We strongly recommend that you speak with your HR representative or call your carrier for the specific details around dependent coverage for your plan.
Yes, although this depends on your carrier. If you are a Kaiser member, you can only have your prescriptions filled at a Kaiser facility. For all other carriers, please contact clientsupport@nonstopwellness.com to find out if your pharmacy is approved
In this instance, you will need to pay for your prescriptions out-of-pocket and submit the receipt to Nonstop Wellness for reimbursement.
Absolutely! However, you will need to know your group number and your social security number. If you need to get a prescription filled, you will need additional information about your plan, which can be obtained by contacting your carrier.
You can reach Nonstop Wellness customer support at 877.626.6057 from 6am-5pm PST, Monday-Friday. Alternatively, you can send us an email at clientsupport@nonstopwellness.com and we will get back to you within one business day.
An HRA, or health reimbursement account, is a employer-funded, tax-advantaged account that reimburse employees for out-of-pocket medical expenses. The Nonstop Wellness program combines an ACA-compliant health plan with a Section 105 HRA – and provides you, the member, with a Visa card to pay for in-network, carried-approved medical expenses.
Yes. Preventative care is not subject to the deductible under ACA reform. Please contact your carrier to determine what preventive services are covered under your plan.

A deductible is the amount an employee must pay annually before their insurance carrier will provide access to benefits (see next question for more details on deductibles). A high-deductible plan is a medical plan with a higher deductible for the member – but lower monthly premiums (the higher the deductible, the lower the monthly premium will be).

If the claim is submitted via Nonstop Exchange, it will appear as a pending claim on your dashboard. When you submit a claim via email, a ticket number will be assigned to that claim and you’ll receive a confirmation response. If claims were submitted via fax or through the US Postal System, you will need to contact Nonstop Wellness at 877.626.6057 or via email at claims@nonstopwellness.com for details on if the claim was received or has been paid.

Your insurance carrier’s summary plan description will show what services the plan covers. Please note that this is just a summary; for more in-depth details on what your plan covers, please contact your insurance carrier.

Copays and deductibles are both expenses that a member has to pay to access insurance benefits. However, a deductible is an established amount of money that needs to be paid before insurance benefits can be accessed. The member must pay all the costs up to the deductible amount before the plan begins to pay for covered services that are used. The copay is the member responsibility each time they visit a doctor or pick up a prescription. Once your deductible is paid in full, the copay will be your only out-of-pocket expense.

Nonstop Wellness is a type of healthcare program that allows nonprofits to fund a portion of their employees’ healthcare premiums and out-of-pocket expenses (e.g. deductibles, copays, and coinsurance) while also saving on premium expenses annually. The Nonstop Wellness program combines an ACA-compliant health plan with a Section 105 Healthcare Reimbursement Account (HRA) – and provides you, the member, with a Visa card to pay for in-network, carried-approved medical expenses.

Have questions?

Our support and operations team is happy to help.
Give us a call at 877.626.6057 or send us an email to
clientsupport@nonstopwellness.com.