Northwestern Mutual Employees Access Mobile Urgent Care

Two Centivo Plans with UrgentCare2go™ Across Texas

When you or a family member needs medical attention, traveling to a clinic may add more stress to an already difficult day. UrgentCare2go™ brings professional medical care directly to eligible patients at home, work, or another approved Texas location.

Northwestern Mutual employees may be enrolled in the High Performance Copay Plan or HSA Plan administered by Centivo. Member costs differ between the two plans, and new specialty care generally requires a provider referral. Verify your benefits and UrgentCare2go’s network participation before scheduling a mobile visit.

What Northwestern Mutual Medical Plans Are Available?

Northwestern Mutual employees may be enrolled in one of two medical plans:

• High Performance Copay Plan

• HSA Plan

The available plan information lists the following costs:

High Performance Copay Plan

• $0 copay for a primary care visit

• $50 copay for a specialist visit

HSA Plan

• Members must first meet the applicable deductible

• Copays or coinsurance may vary after the deductible is met

• Medical cost-sharing information is available on the insurance card

These amounts may not automatically apply to a mobile urgent care visit. Laboratory testing, medications, procedures, medical supplies, and the mobile service may be processed separately.

An insurance card does not guarantee coverage or payment. Your final responsibility may depend on eligibility, medical necessity, network participation, deductible status, referral requirements, prior authorization, and the services provided.

For scheduling assistance, call UrgentCare2go at (817) 508-8169.

Can Northwestern Mutual Employees Use UrgentCare2go?

Eligible Northwestern Mutual employees and their covered family members may be able to use UrgentCare2go for many non-emergency medical concerns.

The mobile medical team can evaluate and treat concerns such as:

• Cold and flu symptoms

• Cough, congestion, or sore throat

• Fever and body aches

• Ear pain or ear infections

• Headaches and migraines

• Nausea, vomiting, or diarrhea

• Urinary symptoms

• Minor infections

• Mild allergic reactions

• Rashes and skin concerns

• Minor injuries

• Routine primary care concerns

• Certain follow-up visits

Coverage depends on the member’s plan, current eligibility, medical needs, provider-network participation, service location, and the care provided.

UrgentCare2go does not provide immunizations or children’s annual physical examinations.

Call 911 or visit the nearest emergency room for chest pain, severe breathing difficulty, signs of a stroke, fainting, confusion, uncontrolled bleeding, major trauma, or another life-threatening emergency.

Who Administers the Northwestern Mutual Plans?

Centivo administers the Northwestern Mutual High Performance Copay and HSA plans.

Centivo can assist members and providers with:

• Eligibility verification

• Medical benefit questions

• Copays, deductibles, and coinsurance

• Prior-authorization requirements

• Specialist referral requirements

• Claim-status questions

• Provider-network participation

Call Centivo Customer Service at (833) 452-2888 or visit the Centivo Member Website.

Have the member identification number from your insurance card and the name of your Northwestern Mutual plan available when requesting assistance.

How Do I Verify My Benefits?

Before booking a mobile visit, contact Centivo at (833) 452-2888 and ask:

• Does UrgentCare2go participate with my Northwestern Mutual plan?

• Is a mobile medical visit covered?

• Does the High Performance Copay Plan’s $0 primary care copay apply?

• Has my HSA Plan deductible been met?

• What copay, deductible, or coinsurance applies?

• Are laboratory tests, medications, procedures, or supplies billed separately?

• Is the mobile service or travel component covered?

• Is prior authorization required?

• Is a provider referral required?

• Will I have a time-of-service responsibility?

Write down the representative’s name, the date of the call, and the reference number provided.

UrgentCare2go can collect your insurance information and help prepare for the visit, but Centivo provides the official explanation of plan benefits. Final coverage is determined when the claim is processed.

Is Prior Authorization Required?

Prior authorization depends on the medical service being requested.

Members and providers should contact Centivo at (833) 452-2888 before receiving a service that may require approval. Providers may also use the Centivo Provider Portal to verify benefits, review authorization requirements, and check claim status.

Prior authorization does not guarantee claim payment. Current eligibility, medical necessity, network participation, deductible requirements, referral requirements, plan exclusions, and other rules may affect how the claim is processed.

How Do I Find an In-Network Provider?

Not every healthcare professional participates with every Northwestern Mutual plan. Members should confirm that UrgentCare2go and the treating medical professional participate with their exact plan before receiving care.

To locate or verify an in-network provider:

• Use the Centivo Member and Provider Locator

• Call Centivo at (833) 452-2888

• Contact BSWQA Care Navigation at 1-844-279-7589

Provide the employer name, plan name, member identification number, requested service, and service location when confirming participation.

Are Specialist Referrals Required?

The Northwestern Mutual plans require a provider referral before beginning new specialty care.

Referral exceptions include:

• OB/GYN care

• Behavioral health services

• Chiropractic care

• Rehabilitation services

• Laboratory testing

• X-rays

• Occupational therapy

• Physical therapy

• Speech therapy

The exception list does not necessarily mean every service is covered without prior authorization. Members should confirm current requirements with Centivo before receiving care.

Without a required referral, the member may be responsible for the full cost of specialty services. Providers can submit referrals through the Centivo Referral Portal.

How Should I Prepare for My Mobile Visit?

Before your appointment, prepare:

• Your Northwestern Mutual Centivo insurance card

• A photo identification card

• A current medication list

• Known medication or food allergies

• Relevant medical records

• Recent laboratory or imaging results

• Any referral or authorization documents

• A description of your symptoms

• The date your symptoms began

• Your preferred pharmacy information

• Your benefit-verification reference number

Please provide a safe, clean area where the medical professional can complete the visit. Secure pets before the medical assistant arrives.

UrgentCare2go uses a three-hour arrival window. The medical assistant will send a message when they are on the way.

Claims Information for Providers

Northwestern Mutual claims are administered through Centivo.

Electronic claims: Payor ID 45564

Mailed claims:

Centivo
P.O. Box 211681
Eagan, MN 55121

Providers should verify the member’s eligibility, plan name, deductible status, network participation, referral requirements, authorization requirements, and current claim-submission instructions before sending a claim.

Compassionate Medical Care Brought to You

UrgentCare2go helps make non-emergency medical care easier to access when leaving home is difficult. The mobile medical team will listen to your concerns, evaluate your symptoms, and explain whether mobile treatment or a higher level of care is appropriate.

When you are ready, Book a Mobile Visit or call (817) 508-8169. Please have your Northwestern Mutual Centivo insurance card available so your eligibility, benefits, referral requirements, and network participation can be reviewed before the visit.