Let members sort out their ID card without calling.
Lost card, wrong card, or just need the member ID number? Chatref answers from your plan records so members get what they need in seconds, not minutes on hold.
Featured on
Why it matters
The problem this solves.
The challenge
ID card questions are the single highest-volume reason members call – yet every answer is already in the plan record.
What it costs
Each call costs $6–12 to handle and keeps the member on hold for information your portal already holds.
The Chatref way
Chatref surfaces the member ID, group number, and replacement options from your plan content – no agent required.
The Chatref solution
How Chatref handles ID card requests.
A member asks where to find their member ID or how to request a replacement. Chatref answers from your plan content – explaining where the number appears, how to access a digital card, or how to request a mailed replacement – and routes to a live agent only when account
Real questions
What Chatref answers here.
Where is the member ID on my insurance card?
How do I get a replacement health insurance card?
I lost my insurance card – what do I do?
Can I get a digital copy of my member ID card?
What is my group number?
How long does a replacement card take to arrive?
Loved by support teams
Health plans, turning ID card calls into self-service.
How teams use Chatref to answer ID card questions the moment they come up.
ID card questions were our single biggest call driver every January. Chatref now answers them from our plan content, around the clock. Our agents finally have room for the cases that need a person.
New members used to call within a week of enrolling to ask for their member ID. Now they find it themselves in seconds.
It answers card questions from our own portal content, in our own words. Members trust it because the steps match what they see.
of ID card questions answered without a live agent
One widget covers card help for our English and Spanish members from the same content set – no duplicate articles required.
Can Chatref show a member their actual member ID number?
It answers from your plan content and can direct members to their digital card in the member portal or explain how to request a mailed replacement.
How does the replacement card request work?
A custom action collects the member's details and routes the request to your replacement card process – or connects to a live agent if verification is needed.
What if a member needs their group number for a claim form?
Chatref explains where the group number appears on the member card and in the member portal, drawn from your own plan documentation.
Does it work outside business hours?
Yes. Members get plan-accurate card help at any hour – nights, weekends, and during open enrollment peaks.
Can it help Spanish-speaking members with card questions?
Yes. Chatref supports up to 11 languages from a single set of your plan content, so Spanish-speaking members get the same accurate answers.
Make ID card help the easy part of your member experience.
Point Chatref at your plan content, drop in one snippet, and let members find their card details or request a replacement at any hour – free to start.
Part of Chatref for Health Insurance Providers · Healthcare hub · pricing.