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Northwestern Mutual Employees Access Virtual Medical Care

Two Centivo Plans with VirtualCare2go™ Across TexasUploaded Image

When you or a family member needs medical attention, an online appointment may make it easier to receive care without traveling to a clinic. VirtualCare2go™ connects eligible Texas patients with medical professionals through secure online visits for many primary and urgent care concerns.

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 virtual-care benefits and VirtualCare2go’s network participation before scheduling.

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 VirtualCare2go appointment. Virtual visits, prescriptions, laboratory testing, imaging, procedures, and follow-up services 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 VirtualCare2go at (817) 508-8169.

Can Northwestern Mutual Employees Use VirtualCare2go?

Eligible Northwestern Mutual employees and their covered family members may use VirtualCare2go for many non-emergency primary and urgent care concerns when a virtual evaluation is medically appropriate.

The virtual medical team can evaluate concerns such as:

  • Cold and flu symptoms

  • Cough, congestion, or sore throat

  • Fever and body aches

  • Mild allergy symptoms

  • Headaches and migraines

  • Nausea, vomiting, or diarrhea

  • Urinary symptoms

  • Minor infections

  • Rashes and skin concerns

  • Medication questions

  • Routine primary care concerns

  • Certain chronic condition follow-ups

  • Follow-up visits that do not require an in-person examination

Some medical concerns require an in-person examination, laboratory testing, imaging, or emergency care. The medical professional will explain the appropriate next step when virtual care is not suitable.

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

  • Virtual-care 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 Virtual-Care Benefits?

Before scheduling an appointment, contact Centivo at (833) 452-2888 and ask:

  • Does VirtualCare2go participate with my Northwestern Mutual plan?

  • Is a virtual primary or urgent care appointment 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 prescriptions, laboratory tests, or follow-up services billed separately?

  • Is prior authorization required?

  • Is a provider referral required?

  • Are there provider or service-area restrictions?

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

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

VirtualCare2go can collect your insurance information before the appointment, 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 VirtualCare2go and the treating medical professional participate with their exact plan before receiving care.

To locate or verify an in-network provider:

Provide the employer name, plan name, member identification number, requested service, and your Texas 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 Virtual Appointment?

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

Choose a private, well-lit location with a reliable internet connection. Make sure your phone, tablet, or computer has a working camera and microphone.

The patient must be physically located in Texas at the time of the appointment. The medical professional may recommend in-person or emergency care when a virtual examination is not appropriate.

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, virtual-care benefits, referral requirements, authorization requirements, and current claim-submission instructions before sending a claim.

Compassionate Virtual Care Wherever You Are

VirtualCare2go makes it easier to speak with a medical professional from a private location at home, work, or while traveling within Texas. The virtual medical team will listen to your concerns, evaluate your symptoms, and explain whether online treatment or a higher level of care is appropriate.

When you are ready, Book a Virtual Appointment 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.