Frequently Asked Questions

Your employer has partnered with us to keep your healthcare information private and secure. To the extent permitted under applicable laws including HIPAA, we may provide necessary data to your employer to enable your employer to manage, administer, and evaluate its health and wellness programs. Unless permitted under HIPAA, we will not disclose protected health information (as defined in HIPAA) to your employer. For more information, please read our Privacy Statement.

PHI (Personal Health Information) is any information that is related to health status, provision of healthcare, or payment of healthcare that can be linked to an identifiable (specific) individual and is collected by a Covered Entity or Business Associate. PHI may also include data that falls into the category of SPI (Sensitive Personal Information). SPI is information or data derived from Personal Information that is highly sensitive in nature and if lost or inadvertently disclosed could result in substantial harm or embarrassment to an individual. Examples of SPI vary across organizations but may include the following:

• SSN
• Date of Birth
• Biometric or Genetic Records
• Political or Religious views
• Race or Ethnicity
• Sexual Orientation
  
• Bank Account Numbers

Yes. Under HIPAA (Health Insurance Portability and Accountability Act), if a Covered Entity or Business Associate maintains a designated record set (designated healthcare records) pertaining to the individual the individual has a right to access and transmit their Personal Information (including Personal Health Information) Although we do not maintain a designated record set as defined by HIPAA , we follow the guidance under HIPAA in most instances and therefore permit users of our application access and download to certain personal information including Personal Health Information.

Source: Depart of Health and Human Services: Individuals’ Right under HIPAA to Access their Health Information 45 CFR § 164.524.

Some of the risks associated with an unsecure download include but are not limited to the following:

• Hacking/ Impermissible use or interception by a third party (this may include a bad actor or third-party service provider)
• Loss of theft of device with downloaded information
• Risk of improper disposal or record retention on the device used for downloading

We highly recommend but do not require the following safeguards be put into place on your device settings prior to download and/ or transmission

• Ensure your mobile or desktop device is encrypted
• Password protection for mobile devices and other hardware endpoints

No. Under the HIPAA Privacy and Security Rules, while we are responsible for ensuring reasonable safeguards in implementing an individual’s request we are not responsible for a disclosure of PHI while in transmission to the individual based on the individual’s access request to receive the PHI in an unsecure manner if proper precautions are taken to notify the individual of the risk involved.

Additionally, while we are required by the Privacy and Security Rules to implement reasonable safeguards to protect PHI, individuals have a right to receive a copy of their PHI by unencrypted means if the individual requests access in this manner. In such cases, we provide a brief warning to the individual (per HIPAA guidance) that there is some level of risk that the individual’s PHI could be read or otherwise accessed by a third party and confirm that the individual still wants to receive PHI in this manner.

Source: Depart of Health and Human Services: Individuals’ Right under HIPAA to Access their Health Information 45 CFR § 164.524.

For general inquiries regarding our Privacy practices, please refer to our privacy notice.

‍For additional information and resources on this topic please refer to the Department of Health and Human Resources Website.

Simply visit my.verawholehealth.com and select Register. When prompted, enter your information to complete the signup process.

You may also access My Vera via your iPhone or Android phone, by downloading the free My Vera mobile app from the app store, or by visiting https://app.verawholehealth.com/#/text_to_download

You’re a subscriber if your company or organization is offering you your medical plan. You’re a dependent if you’re related to the primary subscriber.

When you register, you can provide email addresses for your spouse and/or adult dependents, where eligible; they’ll then be emailed registration instructions. Alternatively, they can register at my.verawholehealth.com.

Yes, each user must have a separate email address. An email address serves as your username when logging in and must be unique within the system. Providing an email address also allows you to receive personalized alerts and updates.

Often this means your information isn’t up to date in your Human Resources system. Did you move recently? You may be entering your current zip code, but your company or HR team may still have your old address on file. Contact your HR department to update the information in your medical plan and benefits. Also, be sure to double check that you’re entering your personal information correctly.

First, check with your Human Resources department to make sure you’re on a plan that is eligible. If your plan is eligible, your plan and benefits may not activate until January 1 of the coming year. Once your plan and benefits activate, you’ll be able to register. Keep in mind that My Vera is not available to dependents under the age of 18.

We encourage you to submit your personal information as soon as you become eligible. You’ll be able to access your account when your plan and benefits are active. You’ll receive an email from us when your account is ready.

Since the app is personalized for your employee benefits, we need to create a new account for you when you change employers. This means that you’ll have to register with a new email address.

Depending on the features you have access to, we’ll alert you via email whenever we update your claims history, and we’ll occasionally send you personalized health recommendations and product updates. We also use email to communicate with you when you make changes to your account (e.g., to confirm a password change). If you feel like you’re hearing from us too often, you can easily change your email preferences on your account page.

If you need to reset your password, select the Forgot Password? link on the sign-in page. You’ll receive instructions to reset your password.

The new password will require at least eight characters and one number or special symbol (e.g., !, @, #, $, %). You cannot use part of your email address or username.

My Vera’s mobile app works on most devices. It’s available for the latest two versions of iOS and Android Download the app for free from the Apple App Store or Google Play. For other devices, you can access My Vera through your phone’s web browser. Start using the mobile app today by visiting https://app.verawholehealth.com/#/text_to_download

We're compatible with all major browsers, including Chrome, Firefox, Safari, and Microsoft Edge, and recommend always using the latest version of your browser.

Using a private or incognito window within your browser isn't recommended and may cause an error when activating or signing in to your account.

If your employer has included provider search in your My Vera benefits, you can search for care in the mobile app and via the desktop application.

On My Vera mobile

Select “Find Care” from the bottom navigation menu. You can search for doctors, hospitals, clinics, conditions, or procedures in the top search bar, or you can scroll down to browse popular searches.

On My Vera desktop

Use the search bar at the top of your home screen to type in your search, or select “Find Care” from the top menu to browse for care by category.

Both methods will display a list of in-network providers near your zip code. If you’d like to search in another location, select the address displayed and enter the desired city or zip code.