FREQUENTLY ASKED QUESTIONS (FAQS)

Where do I go for on-site biometric health screenings?

Your location may be offering on-site screenings in partnership with Quest Diagnostics as an option to complete your biometric screening in 2023. Please check with your local human resources (HR) representative for more information.

How do I contact Asset Health customer support?

You can contact Asset Health by calling 855-444-1255 or emailing support@assethealth.com.

Can I access the Asset Health portal in Spanish?

Currently, you may only access the Asset Health portal in English. Please contact your local HR representative if you need assistance.

How does my spouse access the Asset Health Portal?

Spouses should visit assethealth.com/dfa or download the app, and log in with their login credentials.

How do I determine if I’ve met all the Happy. Healthy. Safe. program requirements?

Log in to the Asset Health portal, then click on the Know Your Numbers tab to check your program completion status. You’ve completed the program when all your activities are marked as complete.

How do I or my spouse access the health assessment on the Asset Health portal?

For medically enrolled employees and spouses with a benefits-effective date prior to Friday, June 2, 2023: Log in to the Asset Health Portal, click on the Know Your Numbers tab and complete the health assessment activity. Once you finish the short quiz, this will be marked as complete.

» Does my spouse need to complete the Health Assessment?

Medically enrolled spouses with a benefits effective date prior to Friday, June 2, 2023, must complete the health assessment by Monday, July 31, 2023, to avoid a monthly surcharge up to $90 in 2024.

What does my spouse need to complete to avoid the surcharge?

Medically enrolled spouses with a benefits effective date prior to Friday, June 2, 2023, must complete both the health assessment and biometric screening by Monday, July 31, 2023, to avoid a monthly surcharge up to $90 in 2024.

Does my spouse need to complete the Tobacco Cessation Program or health coaching call with Lockton Nurse Advocate?

No, your spouse does not need to complete the tobacco cessation or health coaching calls to avoid the surcharge. To avoid the surcharge, your spouse only needs to complete the health assessment and biometric screening.

What sections must my physician fill out on my Physician Results Form?

Your physician must complete the health care provider section of the form, including signature, date, test(s) performed and Unique Physician Identification Number (UPIN)/National Provider Identifier (NPI). Your physician will need to fax the completed form to 1-844-560-5221, or you may upload the completed form to my.questforhealth.com using the Upload Form button on the dashboard.

How long will it take to get my biometric screening results?

If your Physician Results Form is complete with the required risk factors, you will receive your results online within 10 days and a paper report in the mail within three weeks of submitting the form. Please allow 14 business days for your biometric screening activity to be marked complete in your Happy. Healthy. Safe. program on the Asset Health portal.

If it’s been more than 10 days since you uploaded or faxed your form and you haven’t received a Results Are Ready email (indicating your form is processed) or a Physician Form Rejected email (indicating there is an issue with your form), call the Quest Diagnostics’ Service Center at 1-855-623-9355 for a status update.

How do I determine if I’ve met three out of the five biometric requirements?

Check your biometrics results to see whether you meet three of the five biometric healthy ranges. See page three to review the biometric targets.

When do I need to submit my Physician Results Form to Quest?

You are responsible for ensuring your form is returned to Quest Diagnostics by Monday, July 31, 2023.

» My Physician Results Form was rejected. What do I do now?

If you submit an incomplete form and your email address is on file, you will receive an email notifying you that your Physician Results Form is incomplete. If there is no email address on file, you will receive a notification letter in the mail. Then, you will need to re-submit the completed form following the same submission steps again.

What happens if I am unable to make my scheduled Lockton Nurse Advocate call?

If you are unable to make your scheduled appointment, you must notify Lockton Nurse Advocate at least 24 hours prior to the scheduled call. If there are no appointments available, you will be prioritized as soon as there are new appointments available. If you do not show for your scheduled appointment, you will receive an automated email letting you know that you will need to reschedule your appointment. If there are no available appointments and you did not provide the necessary 24 hours notice, you will not be prioritized once new appointments are available.

» Can I schedule an appointment with a Lockton Nurse Advocate if my biometrics are not appearing in the Asset Health Portal yet?

Yes, anyone is welcome to participate on a voluntary basis even if you aren’t encouraged to complete health coaching because of your biometric screening results. You can schedule an appointment with a Lockton Nurse any time by calling 1-888-251-2260 or by scanning the QR code to access the Asset Health portal. Then, click on the resource tab.

How do I know if I need to schedule coaching calls with a Lockton Nurse Advocate?

Coaching calls with a Lockton Nurse Advocate are an alternative to meeting three out of five biometrics. Employees who did not meet three out of five biometrics need to register for Lockton Nurse Advocate calls by Saturday, Sept. 30, 2023, and complete two coaching calls by Thursday, Nov. 30, 2023, in order to avoid the surcharge in 2024. It is recommended that you schedule your calls at least two weeks apart.

Can I complete Lockton Nurse Advocate coaching calls instead of completing the biometric screening?

No, you must complete the biometric screening in order to avoid the surcharge in 2024. If you do not meet three of five biometric targets during your biometric screening, you must register for and complete Lockton Nurse Advocate coaching calls in order to avoid the surcharge in 2024.

What are my options for completing the tobacco-free program?

You may register for the Lockton Nurse Advocate tobacco cessation program on the Asset Health Portal by Saturday, Sept. 30, 2023, and complete the program by Thursday, Nov. 30, 2023.

The Lockton Nurse Advocate program consists of three calls and six modules.

What is considered tobacco use?

Tobacco use refers to any form of tobacco consumption, including smoking cigarettes, cigars, pipes, hookahs and vaping. Smokeless tobacco products, such as chewing tobacco and snuff, are also considered tobacco use.

Are nicotine gum, lozenges and patches considered tobacco use?

Nicotine replacement therapy, such as gum and patches, is considered a form of nicotine use but not tobacco use, as it does not involve the inhalation of smoke or the use of tobacco products. With that being said, the Lockton Nurse Advocate Tobacco Cessation Program does not provide free nicotine replacement therapy products, but the program does offer other forms of support and resources to help individuals quit tobacco and nicotine use.

Questions? Contact us at support@assethealth.com or 855-444-1255.