Secure Messaging FAQ
What is Secure Messaging?
Secure messaging is a safe way to send and receive messages from SCAN. Everything in the message is encrypted (protected)—including attachments—so only you and SCAN can read it.
A secure message is like a coded message. When SCAN sends you a secure message, the contents of the message are scrambled. When you open the message to read it, the message is unscrambled.
This means it’s safe to send personal information, like plan and health information, to SCAN and to have SCAN send your personal information to you.
Why should I use secure messaging to contact SCAN?
Because it’s easy for criminals to access personal information that’s sent electronically, it’s never a good idea to include personal information in an unsecure email. This includes sharing things like your social security, phone, credit card or your SCAN ID numbers.
With secure messaging, you can safely share with and receive personal information from SCAN without worrying about it falling into the wrong hands. Protecting your privacy is one of our most important priorities at SCAN.
Can any SCAN member use secure messaging to contact SCAN?
No, only those members who have a registered online SCAN member account can send secure and receive secure messages from SCAN.
Do I need to download something or install software to use secure messaging?
No, you only need to have a registered online SCAN member account to send and receive secure messages from SCAN.
How will I know if I received a secure message from SCAN?
Secure messages arrive in your online SCAN member account, never in your personal email inbox.
When a secure message is ready for you to read in your online member account, you’ll get a brief email in your personal email inbox letting you know that there’s a new secure message to review in your online member account. The brief email won’t contain any personal information or any details about what the secure message is about.
You can also tell if you have a new message to read in your online member account after you log in. Just look for the envelope icon in the upper right of the screen. If you also see a number alongside the icon, that means you have unread messages.
How do I read or send a secure message from SCAN?
When you get the brief email in your personal inbox letting you know that there’s a new secure message to review in your online member account, just click on the link in the email message or log in to your online member account.
Once you’re logged in, look for the envelope icon in the upper right of the screen. Click on that and you’ll see the most recent messages sent from SCAN as well as a Compose Message button for sending us a secure message.
How long will it take to receive a reply from SCAN?
It usually takes about one business day for SCAN to reply to your message. We may also call you directly or ask you to call us depending on the issue you’ve contacted us about.
