Client Service
Start here. SSGI helps you figure out the right next step for a benefits question — whether that's signing in to a portal, talking to your carrier about a claim, or planning a renewal with your advisor. We help with routing, not advice. Nothing you read or pick here is saved or sent anywhere.
Use the navigator below to find who acts next, what to have ready, and the safest way to reach the right place. Or browse the employer and employee guidance on this page first.
Are you an employer or an employee?
Pick the role that fits you to see the most common client-service tasks and how to handle them.
ID card or portal access
Manage plan access, request ID cards, and sign in to the employer portal.
- Sign in to the employer portal to manage your plan and view documents.
- If an employee can't get an ID card, they can request one through the employee portal — or you can request it on their behalf.
- If you can't sign in, contact SSGI so we can confirm your access.
Employer portal (BenefitZone) or SSGI by email/phone.
Employee add, termination, or enrollment change
Add, remove, or change an employee's coverage as the plan administrator.
- Submit adds, terminations, and enrollment changes through the employer portal as the administrator.
- Have the employee's legal name, the effective date, and the affected plan(s) ready.
- Time-sensitive changes (new hires, terminations) should be submitted promptly to avoid coverage gaps.
Employer portal (BenefitZone) for submission; SSGI to coordinate.
Billing or invoice
Questions about a premium bill, invoice, or payment for your plan.
- Review billing through the employer portal.
- Have the invoice number, billing period, and the expected versus billed amount ready.
- Do not send payment card or bank details through this website — share them only through the secure portal or by phone with a verified SSGI team member.
Employer portal (BenefitZone) to review; SSGI by email/phone.
Renewal or benefits strategy
Plan your renewal — review cost, coverage, and plan design for the year ahead.
- Start a renewal review 90–120 days before your renewal date for the most options.
- Have your renewal date, current plan(s), and your top concern for the year ready.
- This is a planning conversation with your SSGI advisor — not a portal task.
SSGI by email or phone to schedule a renewal review.
When to contact SSGI, the carrier, or the employer
Each kind of question has a natural first stop. Here's a simple guide.
Contact SSGI
- Renewal and benefits strategy planning
- Billing and invoice questions for your plan
- COBRA or continuation questions
- Help understanding or appealing a carrier decision
- Anything you're not sure where to start
Contact the carrier
- Claim status, denials, or appeals
- How a specific service was covered
- Network provider questions
- Member ID or policy details on your ID card
Call the member services number on the back of your ID card first. SSGI can help after you've spoken with the carrier.
Contact the employer
- Employee adds, terminations, or enrollment changes
- Open enrollment questions
- Eligibility and waiting periods
- COBRA notices (issued by the administrator)
If you're an employee, your employer or plan administrator handles these. SSGI supports them behind the scenes.
After you reach out
Here's what to expect once you contact the right channel.
- Your message or call goes to the right team — SSGI, your carrier, or your employer — based on the channel you chose.
- A team member reviews your request and follows up using the contact information you shared with them directly — not through this website.
- If your question needs documents or details, they'll tell you exactly what to send and the safest way to send it.
- For time-sensitive matters — like a life event or continuation deadline — reach out as soon as possible so you don't miss a window.
If you're an employer planning a new or changed benefit, our Benefits Implementation & Client Onboarding Center walks through the readiness, critical path, and responsibilities before any system work begins. If a colleague or partner sent you our way, our referrals page explains how that connection works. For more employer-facing background, browse the Employer Benefits Resource Center.
Use the client-service navigator
Pick the category that best matches what you need and we'll show you who acts next, what to have ready, and the safest way to reach the right place.
Find the right next step
Pick the category that best matches what you need. We'll show you who acts next, what to have ready, and the safest way to reach the right place. Nothing you pick here is saved or sent anywhere.
Reach SSGI directly
You can always reach SSGI by email or phone, or sign in to the BenefitZone portal that matches your role.
BenefitZone is a separate secure platform. SSGI Benefits links to your portal but does not operate or control the BenefitZone service.
This page helps you find the right next step for a benefits question. It is not legal, medical, tax, eligibility, coverage, or claims advice, and it does not determine your coverage or benefits. For guidance tailored to your circumstances, talk to an SSGI advisor, your carrier, or your employer — whichever matches your question. This page collects no personal or health information.
Still not sure where to start?
Reach out and we'll point you in the right direction. There's no obligation.