Castlight Frequently Asked Questions
Castlight is a personalized shopping tool that helps you take control of your health care and get more for your money. Castlight lets you compare doctors and other medical services based on quality, convenience and cost. Purdue provides Castlight at no charge to employees covered by the Purdue Choice Fund, Purdue Incentive or Purdue Copay medical plans.
Registering: Claim your Castlight account
- How do I get access to Castlight?
Castlight is available to all Purdue employees, spouses/same-sex domestic partners and adult dependents covered by the Purdue Choice Fund, Purdue Incentive or Purdue Copay medical plans. Once you have enrolled in medical benefits, you may claim your Castlight account by registering at www.purdue.edu/castlight. As a registered user, you can return to Castlight as often as you wish. You may also call a Castlight Guide toll-free at 888-272-9572 for full Castlight service by phone.
- How do I enter my Purdue ID when registering with Castlight?
Enter the first 10 digits of your Purdue University ID (PUID), including the leading zeros. If your PUID shows 11 digits, do not enter the last digit.
- How do my spouse/same-sex domestic partner and adult dependents access Castlight?
During your registration, you have the option to provide an email address for your spouse/same-sex domestic partner and your adult dependents who are covered by your Purdue medical plan. Castlight will then send these family members registration instructions. Alternatively, covered adult family members can go to www.purdue.edu/castlight to register. Once registered, your family members may return to the Castlight website as often as they wish. Spouses/same-sex domestic partners and adult dependents can also call a Castlight Guide toll-free at 888-272-9572 for full Castlight service by phone.
- Should I have my browser remember my Castlight password?
We do not recommend that you have the password saved on any Purdue computer. Your medical claims are confidential and should require entry of a password every time you log into Castlight. A quick reference card has been developed to show you how to remove saved passwords from your browser.
How is Castlight unique?
- How does Castlight compare to other services on the Internet?
Castlight is a unique service customized for Purdue employees and provides features that are not available from other services on the Internet. Castlight gives you personalized pricing information. Castlight shows you how much your out-of-pocket costs will be for medical services based on your health plan, the doctors in your preferred network and your deductible status. Castlight also provides an overview of your health plan benefits, tips for making smart health care decisions and details about your past claims.
- How is Castlight different from Cigna?
Castlight makes it easy to compare doctors side by side based on price, quality and location. It shows your actual out-of-pocket costs based on your deductible status for a wide range of medical services. It also makes knowing the status of your current health plan benefits easier. For example, your remaining deductible is always clearly shown right on your Castlight home page. Finally, it provides step-by-step explanations of your past care so you can better understand what you’ve spent and why.
Getting the most from your Castlight account
- When should I use Castlight?
Common uses of Castlight include:
- Compare nearby doctors, medical facilities and health care services based on the price you’ll pay, the price Purdue will pay and the quality of care.
- See personalized cost estimates based on your location, your health plan and whether you’ve already paid your deductible.
- Review step-by-step explanations of past medical spending so you know how much you paid and why.
- How much can I expect to save?
Castlight users could save hundreds of dollars by comparing options for nearby in-network doctors. For example, when you use Castlight to search for a primary care doctor, you will typically find a price range greater than $100 for the same care. And Castlight provides more information about doctors than just prices. You can see where they went to medical school, how long they have been practicing and how other patients have rated them. Castlight allows you to see all of your options and choose the one that works best for you.
- If I already have a doctor, how can I benefit from Castlight?
Use Castlight when your doctor recommends lab work, specialists and other medical services. You’ll be able to learn about your provider choices and the associated costs and quality. Many doctors suggest specialists, labs and other medical facilities without having any idea how much they will charge you. Most doctors will happily provide you with multiple provider options that you can research on Castlight.
You can also use Castlight to search for services for other members of your family. In addition, Castlight provides an easy and helpful way to understand your health plan and past care.
- How can I use Castlight when I'm not at a computer?
If you have a smartphone, you can use Castlight’s mobile application. (Can we include QRC here on webpage?) Castlight is also available by calling a Castlight Guide toll-free at 888-272-9572, Monday through Friday, 8 a.m. – 9 p.m. ET.
- What features are available on the Castlight mobile application?
With the Castlight mobile application, you can find care, compare doctors, view your plan details and see your bookmarked doctors. Details of your past medical spending are not currently available on the mobile app. Castlight is continually updating the mobile application, so stay tuned for additional features.
- What are Castlight Guides, and how can they help me?
Castlight Guides are dedicated experts who are able to provide full access to the Castlight service over the telephone at 888-272-9572. You can call a Castlight Guide when you are at a doctor’s office or when considering treatment options while away from your computer.
- How often will I hear from Castlight?
Castlight will email you personalized savings tips and will notify you when your care history has been updated. You may also choose to receive periodic product updates. In addition, Castlight sends standard account maintenance notices, such as password change confirmations. You can always change your email settings on the "Your Account" page on Castlight.
- Where do I go for more help with Castlight?
The fastest way to get help with Castlight is to call toll-free at 888-272-9572. A Castlight Guide will be able to answer your question or direct your call.
- Are details about Purdue's vision plan available on Castlight?
The Plan Details section of Castlight includes only medical plan information. Costs that are available in Castlight for optometrists and ophthalmologists reflect past Purdue medical plan claims for eye care, such as treatment for glaucoma or cataracts. For information about routine annual eye examinations, glasses and contacts, go to the Vision Service Plan website at www.vsp.com.
- Are prescription claims showing in Castlight under the Past Care tab?
Only prescription claims that were paid through Cigna are showing under Past Care. This means that only prescription claims for 2010 and 2011 Purdue Choice Fund are displayed. All other Purdue medical plan prescription claims were paid through Medco (www.medco.com).
If you are a 2012 Purdue Choice Fund participant, the “Remaining deductible” shown on your Castlight home page will take prescription costs into account because the Choice Fund deductible is based on both medical and prescription claims.
- Where does Castlight get information about the quality of medical providers?
Information on quality comes from a wide range of public and private sources, including The Leapfrog Group for Patient Safety, the U.S. Department of Health and Human Services, other governmental reporting agencies, and consumer rating resources.
- Can I add a review about an experience I had with a provider?
Provider reviews are currently pulled from Vitals.com, where you may enter your own review. Future enhancements will allow Purdue members to submit provider reviews directly through Castlight.
- The search results are not within the requested range of my home address. What's wrong?
The Castlight tool uses the Google Map feature to determine providers within your search radius. Certain address abbreviations do not work well with Google Maps. These include directional abbreviations, such as E for East and the abbreviation St. Rd. for State Road. As a default, Castlight pulls a member’s home address from Purdue’s SAP system, which may include these abbreviations.
To see accurate provider results, you can change your default address in Castlight. Your default address appears under the “Looking for something else?” search box on your Castlight home page. Click the “(Change)” link next to your address to re-enter it in a format that works well with Google Maps. Change addresses such as 300 N 500 S to 300 North 500 South. Change an address such as 3399 St. Rd. 25 N to 3399 State Road 25 North. Your new default address will remain in effect until you change it. Castlight will also accept just the city and state as a default search address, if you prefer.
- How can I give feedback and suggestions to Castlight?
When using the Castlight website, click the “Need Help?” link located on the top right of the screen. Click the “Give feedback” tab, enter your message and click the “Send feedback” button. Castlight is continually improving its health care shopping tool and appreciates your feedback.
- What types of care can I search for on Castlight?
Castlight supports a wide range of searches. You can search for doctors, specialists, services and medical conditions. To see the list of supported searches you will need to log in to Castlight.
Your personal information on Castlight
- How often is the information in Castlight updated?
Castlight updates your plan and deductible status every time you visit and updates past medical history and pricing data monthly.
- Is my information private and secure?
Castlight maintains the highest security standards and is obligated under federal HIPAA guidelines to keep your data safe. Castlight has partnered with McAfee and VeriSign to ensure adherence to some of the strictest security standards in the industry.