Below you will find a library of frequently asked questions about what DocuBank is, how it works, and other important points. Simply click on the blue arrow at the end of the question line to have your answer display.
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You should receive your cards from DocuBank 4-6 weeks after DocuBank receives your documents at our office.
DocuBank does not sell, rent or exchange client information with any outside parties. You can view the complete statement on the website. www.docubank.com.
Your DocuBank wallet card and alert sticker for your driver's license let hospital staff know that your healthcare directives are available from DocuBank. During a scheduled hospital admission, or in an emergency, simply present the DocuBank card to the staff and ask them to follow the instructions on the card. They can call to have the documents faxed or obtain them from the website: www.docubank.com. You should keep your DocuBank card next to your driver's license so it will be quickly identified in an emergency.
DocuBank stores all your Healthcare Directives. These can include but are not limited to: living will, health care power of attorney, HIPAA release, and organ donation forms. DocuBank also stores the names and contact information for three contacts as well as your doctor and important personal medical conditions and allergy information.
In 75% of cases, clients' Healthcare Directives are not available at the hospital when clients need them most. With a DocuBank card, we make sure that your important documents will be at the hospital when you need them most.
The DocuBank service travels with you, worldwide. You can obtain your directives from anywhere in the United States by using the toll free number 1-800-DOCUBANK (1-800-362-8226] and internationally by using www.getdirectives.com. Documents can be downloaded or printed from the DocuBank website (www.docubank.com] anywhere there is internet access.
Your healthcare directives and emergency information are immediately available from DocuBank 24 hours a day, 365 days a year, around the world. Your documents are always accessible via fax (800-DOCUBANK] or internet (www.docubank.com] and emergency support is always available by on-call staff. DocuBank customer service is available toll free (1-866-829-0993] 9:00 am to 5:00 pm Eastern Time.
DocuBank contact information:
Clients Services: 866-829-0993 (toll-free number for clients] 9 am to 5 pm ET
Healthcare Directive Delivery: 800-362-8226 or www.docubank.com
Mailing Address: P.O. Box 629, Springfield PA 19064
To change your password, click on the "Security/Password" link on the left-hand side of the screen (After you are logged in]. Type in a new password of your choosing. Your new password should be at least 6 characters long. If you choose to include a special character, please only select one of the following: ! @_ $ % = ^ &. Once you have keyed in your new password, Click SAVE.
To login to your account, please go to Member Login Page. Enter your email address and password and click LOGIN.
The security question is optional and, if set up, will be used to verify the identity of anyone calling or logging into your account.
To change, or add, your security question, click on the "Security/Password" link on the left-hand side of the screen. Select a new question and input your new answer. Click SAVE.
There are many ways for DocuBank to get your information to the hospital. In all instances you will need your member number and PIN (located on your card].
You, or a member of your family, or your helpful person, can ask the hospital for the fax number and call 800-362-8226 or go online to www.getdirectives.com You will need your member number and PIN (located on your card].
Please note: While we have no control over the actions of individual hospital staff, we take steps to educate hospitals about our service and if your card has been refused, we ask that you notify us immediately with the details of the situation and we will follow up with the hospital directly.
To view your medication list, click on the "Add/Edit Medication" button located on the main dashboard screen of your member account (must be logged in to see this page]. Scroll to the bottom; if you have typed in your medications already you will see them listed. If you have uploaded a file, you will see the phrase "Medication List Added by Member on: (Date]". Clicking the "Preview Medication List" button will open a PDF file showing your current medication list on file. If it does not open, it may have saved directly into your computer's downloads folder with your name as the file name.
To update your medication list:
To change your typed medication, click the pen and paper icon. A box will pop up with the medication, you can type the updated info and click the SAVE button. To remove the medication, please click the trash can icon to the far right of each medication. To add a medication, click the "add medication" button. If no changes are necessary click "VERIFY TODAY" button at the bottom to verify that your medication list is current and correct.
To update a stored file:
We are happy to replace your card at no charge. To request a new card, log into your member account and click the Order a Replacement Card button. Or you can send an email to memberservices@docubank.com include your Name, Member Number (if you have it] and current mailing address with a request for a new card. If you'd prefer, call our toll-free number (866-829-0993 M-F 9-5 EST] to request your new card.
From the home page: Click the "Get Vital Documents" button. (if you don't want your contacts to receive an alert when you get your documents, Unclick the "please send the alerts..." box underneath the blue fax button]. Next click the Print button, this will open up a separate page to fill in the fields required and click submit and your documents will open (usually in a new browser tab].
From the Member Section: Click the Print/Review option on the left hand side (after you are logged in] and select Print Documents. Click the blue box "View Print/Documents."
In either case a PDF file will automatically open, or you may receive a pop-up box asking if you want to open or save the file. If neither of these things happen, then the file automatically downloaded to your computer. To open the file go to your computer's "download" folder and look for the file. It will be named 0(your member number]1. *Note: If you have a medication list on file, it may appear as the 1st page, you must scroll down to see your documents. If you have added a Medical Snapshot, it will be at the end of your documents*
Where is the rest of my estate plan?
DocuBank's main purpose is the storage and access to your Healthcare Directives. Other documents not pertaining to health care that you set up with your Attorney could potentially be stored within your DocuBank SAFE.
If your card/wallet has been stolen, please call DocuBank immediately and we will change your PIN. This will make your stolen card invalid immediately. Customer service is available 9am-5pm EST toll-free at 866-829-0993.
The Member Number and PIN that appear on your card are unique identifiers to your individual DocuBank account. This information is needed to ensure a facility receives the correct member's directives.
Your personal password is the security feature needed in order to log in to your DocuBank account online.
To make a change of provider on your DocuBank account, you must call DocuBank toll-free at 866-829-0993 (M-F 9am-5pm EST] and the member services department will make the change for you. Please note: If your new attorney/provider does not offer DocuBank, we may be unable to list them on your card.
Family memberships: No. Each person possesses their own unique set of Healthcare Directives. It is imperative that a facility is able to access the correct information and wishes as soon as possible to ensure your healthcare wishes are known and put in place.
6+ year memberships: We offer 1, 3 and 5 year memberships. A 1 year membership has the option of being automatically renewed every year. Automatic renewal is processed with a $5 discount off the one year rate. You can call member services toll-free at 866-829-0993 (9am-5pm M-F EST] if you want to pay for a longer membership.
To update your healthcare directives, you must contact your estate planning professional. DocuBank is unable to make changes to legal documents. If you have already updated your documents, send them to us. You have several options:
Upload them online (Click the "Upload Documents" button on the left-hand side and select file from computer]
Email to replacements@docubank.com
Mail them to PO Box 629 Springfield PA 19064.
Fax to 610-667-1483.
If you, or your partner, pass before your membership has expired, a loved one can notify DocuBank of your passing. With the remaining time on your account, we can transfer to your partner's account (if applicable] or we can issue a pro-rated refund. * If your account was only renewed for 1 year or you are in your last year of membership when you pass, there will be no refund* The person notifying us of your passing must request the transfer of time or refund at time of notification.