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 member information with any outside parties. You can view the complete privacy statement here.
DocuBank delivers your critical healthcare directives and information anywhere in the world. During a scheduled hospital admission, simply ask staff for their email or fax number and follow the instructions on the card to have your information delivered instantly. The wallet card and alert stickers let hospital staff know how to obtain your important information in a medical emergency. Keep your DocuBank card next to your driver's license so it will be quickly identified in a medical crisis. For more information, click here.
DocuBank delivers all Healthcare Directives and critical medical information. Your directives can include but are not limited to your: Living Will, HealthCare Proxy, HIPAA Release, and Organ Donation forms. Along with the allergy and medical conditions printed on your card, DocuBank also delivers the names and contact information for emergency contacts, a list of medications, and critical medical information listed in Medical Snapshot.
In 75% of cases, Healthcare Directives are not available at the hospital when they are needed. With DocuBank, you have the peace of mind of knowing your important documents will be at the hospital when you need them most. For more information, click here.
DocuBank travels with you worldwide. Your directives can be delivered anywhere in the United States by using the toll-free number 1-800-DOCUBANK (1-800-362-8226) and internationally using www.getdirectives.com.
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 orange My Account button on the top of your page on the right side of the screen (After you are logged in). Choose Security & Password from the drop down. Enter your current password and then type in a new password of your choosing. Your new password should be at least 8 characters long. Click the orange Update Password button when you're done.
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, it is used to verify the identity of anyone calling in trying to update your account.
To change or add a security question, click the orange My Account button at the top right of your page (after you are logged in). Choose Security & Password from the drop-down. Use the Security Question portion of the screen to add or edit this information. Click the Update Security Question button when complete.
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.
You can access your medication list from the icon on your main dashboard, or through Medical Snapshot. Your medication list screen is here. Please view the helpful how-to video for instructions on adding and updating your list.
We are happy to replace your card at no charge. To request a new card, click the Order a Replacement Card button located on your Dashboard, located below your card image.
You can also 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).
Click the View My HealthCare Directives located on your Dashboard. This will open your complete DocuBank document set, including your medication list, Medical Snapshot and your directives, as a PDF in a new window.
If you'd like to do more than simply look at your documents, click the Manage My Healthcare Directives icon on the member dashboard. Watch the helpful how-to video there for instructions on viewing and updating your directives.
Where is the rest of my estate plan?
DocuBank's main purpose is to quickly deliver your Healthcare Directives and medical information. 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.
You must contact your estate planning professional to make changes to your legal documents and/or follow the regulations regarding healthcare directives in your state. DocuBank cannot make changes to your documents. If you have already updated your documents, you can replace them at no charge.
You have several options:
To update your healthcare directives, click Manage My Directives from the member dashboard. Click here to go to that page. Here you can upload them online. If you would prefer to send them without using the Dashboard, you can:
Email to replacements@docubank.com
Mail them to PO Box 629 Springfield PA 19064.
Fax to 610-667-1483.
Be sure to mention your member number if possible.
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.
Retail rates are $65 for a one-year membership, $150 for a three-year membership, $235 for a five-year membership. Rates are per person. Discounts may be available thru participating DocuBank Partners. Renewal Rates Differ.
Your DocuBank membership will automatically be canceled on your expiration date. To cancel your membership before your expiration date, email us (memberservices@docubank.com) with your member number and your cancellation request. Alternatively, you can call us directly at 866-829-0993 and request to cancel.
Yes. We offer automatic renewal for 1-year memberships, and choosing this option gives you a $5 discount. If you renew without automatic renewal and later decide to switch, we can manually set it up for the following year. Discounts are not reimbursed for renewals already processed without automatic renewal.
While we don't yet officially offer a paperless option, we can accommodate your request. If you would like to go paperless and receive communications only via email, please email us (memberservices@docubank.com) or call us at (800-829-0993).