Adding Or Removing A Spouse From An Account

CLIENT ADDING A SPOUSE

How does a client add a spouse to their account?

1. 1. Log in to account.
   2. Scroll down to Manage Your Account.
   3. Click Add Spouse to Your Account.
   4. Enter spouse’s info (First name, Last name, Last 4 of SSN, YOB) and click Add.

The added spouse’s info will now appear on the account and he/she can complete counseling.

CIN client wants to add a spouse

They can’t add a spouse themselves. (See below)

COUNSELOR ADDING A SPOUSE

Who can make the request to add a spouse?

Only the existing client can request their spouse to be added

Non-CIN clients with a single account

For WC:

OPTION #1

They can call the appropriate Customer Service (Cricket or UCo) during business hours to have their spouse added.

“Please call us during business hours at XXX XXX XXXX to have your spouse added to your account. Once added, your spouse will need to log into the account to take the counseling on their own.”

OPTION #2

They can go to the Account Info screen and scroll to the bottom and click the red link “add a spouse to your account.”

“To add your spouse to your account, please go to the Account Info screen, scroll to the bottom and click on the red link that says “Add a spouse to your account” and follow the prompts. Once your spouse is added they will need to log into the account to take the counseling on their own.”

For Phones:

Counselors can add the spouse and advise the client that the spouse will need to log into the account to take the counseling on their own. Do not force complete the added spouse.

1. 1. 1. 1. In the Account Security section, click Add Spouse.
         2. Enter spouse’s info (First name, Last name, Last 4 of SSN) and click Add.
         3. You must add a note to the account: i.e., “Jane added to the account per John”

The added spouse’s info will now appear on the account and you may provide the password (or PIN if OD) so he/she can complete the counseling.

Do not force complete a spouse that has been added to an account.

CIN client wants to add a spouse

Counselors cannot add a spouse to a CIN account. This must be done by CIN.

For WC:

“Please contact My Horizon Today at 866-218-1003 ext. 1 to have your spouse added to your account. Once added, your spouse will need to log into the account to take the counseling on their own.”

For Phones:

If a CIN client with a single account asks to have his/her spouse added, please refer them to MHT at 866-218-1003 ext. 1 to have the spouse added.

Alert the client that the added spouse will need to go through the counseling on their own once added.

The client’s attorney wants us to add a spouse

If the attorney calls in please reach out to OM

Do not force complete a spouse that has been added to an account.

REMOVING A SPOUSE

Who can remove a spouse from a joint account?

As long as you have verification from the caller, anyone can request a spouse be removed from an account but only a manager has the ability to remove a spouse from an account.

Please send an Action request to have someone removed.

NOTE: The spouse cannot be removed if their status is Awaiting Counseling or Completed.

CIN client wants to remove their spouse

N/A – This cannot be done.