FAQs: Provider Portal Questions and Anwers

Provider Portal FAQs

Q:Where do I go to sign up for the Maddy Provider Portal?

Our Maddy Provider Portal can be found directly at https://provider.maddyportal.com.

Q:What does the Maddy Provider Portal allow me to do?

The WEA Trust’s Maddy Provider Portal allows you to:

  • Check claim status
  • Verify patient eligibility
  • View coverage information
  • Submit and check status of authorizations
  • Send and receive secure messages
  • Submit claims resubmissions

Q:Why can't I see chiropractic services, physical therapy, occupational therapy, or speech therapy authorizations in the portal?

In order to search or view PT/OT/ST authorizations, you will need to go to Magellan.  You can also access the Magellan link from the Provider portal home page.

Q:What browsers are supported?

  • Chrome
  • Firefox
  • Edge
  • Safari

Q:Will the Maddy Provider Portal work on my mobile device?

Yes. The portal has been optimized for desktop but you can access it on a mobile device.

Q:How long does it take to get approved for a portal account?

It can take up to 5 business days to review and process a portal account.  You will receive an email regarding the status of your account.


If you do not receive an email about your account status after 5 business days of requesting your portal account, please email Provider Portal Account Support PortalAccountSupport@NeuGenHealth.com.

Q:What do I do if I forget my username or password?

Click here. You will be required to answer a few questions in order to reset your username and/or password.  

Q:Why does my temporary password not work?

Please ensure that you have entered it correctly.  If not, you can request another password by using the Forgot your username or password link.  If you are still having trouble, contact Customer Service at 1.800.279.4090.

Q:Why was my portal account denied?

If you received an email indicating that your account has been denied, you can submit a new portal account request. Please ensure you submit valid TIN(s) and/or business email address.

Q:Why did I receive an email stating that I have not logged into my account in the past 60 days?

This email indicates your account has been inactive for 60 days. Please log in as soon as possible to ensure that your account remains active. For the protection of member information, your account will be deactivated after 90 days of inactivity. 

Q:Why was my portal account disabled?

For the protection of member information, portal accounts are disabled after 90 days of inactivity. An email was sent after 60 days of inactivity notifying you that you would need to log into the account in order to remain active. If your account has been disabled, please contact Customer Service at 1.800.279.4090 to reactivate your account.

Q:What happens with my portal account if I leave my current clinic or facility?

If you leave an employer with whom you had an active portal account, please contact Customer Service at 1.800.279.4090 to deactivate the old portal account. You can also send a message via the Ask a Question link in the portal to request that your account be deactivated.

Q:What happens with my portal account if I move to another clinic or facility?

If you leave an employer with whom you had an active portal account, you will need to reapply for a new portal account providing the proper TINs and associated email address.  

Q:How often is data in the portal updated?

Data is updated daily. Information presented in the portal represents information processed as of the previous day.

Q:How much claim history is being represented in the portal?

The portal will include a rolling 18 months’ worth of data.

Q:How much Authorization history is being represented in the Portal?

The portal will include a rolling 18 months’ worth of data.  

Q:How often are claims paid?

Claims payments are made on Thursdays, unless there is a Federal holiday scheduled. In that case, the payment date would move to another day during the same week.

Q:I registered for a portal account, but I can't see all of my claims. What should I do?

If you need access to additional information, please click the profile link in your account. From here, you can click on “Please click here to update your information.” You will then be able to request additional TINs to be added to your account. Your request will be processed within 5 business days.


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P.O. Box 211438
Eagan, MN 55121


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