Frequently asked questions

Below is a list of frequently asked questions about your medical plan with Eastern Pacific Shipping. It covers topics such as plan types, how the medical plan works, and common IT issues. If you can’t find the answer you’re looking for, feel free to reach out to us via the 24/7 chat located in the bottom right corner.

The different plans

How do I know which plan I am under?

You should have received a welcome letter from Marine Benefits indicating which plan you are on. Your plan is based on your years of service with Eastern Pacific Shipping. Please refer to the illustration below to see the plan structure – but be sure to confirm your specific plan by checking your welcome letter. If you don’t see it in your inbox, it may have ended up in your spam or junk folder.

If I move to a plan with a higher limit during the year, does my limit reset, or is the amount I already used taken off the new limit?

If you start on one plan and use part of the benefit limit, then move up to a plan with a higher limit within the same year, the amount you’ve already used will be deducted from your new plan’s limit. However, once your coverage year renews, your limit will reset to the full amount of the plan.

If I worked at EPS before, left, and came back, does my earlier time count toward which plan I am under?

The scheme is based on consecutive years of service time with Eastern Pacific Shipping.

Medical Plan

How do I know if an illness or procedure is covered?

The Schedule of Benefits and a summary of the Marine Benefits Medical Plan are included in your welcome package for guidance. These are also accessible anytime through the member portal or mobile application. For specific coverage questions, find your local hotline number on the support page, or by logging in to the portal or mobile app. You can also call our global hotline or use our 24/7 chat support.

Do the limits apply to each person individually or to the entire family as a whole?

The limits are valid for each individual, not per family. Meaning, if you are on a plan with an annum limit of 10,000 USD, you, your spouse and children each have 10,000 USD within the year.

What is a dependent?

Under this plan, a dependent can be your spouse (husband or wife) and children, depending which plan/tier you are under.

Can I add other family members such as parents, nieces/nephews to the plan?

The plan covers spouse and children only. This is the standard setup for most insurance plans. Parents, nieces, and nephews etc. aren’t eligible for coverage under this plan.

Will my medical information be shared with my employer?

When you create a membership profile, you will be asked to give your active consent. This allows Marine Benefits to store your medical information, however, this is only between you and Marine Benefits, and all medical information is confidential and not shared with your employer.

Member portal and mobile app

How do I create a membership profile?

To learn more about your medical plan and have access to all information on how to use the health benefit, you will need to create a profile through our mobile app or member portal. To view a step-by-step guide, please click here.

Do my spouse and children also have to create their own account?

Yes, all members over the age of 16 are required to create their own member account.

Can I change my country of residence in the app?

The first time you log in to the member portal or mobile app, you (the seafarer) will be asked to confirm your country of residence. If the information provided is incorrect, you are able to change the country. Once confirmed, you won’t be able to change this information yourself. If you need to update your country of residence, name, date of birth, or rank/job after you have confirmed, please email membersubmission@marinebenefits.no for assistance.

My personal details such as name, date of birth or rank/job are incorrect in the member portal/app, how can I fix this?

If your name, date of birth or rank/job title need to be corrected, please email membersubmission@marinebefits.no.

I have received “an unexpected error occurred while looking up your account” error

Please check that the registration information you have entered is the exact same as listed in your welcome letter, or in the system of your employer. If the issue persists, please chat with us via our 24/7 chat located in the bottom right corner.

I have received a “no user found” error

Please check that the registration information you have entered is the exact same as listed in your welcome email, or in the system of your employer. If the issue persists, please chat with us via our 24/7 chat located in the bottom right corner.

I have received “email address is not correct” message when trying to login

I have received “password not matching” message when trying to login

Please double check that both password fields are identical. If you are still having problems, please chat with us via our 24/7 chat located in the bottom right corner.