Understanding the transition
Members who already have an Accolade account don't need to take any action until January 2027. The current Accolade app will be active through Dec. 31, 2026, and they can keep using Accolade as they do today.
Members who haven't created an Accolade account can set one up through the Accolade member portal now to make the transition to Transcarent easier. Once on the website, select Activate, then enter information as it appears on your medical plan ID card.
Beginning in January 2027, all PPO plan members will need to download the new Transcarent app.
Why Accolade is becoming Transcarent
Transcarent and Accolade were separate companies that merged in 2025. Now, Transcarent’s AI-powered products combined with Accolade’s trusted member services and navigation platforms make it easier to access care and benefits information. The new platform offers healthcare guidance and support in one place, making it simpler to find and understand care options.
What’s changing
Beginning in January, benefits navigation services will be accessed directly through the new Transcarent member portal and app instead of through Accolade.
| Current experience | New experience |
|---|---|
| Company: Accolade | Company: Transcarent |
| Mobile tool: Accolade app | Mobile tool: Transcarent app |
| Website: member.accolade.com | Website: member.transcarent.com |
| Support team: Care Advocate and nurse | Support team: Health Guide and nurse |
The transition includes a new app and updated branding, but members will be able to sign in using their existing Accolade login information if they already have an Accolade account. All Accolade information and support history will move to Transcarent, including what Transcarent Health Guides have access to.
How the transition will work
On or after Jan. 1, 2027, members with an existing Accolade account will download the new Transcarent app (App Store | Google Play) and sign in with your current Accolade username and password. All previous interactions and support history will carry forward, and Transcarent Health Guides will have access to member support history, allowing members to continue where they left off.
Note: The Transcarent platform and member services are available to members at no additional cost. Fees may apply to certain programs, such as virtual care visits (previously Accolade Care), based on the member's plan. Transcarent can help members understand which programs are free and which may have a fee.
What this means for PPO plan members
More personalized guidance
More personalized guidance
Transcarent helps connect members to benefits, programs and resources that may be relevant to their needs. Whether they have a question about coverage, need help finding care or want to learn about available programs, the platform can help guide members to the next step.
Help finding the right care
Help finding the right care
Whether a member is looking for a provider or has questions about their care options, Transcarent can help guide them to the right next step. Transcarent Health Guides will be available to provide personalized support when needed.
Easier access to information
Easier access to information
The new platform makes it easier to get answers about benefits and healthcare options. Through self-service tools and guided support, members can quickly find local providers, information about their coverage and costs, and available programs.
Benefits, care and support in one place
Benefits, care and support in one place
Transcarent brings together benefits information, care guidance and support services in a single experience. Through one platform, members can access resources, connect to care and get help navigating their options.
Faster answers, real support
Faster answers, real support
Transcarent combines technology with human support to help members get answers faster. The platform can answer common questions, explain healthcare terms and connect members to relevant resources. Transcarent Health Guides are available for personalized support.
What’s not changing
Trusted support
Trusted support
Personal support remains a core part of the experience. While the new platform includes additional self-service tools, Transcarent's knowledgable Health Guides will help members navigate their benefits, understand their care options and connect them to available resources.
Transcarent Health Guides will be available by phone and through secure messaging in the app or member portal.
PPO plan benefits
PPO plan benefits
Only the platform used to access support is changing. UC PPO plan benefits and resources remain the same.
Open Enrollment with confidence
Join a webinar hosted by Accolade to get help understanding UC's medical plan choices, provider options, transition to Transcarent, and more.
Wednesday, Nov. 4 | Friday, Nov. 13 | Wednesday, Nov. 18