Included Health is a benefit provided at no cost to you by Southwest Airlines that offers Second Medical Opinions. Have a leading specialist review your diagnosis or treatment plan – Included Health will gather your medical records, find a specialist, and keep you updated along the way.

Employees and their family members enrolled in a BenefitsPlus medical plan (Choice Plus Plan, Choice Plan C, or Health Savings Plan) have free access to Included Health’s Second Medical Opinion services. Employees who waived medical coverage or enrolled in the Regular Plan are not eligible.

Use Included Health when:

• You need an expert. We get you a second opinion from a world-leading expert.
• You need support. We help you make tough medical decisions or help you decide if your recommended treatment path is right for you.
• You need answers. We tell you everything you need to know about a new diagnosis or existing condition.

You can access services through this website, via the Included Health app, or by calling 833-938-9956. Activate your account to get started.

Included Health is provided to you at no cost through Southwest Airlines, and available to you and your eligible family members.

Included Health expert physicians span all conditions and specialty areas, including: back and knee pain, cancer, heart disease, arthritis, behavioral health disorders, migraines, digestive system disorders, dermatology, pediatrics, ACL tears, and much more.

Any personal health information you share with Included Health is held confidentially and will not be shared by us, unless authorized by you, or where legally permissible and/or required under applicable law.

No. Included Health is not a medical plan and will not affect who your insurance carrier is today. 

The Included Health app and microsite (includedhealth.com/southwest) will remain active to support Southwest Airlines members who would like to engage in getting a Second Medical Opinion. Through Second Medical Opinion, you can have a leading specialist review your medical records or a diagnosis, and they’ll assist with a treatment plan.

Your past completed services with Included Health will remain in your profile, and you will be able to access Second Medical Opinion services by logging into the Included Health app or microsite.

Included Health has provided information on your care plan to your insurance carrier (Aetna or UMR) care and case management team to ensure a smooth transition. After January 1, 2026, your insurance carrier’s care and case management team will reach out to you to support you with your care plan. If you have questions or would like to reach out to your carrier proactively, see below contact information:

• Aetna: 833-361-0227
• UMR: 800-446-8182

Included Health will continue to provide support for claims that were in process before December 31, 2025. Starting January 1, 2026, you will need to contact your insurance carrier (Aetna, UMR, or Cigna). If you have questions or would like to reach out to your carrier, see below contact information:

• Aetna: 833-361-0227
• UMR: 800-446-8182 (for claims starting January 1, 2026)
• Cigna: 888-588-4792 (for claims through December 31, 2025)

You can work directly with your insurance carrier for claims advocacy services starting January 1, 2026. See below contact information:

• Aetna: 833-361-0227
• UMR: 800-446-8182(for claims starting January 1, 2026)
• Cigna: 888-588-4792 (for claims through December 31, 2025)

You can work directly with your insurance carrier to find providers starting January 1, 2026. See below contact information:

• Aetna: 833-361-0227 or aetnaresource.com/n/southwest-airlines

UMR: 800-446-8182 or go.umr.com/Southwest

Yes.  Call your insurance carrier’s 24-hour Nurse Line to speak with a registered nurse for fast expert advice on symptoms, side effects, and more—all at no cost to you. See below contact information:

• Aetna: 833-361-0227
• UMR: 800-446-8182

To find information on all your benefits, you may go to swatotalrewards.com.