Coronavirus (COVID-19) and your HAP coverage

What should I do if I think I have symptoms of COVID-19?

If you believe you have symptoms, contact your physician office by phone or email. Your physician will ask you questions about your symptoms and will tell you what to do.

If you have general questions about COVID-19, Henry Ford Health System has set up a hotline at 313-874-1055. This hotline hours of operation are from 8 a.m. to 5 p.m. Monday through Friday.

If you have urgent questions outside of these normal hours, contact the Henry Ford Health System nurse line at 313-874-7500.

For the latest information on COVID-19, click here.

Will HAP waive cost-sharing for COVID-19 tests and test-related visits?

HAP will waive member cost-sharing for COVID-19 diagnostic tests and test-related visits during the public health emergency according to state and federal guidelines. This cost-sharing waiver applies to testing from in-network or out-of-network providers and is currently in effect for services rendered through April 21, 2021.

Member cost-sharing for all other diagnostic tests will continue to apply. Self-insured employer group customers control their own health benefits; employees of self-funded employer groups should confirm cost-sharing when seeking services.

What is the difference between a diagnostic test vs. an antibody test?

• A diagnostic test determines if a person has an active COVID-19 infection.  Tests are generally considered accurate if given by a medical professional five to 10 days after initial exposure. 
• An antibody test determines whether a person already had a COVID-19 infection.  If so, the person may have some level of immunity.   These tests are generally considered accurate if given by a medical professional seven or more days after COVID-19 symptoms begin.  It’s important to note that the FDA has not authorized the use of antibody tests to diagnose COVID-19 infections and the CDC does not currently recommend using antibody testing as the sole basis for diagnosing a COVID infection.  So if you think you may have COVID, you will want to get a diagnostic test to make sure.

Can anyone request to be tested for COVID-19 as a precaution, or do I need to be showing symptoms?

HAP will continue to follow the guidance and protocols issued by the U.S. Centers for Disease Control and Prevention (CDC), Centers for Medicare & Medicaid Services (CMS), Food and Drug Administration (FDA), and state and local public health departments.  Currently CDC recommends that if you believe you have been exposed to COVID-19 or have symptoms that may need testing, call your physician.  The CDC recommends that physicians use their judgment to determine if a patient has signs and symptoms compatible with COVID-19 and whether the patient should be tested.  Most patients with confirmed COVID-19 have developed fever and/or symptoms of acute respiratory illness (e.g., cough, difficulty breathing).  Physicians are strongly encouraged to test for other causes of respiratory illness, including infections such as influenza.

Here are the criteria the CDC is encouraging health care providers to use in determining whether to test someone for COVID-19.  Anyone who has:

• Fever or signs/symptoms of lower respiratory illness (like cough or shortness of breath) AND has come in close contact with a laboratory-confirmed COVID-19 patient within 14 days of symptom onset.
• Fever and signs/symptoms of a lower respiratory illness (like cough or shortness of breath) requiring hospitalization AND a history of travel from affected geographic areas within 14 days of symptom onset.
• No identified source of exposure to COVID-19 but is experiencing fever with severe acute lower respiratory illness like pneumonia or acute respiratory distress syndrome (ARDS) that requires hospitalization AND is without an alternative diagnosis to explain those symptoms (like regular flu or other respiratory infection).

Testing criteria for COVID-19 has been expanded in Michigan to include individuals with mild symptoms as well as essential workers who still report to work in person, whether they have symptoms or not.  Please call the testing site or your health care provider before you go for testing. The criteria for determining whether you are an essential worker can be found on the State of Michigan website here. 

If I become infected with COVID-19, is treatment covered by HAP?

Yes, treatment for COVID-19 is a covered benefit. HAP will waive member cost-sharing (which includes deductibles, copays and co-insurance) for treatment related to an acute diagnosis of COVID-19 infection. This cost-sharing waiver is for inpatient or outpatient treatment from an in-network provider and is currently in effect for services rendered through March 31, 2021. HAP does not waive cost sharing for treatment of ongoing complications stemming from a previous COVID-19 diagnosis.

Is antibody testing covered by HAP?

HAP will waive member cost-sharing for the COVID-19 antibody test during the public health emergency as long as the test is FDA approved and is ordered by a qualified health professional who has determined that the test is medically appropriate for the individual according to CDC recommendations.

Is rapid testing covered by HAP?

HAP will waive member cost-sharing for a rapid COVID-19 test during the public health emergency as long as the test is FDA approved and is ordered by a qualified health professional who has determined that the test is medically appropriate for the individual according to CDC recommendations.

Can I get the a COVID-19 diagnostic test at an urgent care center?

HAP will waive member cost-sharing for diagnostic COVID-19 tests performed at an urgent care setting if the test is FDA approved and is ordered by a qualified health professional who has determined that the test is medically appropriate for the individual according to CDC recommendations. Note: Some urgent care locations require payment for the COVID-19 test in advance.  Please contact HAP Customer Service for additional information.

Does HAP cover COVID-19 tests at drive-through sites?

HAP will waive member cost-sharing for diagnostic COVID-19 test performed at a drive-through setting, if the test is FDA approved and is ordered by a qualified health professional who has determined that the test is medically appropriate for the individual according to CDC recommendations. Note: Many drive-through locations require payment for the COVID-19 test in advance.  Please contact HAP Customer Service for additional information.

Does HAP cover at-home COVID-19 diagnostic tests?

HAP will waive member cost-sharing for at-home COVID-19 diagnostic tests during the public health emergency if the test is FDA approved and is ordered by a qualified health professional who has determined that the test is medically appropriate for the individual according to CDC recommendations. The accuracy of at-home testing is still uncertain and these are not widely available.

Does HAP cover employer-required testing?

Testing required by employers, such as tests necessary to allow employees to return to work, is not a covered benefit. The employer and/or member is responsible for the cost of these tests

How can I find a COVID-19 testing location and confirm that the antibody test is available there?

The State of Michigan website includes a link to current testing sites. Please call the testing site or your health care provider before you go for testing and verify that your medically necessary test is available at that site. The list of testing sites can be found here.

What should I do if I receive a bill?

If you receive a bill for member cost-sharing that you believe should have been waived, please contact HAP customer service using the phone number on the back of your ID card. Due to the changing nature of the pandemic, we’ve experienced inconsistencies in billing for COVID-19 related services so we’re happy to investigate any charges you feel you’ve received in error.

What should I do if I receive a call, text or email indicating I'm not covered for COVID-19?

HAP is here for our members. If you receive a call, text or email indicating you’re not covered for a test or treatment you believe should be covered, call your trusted agent or HAP customer service at 800-422-4641. Our team is here for you and will answer any questions you have regarding your coverage, including coronavirus coverage.

Does HAP cover COVID-19 testing for screening or surveillance purposes?

COVID-19 testing conducted to test for general workplace safety or public health surveillance, or for any purpose not primarily intended for the individualized diagnosis or treatment of COVID-19 or another health condition is not a covered benefit.  This includes (but is not limited to) screenings for:

• Sports participation
• Workplace, occupational or return-to-work testing
• Admission or visitation screening for educational or religious institutions, or dorms, residential or nursing facilities, etc.
• Travel or vacation
• Disability or insurance reasons
• Routine physical or check-up evaluations
• Testing that has not been ordered by a qualified health care provider
• Testing that is not used to direct the member’s health care

What is HAP doing to provide financial relief for members?

HAP is waiving member cost-sharing for certain services as noted elsewhere. See sections on Testing and Treatment, Telehealth, Prescription Coverage, and Seeking Care Unrelated to COVID-19 for more information.

When should I use telehealth?

If you believe you have COVID-19 symptoms, first contact your doctor via phone. If your doctor can provide care virtually, you can make an appointment directly there. If eligible, you can also use HAP’s telehealth service provided by Amwell. Your doctor or the Amwell physician will tell you what to do next. (Amwell is not available to Medicaid or MI Health Link Members.) Please DO NOT go to a health care facility until you’re told to do so. This is an important step in stopping disease transmission.

HAP members with any symptoms – even those unrelated to COVID-19 – or who have non-emergency medical or behavioral health needs, are encouraged to use telehealth services during this time of social distancing, which helps prevent transmission of the virus.

Are telehealth visits a covered benefit?  

Telehealth visits are an important line of defense during the COVID-19 pandemic. Cost-sharing is waived for HAP individual, fully-insured group, Medicare, Medicaid and MI Health Link members using telehealth services related to a COVID-19 diagnosis through April 21, 2021. Member cost share will apply for telehealth services that are not related to an acute diagnosis of COVID-19 infection. Self-insured employer group customers control their own health benefits and HAP is working with its self-insured customers to determine how they will cover telehealth services.

Eligible members who have an established relationship with a behavioral health provider can reach out directly to the provider’s office to confirm their telehealth capabilities. All members with questions related to behavioral health can call customer service or the mental health services number on the back of their HAP ID card.

What telehealth options are available?

Many physician offices now provide options for telehealth services. Due to COVID-19, a doctor’s visit using any kind of video/audio call technology (for example, Facetime or Skype) will be considered a telehealth visit.

You can also use our service Amwell®, which connects HAP members to board-certified doctors 24 hours a day, 7 days a week, using their phone, tablet or computer. NOTE: When prompted for a service key, members must use: HAPMi. If this code isn’t entered, you may be charged.

The Amwell telehealth option cannot be used for behavioral health visits at this time. The Amwell telehealth option is also not available for Medicaid and MI Health Link members.

How do I use Amwell? 

Amwell is HAP’s partner in telemedicine with 24/7 access to doctors. To access Amwell: 

• Download the Amwell: Doctor Visits 24/7 iOs or Android mobile app or visit amwell.com
• Enter your information and click "Sign Up."
• When prompted for a service key, use: HAPMi. If this code isn't entered, you may be charged.

Once in the Amwell app, select "Get Started." You can then choose from available providers.

NOTE: as long as you enter the HAPMi service key, the $59 Visit Copay (as seen in this screenshot) will be waived ($0) at the end of your visit.

This option is available to all HAP members, except Medicaid members.

What does Amwell offer?

Amwell offers:

• Your choice of trusted, U.S. board-certified doctors and therapists
• Peace of mind with a doctor “on call” 24/7 to provide quality care
• Consultation, diagnosis, and prescriptions (when appropriate)

How long does it take to see a doctor if I use Amwell?

During this time, Amwell is targeting an average wait time of less than 15 minutes. If more than two patients are waiting, Amwell will offer to call you back so you don’t have to hold and you won’t lose your place in line. 

How do I add my spouse for Amwell?

Your spouse should create a separate account to enroll.

How do I add a child to my Amwell account?

Parents and guardians can add their children who are under age 18 to their account and have doctor visits on their behalf. Enroll yourself first and then add your child or dependent to your account. NOTE: When prompted for a service key, dependents also must use: HAPMi.

What should I do if I have a child over 18 still on my health insurance?

They should enroll in Amwell as an adult and create their own separate account.

What if I need more information about Amwell?

Contact the Amwell support team at 855-818-3627 or support@americanwell.com.

Should I be afraid to go to the doctor at this time?

It is very important to seek care when you need it.  Doctors and hospitals have taken great strides to create a safe environment for those patients who need in-person care.  Call your doctor first and they can help you determine if you need an in-person visit or whether a telehealth visit is best.

If you have a chronic condition, please maintain regular contact with your doctor.  If left untreated, chronic conditions can become worse and result in further complications.  

As always, if you need emergency medical attention, call 911.

Is HAP waiving copays for doctor visits not related to COVID-19?

Member cost share will apply for telehealth services that are not related to an acute diagnosis of COVID-19 infection. Self-insured employer group customers control their own health benefits and HAP is working with its self-insured customers to determine how they will cover telehealth services.

Am I able to refill my prescriptions early?

HAP is allowing members to refill prescriptions early so you can have an adequate supply on hand.

For its individual, Medicare and dual-eligible Medicare/Medicaid members, as well as employer group customers, HAP already allows a 90-day supply for eligible maintenance medications at retail pharmacies and through a free in-home delivery pharmacy (Pharmacy Advantage). The list of eligible maintenance medications is found on your HAP formulary, which is a list of covered medications.

For Medicaid members, fills are limited to a 30-day supply (per state regulation), but early refills are currently being allowed.

Note that for all members, specialty drugs are limited up to a 30-day supply. Specialty medications are available by home delivery from the specialty pharmacy.

For additional safety and convenience, HAP offers free in-home delivery of medications through Pharmacy Advantage. Learn more about HAP's home delivery options or call Pharmacy Advantage toll free at 1-800-456-2112.

Can I get prescriptions delivered to my home?

Yes. HAP offers free in-home delivery of medications through Pharmacy Advantage. The standard shipping costs on your medications are free. Learn more about HAP's home delivery options or call Pharmacy Advantage toll free at 1-800-456-2112.

Can I get prescriptions delivered out of state?

Yes. HAP offers out of state delivery of medications through Pharmacy Advantage. The standard shipping costs on your medications are free. Learn more about HAP's home delivery options or call Pharmacy Advantage toll free at 1-800-456-2112.

Does HAP have someone for members to talk to about their mental health?

Yes. Call HAP’s Coordinated Behavioral Health Department at (800) 444-5755. You can call us 24/7.

Does HAP cover behavioral health visits using telehealth?

Eligible members who have an established relationship with a behavioral health provider can reach out directly to the provider’s office to confirm their telehealth capabilities. All members with questions related to behavioral health can call customer service or the mental health services number on their HAP ID card. 

Does HAP have any mental health reading resources?

Yes. Read our Balanced Living blogs:

• Taking care of your mental health during the COVID-19 crisis
• Helping children cope during the COVID-19 crisis
• Social distancing doesn’t have to mean social isolation

Who can I call if I’m overwhelmed with feelings like sadness, depression, or fear? Or, I feel like I want to harm myself or others?

• 911
• Substance Abuse and Mental Health Services Administration’s (SAMHSA’s) Disaster Distress Helpline: 1-800-985-5990 or text TalkWithUs to 66746. (TTY 1-800-846-8517)

Does the State of Michigan offer any well-being resources?

Yes. MI Bridges, through the Michigan Department of Health & Human Services, has a whole network of Area Agencies on Aging and local volunteers waiting to help you get the support you need. Fill out this form, and they’ll get to work.

If I travel overseas and can’t get back to the U.S. or am quarantined, what can HAP do to assist me?

HAP partners with Assist America, which provides 24/7 travel assistance to HAP members who travel 100 miles or more from home.  Assistance includes a wide range of travel emergencies, including emergency medical evacuation, at no extra cost.  If you become ill or hurt in a place where proper care isn’t easy to get, Assist America will arrange to get you to the nearest quality hospital or care center.

Transportation response time is directly related to the location and jurisdiction where an event occurs. Assist America abides by local government regulations within each country. If a quarantine is put in place, Assist America is unable to provide evacuation services under that situation. The quarantined member should abide by the local quarantine rules until the quarantine is lifted.

If a HAP member is quarantined due to COVID-19 concerns, Assist America does not cover quarantine-related expenses.  And Assist America does not reimburse for services that are not arranged through Assist America.

If I am quarantined in my home, in a hospital, on a cruise ship or in some other facility due to coronavirus concerns (whether I’m showing symptoms or being quarantined as a precaution), are my expenses covered?

HAP will waive member cost-sharing for testing of COVID-19, according to state and federal guidelines. The cost-sharing waiver is in effect for the duration of the public health emergency.

HAP will waive member cost-sharing (which includes deductibles, copays and co-insurance) for treatment related to an acute diagnosis of COVID-19 infection. This cost-sharing waiver is for inpatient or outpatient treatment from an in-network provider and is currently in effect for services rendered through March 31, 2021. HAP does not waive cost sharing for treatment of ongoing complications stemming from a previous COVID-19 diagnosis.

Non-medical expenses – housing, hotel, food, travel expenses, missed work, disability claims – are not covered under the policy.

What should I do if I receive a call, text or email indicating I'm not covered for COVID-19?

HAP is here for our members. The details of what HAP is covering are listed above. If you receive a call, text or email indicating you’re not covered for a test or treatment you believe should be covered, call your trusted agent or HAP customer service at 800-422-4641. Our team is here for you and will answer any questions you have regarding your coverage, including coronavirus coverage.

What should I do if I'm asked to provide Medicare information, membership numbers or personal details?

• Be a smart consumer, be aware of fraudulent activity.
• Protect your personal information or HAP membership information. Only provide your information to a trusted resource. 
• Call your agent or HAP customer service at 800-422-4641. Our team is here for you and will answer any questions you have regarding your coverage, including coronavirus coverage. 
• Report suspected fraud schemes related to the coronavirus by calling the National Center for Disaster Fraud hotline 866-720-5721 or by e-mailing the NCDF at disaster@leo.gov.

What types of scams are happening? 

The United States Department of Justice has outlined COVID-19 related scams. There have been reports of:

• Individuals and businesses selling fake cures for COVID-19 online and engaging in other forms of fraud.
• Phishing emails from entities posing as the World Health Organization or the Centers for Disease Control and Prevention.
• Malicious websites and apps that appear to share virus-related information to gain and lock access to your devices until payment is received.
• Seeking donations fraudulently for illegitimate or non-existent charitable organizations.

Visit justice.gov for more information. 

How can I protect myself from fraudulent activity?

Members should be cautious of any unexpected calls or visitors offering COVID-19 tests or supplies. Ignore offers or advertisements for COVID-19 testing or treatments on social media sites.

If you believe you have symptoms, contact your physician office by phone or email. Your physician will ask you questions about your symptoms and will tell you what to do. Many health systems have set up patient hotlines. 

If you have general questions about COVID-19, Henry Ford Health System has set up a hotline at 313-874-1055. This hotline hours of operation are 8 a.m. and 5 p.m. Monday through Friday.

HAP's Balanced Living blog is filled with the latest health and wellness news, tips and answers to your questions by HAP experts, as well as helpful ideas to improve your well-being.

Here's the latest COVID-19 content: 

• How the CARES Act is helping businesses and HAP members 
• Helping children cope during COVID-19 crisis
• Save time and make life easy with prescription delivery service
• Talk to a doctor online, anytime, from anywhere
• Social distance doesn't have to mean social isolation 
• Need support through the COVID-19 pandemic? These community resources could help