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 8 a.m. and 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 diagnostic tests and test-related visits during the COVID-19 pandemic according to state and federal guidelines.

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).

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

Treatment for COVID-19 is a covered benefit and is subject to the same copays, co-insurance and/or deductibles that would apply to treatment for other infections (such as flu or other viral infection). HAP continually evaluates its policies and will provide updates if changes are made.

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. You can also use HAP’s telehealth service provided by Amwell. Your doctor or the Amwell physician will tell you what to do next. 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. All cost-sharing is waived for HAP individual, fully-insured group and Medicare members using telehealth services through April 30, even if the service is not related to COVID-19. Members who use telehealth services for COVID-19 related questions and other medical or behavioral health concerns won’t be charged a copay. Medicaid members aren’t included at this time, but HAP is in daily discussions with Michigan Department of Health and Human Services on how HAP can provide telehealth to Medicaid members. 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.

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.

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.

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 the home delivery mail order pharmacy. 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.

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 cover all medically necessary diagnostic testing and treatment related to COVID-19.  Cost-sharing for testing to diagnose COVID-19 has been waived for Medicare, Medicaid and individual members, as well as fully insured employer group customers. 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 COVID-19 testing.

Treatment for COVID-19 is subject to the same copays, co-insurance and/or deductibles that would apply to other tests and treatment (such as flu or other viral infection).

Should a member be quarantined due to COVID-19 concerns, medical benefits and skilled care would be covered as defined under the HAP Plan Benefit Package.

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

Will HAP allow employers to continue health care coverage for currently enrolled employees who are temporarily laid off or have had their hours reduced?

Yes, if the employer considers their employees actively employed (whether temporarily laid off or working reduced hours), HAP will allow their coverage to continue. 

• If an employer temporarily “terminates” an employee from their payroll system so that the person can collect unemployment, it is up to the employer to determine if they consider that person an active employee who will be returning to work. If yes, they can continue their health care coverage.
• It is up to the employer group to monitor and manage their enrollment.
• The employer is responsible for continuing to pay the premiums.
• HAP will re-evaluate these parameters at the end of April.

How will HAP handle new hires that are in their probationary/new-hire period?

The waiting period will not be affected for employees who were in their new hire/ probationary period as of March 12, 2020, and are temporarily laid off or have their hours reduced.

If an employer needs to terminate employees temporarily from their health care coverage during this time, can they reinstate the employees’ health care coverage after they return to active employment without satisfying their waiting period?

Yes, when existing employees return to work, HAP will waive waiting periods for any group that does not have “immediate coverage” for employees indicated in their re-hire policy.

Is HAP allowing a special open enrollment while we are working through COVID -19 issues for those employees who previously waived coverage? 

To help employees access care who may have previously waived coverage, we are providing fully insured small group clients the ability to establish a special enrollment opportunity, due to COVID-19, to enroll employees who did not previous enroll. The opportunity will be limited to employees who previously did not elect coverage for themselves (or their spouses or children) or who waived coverage. The enrollment opportunity will extend from March 24 to April 3, 2020. 

What if an employer needs to make enrollment changes due to life events and they are unable to do so right now?

From March 24 through April 30, 2020, an employer may make enrollment changes for employees and their eligible dependents within 60 days of a life event. Employers can continue to send an email with eligibility changes to MB_Enrollment@hap.org or self-serve using the Employer Portal.

What is HAP’s standard premium payment grace period?

We plan to continue with our grace period as defined today. For insured employer groups, we have a 30-day grace period. COVID-19 is impacting us greatly and we will continue to monitor and adjust our approach as necessary.

What if employers cannot afford to pay their premiums, due to loss of business or shutdown? Is there any relief?

HAP understands this concern and we are handling this on a group-by-group basis. The employer group should reach out to HAP to discuss. We will work closely with our agents and employer partners to determine the best course of action.

If employers can no longer afford to continue covering their employees, what options do they have?

HAP has individual plans available online or you can call (855) 948-4427. Documentation showing loss of coverage will be needed, which can be obtained by calling HAP’s customer service at 313-872-8100. Employees seeking assistance can go to www.healthcare.gov to find ACA plans that may offer premium tax credits.

Will HAP re-rate experience-rated groups due to fluctuations in eligibility due to the COVID-19 pandemic?

We do expect eligibility changes as a result of COVID-19. However, we have no plans to re-rate or change established rates due to these eligibility shifts in the short term.

Resources for small businesses:

• U.S Small Business Administration - Small business guidance and resources: coronavirus and COVID-19
• Michigan Small Business Relief Program -  Press release about vital funding for state's small businesses gains Michigan strategic fund support
• Michigan Economic Development Corporation - Resources for Michigan businesses during COVID-19

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. Here's what we are doing for COVID-19: 

• HAP is waiving member cost-sharing for diagnostic tests and test-related visits during the COVID-19 pandemic according to state and federal guidelines.
• All cost-sharing is waived for HAP individual, fully-insured group and Medicare members using telehealth services through April 30, even if the service is not related to COVID-19.
• HAP offers free in-home delivery of medications through Pharmacy Advantage.

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.

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