Frequently asked questions

You probably have some questions, so we answered some in advance for you. If you need more help, please contact Customer Service.

Q. Who's eligible?

A. To be eligible, you must have a HAP Medicare Advantage plan. All eligible members within a household can participate. Rewards for tests and services will only be given to those who register for Healthy Living Rewards program. The service or test must be completed between Jan. 1 and Dec. 31, 2020 to qualify for a reward.

See rewards.

Q. Do I have to register to participate by a certain date?

A. Yes, you must register for the program by Oct. 31,2020.

Q. What if I had services in 2020 before I registered for the program? Can I still receive the reward?

A. You must register for the program by Oct. 31, 2020. Once you have registered, HAP will review services you received starting from Jan. 1, 2020. We’ll send you a list of services that qualify for rewards, tailored just for you.

Q. What are the rewards?

A. Reward amounts can be found here. Rewards are given in the form of a InComm Incentives voucher.

Q. How are rewards redeemed?

A. Members who qualify for rewards will receive a voucher for the value of the rewards you earned from InComm InCentives. It’ll be mailed to your home. The voucher is then redeemed for a gift card. There is a long list of merchants to choose from. Vouchers can be redeemed online or by mail. A form will be sent with the voucher that you can use to redeem by mail.

Q. How many rewards can I get?

A. You can get a reward for each type of qualifying service you get in 2020. But remember, rewards are only given for the services in the chart. And the services have to be completed between Jan. 1 and Dec. 31, 2020.

See eligibility chart.

Q. Can I get more than one reward for each service?

A. No. You may only receive one reward per type of test each year. For example, if you are a member with diabetes and get your HbA1C test more than once in the year, only one of the tests will qualify for a reward. Or, if you had a colonoscopy, you would not be eligible for another reward if you complete another screening in the colorectal screening opportunity. You can, however, receive additional rewards for different qualifying services received between Jan. 1 and Dec. 31, 2020. For example, if you received an HbA1C test and a colonoscopy between Jan. 1 and Dec. 31, 2020, both of those services would qualify.

Q. How do I know what services I need to complete, or that I am due for?

A. After we receive your registration form, we’ll send you a list of eligible services you can get a reward for. It’ll be tailored just for you.

Q. When do services need to be completed?

A. Services need to be completed between Jan. 1 and Dec. 31, 2020.

Q. My eye doctor is not affiliated with HAP, or my vision benefit is not with HAP; how do I notify you that I had my retinal exam?

A. After we receive your registration form, we’ll send you a list of eligible services tailored just for you. Within that mailer, we’ll also include a form you can use to let us know you had the diabetic retinopathy test. You can also fill it out online here. You will need to complete this form and submit it in order to receive the reward. Remember, if you do have vision coverage from HAP and use your coverage for your exam, you will not need to fill out anything.

Q. How does HAP know I had a service?

A. When you get a service, your doctor sends a bill, called a claim, to HAP. We will review claims on a quarterly basis to see if you got any of the services that qualify for a reward.

We’ll also review any forms you submit for a retinal exam for members with diabetes or health status discussions with your doctor.

Q. How do I get my reward?

A. Your reward will be sent to you by mail from our vendor, InComm InCentives. It will be in the form of a voucher.

Q. Upon receiving the voucher from InComm InCentives and requesting my gift card, when can I expect to receive the gift card?

A. It’s pretty quick. If you go online and pick your gift card, it’ll ship the same day or next business day, or you can get it via email. If you mail in the form, it will take about two weeks to get to you. They’re sent via U.S. mail.

Q. How are rewards paid out if multiple services have been completed? In one lump sum or multiple gift cards?

A. You’ll receive a reward for any service that qualifies between Jan. 1 and Dec. 31, 2020. We’ll be checking to see if you’re eligible for a reward every quarter. For example, for claims received through March 31, 2020, HAP will review the information submitted by your doctor and send your applicable reward within 6-8 weeks. This process will continue each additional quarter. So, it depends on what services you had, when you had them and when your doctor sent in the claim to HAP. Once you get a voucher from InComm InCentives, you can split it up if you want. But know that some of the options have a minimum amount for each gift card. For example, if you had a $20 voucher, you could get two $10 gift cards from two different merchants or the same merchant.

Q. Do I have to pay my physician to get these services completed?

A. Please refer to your Annual Notice (ANOC) of Change or your Evidence of Coverage (EOC). These documents are mailed to you, or you can find them online when you log in at hap.org and click "My Plan Documents."

Q. Do I have to claim my reward by a certain date?

A. No. You don’t have to claim your reward from InComm InCentives in any set time frame.

Q. What if I completed a service that is eligible for a reward before Jan. 1, 2020 and am not due for it again this year?

A. In order to receive a reward, services have to be completed between Jan. 1 and Dec. 31, 2020. Services completed before Jan. 1 will not apply toward this reward program.

Q. I misplaced the form for the retinal exam or the discussions with my provider. Where can I find them?

A. That’s easy – right here!

1. Retinal eye exam for members with diabetes.
2. Health status discussions with your provider.

Q. How do I register?

A. There are two ways to register for the program:

1. Complete and return the registration form that was mailed to your home.
2. Register online by filling out the form here.