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HAP individual member information

Health care should be simple. This guide helps you use your HAP plan, find information, get services and manage your account and payments.

For more help, call HAP customer service:

  • HMO plans: (800) 759-3436 (TTY: 711), Monday to Friday, 8 a.m. to 7 p.m.
  • PPO plans: (800) 944-9399 (TTY: 711), Monday to Friday, 8 a.m. to 7 p.m.

Getting started with your HAP plan:

  • Make your first payment

    Pay online at hap.org/login or call (888) 735-2542 (TTY: 711).

  • Get your ID card

    Mailed after your plan starts. You can also download it from your member account.

  • Set up your online account

    Register at hap.org/login to manage your plan, access telehealth and more.

  • Choose a primary care physician (PCP)

    Select your PCP online or call (800) 422-4641 (TTY: 711) for help.

Manage your plan online:

Log in at hap.org/login for 24/7 access to:

  • Pay premiums and view payment history
  • Talk to a doctor anytime via telehealth
  • Estimate medical costs and compare providers
  • View benefits, claims and EOBs
  • Search for doctors, hospitals and pharmacies
  • Manage prescriptions and enroll in home delivery
  • Message Customer Service securely
  • Join wellness events and track preventive care
  • Use iStrive® for health assessments and goals

24/7 Telehealth access:

Connect with licensed doctors anytime via HAP Telehealth for:

  • Minor illnesses (cold, flu, rashes, pinkeye, etc.)
  • Prescriptions when medically necessary
  • Secure, HIPAA-compliant online visits
  • Access from your phone, tablet or computer

Powered by Amwell®, it’s care when and where you need it.

Travel emergency help with Assist America:

When you are 100+ miles from home (up to 90 days), HAP offers global emergency support through Assist America:

  • Find hospitals and get emergency evaluations
  • Replace lost prescriptions
  • Get help with lost luggage or documents

Stay protected wherever you go.

Identity theft protection:

Through Assist America, eligible HAP members get:

  • Credit card and document registration
  • Online monitoring for registered cards
  • 24/7 support for lost or stolen cards
  • Identity fraud recovery assistance

Learn more at assistamerica.com/hap or call (800) 872-1414.

Managing your plan and payments:

  • Pay online: Log in at hap.org/login to pay bills, update payment methods, set up autopay and view payment history.
  • Paper billing: Choose the “Bill Me” option to receive paper invoices. Include the payment coupon and allow 3–5 days for processing.
  • First payment: Must be received before your coverage starts. Call (888) 735-2542 (TTY: 711) for help.
  • Monthly payments: Autopay runs around the 26th each month (next business day if on a weekend/holiday).
  • Missed payments: If you miss a payment, benefits may be suspended. Coverage ends after one month of nonpayment.
  • Special enrollment: May require multiple months’ premiums upfront depending on your effective date.
  • Insufficient funds: Contact Accounts Receivable if your payment fails. HAP isn’t responsible for bank fees.
  • Cancel coverage: Email your request to yourhap@hap.org or mail it to:
    • HAP Customer Service Correspondence Department, 1414 E. Maple Rd., Troy, MI 48083 
  • You’ll receive confirmation once cancellation is processed.

Prior authorization:

Some services require HAP’s approval before you receive care to ensure it is medically appropriate. Emergency and urgent care never require prior authorization.

  • Inpatient services: All require prior approval, except for standard maternity stays (up to 48 hours for vaginal delivery, 96 hours for C-section).
  • Outpatient services: Some need prior authorization, including:
    • Durable medical equipment over $1,500
    • Non-contracted or out-of-network services (including behavioral health)
    • High-tech imaging (PET, MRI, CT, nuclear cardiology)
    • Sleep studies, genetic testing, TMJ services
    • Cosmetic procedures (e.g., abdominoplasty, rhinoplasty)
    • Bariatric surgery, pain management, gender affirmation services
    • Experimental treatments, ABA therapy, cardiac and musculoskeletal procedures

For a full list, log in at hap.org/login and go to My Care > Referrals and Prior Authorizations or call (800) 944-9399 (TTY: 711).

Emergency care:

You do not need authorization for urgent or emergency care. You are always covered for urgent or emergency care. This includes mental health services. In case of a serious illness or injury, you should go directly to the nearest emergency room or urgent care center or call 911.

If you need extended inpatient care, HAP reserves the right to transfer you to an alternative facility within the HAP service area.

Contact information:

HAP Customer Service (HMO plans): (800) 759-3436 (TTY: 711), Monday through Friday from 8 a.m. to 7 p.m.

HAP Customer Service (PPO plans): (800) 944-9399 (TTY: 711), Monday through Friday from 8 a.m. to 7 p.m.

HAP Customer Service (PCP selection): (800) 422-4641 (TTY: 711)

Accounts Receivable: (888) 735-2542 (TTY: 711)

Email for cancellation: yourhap@hap.org