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Frequently Asked Questions

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Portal Account Setup and Preferences

How do I sign in or register for the new member portal?

I currently get coverage through my parent’s or partner’s health insurance plan. Can I still get an account?

If you are a dependent on someone else’s plan, and you are 18 or older, you can create a member portal account. You just need to have your member ID number and set up a username and password to sign in.

Create an Account

Can I view the portal on my phone or tablet?

Yes! You can use the latest versions of Google Chrome or Safari on your phone or tablet to visit the member portal at my.connecticare.com.

You can also download our myConnectiCare app and view your account with a simple tap. Visit our mobile app page to learn about the features available and download the app for your Android or iOS device.

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I haven’t used my portal account in more than 6 months. Can I still use my existing username and password?

What do I do if I forget my username or password?

On the member portal sign in page, you will see links for ‘Forgot Username’ and ‘Forgot Password.’ Choose the option that applies to you and follow the instructions.

Sign In

My coverage is no longer active. Can I still view my account?

You can view your account for up to 18 months after your coverage ends. Some features may be disabled or unavailable due to your account being inactive.

I created an account when I enrolled. Can I use the same username and password?

What is two-step verification, and how can I turn it off?

Two-step verification is an extra layer of security for your account. It cannot be turned off. You may be able to skip it if you choose to have the portal remember the browser you use.

Every time you sign in, you’ll have the option to get a verification code sent to you by email or text message. If you prefer to get your code by text, make sure you add your mobile phone number to your profile.

Once your code is verified, you can check the ’Remember Me‘ box. This will save the specific browser and device you’re using and skip that step the next time you sign in. If you use any other browser, request your username, or reset your password, you will have to verify again.

How do I view my dependent’s information?

As the subscriber, you will see the names and coverage status for all dependents included on your plan. You can view your underage dependents’ information, update their profile, and set up preferences for them.

For dependents over 18, your view of their information may be limited unless they grant you permission to see more.

Additional restrictions may apply for sensitive information.

Can I create an account if I’m under 18?

Can I change my username?

Your username is unique and cannot be changed once created. It can be your email address or any other combination of letters and numbers arranged in an email address format. Ex: name@email.com

What browsers can I use to view the portal?

For the best possible experience, we recommend using the latest version of Google Chrome, Safari, or Microsoft Edge. Other browsers, including Internet Explorer, are not currently supported.

How do I sign up for paperless communications?

How can I stay up to date on my plan activities?

Turn on alerts to be notified when changes are happening or when there are updates for your account. You can receive alerts when new documents are available, when new claims are finalized, and more.

To update your alert preferences:

  • Sign in to your account.
  • Click your name in the top right corner and select ‘My Profile.’
  • Click the ‘Communication Preferences’ tab.
  • From there, scroll to Alerts and click the ‘Edit’ button to make changes.

Can I get my Explanation of Benefits (EOB) online?

Yes! Turn on the paperless option for your account to get your Explanation of Benefits (EOB) online. You will be notified when a new EOB document is available, and you can view and download it in PDF format from the ‘Claims’ section of the portal.

Can I update personal information like my name and address in the portal?

Depending on what plan you have, you may be able to update your address in the portal. Sign in, click your name in the top right corner and select ‘My Profile.’ If available, you will have an edit option for your address if that is supported by your plan.

You cannot change your name in the portal. If you purchased an individual plan, please call the number on your ID card for help with changing your name.

If you get your health insurance through your employer or a group, please contact your benefits manager or administrator for help with these updates.

Can I assign an advocate or representative to manage my account?

Unfortunately, this feature is not currently supported. Please check back soon. We’re always working to improve and enhance all our digital experiences.

What languages are supported in the portal?

Our new member portal is available in English and Spanish (Español). Once you’re signed in, select your language in the top left corner of the portal. This change is immediate and will be saved to your account until you choose a different language.

NEW - Can different members under the same plan use the same information to register?

No. Each account is unique. Every member must have their own unique username in a form of a valid email [i.e. John@abc.com] and password to use our portal, even if they are on the same plan. If you try to register with the same username as someone else, your account will not be completed, and you will be prompted to choose a different username.

NEW - How long will it take for my new Primary Care Provider (PCP) to be reflected on my ID Card?

Changes to your PCP will be reflected on your ID card within the member portal 24 hours after the change has been made. 

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Navigating and Using the Portal

How do I add or change my primary care provider (PCP)?

To quickly search all primary care providers (PCPs) near your home, select the ‘Primary Care’ tile on the portal homepage.

For more search options, click ‘Find Care’ in the navigation bar at the top of the member portal homepage to begin. On the ‘Service Type’ page, select ‘Primary Care Provider.’ If you have a doctor in mind, enter their name in the next step. Then, select a specialty and a location for your search.

On the search results page, pick ‘Choose as PCP’ on your selected provider and follow the instructions to save your new PCP or replace your current one.

If you are looking for a doctor other than a PCP, be sure to select the ‘Doctor’ tile on the ‘Service Type’ page.

How can I check if a doctor or facility is in my network?

Once you’re signed in, the portal automatically has your plan and network information. You can select any criteria for your search, and your results should include only providers available in your network.

You can click ‘Find Care’ in the navigation bar at the top of the homepage to begin a search. You can see each provider’s network status on the search results page.

How can I get an ID card?

Sign in and select ‘ID Cards’ in the navigation bar at the top. You can request an ID card for yourself or any member on your plan. You can download and print a copy of your ID card or request an ID card by mail. Allow up to 10 days for your new ID card to arrive in the mail.

What are my options for paying my bill?

You can pay with a credit or debit card, or with a bank account. Sign in and select ‘Billing and Payment’ in the navigation bar at the top of the homepage. From there, you can see your current bill and options to make a payment or set up autopay.

Visit our website for other ways to pay your bill.

Where can I find my invoices and payment history?

Sign in and select ‘Billing and Payment’ in the navigation bar at the top of the homepage. Below the summary section, you will see the tabs for invoice and payment history for the last 24 months. 

Where can I find my pharmacy benefits and drug costs?

Your pharmacy benefits are managed by Express Scripts. From the ‘Pharmacy’ page in the portal, you will find shortcuts to view your benefits, look up drug prices, and view other features available on the Express Scripts website. To get started, sign in to the portal and select ‘Pharmacy’ in the navigation bar at the top of the homepage.

How can I switch my prescriptions to home delivery?

From the Pharmacy page in the portal, select ‘Go to Express Scripts’ to view your pharmacy benefits. On the Express Scripts website, you can choose home delivery for your prescriptions.

Where can I find my referrals and preauthorization requests?

Click the ‘Approval Status’ menu in the navigation bar at the top to see the status of your referrals and preauthorization requests for the last 24 months.

My claim is finalized but I don’t see an Explanation of Benefits (EOB). Why?

It takes a few days from when the claim is finalized to when a copy of your paperless EOB is available in our portal. Check back after five business days from when the claim is finalized if you don’t see it right away.

Where can I find my EyeMed vision benefits documents?

If your plan includes vision benefits through EyeMed, you can visit the EyeMed portal directly to view your documents and more.

Can I submit claims through the member portal?

This feature is not currently supported but you can download the claim forms in PDF format and mail them to us. Visit connecticare.com/contact for the correct address. You can find the relevant claim forms at the bottom of the claims page in the portal.

How can I join the wellness programs?

If your plan includes a wellness program, you will be able to view this feature in the portal by clicking the ‘Health and Wellness’ menu in the navigation bar at the top of the homepage.

I have clicked a button within the portal, but I have not been taken to a new page. Why?

Your computer’s security settings, like pop-up blockers, can sometimes block new pages from loading. Please ensure you have your pop-up blockers disabled and try again. 

Why is the distance changing to 50 miles whenever I search for a provider?

If your search results bring back fewer than 10 providers, the tool will automatically expand the search to 50 miles.

Why isn’t there a ‘Find a Doctor’ tab on the new portal?

On the new portal, you can use the ‘Find Care’ tab to search for a doctor or find a care facility.

Can I see a Healthcare Financial Summary for all my dependents?

Yes, you can view a Healthcare Financial Summary for all your dependents on the portal, even those over the age of 18. 

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General FAQs

How do I enroll in a ConnectiCare plan?

Enrollment in one of our health plans is easy and simple. Depending on the plan or eligibility, you can enroll online, by mail, in person, or by contacting us directly. You can also enroll through Access Health CT, which is the Connecticut health insurance marketplace.

Select the type of plan you’re looking for below to get started.

Medicare Advantage
Available to people who have Medicare Parts A and B.

Individual & Family
Qualifying individuals, families, and young people age 21 or under. Children and young adults can stay on a parent’s plan until age 26, or through age 29 for an added cost.

Medicare Supplement
These types of plans “supplement” Medicare by covering the bills that are only partially covered by Medicare Parts A and B.

How do I find help on mental health issues?

Visit our Mental Health section to find resources on various mental/behavioral health conditions. You can also call the number on your member ID card to speak with a representative now or visit our contact page for more options.    

How do I stay up to date on the latest news from ConnectiCare?

Visit our website often as we’re constantly adding relevant information to help you make the most out of your ConnectiCare plan. Check out our blog for health and wellness tips, member resources, and more.

You can also follow us on social media to stay up to date on the latest from us:

Facebook
Instagram
LinkedIn
Twitter
YouTube

My question isn’t addressed here. How can I contact someone?

If you are a member, you can send us a secure message from the member portal or call the number on your ID card.  

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If you’re considering ConnectiCare or need general information, visit our contact page or complete the request form.

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We’re in This Together

We can answer questions about your health plan and where to turn for help.

In an emergency, call 911 or go to an emergency room.

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Any information provided on this Website is for informational purposes only. It is not medical advice and should not be substituted for regular consultation with your health care provider. If you have any concerns about your health, please contact your health care provider's office. Also, this information is not intended to imply that services or treatments described in the information are covered benefits under your plan. Please refer to your Membership Agreement, Certificate of Coverage, Benefit Summary, or other plan documents for specific information about your benefits coverage.