Question 1

How do I enroll in a ConnectiCare plan?

Accepted Answer

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.

Question 2

How do I find help on mental health issues?

Accepted Answer

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.

Question 3

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

Accepted Answer

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

Question 4

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

Accepted Answer

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

Sign In

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

Question 5

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

Accepted Answer

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.

Question 6

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

Accepted Answer

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.

Question 7

How can I get an ID card?

Accepted Answer

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.

Question 8

What are my options for paying my bill?

Accepted Answer

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.

Question 9

Where can I find my invoices and payment history?

Accepted Answer

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.

Question 10

Where can I find my pharmacy benefits and drug costs?

Accepted Answer

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.

Question 11

How can I switch my prescriptions to home delivery?

Accepted Answer

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.

Question 12

Where can I find my referrals and preauthorization requests?

Accepted Answer

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.

Question 13

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

Accepted Answer

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.

Question 14

Where can I find my EyeMed vision benefits documents?

Accepted Answer

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

Question 15

Can I submit claims through the member portal?

Accepted Answer

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.

Question 16

How can I join the wellness programs?

Accepted Answer

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.

Question 17

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

Accepted Answer

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.

Question 18

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

Accepted Answer

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

Question 19

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

Accepted Answer

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

Question 20

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

Accepted Answer

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

Question 21

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

Accepted Answer

If you have a portal account and signed in after Jan. 1, 2022, you can visit the new portal by clicking ‘Sign In’ below. Once your account is validated, you’ll see the steps to create a new username and password before you can view your account.

If you’ve never had a member portal account, or you haven’t signed in since Jan. 1, 2022, you need to create a new account by clicking ‘Register’ below. You will need your member ID number, which you can find on your ID card, invoice, or other plan materials you may have received from us.

Sign In | Register

Question 22

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

Accepted Answer

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

Question 23

Can I view the portal on my phone or tablet?

Accepted Answer

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.

Question 24

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

Accepted Answer

If you have not used the portal since Jan. 1, 2022, we recommend you start fresh and register for a new member portal account. Please have your ID card with you before you begin. Get Started

Question 25

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

Accepted Answer

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

Question 26

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

Accepted Answer

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.

Question 27

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

Accepted Answer

Yes! If you completed your enrollment on our website and created an account, you can use the same username and password you used then. However, you may have to reset your password or validate some information if you haven’t visited your account since Jan. 1, 2022. You can do this by clicking ‘Sign In’ below.

Sign In

Question 28

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

Accepted Answer

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.

Question 29

How do I view my dependent’s information?

Accepted Answer

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.

Question 30

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

Accepted Answer

If you are the subscriber or the only person covered under the plan, you may create an account even if you are under 18. Create an Account

Question 31

Can I change my username?

Accepted Answer

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

Question 32

What browsers can I use to view the portal?

Accepted Answer

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.

Question 33

How do I sign up for paperless communications?

Accepted Answer

Going paperless is a great way to stay organized and make a positive impact on our environment. Choosing paperless communications means you can immediately view your documents and plan materials online as soon as they are available. You will be notified of any new communications by email or text message based on your preferences.

To update your paperless 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, click the ‘Edit’ button to make changes.

Note: We may be required to send you some documents in the mail even though you have asked to go paperless, and you may still receive some documents electronically even though you have asked to have your documents mailed to you.

Question 34

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

Accepted Answer

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.

Question 35

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

Accepted Answer

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.

Question 36

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

Accepted Answer

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.

Question 37

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

Accepted Answer

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

Question 38

What languages are supported in the portal?

Accepted Answer

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.

Question 39

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

Accepted Answer

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.

Question 40

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

Accepted Answer

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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