ConnectiCare: Answers to frequently asked questions on coronavirus (COVID-19)

There are many questions about seeking care for coronavirus (COVID-19), your benefits as a ConnectiCare member, and more. Find many of the answers here.

Coronavirus (COVID-19) symptoms & testing
If I have recently traveled to an affected area or have flu-like symptoms and want to talk to a doctor, what should I do?
Call your primary care provider (PCP) to discuss your recent travel or share details about your symptoms. Unless it’s an emergency, stay home. Do not go to public places and avoid public transportation. Your PCP will give you directions on what to do next based on guidance from your state department of health and the Centers for Disease Control and Prevention (CDC). If you don’t currently have a primary care provider, you can search for one on
As always, if you are experiencing severe symptoms, call 911 or go to your local emergency department. Severe symptoms include very high or very low body temperature, shortness of breath, confusion, or feeling like you may pass out. If you decide to go to the emergency department, try to call ahead and let them know you are coming. This will let them safely prepare for your arrival. Additional information is available from the CDC.
How will I know if I need to get tested?
If you have symptoms of coronavirus (COVID-19), call your PCP. Based on the details of your symptoms and recent travel, your PCP will follow guidance from the CDC and state department of health to determine whether it’s recommended that you get tested.
What if I want to get tested even though I haven’t been to an affected area and do not currently have any flu-like symptoms?
Currently, testing is only being done on patients whose doctors (following guidance from the CDC and state departments of health) recommend them to be tested. If you are concerned about upcoming travel or anything else associated with the coronavirus, it’s important to remember the steps you can take to stay safe. For tips to protect you and your family, visit our dedicated coronavirus webpage, which is continuously updated.
If I do need to get tested, how much does the coronavirus test cost?
Your test and visit to diagnose COVID-19 (whether in-person or a virtual telehealth visit) will be covered by your plan. There will be no cost-sharing, including copays, coinsurance, or deductibles. Virtual visits include video and/or phone visits.
If you go to an out-of-network doctor to get tested for the coronavirus, your test and visit to diagnose COVID-19 may NOT be covered by your plan or may be covered under your out of network benefits if your plan has them. Unless an exception applies, all normal coverage restrictions and cost-sharing charges will apply for care or treatment.
Are there any tests that I can purchase to test myself at home for COVID-19?
No. The Food and Drug Administration (FDA) has not authorized any test that is available to purchase for testing yourself at home for COVID-19. Please be aware that there are unauthorized fraudulent COVID-19 tests for sale.
ConnectiCare coverage
What if I don’t want to go to a doctor’s office? Is my virtual visit covered?
We have safe and convenient options for members. We partner with MDLIVE® (for many group and individual plans, including plans sold through Access Health CT) and Teladoc® (for most Medicare Advantage plans) for virtual visits. Visit MDLIVE online or by calling 888-995-0217 (TTY: 1-800-770- 5531). Visit Teladoc online or by calling at 800-835-2362.
ConnectiCare Medicare members with Choice Dual (HMO D-SNP) plans can call the 24-hour Nurseline at 1-877-489-0963 (TTY: 711).
Members can, temporarily, use telehealth for covered medical and mental health services without paying copay, deductible, or copayment. Visits are free for any illness or injury – not just COVID-19. Learn more about covered medical and mental health services on our dedicated coronavirus webpage, which is continuously updated.
If I use telehealth services for something other than COVID-19 testing and initial diagnosis, will the visit be covered?
If you use in-network telehealth services, including a phone call or virtual visit with your in-network doctor for something not related to COVID-19 your virtual telehealth visit will be covered by your plan. There will be no cost-sharing, including copays, coinsurance, or deductibles. Virtual visits include video and/or phone visits. These free telemedicine/telehealth visits will continue through May 31, 2020.
If you use an out-of-network telehealth service or have a virtual visit with an out-of-network doctor whether related to coronavirus (COVID-19) or not this may NOT be covered by your plan or may be covered under your out of network level of benefits if your plan has them. Unless a plan exception applies, all normal coverage restrictions and cost-sharing charges will apply for care or treatment from out of network providers.
What if I need lab services not related to COVID-19?
Quest Diagnostics’ labs are offering a VIP hour during the first hour of each day to provide vulnerable patients access to non-COVID-19-related lab services. This special hour is for patients 60 years of age and older or those who have conditions that put them at greater risk for COVID-19. You can schedule an appointment or just walk in. To identify a nearby center and the time it opens, please go to:
NEW – Can I get an extension to pay my health plan premium?
We want to help our existing members in this difficult time. We will extend our standard premium grace periods for an additional month for employer groups, SOLO plan members, and members of plans sold through Access Health CT who do not receive advanced premium tax credits (APTCs).* This extension applies for a limited time and does not apply to new applications for coverage.
To find out more, call us at 1-800-333-1733, 9 a.m. to 5 p.m., Monday-Friday. Or, complete this form and email it to the address below. Include in the email the subscriber’s name (or business name, if an employer group), contact email address, and phone number to be reached Monday-Friday during business hours. 
*Members of plans sold through Access Health CT who have APTCs already have a 90-day grace period. They do not need to request an extension.
Can I get any of my prescriptions delivered during the coronavirus (COVID-19) outbreak?
Yes. To reduce face-to-face contact during the coronavirus (COVID-19) outbreak, Express Scripts has partnered with CVS and Walgreens to provide free home delivery of prescriptions covered by ConnectiCare. Delivery is 1-2 days. Same-day delivery is not available.
This agreement started March 16 for CVS, and March 23 for Walgreens. All CVS and Walgreens retail locations have been notified. The agreement will be in place for 30 days for each location. At the end of 30 days, Express Scripts will decide if it is still necessary.
To request delivery of your prescription(s):
CVS: You can request delivery in the following ways:
  • Mobile web: This is accessible through the Order Ready Text message when a prescription is ready for pickup. Simply click the link and request delivery (you are required to enroll in text messages from CVS).
  • CVS mobile app: Like mobile web, but no text messaging is required.
  • Call your local pharmacy: With this option, you may experience longer-than-average wait times; please be patient.
Walgreens: You must be enrolled in Walgreens Express™ delivery program and should opt in to receive text messages. When the prescription is ready for pickup, you will receive a text, which will offer you the delivery option. Learn more.
For information on long-term medicines (maintenance drugs), see our next FAQ on getting a larger supply of prescriptions during the outbreak.
Can I get a larger supply of my prescriptions in case I need to stay home?
For members who are under quarantine or concerned about visiting pharmacies during the outbreak, ConnectiCare covers 90-day supplies of long-term medications (or maintenance drugs) through Express Scripts mail order so members can get their medications delivered right to their home. Express Scripts also gives members access to pharmacists 24 hours a day, seven days a week, in case they have questions about their medications.
Sign up online – Visit and sign in. If you don’t have an account, you can create one in just a few minutes. Have your ConnectiCare member identification (ID) card handy. After you sign in, click “Home” in the Express Scripts window and you will see a list of available prescription refills. Select the items you want to order and follow the instructions to complete your request.
By phone – To start using Express Scripts by phone, have your prescription number ready and call:
  • Medicare – 877-866-5828
  • All other plans – 877-866-5798
Mobile app – Download the app on your mobile device from the App Store, Google Play, or Amazon apps.
By fax: Have your doctor call 888.327.9791 for faxing instructions. (Faxes can only be accepted from a doctor’s office.)
What if I need an early refill of my prescription from my in-network pharmacy?
If you want an early refill for your prescription due to the COVID-19 outbreak, it will help to tell your pharmacist to enter the Submission Clarification Code (SCC) 13. By entering SCC 13, the pharmacist is overriding your standard prescription fill in their system. It will make the process go smoother. Some pharmacies are not as familiar with this new code; that’s why we are telling you about it. If your early refill is rejected even after entering this code, please ask your pharmacist to contact the Express Scripts Pharmacy Help Desk at 1-800-922-1557.
Additional questions
I have a Passage plan. Do I still need to get my PCP’s referrals to see a specialist?
We are allowing Passage plan members to see specialists without first getting a Passage PCP’s referral through May 31, 2020. This applies to members of group plans and individual plans, those purchased through Access Health CT and SOLO plans. Referrals are not required for members of Medicare Advantage Passage Plan 1 (HMO).
Should I get a flu shot?
The annual flu vaccine does not protect against the coronavirus. We do encourage members to always get their annual flu vaccine because it is the single best thing you can do to protect yourself and your family from various strains of the flu.
I have surgery scheduled next week. Should I go?
Call your doctor or surgeon to see if it is still scheduled. Some hospitals and facilities are holding off on performing elective surgeries, so it is best for you to check directly with the doctor who is going to perform your surgery.
Where can I go for the latest information surrounding the coronavirus?
We are monitoring the situation and will be updating our dedicated coronavirus webpage with the latest information you need to know. You can also find information on the CDC website.
More information is available using the links below: