Health New England Frequently Asked Questions
We've heard your questions and comments regarding the member portal. Hopefully you can find your answers below to any and every question you may have. If not, please contact us regarding any further questions.
  • Question: What do I do if I have not received my ID card and I need medical services?

    Answer: You may present a copy of your enrollment form as proof of eligibility. Once you have been entered into our system, you may print a temporary ID card. After Health New England processes your enrollment, your ID card should arrive in 7-10 days.
  • Question: What do I do if the Primary Care Provider (PCP) on my ID card is wrong?

    Answer: You can change your PCP any time by logging in or by calling Member Services at 413.787.4004 or 800.310.2835.
  • Question: I saw a new Primary Care Provider (PCP) and I forgot to call Health New England, what do I do?

    Answer: If you have already had services with a different PCP than the one listed on your card, please contact Member Services at 413.787.4004 or 800.310.2835. We can change your PCP retroactively, up to 60 days prior to when you call us. It is important for Health New England to have the correct PCP listed for you. Health New England will not cover services you receive from a PCP other than the one listed in our system.
  • Question: How do I add a new dependent to my policy?

    Answer: You must notify Health New England within 30 days of acquiring a new dependent. A new dependent is someone who may be eligible for your plan as a result of marriage, birth, adoption, placement for adoption, or assignment of legal guardianship. Enrollment requirements may differ from employer to employer. To add a new dependent, or for more information, please contact Member Services at 413.787.4004 or 800.310.2835.
  • Question: Why do I receive an Explanation of Benefits for some services?

    Answer: Under some Plans, you may receive an Explanation of Benefits (EOB) for certain types of services. An EOB is not a bill. It is a statement that shows any member responsibility (deductibles, coinsurance, and copayments) for services after Health New England has processed a claim.
  • Question: Are dependents covered while in college?

    Answer: Eligibility standards vary by employer groups. To find out the eligibility ages for dependents and student dependents, please contact Member Services at 413.787.4004 or 800.310.2835.
  • Question: What pharmacies can I use?

    Answer: We offer a complete listing of pharmacies on our website. Catamaran is responsible for managing the Health New England prescription benefit.
  • Question: Is mail service available for prescriptions?

    Answer: Yes. You can get a 90-day supply of medication through our mail order supplier, Catamaran. For more information or to sign up for mail order, click on the word pharmacy on the left side of this screen, then choose “Mail Order.”
    Note: For non-group guaranteed issue members, mail order prescription service is not available for your plan.