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September 2019 Office Visit

March 2020 - In this issue

For all brokers

Steps we’re taking in this health crisis
ConnectiCare center updates


News as your clients enroll or renew in 2020 ConnectiCare plans (effective May 1, 2020)
Small group administration moves to CBIA

Medicare Advantage plans

Member experience survey for Medicare Advantage members
Printed Medicare provider directories to be available by county
Housecall newsletter coming soon for Choice Dual (HMO D-SNP) members
We’d love to hear from you

For all brokers

Steps we’re taking in this health crisis

Our members, our employers, and you, our valued brokers, rely on us never more than in times like these. We want to assure you that we have activated our business continuity plan for emergencies. Some things you’ll want to know:

About 75 percent of ConnectiCare employees are equipped to work remotely, and we are looking at options to expand that capability.
We are working with our vendors to ensure that they have appropriate alternative resources in place so service to our customers is not interrupted.
We are communicating regularly with employees about how to prevent the spread of the illness.
We’ve suspended all travel, and we are encouraging virtual meetings whenever possible.

Note: We expect to send more information to you and your clients this week on telehealth coverage. Watch your inbox and stay up to date by following us on LinkedIn.

We are striving to keep members informed in this rapidly-changing environment.

Social media – We are using Facebook, Twitter, Instagram, and LinkedIn to post and share news and updates. We strongly encourage members (and brokers and employers) to follow us on social media.
Web – We have a dedicated website where we are posting information, news, and resources.
Email – We have sent members emails during each of the past two weeks and will continue to email them with significant updates. Members who aren’t receiving the emails can sign up for them by registering for our member website at

ConnectiCare center updates

Closed temporarily, but available by phone

We’ve closed our centers to help keep everyone safe during the coronavirus health emergency. But we are still available to help if your clients have questions about their ConnectiCare plans or need health insurance. Tell them to call us at 1-877-523-6837 (TTY: 711), and we’ll be happy to help.

Individuals under 65 or with group plans can call Member Services at 1-800-251-7722 (TTY: 711) 8 a.m. to 8 p.m., Monday – Friday and 9 a.m. to 2 p.m. Saturday. Medicare Advantage members and members with D-SNP plans can call Medicare Connect Concierge at 1-800-224-2273 (TTY:711) 8 a.m. to 8 p.m., seven days a week.

Upcoming changes to ConnectiCare center locations

Prior to the news about COVID-19, we already planned the following ConnectiCare center updates.

The ConnectiCare center in Newington will close this spring. Please encourage your clients in the Newington area to visit the Manchester or Farmington center when we reopen for events and in-person help with plan questions.

Our center in Bridgeport is moving! A new, larger ConnectiCare center to serve the Bridgeport area will open in Shelton this spring. Stay tuned for more information. While we’re preparing the Shelton location, area members can visit the centers in Waterbury or Norwalk when they reopen or call 1-877-523-6837.


News as your clients enroll or renew in 2020 ConnectiCare plans (effective May 1, 2020)

There will be some new features and benefits for your large and small group clients as they enroll or renew in ConnectiCare plans on and after May 1, 2020. They will be able to:

Choose FlexPOS plans with a new national network in First Health, an Aetna subsidiary.
Use a nationally known telemedicine provider in Teladoc®.

Plus, we’re making other changes that you’ll want to be aware of: new member ID numbers and ID cards, new group ID numbers, a new method for delivering important plan documents, and more.

Open the attachments below for details. Please read them and share with your employer clients. Your account manager will work closely with you and your clients during this transition period.

Large groups

Small groups

ID cards, group numbers, and welcome letters

New member numbers and cards: Employees with plans renewing on and after May 1 will get new, 11-digit member ID numbers that start with the letter "K." We will mail ID cards (with the new numbers) in advance of their effective dates, starting the second week in April.
  A letter with the ID card will instruct members to use only the new card when visiting a doctor, picking up a prescription, or visiting another health care provider after their plan’s effective date.
New group ID numbers: We will also update all group ID numbers on enrollment or renewal starting May 1, 2020 and later. Renewing groups will receive their new group ID numbers in the month before their effective dates.
New welcome letter: Subscribers of new and renewing group plans effective after May 1 will now receive a welcome letter with information on how to find their benefit summaries, membership agreements or certificates of coverage, riders, and other essential plan information on

The following changes to billing processes apply to large group clients only:

Monthly premium invoices sent to group clients with May 1 effective dates and after will have:

A new look and be mailed on the 14th of each month.
New premium payment information. Premium payments will be mailed to JP Morgan Chase. See address below.
Where to send large-group employer premium payments:
New and renewing plans after May 1, 2020 Plans that have not yet renewed
P.O. Box 21852
New York, NY 10087-1852
ConnectiCare, Inc.
P.O. Box 416191
Boston, MA 02241-6191

If your client sends premium payments to the wrong bank, don’t worry. We have a process to make sure payments are applied to the correct accounts.

Please note, your other large and small group clients will continue to send payments to Bank of America until they renew their ConnectiCare plans.

After May 1, you will receive a system-generated email if you have large-group client accounts that have individuals with COBRA coverage billed by ConnectiCare. The email will notify you if an individual with COBRA coverage is at risk of cancellation due to nonpayment and encourage you to sign into your secure broker website account to view the premium status.

Small group administration moves to CBIA

ConnectiCare is expanding our relationship with the Connecticut Business & Industry Association (CBIA) to include administration of fully-insured small group plans that comply with the Affordable Care Act, effective May 1, 2020. ConnectiCare plans will also continue to be available through Access Health CT.

Brokers will go directly to CBIA or Access Health CT to quote and enroll groups in ConnectiCare small-group plans. This change will take effect for new and renewing plans with effective dates starting May 1.

CBIA membership and dues are not required for businesses who purchase small group ACA plans. With this change, broker commissions will be paid through CBIA. CBIA will also manage premium billing, and the broker and employer web portals.

Advantages of CBIA administration:

You’ll be able to view group and membership information (and make changes) before enrollment dates through the CBIA broker website.
Groups will be able to pay premium invoices online from a checking or savings account (in addition to by check or electronic funds transfer, or EFT). Download EFT form here.
A small group employer may select a maximum of five (5) plans.

What’s not changing:

Your ConnectiCare sales and account team will continue to support your new sales and client relationships. CBIA account management will support renewals and new account installation. This contact guide has the phone numbers, email addresses, and web addresses you’ll need.
ConnectiCare will continue to develop new products that meet the market’s needs and demands.
ConnectiCare will continue to administer current groups until their renewals through 2020.
Groups who do not become Health Connections members will continue to use ConnectiCare enrollment forms. Please visit to access forms.
ConnectiCare renewing groups should complete the renewal response form and group size certification form. An enrollment change form should only be completed for new member enrollments or changes.
Health savings or health reimbursement (HSA or HRA) account integration through HealthEquity or another third party will continue.

Employer guide to small-group changes

Contact guide for employers and brokers

CBIA is available to guide you through the renewal process. Call 1-860-525-2242 or email with any additional questions.

ConnectiCare® is the brand name used for products and services provided by one or more ConnectiCare group of subsidiary Companies. Coverage is provided by and services are administered as follows: In Connecticut, Group HMO & POS coverage is underwritten by ConnectiCare, Inc. FlexPOS, SP/Self-funded services, and Dental coverage is underwritten and provided by ConnectiCare Insurance Company Inc., and its affiliates, with services administered through DentaQuest LLC. CBIA Service Corporation provides certain administrative services to ConnectiCare Insurance Company, Inc. and its affiliates for a fee.

Medicare Advantage plans

Member experience survey for Medicare Advantage members

Some of your Medicare Advantage clients may receive a survey in the mail from a vendor on behalf of the Centers for Medicare & Medicaid Services. This survey asks randomly selected participants to share their member experience. Please encourage your clients to complete the survey if they get it. Let them know it is not spam and their responses are anonymous. Results from this survey will help ConnectiCare learn how to better serve its members.

Printed Medicare provider directories to be available by county

Printed Medicare provider directories for ConnectiCare plans will soon be available by county. Previously, these directories included all in-network providers in Connecticut.

Members can call Medicare Connect Concierge at 1-800-224-2273 (TTY: 711) 8 a.m. to 8 p.m., seven days a week, to request copies of the provider directory for specific counties. They can also use the online Medicare provider directory to find an in-network provider.

Brokers can request directories on behalf of members by calling Medicare broker services at 1-877-224-7994 (TTY: 711). Printed directories are updated monthly. The online provider directory is continuously updated.

Housecall newsletter coming soon for Choice Dual (HMO D-SNP) members

The first printed Housecall newsletter exclusively for Choice Dual (HMO D-SNP) members will be sent at the end of March or early April. Articles will be written in both English and Spanish. Topics include scheduling annual physicals, getting preventive care, using the over-the-counter (OTC) card, prescription home delivery, where to go for urgent care, enhanced customer service with Medicare Connect Concierge, transportation assistance, and more.

We’d love to hear from you

Get in touch

Commercial brokers: For individual or small group broker services, call 800-723-2986 or email us at Large group (51+ employees) brokers, please contact your sales representative.

Medicare brokers: Give us a call at 877-224-7994, or email us at

Keep in touch

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© 2020 ConnectiCare | 175 Scott Swamp Road | Farmington, CT 06032 | Privacy Policy| Social Media Policy

ConnectiCare is a brand name used for products and services provided by ConnectiCare Insurance Company Inc., and its affiliates, members of the EmblemHealth family of companies.

ConnectiCare, Inc. is an HMO/HMO-POS plan with a Medicare contract. Enrollment in ConnectiCare depends on contract renewal.

ConnectiCare Insurance Company, Inc. is an HMO SNP plan with a Medicare contract and a contract with the Connecticut Medicaid Program. Enrollment in ConnectiCare depends on contract renewal.

Coverage is provided by and services are administered as follows: In Connecticut: Group HMO and POS coverage, and Individual HMO coverage is underwritten by ConnectiCare, Inc.; Group coverage for coinsurance plans and Individual POS coverage is underwritten by ConnectiCare Insurance Company, Inc. In Massachusetts: Group HMO and POS coverage is underwritten by ConnectiCare of Massachusetts, Inc. FlexPOS, PPO coverage, ASO/Self-funded services, and Dental products are administered or underwritten by ConnectiCare Insurance Company, Inc.