Frequently Asked Questions

  • What do CareConnect plans cover?

    All of our health insurance plans cover essential services that fall into the following categories:

    • Outpatient care (care you get without being admitted to a hospital)
    • Inpatient care (care in which you’re formally admitted to a hospital with a doctor’s order)
    • Emergency room care
    • Maternity and newborn care
    • Mental health and substance abuse disorder services, including behavioral health treatment, counseling and psychotherapy
    • Prescription drugs
    • Services and devices that can help you recover after an injury or that you need for a disability or chronic condition
    • Lab tests
    • Preventive services (such as screening tests, vaccinations and contraception*) and help with managing chronic disease
    • Pediatric services, including dental and vision care for children until their 19th birthday

    Our plans feature a variety of other benefits — for the specifics of each plan, see its Summary of Benefits.

    * Certain groups may qualify for a religious exemption from providing insurance that includes family planning services.

  • How can I find out if my doctor is in the CareConnect network?

    Our network includes many of New York’s top-rated health systems: Northwell Health, Maimonides Medical Center, Montefiore Health System and more. Our Find a Doctor tool makes it easy to check for a specific doctor or to find a health care facility near you. 

  • Do I need a referral to see a specialist?

    You can see an in-network specialist at any time without a referral. If you’d like a recommendation, ask your primary care physician, or work with a Service Connector to find a nearby specialist and set up an appointment.

  • Where do I go for blood tests or X-rays?

    You can find the locations of our in-network labs, imaging centers and urgent care centers — as well as our hospitals and other facilities — in our Find a Doctor tool.

  • What happens if I need care while traveling or away at school?

    Whether you’re heading out of town or have kids away at school, CareConnect provides access to coverage for many needs while you’re away from home. With our no-cost telemedicine service*, you can access board-certified physicians by phone or video no matter where you are. It’s an easy way to treat things like cold and flu symptoms, respiratory infections, bronchitis and allergies. If you need to see a clinician in person, CareConnect also gives you access to more than 1,000 MinuteClinic® locations nationwide — a great option for treating minor injuries or getting your annual physical and some vaccinations. Of course, if you or a family member are in need of emergency services, emergency care is covered anytime, anywhere in the world.

    *Members of the CareConnect Northwell Health Employee Plan are not eligible for Teladoc services.

  • Where can I fill my prescriptions?

    With CareConnect, you have access to the full CVS/caremark network for all your prescription drug needs. This means that you can fill your prescriptions at most local drug stores and almost all major retail pharmacies, including Vivo Health Pharmacy, CVS, Target, Costco, Duane Reade, Rite Aid, Stop & Shop, Walgreens and Walmart. Fill-out our mail-order form to have your prescriptions delivered to you via the CVS Mail Order Pharmacy.

  • What if I need a service that CareConnect’s network does not provide?

    We’ve established a robust network of many of New York’s most highly regarded providers to ensure access to all medically necessary care. However, if you need a service that is not available within our network, you may be able to get it from an out-of-network provider with written approval ahead of time. Decisions will be made on a case-by-case basis.

  • How can I get a copy of my ID card?

    Once your payment is received and is posted to the account, you’ll be sent an ID card and welcome kit. If you need to use your card before it has arrived, call us for your member ID number, which is all a provider needs to confirm your coverage; we can also email you a temporary ID card. If you lose your ID card, you can print one from your member page

  • How can I know what my out-of-pocket expenses will be before I see my doctor?

    Your out-of-pocket expenses depend on the care you need and the plan you choose. Our Cost Estimator can help you estimate how much you’ll be charged by a doctor or other health care provider for specific treatments and procedures. Service Connectors can also help to give you an estimate of your out-of-pocket costs before you go to an appointment.

  • How do you keep my information safe?

    At CareConnect, we know that people entrust us with some of their most sensitive information, and we take our responsibility to protect it seriously. Guarding your personal information is part of everything we do, from our state-of-the-art firewalls to the encryption we use at every point in our processes. We even encrypt data when it goes from a computer to a printer 10 feet away. We also work hand in hand with our parent company, Northwell Health, which partners with leading cybersecurity experts to test for vulnerabilities. These are just some of the steps we take to ensure the safety of your personal information. We are constantly improving and refining our defenses to make sure our security is as strong as it can be.