COVID-19 Premium Payments and Hardship Requests

Frequently Asked Questions

Last Updated 3/26/2020

1. Do I need to continue to pay my monthly premium?

Yes, please continue sending all payments to the lockbox address indicated on your invoice or you may call us to make a payment over the phone via ACH (Health New England does not accept credit cards). To ensure the health and safety of our customers and our staff, we are not accepting walk-ins at this time, in compliance with Governor Baker’s COVID-19 advisory to work remotely.

2. I am unable to pay my monthly premium due to financial hardship resulting from COVID-19.  What are my options?

If you or your company is impacted by COVID-19, you may qualify for state or federal health insurance programs through the Massachusetts Health Connector (the Massachusetts Exchange), an intermediary (HSA Insurance), or MassHealth (Massachusetts Medicaid). Please see contact information for these programs below. Health New England will offer qualified members and groups a COVID-19 Hardship Payment Plan if they are in between health coverage or do not qualify for state or federal health insurance programs.

If you qualify for these state or federal programs, contact Health New England to terminate your plan based on the start date of your new health insurance plan or on a future date (within 30 days).

If you are unable to make your monthly premium payments, contact Health New England’s Accounting by email or call our Member Services team at (413) 787-4004 or toll-free (800) 310-2835.

Massachusetts Health Connector and MassHealth

Call Center: 1-877-MA-ENROLL (1-877-623-6765)

TTY: (877) 623-7773 for people who are deaf, hard of hearing, or speech disabled

HSA Insurance (intermediary)

Customer Service: (781) 228-2222

Toll-Free: (877) 777-4414

3. Who can my employees call if they need assistance navigating their health plan options?

If your employees need assistance navigating their health plan options, please have them contact Health New England’s Sales Team for assistance at (413) 233-3535. We are happy to help with any questions or concerns they may have.

4. Will I continue to receive monthly invoices if approved for a hardship?

Yes, monthly invoices will continue to be mailed each month.

5. How will my payments be applied to my balance?

Your payments will be applied to the oldest open invoice.

6. I am enrolled in recurring Electronic Funds Transfer (EFT) payments. How do I stop it?

Non-Medicare EFT payments for April 2020 will be processed as scheduled. However, if you want to stop future EFT payments, please contact us and we will work with you to make alternative payment arrangements.

Medicare EFT payments for April 2020 can be stopped if we receive your request by 4:00 p.m. on Tuesday, March 31, 2020.

7. Who do I contact if I have questions about my bill (including COBRA or coverage terminations) or premium payments?

By telephone: Call (413) 787-4004 or (800) 310-2835.
In writing: Fax an Enrollment/Add/Termination form to (413) 233-2635.