Payment Portal FAQs
Billing Frequently Asked Questions
When is my payment due?
Generally, your payment is due in advance of the month of coverage. Your payment should be
received before your plan starts for that month. For example, if your plan covers you in March, your
payment is due before March 1st. It is important to pay attention to your invoice due date.
How can I make a payment?
Our available payment methods are; by check payment via mail, ACH, Credit/Debit card (online or by
phone) for one-time and recurring payments. If allowed by your plan, you may also be able to set up
on-going payments from your pension account. When you are ready to make a payment, please be
sure to have the information for your payment method handy, such as your bank account information
or your credit/debit card. Please refer to the Payment Terms and Conditions for details.
Is there a convenience fee to make a payment?
No.
When will my payment be taken out of my account/applied to my credit card?
Some transactions process faster than others. For example, most debit transactions are processed
within 1 day while credit card payments can take a few days. If you have set up a recurring
debit/credit card payment, this payment will be taken from your account as early as the 1st of the
month but not later than the 5th of the month. You should anticipate that the funds will be
withdrawn close to the 5th day of the month.
Is my payment safe?
It is safe to send your payment through our website. You can also pay by phone by calling the number
on your enrollment materials or on your enrollment website.
How do I modify or cancel a payment?
If you have submitted a payment, and need to request a cancellation, please call us at the number on
your enrollment materials or on your enrollment website. Payments scheduled for a future date may
be possible to be cancelled if requested by the end of the month prior to the scheduled withdrawal.
Please have the details of your transaction when you contact us.
I received a notice saying my payment didn’t go through – what should I do?
If you have received a notice stating that your payment was not applied, you will need to make
immediate arrangements to pay the past due balance another way. Please refer to the Payment
Terms and Conditions for information.
I have a question about my bill for my plans?
If you have a question about your bill for your plans or feel your bill is incorrect, please call us to help
resolve your concern. Please call us at the number on your enrollment materials or on your
enrollment website and have your invoice handy.
I have a question about a letter saying my plans will be terminated?
You are receiving this letter because you have a past due balance If payment is not made prior to the
date noted in the letter, you may lose your benefits. Please contact us at the number on your
enrollment materials or on your enrollment website immediately to make payment arrangements.
Note that if your plans are terminated, you may not be able to re-enroll.
I need to make a change to my plans or family members?
You can log into your account or you can call the number provided in your enrollment materials.
I have a question about a claim that wasn’t paid?
Please review your Health Plan ID card and call the number on that card for claims questions. If you’re
not sure what plans you are enrolled in or who handles your claims, please call us at the number on
your enrollment materials or on your enrollment website and have your ID card handy. We will help
you get to the right place to get your questions answered.
I am having trouble finding something – who should I contact?
If you have a question not answered here, please call us at the number on your enrollment materials
or on your enrollment website and we will help you find what you need.
