Frequently Asked Questions

I have not received my insurance ID card and documents, why not?

If you have not received your insurance documents, you will need to contact your sponsoring organization directly, as they are responsible for managing their health insurance enrollments. They will be able to assist you further and make sure you are enrolled for the full duration of your program.

Once you have been enrolled, you should receive a copy of your insurance ID card via email, and you can also access your policy documents through the MyDocuments section of your Student Zone. The link to your Student Zone will be included on your insurance ID card.

Why can’t I register for my Telemedicine account?

If your plan includes access to telemedicine and you are having trouble registering for your account, you may be entering your information incorrectly. We’ve included some issues participants have when registering below:

• Is your insurance active?
• Did you enter your name appropriately when registering?
• Did you enter in your personal zip code or the one listed on your ins urance ID card?
• Did you enter your member ID correctly?

If you are having difficulty when registering, you will want to visit the Virtual Doctor section of your Student Zone - you can find the link to your Student Zone on your insurance ID card. Here you will find more information on the steps you need to follow to correctly set up your telemedicine account. More information on how to register for your telemedicine account is also included in your insurance ID card PDF document.

I need to see a doctor — what do I do?

If you aren’t feeling well and you need to visit a doctor, you will want to make sure you are following the right steps to make seeking treatment as easy as possible.

1. Always make sure to bring a copy of your insurance ID card with you and present this at the time of your visit.
2. For non-emergency conditions, your first choice for treatment should be telemedicine.
3. For more severe conditions or for in-person treatment, you will want to visit an Urgent Care Center, Walk-in Clinic, Doctor, or Hospital that is within your plan’s network. **Only use the Emergency Room (ER) in emergency situations, as your plan may include an additional ER deductible that you will have to pay if you seek treatment at the Emergency Room.
4. After seeking treatment, you will want to make sure to file a claim with the insurance company.

To find providers in your area that will accept your plan, please visit the Doctor/Hospital Search section of your Student Zone or call the insurance company for assistance using the phone number on the back of your ID card. You can find the link to your Student Zone on your insurance ID card.

How can I update my insurance start or end date?

We are not able to make any updates to your record in our office. Please contact the company that has sponsored your visa in order to update your insurance coverage dates. They will be able to make the change for you and can send you an updated insurance ID card.

Information on my insurance ID card is wrong. How can I fix this?

If your name is spelled incorrectly on your insurance ID card, or if any other information on the card is incorrect, reach out to your sponsoring agency, as we are not able to make any changes to your record in our office. They will be able to help correct this information for you.

Where can I find out the status of my medical bills?

To confirm if your medical bills have been processed by your insurance, please contact the insurance company directly via the phone number on your ID card. You can also email the claim department or visit your online claim portal to check on the status of your claims. You can find all of this information, including the link to your claims portal, through your Student Zone. Please view your insurance ID card to find the link to your Student Zone.