Start Here 2017-09-13T16:33:19+00:00

Getting Started Guide

The Commonwealth is dedicated to ensuring people who apply for coverage and shop for plans on the website have the best experience possible. Below, please find important information to know before you get started, as well as tips and clarifications about the online application. Check back often for updates.

Top Questions and Answers:

 

General Information

The 2017 Open Enrollment period ended January 31, 2017.  The 2018 Open Enrollment period is November 1, 2017 through January 23, 2018.

You can still apply for coverage any time of the year if you

  • Qualify for a Special Enrollment Period, or
  • are applying for a dental plan, or
  • qualify for help paying for health coverage including ConnectorCare, MassHealth, Children’s Medical Security Plan (CMSP), or Health Safety Net.

Find out more about the Special Enrollment Period →

Remember: If you qualify for coverage through MassHealth, you can apply and enroll at any time during the year and coverage may start right away.

Start Your Application

 

If you qualify for a Health Connector plan during the Special Enrollment Period, please note the following enrollment deadlines and coverage start dates:

2017 Monthly Plan Selection and Payment Deadlines

Coverage Start Date Payment Due Date
January 1, 2017 December 23, 2016
February 1, 2017 January 23, 2017
March 1, 2017 February 23, 2017
April 1, 2017 March 23, 2017
May 1, 2017 April 23, 2017
June 1, 2017 May 23, 2017
July 1, 2017 June 23, 2017
August 1, 2017 July 23, 2017
September 1, 2017 August 23, 2017
October 1, 2017 September 23, 2017
November 1, 2017 October 23, 2017
December 1, 2017 November 23, 2017

If you are applying and enrolling in a Health Connector or ConnectorCare plan for the first time, your enrollment isn't finished until you checkout your plan and make your first premium payment for your coverage by the due date. If you miss this deadline, the earliest date your coverage could start is the first day of the following month.

It will be helpful to have some of this information ready to look at as you fill out your application. Also, you may be asked to send us copies of some of these documents or others if we need more proof from you after we get your application.

  • Social Security numbers for all people who are applying (if they have one).
  • Immigration documents for all non-U.S. citizens who are applying (if they have one). Find more information about immigration documents.
  • A copy of your federal tax return from last year. If you did not file taxes last year, or your income has changed since last year, have information about your current income ready (such as recent pay stubs or an unemployment award letter).
  • Home address or mailing address (if applicable) for everyone in your household who needs insurance, unless they are homeless.
  • If you are found eligible for coverage through the Health Connector and you plan to make a payment online, you will need your banking institution routing number and account number for either your checking or savings account (if you have a premium).
  • If you are found eligible for coverage through the Health Connector and you plan to make a payment by mail or in-person, you will need a personal check or money order to make a payment for your first month’s premium (if you have one).
  • If your employer offers health insurance, ask your employer these questions:
  • Do any of the health plans that the employer offers meet the “minimum value” standard?
  • What is the employee contribution to the lowest-cost health plan offered by your employer for an individual?
    • How often?
      • Weekly
      • Every 2 weeks
      • Twice a month
      • Monthly

When applying for coverage, you will need to include all family members, even if they are not applying with you. When you apply, you will be able to select who is applying for coverage in the application. Please remember to include your family members in order to get an accurate eligibility determination. Remember, your eligibility determination depends upon your household size, income, and other factors that you will provide during the application process.

People you can include on your application

  • Yourself
  • Your spouse
  • Your natural, adoptive, or step-children under age 19
  • Your unmarried partner if you have children together who are under age 19
  • Your unmarried partner’s children who live with you and who are under age 19, if you also include your unmarried partner
  • Anyone you include on your tax return (even if they do not live with you)
  • Anyone your unmarried partner included on his or her tax return (even if they do not live with you), if you also include your unmarried partner
  • Anyone else under age 19 who you live with and take care of

You do not have to include

  • Your unmarried partner, unless you have children together
  • Your unmarried partner’s children, unless they live with you
  • Your parents who you live with and who file their own taxes if they do not claim you as a tax dependent (if you are aged 19 or older)
  • Other adult relatives who you do not claim as a tax dependent

In order to protect your privacy, the Health Connector has some built-in features to keep your information private and protected. But, there are also actions you can take to keep your information secure:

  • Never leave your computer or mobile device unattended during your session. It’s easy to protect your information by logging out of your account when you are finished with each session. To ensure cached copies of your pages are cleared, always close your browser—not just the tab you are working in—after logging out.
  • Your website session will expire after 20 minutes of inactivity. If you are still working on your application, but stepped away from the computer for 20 minutes or more, you may lose unsaved information. To continue working, you will need to log back into the site.
  • If your browser offers to save your username or password, always choose “No” to prevent other people who may use the computer to access your account.
  • Do not leave your username or password written down where another person may find it.

Always close your browser—not just the tabs in your web browser—when you are finished using the Health Connector website, especially if you are using a public computer.

No. If you already have an account, you must not create a new one. If you are locked out of your account, or forgot your username or password, see the section on Optum ID to help troubleshoot.

Technical Issues and Troubleshooting

If you use a web browser that does not support the online application, some functions may not work as they are supposed to and can result in difficulties when browsing the site or completing your application. You should upgrade your current browser to a later version or install one of the following browsers to take full advantage of this website:

  • Chrome version 30 or later
  • Firefox version 30 or later
  • Internet Explorer 11

Note: Apple’s Safari browser is NOT fully supported.

Chrome version 30 or later

How can I find out what version of Chrome I’m using?
Open your Chrome web browser and select the menu icon (three horizontal bars OR three dots in the top right corner on the browser toolbar) on the top right of your browser window to open your browser’s “Customize and control Google Chrome” menu and look for “About Google Chrome.” Click it to see the version number. If you are using a version less than 30.0, you can update the browser from this screen.

Firefox version 30 or later

How can I find out what version of Firefox I’m using?

Depending on your browser versions, there are 2 ways to find this information. When you open your Firefox web browser:

  1. If you have an older version of the browser: Click on the main menu button in the top left corner of your browser window. Choose “Help” and “About Firefox.” Click it to see the version number. If you are using a version less than 30.0, you can update the browser from this screen.
  2. If you have a newer version of the browser: Click the icon on the top right of your browser window to open your browser’s main menu and look for the “Open Help Menu” icon (three horizontal bars in the top right corner on the browser toolbar). Click it and look for “About Firefox.” Click it to see the version number. If you are using a version less than 30.0, you can update the browser from this screen.

Internet Explorer 11

How can I find out what version of Internet Explorer I’m using?
Open your Internet Explorer web browser and select the browser tools icon (a round gear or cog) on the top right of your browser window to open your browser’s “Tools” menu and look for “About Internet Explorer.” Click it to see the version number.

Please note the website is not fully tested for mobile web browsers. If you are using the website on a smartphone or tablet and are experiencing difficulty entering information or accessing some pages, try using a laptop or desktop computer, if available, with one of the recommended browsers.

If you experience technical issues while using this website, many can be resolved by clearing your browser’s memory (also called “cache”). Below are instructions on how to do this in the recommended web browsers:

Chrome version 30 or later

  1. Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar, or three dots).
  2. Select “Tools.”
  3. Select “Clear browsing data.”
  4. In the dialog that appears, select “Empty the cache” and deselect other items.
  5. Use the menu at the top to select the amount of data that you want to delete. Select “beginning of time” to delete everything.
  6. Click “Clear browsing data.”

Get more detailed instructions on how to clear your cache in Google Chrome

Firefox version 30 or later

  1. Select “History,” and select “Clear Recent History.”
  2. For the “Time range to clear” section, select “Everything.”
  3. Click on the dropdown for the “Details” menu and check the box “Cache.”
  4. Click “Clear Now.”

Get more detailed instructions on how to clear your cache in Mozilla Firefox

Internet Explorer 11

  1. Select “Tools,” and select” Internet Options.”
  2. Under “Browsing History,” select “Delete.”
  3. Check the following: “Temporary Internet Files, Cookies and History.”
  4. Select “Delete.”
  5. Click “OK” to close Internet Options dialog box.

Get more detailed instructions on how to clear your cache in Internet Explorer 11 (you may need to select your IE version and Operating system

The Health Connector website uses strong web security settings. If you use are using an older web browser, you may need to update your web browser’s security settings in order to use the Health Connector website. See below to learn how you can make sure you have the correct browser security settings in order to use the website:

Internet Explorer Browsers

  1. Open Internet Explorer
  2. From the menu bar, click Tools Internet Options > Advanced tab
  3. Scroll down to Security category, check the option box for Use TLS 1.1 and Use TLS 1.2
  4. Click OK
  5. Close your browser and restart Internet Explorer

 

Chrome Browsers

  • Update to the latest version browser.

Firefox Browsers

  • Update to the latest version browser.

 

If you experience technical issues while using this website, many can be resolved by clearing your browser’s memory (also called “cache”). Below are instructions on how to do this in the recommended web browsers:

Chrome version 30 or later

  1. Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar).
  2. Select “Tools.”
  3. Select “Clear browsing data.”
  4. In the dialog that appears, select “Empty the cache” and deselect other items.
  5. Use the menu at the top to select the amount of data that you want to delete. Select “beginning of time” to delete everything.
  6. Click “Clear browsing data.”

Get more detailed instructions on how to clear your cache in Google Chrome

Firefox version 30 or later

  1. Select “History,” and select “Clear Recent History.”
  2. For the “Time range to clear” section, select “Everything.”
  3. Click on the dropdown for the “Details” menu and check the box “Cache.”
  4. Click “Clear Now.”

Get more detailed instructions on how to clear your cache in Mozilla Firefox

Internet Explorer 11

  1. Select “Tools,” and select” Internet Options.”
  2. Under “Browsing History,” select “Delete.”
  3. Check the following: “Temporary Internet Files, Cookies and History.”
  4. Select “Delete.”
  5. Click “OK” to close Internet Options dialog box.

Get more detailed instructions on how to clear your cache in Internet Explorer 11 (you may need to select your IE version and Operating system

The Health Connector website is tested to be able to have a large number of users on the site at the same time. Additionally, the website is integrated with external systems to do things like confirm your identity, address, or income. Sometimes these outside systems may be slow or unavailable, which is outside our control, and may prevent you from being able to complete your application. We will try to alert you on our homepage whenever this happens and communicate what action you may need to take for the best experience possible.
Please note that the Health Connector application is a responsive website, meaning the webpage will resize and change some in response to your web browser, screen size, or change your browser text size to make it larger.
Some information on the Health Connector website or insurance companies’ websites may only be available in Adobe Portable Document Format (known as a PDF). Some browsers have built-in ways to view these files. If you cannot open a PDF file, you may need a free Adobe PDF reader installed on your computer.

Adobe Reader is available as a free download here.

If you get one of these errors while you are completing your eligibility application or shopping for a plan, do not use your browser’s back or forward button or refresh the page to try to fix the problem. Instead, you should clear your browser’s cache. You can also restart your browser or switch to another one of the recommended browsers listed above.

If you have tried these things and are still getting 405, 500, or general error message (see example images below), you can come back to the site and try again later. If you continue to experience these errors, you can also call customer service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Example 405 Error:

405-error-sample

Example 500 Error:

500-error-sample

General Error Message Page:

generic-error-message-sample

Applying for Coverage

The amount of time it takes to complete your application depends on many things, such as whether or not you are applying for help paying for coverage, your family size, your income sources, and other information.

You do not have to complete your application all at once. The application is separated into different sections. Each section has an introduction page that explains:

  • What the section is about,
  • What you will need to complete the section, and
  • An estimated time to complete that section.

If you do not think you will have the time to complete the application in one sitting, you can always save your application at the end of a section and come back later to complete it. Please review the Important Dates and Deadlines section so you know when you need to act.

Before you apply for coverage, did you know you can preview plans available in your area? To get started,

  • Click here to go to the application home page.
  • Then, under the “Preview Health and Dental Plans and Prices” paragraph, click the button that reads “Preview Plans.”
  • A window will open that asks a few basic questions about your household, like
    • your zip code,
    • the month and year of birth of the primary applicant,
    • your coverage start date,
    • if you want to see health and/or dental plans,
    • the number of family members to be covered, and
    • their month and year of birth.
  • When you are finished, click the “Preview Plans Now” button to view coverage options in your area.

Anonymous Browsing Search Box

Remember, because this is anonymous, none of your information will be saved.

Please note that premiums shown are just an estimate and do not include Advance Premium Tax Credits or cost-sharing reductions. You will need to complete an application to see if you qualify for help paying for costs to see your actual rates.

The Health Connector uses an account creation service, called OptumID. When you create an account to start an application, you will see a sign-in form that will include the OptumID logo in addition to the Health Connector logo:

optum-id-signin-sample

Why do I have to create an account?

Applying online is the fastest way to get covered, and requires you to create an account.  To set up an account in order to start your application online, you will need to:

  1. Have an email account
  2. Provide some basic information like your name and year of birth
  3. Choose a username and strong password
  4. Answer security questions for added protection

Tip: While you are creating your account, please do not hit the back or forward buttons on your web browser or refresh the page at any time as the system is processing your information.

I don’t have an email address, how do I get one?

If you don’t have an email address, you can set up an account for free with a web-based email provider. Some popular providers include:

To set up an email account, go to the provider’s website by clicking one of the links above and follow the instructions to set up a new email account.

Please note these are just a few of the free email account providers that are available. You may be able to find another one that suits your needs even better.

 

How to create your account with OptumID

When you create a new OptumID account, you will be required to enter the following information:

  • First Name
  • Last Name
  • Year of Birth (not your full date of birth)
  • Email
  • Username
  • Password*
  • Answers to three security questions. The answers to these questions are used for security purposes such as when you log into your account in a new browser or if you forget your username and/or password.
  • Agree to the OptumID Privacy Policy and Terms and Conditions

*Password Policy: When you create your password, it must meet these requirements:

  • Use 8 to 12 characters
  • At least one uppercase character
  • At least one lowercase character
  • At least one number
  • Adding at least one non-alphanumeric character or symbol (such as &,$,!) will help your password to be as strong as possible.

Passwords that uses some common phrases will not be accepted. For example, “Password1” is not considered a secure password. As you are creating your password, there will be a helpful guide on the screen that will show you if you meet the requirements and how secure, or good, your password is as you are typing it:

Visual of strong password validation

Before your hit “Continue”, don’t forget to check that all you have entered all of the required information and that all of your information is correct. Also, do not forget to read and click the check box if you agree to the OptumID Terms and Conditions and Privacy Policy.

Sample OptumID account creation page with required field highlighted

 

Check your email!

Once you click the “Continue” button, you will receive an email from OptumID that you should check right away.

optumid-confirmation-screen

 

In the email, there will be a link to confirm your email address. You will not be able to use your OptumID account to login to the Health Connector website until you confirm your email address. If you do not see the email from OptumID, check your spam or junk email folder.

Example email message from OptumID to verify the email address

 

Once you confirm your email, then you will see a confirmation page to be able to continue to complete your application for coverage.

Email confirmation screen

If you don’t remember your login information, you can reset your username or password.

If you forget your username or password, you can go to the account sign in page and click on the link “Forgot Username” or “Forgot Password” to get an email from OptumID that will include information and instructions to get back into your account.

Please note that these emails will come from OptumID (ID@Optum.com). If you do not get an email within a few minutes, check your email’s spam or junk email folder. If this happens, please add the email address ID@Optum.com to your safe-senders list.

Please note: The only required information for this form is your first name and your last name.

optum-id-forgot-username-sample

 

I am locked out of my OptumID account. What should I do?

First, follow the instructions above to reset your username or password. If you are not able to get back into your account by clicking the “Forgot username” or “Forgot Password” links (see above), you can call Health Connector customer service for help at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

When I try to sign in, I get a message that there is already an OptumID account

If you get a message that there is already an account created with your login information, you may need to go through the “I forgot my account username and/or password” process as described above. If you continue to get this message, you can call Health Connector customer service for help at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

If you are still having login issues

  1. Try closing and restarting your web browser. This may resolve your login issues.
  2. Clear your browser’s cache (read the information in the section above to learn how to do this).
Children under age 19 may apply for coverage as the primary subscriber for a child-only plan, but they will need to provide the Health Connector and MassHealth information about a parent or legal guardian to sign the coverage Terms & Conditions. Currently, the website does not allow families to provide this information online.
If you are applying for coverage with the help of an Enrollment Assister, family member, or friend, there is a section of the application that allows you to indicate if someone is helping you. You will need to select “Yes” or “No” before you can continue.

Please note that you are not required to have someone help you in order to apply or receive benefits.

If you are applying with help from another person, when you select “Yes,” you will also need to provide information about that person on that screen. If you are getting help, you will need to provide the required information on the “Who is helping you” screen during the application before you can continue your application.

Who is helping you screen with a no selection

Who is helping you screen with a “No” selection

Who is helping you screen with yes selection

Who is helping you screen with a “Yes” selection

For some of the types of people that help you, like a Navigator or Certified Application Counselor (CAC), you will also be asked to fill out a form that gives them permission to help you:

Enrollment Assister Type Form(s) to Complete
Navigator Navigator Designation Form (NDF)
Certified Application Counselor Certified Application Counselor Designation Form (NDF)and sometimes also  a Permission to Share Information (PSI) Form
Issuer Enrollment Assister Issuer Enrollment Assister Designation Form

When you meet with an Enrollment Assister, they will provide you with the form to complete.

Who can help me?

You can get help from a friend, family member, relative, or other person or organization of your choosing who agrees to help you. Or, you can get help for a certified Enrollment Assister such as a Navigator, Certified Application Counselor, or Issuer Enrollment Assister.

It is up to you to choose someone to help you if you want or need that help. Neither MassHealth nor the Massachusetts Health Connector will choose or assign a person for you.
Enrollment Assisters

Enrollment Assisters are people who can help you with your application and enrollment in coverage. They can help you understand new coverage options available as a result of national health care reform and find the most affordable coverage that meets your needs. Enrollment Assisters can be Navigators, Certified Application Counselors, Issuer Enrollment Assisters, or Authorized Representatives.

Authorized Representatives

If you get help from another type of assister such as a friend, family member, or other person, this person may need to complete an Authorized Representative Designation (ARD) Form (or sufficiently similar document), and mail or fax the form to MassHealth. In addition to providing your authorized representative’s information on the “Who’s helping you?” screen, an Authorized Representative Designation form should be completed for certain situations:

  1. If because of a mental or physical condition, you cannot designate an authorized representative in writing, a person (not an organization) who is acting responsibly on your behalf can be your authorized representative if that person certifies, by filling out an ARD Form, that you are not able to provide a written designation, and that he or she is acting responsibly on your behalf.
  2. An authorized representative can also be someone who has been appointed by law to act on your behalf. This person must fill out the ARD Form and either you or this person must submit to us, together with this form, a copy of the applicable legal document stating that this person is lawfully representing you.
  3. A person appointed by law to act on behalf of the estate of an applicant or member who has died can also serve as an authorized representative by following the instructions in the ARD Form. An authorized representative may be a legal guardian, conservator, holder of power of attorney, or health care proxy, or, if the applicant or member has died, the estate’s administrator or executor. What this person is authorized to do for you or for the applicant or member’s estate will depend on the wording of the legal appointment.You must provide the authorized representative’s date of birth and an e-mail address, if he or she has one, so that we can prove his or her identity and protect your privacy

NOTE: An authorized representative has the authority to act on an applicant’s or member’s behalf in all matters with MassHealth and the Health Connector, and will receive personal information about the applicant or member until we receive a cancellation notice terminating their authority. Their authority will not automatically terminate once we process your application.

What is ID Proofing?

ID proofing is one of the first steps of the process to apply for health coverage through the Health Connector website. ID proofing is a requirement of the Affordable Care Act (ACA) and must be completed in order for you to submit an application through the Health Connector website. ID proofing is used to verify your identity and is done by asking you questions based on your personal and financial history.

Will ID Proofing affect my credit report or credit score?

When you check credit report after ID Proofing, you may see an inquiry from the Centers for Medicare & Medicaid Services, or CMS. CMS uses credit reporting agencies like Experian to verify the information on your eligibility application. This is only an inquiry and does not affect your credit score. Your eligibility application  and credit score will not be affected by the inquiries from Experian or CMS.

Why do I need to verify my identity?

To protect your personal information, you have to take a few steps to verify your identity before you can complete an application. First you will provide information when you create your profile. This information will be used for the first step of ID proofing. Once your information is verified, the ID proofing process will ask you questions that only you would be likely to know the answers to, based on your financial accounts and personal information in your credit report. This process is meant to prevent an unauthorized person from creating an account and applying for health coverage in your name without your knowledge.

What information will I need to verify my identity?

You should be prepared to provide accurate answers to questions about your personal and financial history. You will not be asked about all of these issues, but having this information handy will be helpful:

  • Addresses of current and past residences
  • Names of counties resided in, past and present
  • Auto ownership—Details of the car, the license plate, and any auto loans
  • Names of current and previous employers
  • Credit cards—Name of lenders, year and month the account was opened
  • Mortgages—Name of the lenders, amount of mortgage, and the term (the number of months or years) of the loan
  • Loans (including Auto, Student, and Home Equity Loans)—including the name of the lender, amount of loan, and term (the number of months or years) of the loan

About 90% of people that apply through the Health Connector pass ID proofing. You will have 3 chances to enter your information in order to pass. If you do not pass the first time, you can try adding a middle name, suffix, or Social Security number, if you have these, to improve your chances of passing the first step of ID proofing.

What does it mean when the Health Connector tells me that my identity couldn’t be verified?

If you get a message on the Health Connector site that tells you that your identity couldn’t be verified, it simply means that we couldn’t match all of the information you provided with the information available in the electronic records we use for verification. It does not mean that we will not be able to verify your identify, but that we need to take some additional steps to do so.

Some reasons why you may not be able to pass ID proofing is if you have moved within the last year or you have a locked credit report. Sometimes, adding some additional information about yourself, like a middle name, suffix, or Social Security number.

If the Health Connector website tells me that my identity couldn’t be verified, what is the next step?

If the Health Connector website informs you that your identity couldn’t be verified online, you’ll need to send  proper documentation—such as a copy of your driver’s license; U.S. passport; or another identification card issued by the federal, state, or local government (for example a Massachusetts State ID card)—in order to continue your application. See the full list below:

ID Proofing Accepted Documents

  • Driver’s license issued by state or territory
  • School identification card
  • Voter Identification card
  • military draft card or draft record
  • Identification card issued by the federal, state, or local government
  • U.S. passport or U.S. passport card
  • Certificate of Naturalization (Form N-550 or N-570) or Certificate of U.S. Citizenship (Form N-560 or N-561)
  • Permanent Resident Card or Alien Registration Receipt Card (Form I-551)
  • Employment Authorization Document that contains a photograph (Form I-766)
  • Military dependent’s identification card
  • Native American Tribal document
  • Coast Guard Merchant Mariner card
  • Foreign passport, or identification card issued by a foreign embassy or consulate that contains a photograph

If you can’t provide a copy of one of the above documents, you can send us a copy of two of the following documents instead:

  • Birth certificate
  • Social Security card
  • Marriage certificate
  • Divorce decree
  • Employer identification card
  • High school or college diploma (including high school equivalency diplomas)
  • Property deed or title

You can send us documents in the following ways:

  1. Fax: 617-887-8745
  2. Mail:
    Health Connector
    133 Portland Street 1st floor
    Boston, MA 02114-1707
  3. Walk-In: Call Customer Service at 1-877-MA ENROLL (1-877-623-6765) if you would like to bring your documents to one of our walk-in centers:

Boston

Massachusetts Health Connector
133 Portland Street, 1st Floor
Boston, MA 02114-1707

Springfield

88 Industry Avenue
Springfield, MA 01104

Worcester

Massachusetts Health Connector
146 Main Street, Suite 201/202
Worcester, MA 01608

Please don’t send original documents. The document(s) you send must have either a photograph or other identifying information such as name, age, sex, race, height, weight, eye color, or address. We may ask you additional questions about your documentation in order to verify your identity.

After your documentation is received and processed, you will receive a phone call and/or email to let you know that either your identity was verified or further information is still required.

NoteThe Health Connector and MassHealth are required to abide by strict privacy and security standards to make sure your information is protected.

What if I have sent in documents but I have not yet received a notice informing me that my identity verification has been processed?

Please contact the Health Connector or MassHealth Customer Service Center to check for a status update:

  • Health Connector:1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.
  • MassHealth: 1-800-841-2900, or TTY 1-800-497-4648 for people who are deaf, hard of hearing, or speech disabled.

I continue to have issues verifying my identity, how can I apply for coverage?

If, after you submitted your verification documents and received confirmation that you can continue with your application, but continue to have issues verifying your identity you can:

  • Call the Health Connector or MassHealth Customer Service Center to help you complete your application, or
  • Mail in a paper application to Health Insurance Processing Center, P.O. Box 4405, Taunton, MA 02780 or fax to 617-887-8770.

What if I already submitted a paper application or I applied through the Customer Service Center and I received a notice with my eligibility determination, but now I am having difficulty creating an online account to enroll in coverage?

Don’t worry! Your eligibility determination will be maintained until you are able to select and enroll in a plan, as long as you do so before the end of the enrollment period. Please follow the steps above in order for the Health Connector to verify your identity.You can also call Health Connector Customer Service for help with selecting and enrolling in a plan at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Content Adapted from “FAQ on Remote Identity Proofing, Remote Identity Proofing Failures and Application Inconsistencies (Federally-facilitated Marketplace)”, last updated May 21, 2014. https://marketplace.cms.gov/technical-assistance-resources/remote-identity-proofing-faqs.pdf

The Health Connector application website is used to determine both MassHeath and Health Connector eligibility for people who apply for coverage and help paying for costs. During the application process, you will be asked some specific questions and will need to provide information about how each person in your household is related to one another.

Because of this requirement, when you complete your application, and have dependents listed, the system will ask you how you are related to each dependent more than once. As a result, completing this section of the application may be a little confusing. These questions cannot be skipped in order to get an accurate eligibility determination. Please read all the options carefully before answering these questions and ensure you double-check your work before submitting your application.

People who are applying for health coverage can apply even if they do not have a Social Security Number (SSN). Please note that if you have household members included on your application, but are not seeking coverage, you will still be asked to enter their SSN, if they have one, or to choose a reason why they do not have one.
To determine your eligibility for subsidized health insurance, the Health Connector must collect information about your household’s income.

Income sources to include:

For each of the following sources, make your best estimate for what your income will be in 2016.

  • Wages
  • Salaries
  • Tips
  • Net income from any self-employment or business
  • Unemployment compensation
  • Social Security payments, including disability payments
  • Alimony
  • Any other taxable income such as retirement income, investment income, pension income, rental income, prizes, awards, and gambling winnings

Do NOT include the following as income:

  • Child support
  • Gifts
  • Supplemental Security Income (SSI)
  • Veterans’ disability payments
  • Workers’ compensation
  • Proceeds from loans (such as student loans, home equity loans, or bank loans)

Do NOT include any money that an employer takes out of your paycheck such as:

  • Child care
  • Health insurance
  • Retirement plans

These “not taxable” items should be listed explicitly on your paycheck.

Please be sure to double-check that the information you have entered is correct. There is a summary page at the end of the Income section of the application where you can review your information. Take care to note that the income amount has the appropriate yearly/monthly/or weekly label.

 

Continue to read the full guide on how to answer questions on different types of income →
“Minimum Value” standards mean that the health plan will pay at least 60% of the total cost of medical services for a standard population. The other 40% of costs would be paid by members through deductibles, co-pays, and co-insurance. Most employer plans meet the Minimum Value standards. To find out for sure if your employer’s plan meets these standards, talk to your human resources department or the health plan. You can use the worksheet we developed to collect their answers. Download the worksheet by clicking here.

How do I know if my employer’s plan is affordable?

On the “Additional Questions Summary” page in the application, if you indicated that you are currently covered by another plan, like VA, Tricare, or Medicare, you will not be able to see this information in the “Additional Questions” summary page for this section.

MassHealth and the Health Connector are aware of this error and are working to fix it.

Even small errors on your application like a misspelled name or incorrect address may cause you to experience a delay in getting an eligibility determination or shopping for a plan. To avoid any delay in processing your application or choosing a plan, before you hit a “Save and Continue” button at any point during the application, carefully review what you have entered into the application to make sure the information you entered is correct. You should also carefully review your application again from beginning to end before you click the “Submit” button.
The final step to complete your application is reading and attesting to the statements in the “Rights and Responsibilities” section of the application and providing your e-signature. This page includes important information about getting coverage through MassHealth or the Health Connector. You will need to read and attest to all statements by clicking the checkboxes on the screen before you can submit your application and see what programs you are eligible for.

If you need help understanding your rights and responsibilities, you can get help from a customer service representative or an Enrollment Assister.

Incarcerated household members

Because of Affordable Care Act (ACA) and Medicaid rules, people who are in jail because they have been convicted of a crime are not eligible to get coverage through the Marketplace.

However, if someone in your household is in jail awaiting trial (pending disposition), that person is still eligible to apply for coverage through the Health Connector website.

When you apply, you will be asked on the “Rights and Responsibilities” page if someone applying for coverage is incarcerated. Only respond “Yes” if there is a person who is applying with you and they are in jail because they were convicted of a crime (not awaiting disposition).

e-Signature

Your Electronic Signature—or e-Signature—allows you sign documents online.

If you are having trouble with the e-Signature, such as getting an error message—for example, “Your e-Signature does not match the Head of Household’s name. Please note that this field is case-sensitive”—first, check and make sure that the name you typed into the e-Signature box is exactly how you typed it when you created an account. If it looks right, then check to make sure you did not accidentally include any extra spaces or punctuation.

EXAMPLE:

How you entered your name on your account information:

John S Doe Jr.

How you should enter your e-Signature:

Correct Not Correct
John S Doe John S Do e  (contains an extra space)John DOE (case does not match)John S. Doe (do not include a period after your middle initial)
John Doe John S Doe, Jr. (do not include a suffix or extra punctuation)

Other tips:

  • If you entered a middle initial when you created your account, you may not need to include it in your e-Signature. If you do enter your middle initial and get an error message, try entering your signature without it.
  • Do not use a period after your middle initial.
  • Do not include your suffix (like Jr., Sr., etc.) that you selected when you created your account.
  • If you accidentally put an extra space in your name when you created your account, this may cause errors because your signature must match exactly.
When you enter your document type, you may need to enter one or more of these fields:

  • Alien number: The alien number (also called alien registration number or USCIS number) can be found on the immigration document. It starts with an “A” and ends with 8 or 9 numbers. If your card has 8 numbers enter the A before the 8 numbers, if your card has 9 numbers please enter just the 9 numbers. If you also have a card number, you should enter both, if possible. If you have a card number, but don’t enter it, it will take longer to verify your status.
  • Card number: The card number can be found on several immigration documents, including the I-766 Employment Authorization Card and the I-551 Lawful Permanent Resident Card. A card number starts with 3 letters and ends with 10 numbers. If you also have an alien number or if other document information is requested, you should enter all, if possible. If you have a card number, but don’t enter it, it will take longer to verify your status.
  • I-94 number: The I-94 number (also called the admission number) is printed on the I-94 or I-94A. This is an 11-digit number and is usually found at the top, left-hand side of the document. Note: In some cases, Customs and Border Protection may have struck out the pre-printed I-94 number and hand-written a different number on the form. If this is the case, enter the hand-written number.
  • Passport number: The passport number can be found on the passport. It can be 6 to 12 numbers long.
  • Country of issuance: Select the country which issued the passport.
  • Passport expiration date: Enter the date the passport will expire (month, day, year). The expiration date should be listed on the document.
  • SEVIS ID number: The SEVIS ID (Form I-20 or DS2019) which is 10 numbers long and is located at the top, right-hand corner of the document.
  • Document expiration date: Enter the expiration date (month, day, year) listed on the document.
  • Category code: Enter the 3-digit code listed on the employment authorization document. This code starts with an “A,” “B,” or “C.”

Click here to see the different types of immigration documents and how to find the information you need →
If you have trouble finding your document or a number on your document, but you know your alien or I-94 number, select “Other documents or status types” when asked to select your document. Then, you’ll see another drop-down list where you should select “Other.” Then, enter a description of your document in the text field and your alien and/or I-94 number.

If you have trouble finding information on your document or you’re getting errors when trying to submit your application, answer “Yes” if you have eligible immigration status when asked this question, then continue your application without entering your document numbers. If you don’t enter your document information, you may be asked to provide a copy of your document after you submit your application.

Click here to see the different types of immigration documents and how to find the information you need →

Eligibility Results

People can use this website to apply for MassHealth coverage, the Children’s Medical Security Plan and the Health Safety Net. People who qualify for MassHealth coverage after completing the online application cannot shop for Health Connector or ConnectorCare plans.

If you or some of your household members have been approved for coverage through MassHealth, those people will get a letter from MassHealth in 3–5 business days with more information about their coverage and health plan options available. If you have any questions, you can visit the MassHealth website and find out more in the Member Booklet for Health Coverage and Help Paying Costs or contact MassHealth Customer Service at 1-800-841-2900, or TTY 1-800-497-4648 for people who are deaf, hard of hearing, or speech disabled.

After you complete your eligibility application, you may see that you need to send in verification documents, or proof, of information you have submitted. After you submit your application online, you will see an eligibility determination page that shows the programs your household qualifies for, as well as the type of document that you will need to send to the Health Connector as proof. You will also see a list of the different kinds of documents that count as acceptable proof.

In addition to this list available online, each household member will receive a letter in the mail requesting the same verification materials.  Depending on which coverage people in your household qualify for, they may receive notices from both the Health Connector and MassHealth requesting the same information. These notices are valid and you will need to respond to each notice in order to complete your application and/or enrollment process.

You can learn more about the types of proof that may be required on our Verification Document information page.

Sample Eligibility Results Page with Verification Documents Requested

eligibility_results_sample_screen

Sample Notice Requesting Verification Documents

Sample Request for Information notice letter

Tip: You can still enroll in MassHealth coverage or Health Connector plans while verifications are being processed, which can take up to 90 days. You will get a letter from either MassHealth or the Health Connector with any next steps you need to take within 90 days of completing your application.

Shopping for Plans

When you are shopping on the Health Connector’s website for a health plan, it’s important to look at a number of things, including:

  • Your monthly plan premium
  • Your plan’s deductible
  • Your maximum out-of-pocket costs
  • What prescription drugs are covered and how much you will pay
  • What is covered and how much you will pay if you see a doctor or go to the emergency room
  • If your provider, or doctor, accepts the plan

You can find this information on each plan’s Summary of Benefits and Coverage (SBC). This is where you can find the most comprehensive information on any plan. To see a plan’s SBC while you are browsing for plans, go to the plan detail page. At the bottom of the page are links to Plan Documents. You can find SBCs there.

Additionally, when you are selecting a plan, it is very important that you check that your doctor is in that plan’s network (a network is the group of providers that participate with a certain health plan). You will find links to health plan websites on the Health Connector website. Be sure to visit the “find a doctor” tool (Provider Search) on these websites before enrolling in a plan to ensure that your doctor will be available to you.

Individuals and families who only want to purchase a dental plan can apply for coverage and preview plans anonymously, but need to call customer service to enroll. You will not be able to purchase a stand-alone dental plan online without also purchasing a health plan, but customer service support is in place to allow you to enroll over the phone.

If you want to purchase a stand-alone dental plan without purchasing a health plan, please follow these steps:

  1. Complete an online eligibility application
  2. Anonymously preview dental plans and determine which plan you would like to purchase from available options
  3. Once you have identified a plan, contact Health Connector customer service to purchase your stand-alone dental plan over the phone. Call 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.
If you purchase dental insurance, your coverage always ends one year after your enrollment date. For example, if your dental coverage start date is February 1, 2017, your coverage end date will be January 31, 2018.

However, some members enrolled in dental coverage will see a coverage end date of December 31, 2017 in the online application, which may not be correct. The Health Connector is aware of this error and is working hard to fix it. If at any time you are not sure of your dental coverage end date, please look at the information you received from your dental carrier, or you can call Health Connector Customer Service at  1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

People under 30 and people with a hardship exemption may buy a catastrophic health plan. This type of plan has lower monthly premiums and protects you from very high medical costs. However, for people who submit an application for coverage with financial assistance and are eligible to shop for catastrophic plans, the Health Connector website currently does not allow shopping and enrollment in these plans online. However, there are two ways to allow consumers to enroll in catastrophic plans.

If you are eligible to shop for catastrophic plans and intend to enroll in one, you can either:

  1. Complete an application for insurance without help paying for costs to shop for these plans online. To do so, answer “no” to the question, “Are you seeking financial assistance?” when you complete your application.

or

  1. You may need to contact Health Connector customer service in order to purchase a catastrophic health plan over the phone. Call 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

 

Please remember to carefully review Summaries of Benefits and Coverage for this plan type to ensure the coverage meets your needs. If you are not sure, you can contact a local Enrollment Assister to help you understand your coverage options.

If you are eligible for an Advance Premium Tax Credit (APTC), the amount of the tax credit that you apply to your plan’s premium cost cannot be more than your total premium amount. So, when you are shopping for a plan and select a tax credit amount to lower your premium cost, please make sure it is less than or equal to the premium that is shown even if you have unused APTC available.

To change your APTC amount, while you are shopping for plans:

  1. Click the “Change Tax Credit” link in the top paragraph of the page that explains what the Advance Premium Tax Credit is and how much you are eligible for.
  2. When you click the link, it will open a modal window that includes a slider to increase or lower the amount of tax credit you want to apply to your monthly premium.
  3. Then, click “Save” to save your changes.

Enrollment

Making your first premium payment is an important step in the enrollment process. If you have a premium, in order to complete your enrollment in a Health Connector health or dental plan, you must submit your first premium payment by the due date.

Please note you will not be enrolled in your health or dental plan until you pay the first month’s premium in full by the due date. Once you make your first payment, it will take about five business days before your insurance carrier will be able to confirm your enrollment. Once your enrollment is confirmed, you will receive a Welcome Letter from the Health Connector. Your insurance carrier will send you an ID card within approximately 2 weeks after the Health Connector receives your full payment.

* Please note that the Health Connector does not accept payment by cash, debit card, or credit card.

The payment due date for all Health Connector individual and family health and dental plans is the 23rd of every month before the next coverage effective (start) date, which is the 1st of every month. For example, September 23, 2017 is the payment due date for coverage effective October 1, 2017.

2017 Monthly Plan Selection and Payment Deadlines

Coverage Start Date Payment Due Date
January 1, 2017 December 23, 2016
February 1, 2017 January 23, 2017
March 1, 2017 February 23, 2017
April 1, 2017 March 23, 2017
May 1, 2017 April 23, 2017
June 1, 2017 May 23, 2017
July 1, 2017 June 23, 2017
August 1, 2017 July 23, 2017
September 1, 2017 August 23, 2017
October 1, 2017 September 23, 2017
November 1, 2017 October 23, 2017
December 1, 2017 November 23, 2017

If you are applying and enrolling in a Health Connector or ConnectorCare plan for the first time, your enrollment isn't finished until you checkout your plan and make your first premium payment for your coverage by the due date. If you miss this deadline, the earliest date your coverage could start is the first day of the following month.

 

All members who wish to make an online payment can use Health Connector’s payment page at https://payment.mahealthconnector.org.

  • No login is required to make a payment.
  • Carefully read all of the messages and instructions on the payment page.

 

 

Online payment instructions and tips

 

Note: We have been made aware that some people have received a message that we are unable to process their online payment. The message reads, “The information you entered about yourself does not match our records. As a result, we were unable to withdraw a payment from your bank account.”

This may have happened because we were not able to match the payment information with the information the individual provided in their application, such as their name or date of birth.

If there is any problem processing your payment, you will receive an email, a phone call, or a letter in the mail in order to resolve the issue. We recommend that you include your email address when making an online payment, as email is the fastest way for us to let you know if there is a  problem with your online payment.

 

Making an Online Payment After You Have Selected a Plan

To make an online payment after completing your plan selection, you will see a message that says, “You have submitted your eligibility application and selected a plan”, with text that follows providing an option to make an online payment. You must click on the either of the links labeled “here” or “Payment Options”. Clicking on the “here” link will open “Pay your Premium online” page in a different browser tab or windowSee image below:

 

Screenshot of the Eligibility Application Submitted modal window with links highlighted

 

 

Now, return to the tab or window where the application is open Click on the blue “I’m Done” button to access the “My Enrollments” page and your Enrollment ID  number (starts with RefID). Copy the ID number or write it down.

Image of page detail in application that shows Enrollment ID number on a member's My Enrollments page when they are logged in

 

 

Go to the previously opened “Pay your Premium Online” page in the different tab to paste the Enrollment ID, or enter the Enrollment ID to proceed to payment. Follow the instructions below.

 

Step-by-Step Online Payment Instructions

In order to make a payment for your health or dental plan online through the payment page at https://payment.mahealthconnector.org, you will need to enter your personal information (like first name, last name, date of birth, and address) exactly the same way as it was entered on your application.

Step 1: Choose the plan type you are paying and identification number

First, choose whether you are making a payment for your medical or dental plan. If you purchased both, each policy must be paid separately.

Next, choose a unique identification number. You have the choice of using one of three pieces of identifying information:

  1. Enrollment ID:  This number can be found on your “My Enrollments” page when you log into your account. This number begins with “RefID”, but please use only the numbers to make your payment.
  2. Social Security number: If you used a social security number when you applied, you will need to enter it twice to confirm your information. If you did not provide a Social Security number, then you will need to choose another ID type, such as your Enrollment ID or Billing Account Number.
  3. Billing Account Number: If you dis not use a Social Security number or cannot find your Enrollment ID, then enter your Billing Account Number found in the top left-hand corner of your Health Connector Insurance Bill. This number will start with a “7.” Also, if you purchased a health and dental plan, these will have different billing account numbers.
Detail of step one of the online payment screen

Detail of Step 1 of the online payment screen

Please check all of your information very carefully in this section before you submit your payment.

Helpful Tips

When making an online payment, we recommend that you keep your application and account open on one tab or window of your browser, and the payment system open in another tab or window, so you can go back-and-forth between your application and payment page as necessary to fill in the information requested to make an online payment.

At the very least, before you leave the application portion of the website, you should write down your Enrollment ID number (starts with RefID) which you can find in My Enrollments screen and your premium amount from your application. You will need to enter this information into the payment system.

STEP 2: Enter your personal information

Enter your name and date of birth exactly as you entered it in your eligibility application. If you are not sure, you can always log into your account and look at your profile details to see what you entered.

Be very careful when you enter your date of birth. Enter your Date of Birth in MM/DD/YYYY format. For example, if your birthday is May 1, 1954, then you must enter it as 05/01/1954.

Detail of Step 2 of the online payment screen

Detail of Step 2 of the online payment screen

Please check all of your information very carefully in this section before you submit your payment.

Step 3: Enter your mailing address and contact information

First, enter your mailing address exactly as it appears in your application. If you are not sure, you can log into your account and view your profile to ensure that your information matches.

Then, enter your phone number and email address, if you have one. For your contact information, only a phone number is required, but we also encourage you to include an email address, if you have one, since it is the fastest way for us to contact you about your payment status.

Detail of Step 3 of the online payment screen

Detail of Step 3 of the online payment screen

Please check all of your information very carefully in this section before you submit your payment.

Step 4: Enter your premium amount and billing information

First, in the “Amount Due” field you need to enter is now much you owe.  If you do not have an invoice, this amount can be found on your “My Enrollments” page on your online account.  You will need to enter the exact amount in dollars and cents you want to pay for your medical or dental plan. You need to make a separate payment for each of your plans.

For example,

Your premium amount What you should enter in the “Amount” field
$301.00 301.00
$95.56 95.56
$1,035.15 1,035.15
Detail of Step 4 of the online payment screen - Enter Amount Due

Detail of Step 4 of the online payment screen – Enter Amount Due

Next, choose a payment frequency. In this step, you need to decide whether you want to make this payment

  • A one-time payment or
  • A recurring monthly payment.

What is the difference between a one-time payment and recurring payment?

One-Time Payment – Authorizes your bank or financial institution to transfer from your account the amount of money you have specified for your premium in the “Amount” field. Your Health or Dental Premium Billing Account will be credited on the next business day after you submit your payment information.

Recurring Payment – Authorizes your bank or financial institution to transfer from your account each month the amount of money you owe the Health Connector for your premium. You have the right to receive a written notice of the amount and date of the transfer 10 days in advance of the scheduled transfer. The Health Connector will provide that notice by sending you a bill each month telling you the amount of money that will be withdrawn. There will be a message on your bill telling you when your recurring payment is active.

  • The first payment will be the amount you specified in the “Amount” field and will be withdrawn from your account on the next business day after you submit your information. Your Health or Dental Premium Billing Account will be credited on the same day it is
  • For all upcoming payments, the amount will be the balance of your Health or Dental Premium Billing Account and will be withdrawn from your account on the 22nd calendar day of each month until the date you specified in the Recurring Payment End Date field. If you wish to cancel your ongoing recurring payment, please contact the Health Connector Customer Service at 877-MA-ENROLL.

Enter your checking or savings account information

Depending on if you choose to make a one-time payment or recurring payment, you will be able to see where you can enter your checking or savings account information.

If you choose to make a one-time payment, you can select from the “Account Type” drop down if you are paying with a checking or savings account.

Then you will need to enter:

  • The name of the person on the account.
  • The checking or savings account number. You will need to enter this twice to confirm your information.
  • The bank routing number. You will need to enter this twice to confirm your information.

Tip: there is a picture of a sample check that shows where to find this information.

payment_screen_4

If you choose to make a recurring payment, you will see that the “Recurring Payment Start Date” will automatically be the current date. For example, if you are making a payment on October 15, 2016, the start date will read “10/15/2016.” This start date cannot be changed.

Then, you will see the “Recurring Payments End Date.” This option allows you to choose the date you would like your recurring payments to end. You must select a month that is less than 12 months from when you create your recurring payment. Please note that if you need to cancel your ongoing recurring payment before the date you enter here, you can contact Health Connector Customer Service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Then, the next step is to select from the “Account Type” drop down if you are paying with a checking or savings account.

Then you will need to enter:

  • The name of the person on the account.
  • The checking or savings account number. You will need to enter this twice to confirm your information.
  • The bank routing number. You will need to enter this twice to confirm your information.

Tip: There is a picture of a sample check that shows where to find this information.

payment_screen_5

Step 5: Submit your payment

Please check all of your information very carefully in this section before you submit your payment.

After you have carefully reviewed your information, you will need to enter the letters and/or numbers you see in the CAPTCHA image.

Why is this required? CAPTCHA allows the Health Connector to protect your information and prevent harmful programs from accessing this site. Please type the letter or numbers exactly as you see them. You can learn more about CAPTCHA here.

Sometimes, the CAPTCHA pictures are difficult to read. If you are having trouble reading the image, click the refresh button to the right of the image to see a different image. Or, if you click the speaker symbol, you can hear letters and numbers read out loud for you to enter into the field. Every time you use the Health Connector payment page to make a payment, you will see a different image. If you accidentally enter the wrong information, you will be able to try again, with a different image, until you enter the correct letters and/or numbers.

Once you enter the correct letters and/or numbers, you will be able to submit your payment by clicking the “Submit Payment button.”

payment_screen_6

What happens after you submit a payment?

If you chose a one-time payment, your payment will be withdrawn from your account on the next business day after you submit your information. Your health or dental Premium Billing Account will be credited on the

If you chose a recurring payment, your first payment will be withdrawn from your account on the next business day after you submit your information. Your Health or Dental Premium Billing Account will be credited on the same day. For all upcoming payments, the amount will be the balance of your Health or Dental Premium Billing Account and will be withdrawn from your account on the 22nd calendar day of each month until the date you specified in the “Recurring Payment End Date” field. If you wish to cancel your recurring payments, please contact Health Connector Customer Service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Remember, payments are due by the 23rd day of each month.

What happens if you enter information that does not match your application?

If we are not able to match your information with information you provided in your application—such as your name or date of birth—we will not be able to withdraw the payment from your account. If this happens, we will let you know in one of the following ways:

  1. Send you an email if you provided us with an email address, or
  2. Call you at the phone number you provided when you made a payment, or
  3. Send you a letter if we are unable to reach you by phone

In order to complete your payment, you will need to re-enter your personal and payment information.

Always check all of your information very carefully before you submit your payment.

 

You can pay your premium using your bank’s online bill pay.

  • Follow your bank’s instructions for setting up the online payment.
  • Search for and select MA Health Connector.
  • Make sure the address is P.O. Box 970063, Boston, MA 02297-0063.
  • Be sure to include your 9 digit account number beginning with 7. You can find your account number in the top left-hand corner of your Health Connector insurance bill. You can also call the Member Service Center to get your account number.
  • When using this option, set the payment date to 3-5 days before your Health Connector payment is due, which is always on the 23rd day of the month.
You will get an invoice within 3–5 business days after you choose your plan and can mail a check or money order for the full amount of your premium payment to the Health Connector, or bring it in-person to one of our walk-in centers.

Mail a check or money order made payable to “Health Connector” along with the payment coupon from your invoice to:

MA Health Connector
P.O. BOX 970063
Boston, MA 02297-0063

Note: If you are mailing a payment using a same-day or next-day delivery service, payments should be addressed to MA Health Connector, 133 Portland Street, 1st Floor, Boston, MA 02114.

Please, also remember to check your payment due date on your invoice.

You can make a payment in-person at one of our customer service walk-in centers during normal business hours:

Walk-in center locations:

133 Portland Street, 1st Floor
Boston, MA 02114
Hours: Monday–Friday, 8:00 a.m.–6:oo p.m.

146 Main Street, Suite 201/202
Worcester, MA 01608
Hours: Monday–Friday, 8:00 a.m.–6:oo p.m.

88 Industry Avenue
Springfield, MA 01104
Hours: Monday–Friday, 9:00 a.m.–5:oo p.m.

 

Maintaining Your Account

How to change your mailing address

The Health Connector website now allows you to make updates to your application without calling customer service. If you need to report a change, you will now be able to sign into your account and edit your application by visiting the “My Eligibility” page and clicking “Edit Application”.

Screenshot of the Edit Application Link

On the next page, you will need to click “Report a Change”.

Screenshot of the Report a Change Link in the application

From there, click the link that will take to you change your address or other contact information and follow the on-screen instructions to make your changes:

Screenshot of the Report a Change page in the application

How to update your application

The Health Connector website now allows you to make updates to your application without calling customer service. If you need to report a change, you will now be able to sign into your account and edit your application by visiting the “My Eligibility” page and clicking “Edit Application”.

Screenshot of the Edit Application Link in the application

 

On the next page, you will need to click “Report a Change”.

Screenshot of the Report a Change Link in the application

From there, you will be able to select the type of change (or changes) you need to report:

Screenshot of the Report a Change page in the application

A few examples of changes you can report online are:

  • Adding a person to your household, such as when you get married or have a baby.
  • An income change, such as if you are now earning more or less.  Special Note about income changes
  • A move to a new address.
  • A change in coverage, such as if you are now eligible for insurance through your job or through another family member.
  • A change in application type, such as if you now wish to apply for help paying for costs.

Please note that some changes that you report may make you eligible for a Special Enrollment Period where you may be able to shop for a new plan. For example, you may get access to new plans as a result of a permanent move within the state.

 

Learn more about Special Enrollment Period and qualifying events →

Need Help?

If you need help making changes, you can contact a local Enrollment Assister who can help walk you through changes. You can also call Health Connector customer service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

How to cancel your Health Connector or ConnectorCare plan

As a Health Connector member, you have a right to cancel your health or dental plan at any time. But the day of the month when you cancel your plan is very important.

If you need to cancel a health or dental plan for next month, then you must cancel the plan by the 23rd of the current month.

Your coverage end date is the last day of the month that you request your plan cancellation even if you cancel before the 23rd of the month.  Otherwise, your coverage will end the last day of the following month. So, if you cancel your plan on or before the 23rd of the month, you will still be covered through the last day of that month. If you cancel your coverage after the 23rd you will be covered for the entire following month if you paid your monthly premium.

Here is an example: 

  • You started a new job and now will  have health insurance through your new employer that starts on October 1, 2017.
  • You must cancel your plan through the Health Connector between August 24 and September 23, 2017 in order for your plan to end by September 30 right before your job-based plan starts on October 1st so you can avoid having—and paying for—2 health plans.
  • If, for example, you cancel your plan any time between August 24 and September 23, 2017 you will still be covered by your plan for the full month of September and will be responsible for the full September premium amount.
  • But, if you wait and cancel your plan on September 25th, then that is too late to have your plan canceled for September 30th and you will be covered by that plan through October 31st and will be responsible to pay the October premium.

 

Special note for members who make automatic payments

If you make payments automatically, then you should either cancel your plan or cancel your automatic payments before it is deducted from your account on the 22nd of the month. You can learn how to cancel your automatic payments here →

 

Plan cancellations can’t be retroactive

This means that if you miss the cancellation deadline in the month you want to cancel your plan, then you will not be able to cancel your plan for the that month or any previous month. You will only be able to cancel for the next month. You will be responsible to pay all premiums for that month.

For example, you got a new job and now have health insurance through your new employer that started on October 1st. On October 8th you realized that you did not cancel your Health Connector plan and are covered by 2 health plans.

  • You will not be able to have your Health Connector plan be canceled back to October 1st.
  • You are responsible for paying the premium with the Health Connector for the month of October.
  • You will not be able to get a refund of your October premium from the Health Connector if you already paid it.
  • You will still need to takes steps to cancel your Health Connector plan.
  • Your coverage will continue through the end of October and November will be the first month that you don’t have coverage through the Health Connector.

 

How to cancel your plan

There are 4 ways to cancel your health or dental plan:

1.    Online

  • Step 1: Log into your account
  • Step 2: Go to “My Enrollments”
  • Step 3: Click the “Cancel Enrollment” button
  • Step 4: Confirm your cancellation

Detail of the cancel enrollment button on the My Enrollment screen in a member application

2.    In-person at a walk-in center

Visit a Health Connector Walk-in Center in Boston, Springfield, or Worcester and a representative can help you. No appointment needed.

Boston
Massachusetts Health Connector
133 Portland Street, 1st Floor
Boston, MA 02114-1707
Hours

Springfield
88 Industry Avenue
Springfield, MA 01104
Hours

Worcester
Massachusetts Health Connector
146 Main Street, Suite 201/202
Worcester, MA 01608
Hours

 

3.    By phone

Call Health Connector Customer Service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Hours: Monday–Friday: 8:00 a.m. to 6:00 p.m.

Special note: If you are canceling your plan over the phone, the request should be made no later than 2 hours before close of business on the 23rd of the month.

 

4.    In writing

You can cancel your plan by mail or fax. Mail cancellation requests to:

Health Connector
133 Portland Street, 1st floor
Boston, MA 02114-1707

Special note: If you are mailing your request, please be sure to mail your request by the 10th month so that we have time to receive your request and process it before the 23rd of the month deadline.

Fax cancellation requests to 617-887-8745

Special note: If you are canceling your plan by fax, the request should be made no later than the 16th of the month so that we have time to receive your request and process it before the 23rd of the month deadline.

 

Have a  dental plan but no health coverage?

If you only have a dental plan, you can only make cancellation requests in-person, by phone, or in writing at this time.

 

Resource: Enrollment Cancellation Calendar

Date when you want your plan to end Cancellation Deadline Cancel your enrollment anytime within these dates
January 31 January 23 December 24–January 23
February 28 February 23 January 24–February 23
March 31 March 23 February 24–March 23
April 30 April 23 March 24–April 23
May 31 May 23 April 24–May 23
June 30 June 23 May 24–June 23
July 31 July 23 June 24–July 23
August 31 August 23 July 24–August 23
September 30 September 23 August 24–September 23
October 31 October 23 September 24–October 23
November 30 November 23 October 24–November 23
December 31 December 23 November 24–December 23

 

Remember, if you are signed up for automatic payments through the Health Connector, be sure to cancel your plan or recurring payments before the 22nd of the month.

If you have set up online payments to the Health Connector through your bank’s online bill payment system, be sure to update your account to cancel those payments.

 

See also:

Voluntary Cancellation Policy

Cancellation for Non-Payment of Premium

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