health-insurance-innovations-frequently-asked-questions

Frequently Asked Questions

Policyholder FAQs    Other Common Questions


What services are provided by HIIQ?

Health Insurance Innovations (HIIQ) is your billing and technology resource. In partnership with your insurance carrier, HIIQ manages the billing of your policy and provides access to all of your important insurance documents through your Member Portal. Reach out to HIIQ to:

  • Update your payment information
  • View or download your insurance documents
  • Request additional ID cards
  • Cancel your policy

I need printed copies of my ID cards. Will HIIQ mail them to me when I purchase my policy?

HIIQ will mail you a welcome letter and ID cards for any short-term medical, limited medical, or dental policy you purchase. You can expect those materials to arrive within 10 business days. You can also access those materials online in your Member Portal.

If you have another type of policy, your materials are only accessible in your Member Portal.

I have a question about the policy I purchased. What should I do?

Reach out to your agent with questions about what services your policy covers.

Reach out to your claims administrator with questions about submitting claims and about how much is covered for a specific expense.

I have a question about my coverage. What should I do?

Access your Member Portal. Choose My Plan from the middle navigation bar. Scroll to the Insurance Certificate/Policy link.

Reach out to your agent or your claims administrator with any further coverage questions.

I have a question about a claim. What should I do?

Access your Member Portal. Choose Contact from the middle navigation bar. Scroll to the contact information for your claims administrator.

Refer to your ID card(s) for this contact information as well. You can view and download your card(s) by clicking My Plan from the middle navigation bar and selecting your policy at the Download ID Card.

I can’t log into my Member Portal. What should I do?

Select Forgot Your Password from the login screen. From there, enter the email address associated with your policy to receive an email with a new password.

Reach out to HIIQ at 877-376-5831 Monday – Friday 8:30 a.m. – 7:00 p.m. EST with any further login problems.

I need to change my method of payment. How can I do that?

Access your Member Portal. Choose Update Payment Information from the top right menu. Enter your new payment information and select Update. Reach out to HIIQ at 877-376-5831 Monday – Friday 8:30 a.m. – 7:00 p.m. EST with any further issues updating your payment.

I would like to pay by check. Is this possible?

At this time, we can only accept payments by bank draft or by credit card (Visa, Mastercard, Discover, and American Express). We cannot accept mailed checks.

I need to review my insurance benefits. How can I do that?

Access your Member Portal. Choose My Plan from the middle navigation bar. Scroll to the Insurance Certificate/Policy link.

Reach out to your agent or your claims administrator with any further coverage questions.

I need to review my association benefits. How can I do that?

Access your Member Portal. Choose My Plan from the middle navigation bar. Scroll down to your association membership guide. You can also select About the Association from the middle navigation bar to read general information and find contact information for your association.

I would like to cancel my policy. How do I do that?

Reach out to HIIQ at 877-376-5831 and we’ll help you with any cancellation requests. Business hours are Monday – Friday from 8:30 a.m. to 7:00 p.m. EST.

Please remember that:

Cancellations are effective on the last day of the current coverage cycle.

Additional charges will not be applied to your credit card or withdrawn from your bank account.

Will I have to pay a tax penalty with my policy?

No. Starting with the 2019 plan year (for which you’ll file taxes in April 2020), the Shared Responsibility Payment no longer applies.

Reach out to your agent with further questions.

Note: HIIQ means Health Insurance Innovations, a trading name of Health Plans Intermediaries Holdings LLC.