Frequently Asked Questions
HUSKY Health knows that getting your questions answered is important. Here are some answers to questions you may have. If you don’t see your question here, please let us know, and we’ll be happy to help.
Contact Us
Call Member Engagement Services at 1.800.859.9889 Monday through Friday, 8:00 a.m. – 6:00 p.m. or send us a secure email anytime.
FAQs
Search by keywords:
Access to Care
- Why is it so important for me to choose a Primary Care Provider (PCP)?
Your Primary Care Provider (PCP) is your main source of healthcare. Your PCP can work with your other doctors, if needed. To choose a PCP, use our Provider Search function or PCMH Practice Listing. In a PCMH, or Person-Centered Medical Home, a team of providers works closely with you and your other providers to assist with every part of your healthcare.
For a list of provider types you can choose for your PCP, click here.
If you need help choosing a PCP, please call Member Engagement Services at 1.800.859.9889 Monday through Friday, 8:00 a.m. - 6:00 p.m.
- My doctor doesn’t take HUSKY Health insurance. I want to keep seeing them, but I can’t afford to pay for it. Can you ask them to join the HUSKY Health network?
Yes. We can see if they would join the network, but it’s the provider’s choice whether or not they want to. Contact Member Engagement Services at 1.800.859.9889 to make this request.
- Can I keep seeing my pediatrician once I am an adult?
It depends on the pediatrician. Pediatricians set their own office policies for the maximum age of patients they will accept. However, once you’re an adult, it’s important to become established with an adult Primary Care Provider (PCP). Your PCP is the main source of your healthcare. A pediatrician specializes in the care of children. A PCP who specializes in the treatment of adults can give you important preventive care during your annual well visit.
- I don’t feel like my doctor is listening to my concerns and I’m not getting any better. What can I do?
All HUSKY Health members can file a complaint if they’re unhappy with the quality of services received from a provider enrolled with the HUSKY Health network. Contact Member Engagement Services at 1.800.859.9889. We can also help you find a new provider.
- I am transgender. Can you help me find providers for gender-affirming care?
Yes. We have a Care Management Team with special training to assist our transgender members with managing and coordinating their gender-affirming care. Contact Member Engagement Services at 1.800.859.9889 for more information.
Benefits
- What’s an urgent care clinic and when should I go to one?
If you are sick or hurt and cannot see your doctor, Urgent Care and Walk-in Medical Centers offer quick care.
Urgent Care and Walk-in Medical Centers are great when you need help with any of the following:
- Minor problems, such as colds, coughs, flu symptoms, ear pain, sore throats, major headaches, fever, or skin problems.
- Minor injuries, such as hurt ankles, back pain, minor cuts or burns, minor broken bones, or minor eye problems.
You may be seen quicker when you go to an Urgent Care or Walk-in Medical Center. If you have a minor injury or sickness, you might wait a long time if you go to the emergency room instead.
Most Urgent Care and Walk-in Medical Centers are open long hours, including evenings, and will see walk-in patients. Many of them are open 7 days a week and on holidays. Click here to download a listing of Urgent Care and Walk-In Medical Centers you can use when your Primary Care Provider’s office is closed, or you need to see a provider right away.
If you are not sure if you should go to an Urgent Care or Walk-in Medical Center, or go to the emergency room, call the HUSKY Health 24/7 Nurse Helpline at 1.800.859.9889. Our nurses are here to help you any time of day or night.
- What is the flu and why should I get a flu shot?
Influenza (“the flu”) is a serious sickness caused by a virus that can last several days with fever, chills, cough, and body aches. The flu season can begin as early as October and last until May. There is a lot of the flu virus around during the winter months and it spreads easily from person to person. The flu can sometimes lead to hospital stays and even death, especially in very young or very old people, or those with other long-term sicknesses. Besides getting enough rest, eating healthy, and washing your hands a lot, one of the best ways to keep from getting the flu is to have a flu shot every year. There are special flu shots for the very young (6 months of age and up) and for people who are 65 years or older. It is also important to know that not everyone can get the flu shot, especially children who are younger than 6 months and people who have bad allergies to some medicines. You can get the flu shot in the fall months. It is very important to talk to your doctor each year about getting a flu shot.
- I want to get a second opinion about my diagnosis with a different doctor. Is this covered?
Yes, second opinions are covered if the provider you see is enrolled in the HUSKY Health network. Also, the services they give you must be medically necessary.
- I’m not feeling well, and I want to talk to someone about what I should do. It’s after hours and my doctor’s office is closed. Who can I talk to?
All HUSKY Health members have access to a free Nurse Helpline. Nurses are available 24 hours a day, 365 days a year. Call 1.800.859.9889 and follow the prompts to speak with a nurse.
- I’m having a baby soon. How do I get a breast pump?
Breast pumps are covered at 100% for HUSKY Health members, beginning in the mother’s third trimester of pregnancy. You can get one manual or non-hospital grade electric breast pump every two years. Only a hospital-grade breast pump will require a prior authorization. Ask your OB/GYN or certified nurse midwife for a prescription for the breast pump. They must write it out in your name. You can submit the prescription electronically or bring it with you to a Durable Medical Equipment (DME) supplier in the HUSKY Health network. If you need help finding a DME supplier in the HUSKY Health network, contact Member Engagement Services at 1.800.859.9889.
- I had a procedure done, but found out it was not covered because it required a prior authorization. What is a prior authorization?
A prior authorization is also known as a pre-approval. Some services can only be covered by HUSKY Health if your doctor tells us why you need the service before they give you the service. If we agree with your doctor, the prior authorization is approved. If your doctor is part of the HUSKY Health network, they must complete the prior authorization before they give you the service. If you receive a bill because your doctor didn’t do a prior authorization, call Member Engagement Services at 1.800.859.9889.
- Does HUSKY Health insurance include vision coverage?
Yes. HUSKY A, B, C, and D members have coverage for vision services, such as eye exams and glasses. Some limitations apply. For more information, check out the HUSKY Health Member Benefits – Covered Services Grids on the HUSKY Health website. Click Member Benefits, then Medical, or click here. You can also contact Member Engagement Services at 1.800.859.9889.
- I have a prescription for some medical equipment and there is a brand I prefer. Do you cover medical items based on the brand?
No. Coverage for Durable Medical Equipment (DME) and medical supplies is based on the item, not the brand. To receive a certain brand, your doctor must include the brand name on your prescription and note that it is medically necessary for you to receive that brand. Otherwise, the brand you receive will be the choice of the DME supplier.
- I need to fill a prescription. The pharmacy is asking me for the BIN and PCN numbers for my insurance. What are these?
BIN and PCN numbers are used by some insurance plans to process claims for medicine. HUSKY Health does not have BIN or PCN numbers. All you need to show at the pharmacy is your gray ConneCT card. Please note, there are no out-of-network pharmacy benefits. The pharmacy must be enrolled with HUSKY Health for your medicines to be covered.
- I’m going on a cruise and will be within U.S. waters. Am I covered if I get sick or hurt on the cruise ship?
No. Care received on a cruise ship isn’t covered. You may want to buy travel health insurance.
- I’m having surgery at a hospital that’s far from my home. Does HUSKY Health cover a hotel?
No. Lodging is a non-medical service and isn’t covered.
- I used to have HUSKY Health, but now I qualify for something else called Covered Connecticut. Who do I speak with about my medical benefits?
Covered Connecticut members have medical benefits through a Qualified Health Plan offered by Access Health CT. Contact Access Health CT at 1.855.805.4325. They can tell you which medical plan you were enrolled in and give you contact information. You can also visit this website for more information: Covered Connecticut Program.
- I’m going to have a baby soon. How long am I covered to stay in the hospital after I have my baby?
All HUSKY Health plans cover maternity, labor, and delivery at 100%. You must give birth in a hospital that is part of the HUSKY Health network for the services to be covered. The number of days you’ll spend in the hospital depends on what your doctor determines is medically necessary for you. As long as your doctor feels that you need to remain in the hospital, it will be covered.
- My pharmacy delivers my medicine to my home, but they told me I need to be home to sign for the package. Is this true?
Yes. All pharmacy services through HUSKY Health require a signature by the member or their representative at the time of pickup or delivery. Packages cannot be left without a signature. Please note, prescription delivery isn’t covered by the HUSKY Health program. It’s up to your pharmacy whether they will deliver your medicine, and if they will charge a delivery fee. If they charge a delivery fee, you need to pay the cost.
- Am I covered to see two different specialists on the same day?
As long as both specialists are in the HUSKY Health network, both visits are medically necessary, and the two specialists have different specialties, they will be covered. HUSKY Health does not cover seeing two of the same type of specialist in the same day. For example, you can see a podiatrist and a cardiologist on the same day, but you cannot see two different podiatrists on the same day.
- Am I covered to see my PCP and a specialist on the same day?
As long as your PCP and specialist are both in the HUSKY Health network and both visits are medically necessary, you can see your PCP and a specialist on the same day.
- Do I need to wait 365 days in between my physical exams?
No. Well visits, like a physical, are covered once per calendar year. The calendar year goes from January to December. For example, in 2024, you can get your physical anytime between January 1, 2024 and December 31, 2024. In 2025, you can get your physical anytime between January 1, 2025 and December 31, 2025. You don’t need to wait until it has been exactly one year since your last physical.
- What should I know about my healthcare coverage before I travel out of state?
Routine care out of state is not covered. Emergency care is covered when you travel outside of Connecticut but are still in the United States, including Puerto Rico and other territories.* The care you receive must be a true emergency. Also, the hospital and provider need to enroll with HUSKY Health to be paid. If the provider doesn’t enroll, you may receive a bill for emergency services you received. If you get a bill, please contact Member Engagement Services at 1.800.859.9889 as soon as you can and the representative will assist you with your bill. However, if the visit is not a true emergency or the provider or hospital doesn’t enroll, you will have to pay the bill.
If you’re traveling outside of the United States, Puerto Rico, and other territories,* HUSKY doesn’t cover any care or services, even if it’s an emergency. You may want to buy travel health insurance.
* U.S. Virgin Islands, Guam, Northern Mariana Islands and American Samoa.
- I went to the emergency room of a Connecticut hospital with active HUSKY Health insurance. Now I have a bill. What do I do?
First, call the telephone number listed on your bill for billing questions. Make sure they know you have HUSKY Health insurance. Double-check to be sure they have your member ID number, name, and date of birth correct. This should resolve most billing issues. If the billing office still says you have a bill, contact Member Engagement Services at 1.800.859.9889 for further assistance.
- Do I need a referral to see a specialist?
The HUSKY Health program doesn’t require a referral for a specialist visit to be covered. However, many specialists will require a referral because they want to review medical information from your primary care provider. This is to make sure they feel they can help you.
- I paid out-of-pocket to see a doctor. How can I be reimbursed?
The HUSKY Health program can only make payments to providers who are enrolled in the HUSKY Health network. All reimbursements would go through your doctor. If they are part of the network, and they gave you a medically necessary service, they can send a claim to HUSKY Health and reimburse you. There is no out-of-network benefit with the HUSKY Health program. If you pay to see a doctor who’s not part of the network, you may need to pay the cost. If you’ve paid to see a doctor in Connecticut who isn’t part of the network, call Member Engagement Services at 1.800.859.9889. We can contact the doctor to see if they would consider joining the network.
Eligibility
- I have outstanding medical bills from visits before I had HUSKY Health. Can I make my HUSKY Health coverage retroactive to cover these bills?
Retroactive coverage can be requested by contacting the Department of Social Services (DSS) Benefit Center at 1.855.626.6632. DSS will determine if they can fulfill the request. The billing provider must be enrolled with HUSKY Health and the services you received must have been medically necessary to be considered for coverage.
- Why do I need to update my personal contact information?
HUSKY Health has important information to share with you about your benefits and your care. If we can’t reach you, we can’t help you or keep you informed. HUSKY A, B, D Members, please click here to update your personal information and follow the directions to login to your DSS MyAccount. That's where you can review and update your address, phone and email information. HUSKY C Members, please click here to update your personal information.
- I’m having a baby soon. How do I get the baby on HUSKY Health insurance?
Once the baby is born, contact Access Health CT at 1.855.805.4325. If you’re a HUSKY Health member, tell them you need to add your new baby to your application. If you’re not a HUSKY Health member, tell them you need to apply for health insurance for your new baby.
- I am not a U.S. citizen. Can I still qualify for HUSKY Health insurance?
You can contact Access Health CT at 1.855.805.4325 to complete an application and see if you qualify. There are HUSKY Health plans that non-citizens may qualify for, including plans for children, pregnant individuals, and recently pregnant individuals.
- I’m moving to another state. Is HUSKY Health insurance transferable to other states?
No. HUSKY Health is Connecticut’s Medicaid program. Every state has a Medicaid program, but they are all different. HUSKY Health is only for Connecticut residents. When you move, you can cancel your HUSKY Health insurance by calling Access Health CT (if you have HUSKY A, B, or D) or calling DSS (if you have HUSKY C). Then, you would contact the Medicaid program in your new state to apply.
- My job offers health insurance. I’m interested in enrolling, but I still qualify for HUSKY Health insurance. Can I have another insurance plan at the same time as HUSKY Health insurance?
HUSKY A, C, and D members can have another insurance plan while also having HUSKY Health insurance. Any other insurance plan you have will become your primary insurance. Your HUSKY Health plan will be your secondary insurance. This means your doctors will send their claims to your other insurance first, and HUSKY second. When you have more than one insurance plan, it’s important to show both insurance cards at all your appointments, and make sure that all your doctors accept both insurance plans.
Please note, HUSKY B members cannot have other insurance.
Materials
- I lost my ID card, and I need it for an appointment today. Is there a way to print a temporary ID card?
Yes. Click on Member Login on the home page of the HUSKY Health website to log in to your member portal, or click here. If you’ve never logged in before, you’ll need to create an account first. Once you’re logged in, you can view and print a temporary ID card. You can also view and print ID cards for your dependents, but you’ll need to complete a Child/Dependent Registration form in your member portal first. It takes a few days to process.
- I speak a different language. Can I get a copy of the Member Handbook in my preferred language?
Yes. HUSKY Health can translate any of our materials into any language for you. We can also print materials in a larger font or transcribe them into Braille for the visually impaired. Contact Member Engagement Services at 1.800.859.9889 to make this request.
Privacy
- My child is on my HUSKY Health plan, but they just turned 18. Can you still share information about them with me?
Once your child turns 18, they are a legal adult. HUSKY Health can only share limited information about legal adults with their head of household. There’s a form your child can complete and sign that would give us permission to speak with you about their private health information. Contact Member Engagement Services at 1.800.859.9889 to request a form.
This portion of the HUSKY Health website is managed by Community Health Network of Connecticut, Inc.®, the State of Connecticut’s Medical Administrative Services Organization for the HUSKY Health Program. For the general HUSKY Health website gateway, please visit portal.ct.gov/husky. HUSKY Health includes Medicaid and the Children’s Health Insurance Program, and is administered by the Connecticut Department of Social Services.
Copyright © 2002-2023 State of Connecticut.