If you need virtual urgent care, testing or treatment for coronavirus, we have you covered

AllWays Health Partners is committed to ensuring timely access to critical health care services for coronavirus (COVID-19) that our members may need during this public health emergency.

We have put in place coverage policies for COVID-19 testing and treatment, based on public health recommendations and industry guidelines that are informed by the best data and medical evidence available.

To expedite access to critical health care services for COVID-19 in accordance with guidelines from state and federal agencies, our coverage criteria, which may be updated in response to an evolving situation, includes:

  • Removing cost-sharing (copayments, deductibles, or coinsurance) for medically necessary outpatient and inpatient COVID-19 testing and treatment at in-network or out-of-network providers, urgent care centers, emergency departments, hospitals, and other facilities for the duration of the public health emergency.
  • Allowing early refills for most prescription medications, in addition to the benefits and services that are already available through our FlexRx pharmacy benefit program.

To ensure continued access to care during the state of emergency, we have removed cost sharing (copayments, deductibles, or coinsurance) for medically necessary COVID-19 telemedicine visits. As of January 1, 2021, cost sharing will resume for non-COVID-19-related telemedicine visits with PCPs, specialists, and additional providers, such as urgent and routine care, and outpatient behavioral health services.

Note: Employers that are self-insured may have different cost sharing for these services. Please visit the AllWays Health Partners member portal or call the Customer Service number on the back of your member ID card if you have questions about your plan.

Frequently asked questions about coverage

AllWays Health Partners commercial members have access to On Demand telemedicine services for virtual urgent care. If you are an AllWays Health Partners member, you can log in to the member portal for instructions to get started. In addition, during the COVID-19 crisis, Mass General Brigham patients in Massachusetts can also access On Demand.

In addition, we are offering free telemedicine resources to our provider partners to protect providers and patients from exposure while allowing for the continuation of care. Please contact your provider to learn more about the telemedicine options that they have available.

If you have questions about insurance coverage for COVID-19, please call the number on the back of your ID card for a prompt that will take you to a dedicated phone line. For medical questions about testing, treatment, or vaccines, we recommend that you contact your doctor or another health care professional.

The Massachusetts Health Connector offers coverage resources and support to uninsured residents. Learn more at

Please note that individuals are encouraged to update their income information through the Health Connector website to see if they’re eligible for MassHealth benefits or additional support.

We recommend that you speak with your primary care physician about any health-related questions or issues. If you have a health emergency, you should call 911 or go to the nearest emergency room right away.

Behavioral health information

As of January 1, 2021, cost sharing (copayments, deductibles, or coinsurance) will resume for telemedicine (including telephone) visits for outpatient behavioral health services.

You do not need to obtain a referral or prior authorization from your PCP for outpatient behavioral health services.

If you do not currently have a behavioral health provider, you can find a provider on the Optum website at Optum is AllWays Health Partners’ behavioral health partner. Once you log in to the Optum secure member portal, click on Find a virtual visit provider, then enter the type of provider you are looking for, your zip code, and click search.  From this site, you will also be able to schedule a virtual visit with a provider.

To make it easier to receive appropriate behavioral health treatment during this time, we are encouraging providers and members to use secure video-enabled virtual visits (also known as telemedicine services). If you or your providers do not have access to video technology (computer or mobile), or the telemedicine platform is not working, you may be able to have your session by telephone.

We recognize that these times are stressful, and we are taking action to make sure our members affected by COVID-19 have the support and resources they need.  Here are some of the programs available to you:

  • Optum’s Behavioral Health Help Line (866-342-6892) provides free emotional support by trained mental health specialists 24 hours a day, seven days a week during this crisis.
  • Behavioral health information containing shelter-in-place tips from Optum:
  • Optum’s Member Portal ( offers tips for managing stress and anxiety, mindfulness techniques, and trainings on helping you cope in difficult times.
  • OptumEAP offers resources—including an emotional support line, podcasts, webinars, and FAQs—for dealing with stress and anxiety, as well as tools for managing finances, working remotely, parenting, and more.
  • Virtual Recovery Services for individuals seeking support for substance use disorders. WeConnect offers free daily online recovery support groups.

information-256-@2x View COVID-19 coverage information for MassHealth/My Care Family members

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hospital-256-@2x Emergency care

During the COVID-19 pandemic, health care emergencies may still require a trip to the emergency department. If you experience a health care emergency, you should call 911 or go to the nearest emergency department right away. We join the medical community in asking you not to delay care or avoid the emergency department if you need critical health care services. 

search-256-@2x More information about coronavirus

Visit the AllWays Health Partners Coronavirus Resource Center to learn how we're supporting our community during the pandemic and get  answers to common COVID-19 questions.

Resource Center

Where can I get updates on coronavirus?

The best source for credible news on COVID-19 is the CDC (Centers for Disease Control and Prevention). You can check their website to find the latest updates and recommendations, including resources like:

The Massachusetts Department of Public Health is also a helpful resource for more of the latest updates.

You can also refer to our Coronavirus Resource Hub.

Contact us

Our Customer Service team is here to answer any of your questions Monday through Friday, 8:00 AM to 6:00 PM and Thursdays 8:00 AM to 8:00 PM.

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