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Frequently Asked 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 document 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 8:30am - 5:00pm 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 8:30am - 5:00pm EST with any further issues updating your payment.

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

At this time, we can only accept payments by bank draft or by credit card (Visa and Mastercard). 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 would like to reapply for my short-term medical policy. How do I submit my reapplication?

Contact your agent when it's time to reapply for coverage. Here are some things to keep in mind:

  • There must be a 2-day break in-between all STM reapplications. (See below for exceptions.)
  • There is no continuous coverage even between different carriers.
  • You must requalify with a new application.
  • If approved, you will receive a new effective date, a new pre-existing conditions clause, new deductibles, and a new coinsurance maximum.
  • You are not "renewing" the STM, as there is no guarantee of approval.

The following states have specific rules all individuals must abide by:

  • Colorado: You must wait 6 months before you can reapply for new STM insurance, if you have been insured under 2 or more STM policies in the last 12 months.
  • Maine: You must wait 6 months before you can reapply for new STM insurance, if you’re combined prior STM policies equal 11 months or more.
  • Michigan: You must wait 6 months before you can reapply for new STM insurance, if you have been insured under STM coverage for 185 days or more in the last 365 day period.
  • Nevada: You must wait 6 months before you can reapply for new STM insurance, if you have been insured under 3 or more STM policies in the past 12 month period.
  • New Hampshire: If you have been insured under 2 or more STM policies in the past 12 months, you must wait 12 months from the termination date of your first STM policy before you can reapply.
  • North Carolina: You must wait 6 months before you can reapply if you have been covered by any STM in the past 6 months.
  • Oregon: You must wait 60 days before you can reapply for new STM insurance.

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?

Access your Member Portal. Choose Cancel Policy from the top right menu. Select the plan you'd like to cancel and the reason you're requesting cancellation. 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.

Reach out to HIIQ at 877-376-5831 Monday - Friday 8:30am - 5:00pm EST with any further issues canceling your policy.

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

Short-term medical plans can provide much needed coverage for temporary needs, but you may still face an ACA penalty on your federal tax returns for being underinsured if you enroll in a short-term plan. Keep in mind that the tax penalty may still be the more affordable option.

Reach out to your agent with further questions.

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