Healthcare Bill Payments FAQ

Virtual cards, also known as mailed patient payments, operate similarly to traditional credit or debit cards, minus the need for a plastic card. They are mailed cards preloaded with a specific amount, and contain all the information needed to process a credit or debit card payment, including a card number, expiration date and CVV. Providers can process the payment via their payment terminals to retrieve the amount stored on the mailed card.

Not every provider is equipped to receive direct deposit payments from InstaMed. These mailed payments offer a highly secure method of transferring funds to providers when direct deposit is unavailable.

To verify your provider’s address, ensure that it matches the one displayed on your bill or statement. If you haven’t received a statement yet, you may find the provider’s billing address on their website.

The “Make Payment” functionality available on your health plan’s website allows you to pay providers online for your out-of-pocket expenses. This feature allows you to manage your claims and health care expenses all from one site.

The “You May Owe” amount is determined by information such as your plan benefits, the provider you visited, and the status of your deductible and out-of-pocket maximums. But it may not include other payments you made or adjustments by the provider, so you should confirm the amount you owe before you make a payment. If in doubt, please check your Explanation of Benefits and/or the bill from the provider, since the amount you owe may not reflect the following:

• Payments you made to a provider at the time of service or outside this website.
• Payments you may have authorized a provider to charge to your credit card.
• Payments by Medicare or other secondary insurance.
• Payments from a Heath Reimbursement Account (HRA) or Flexible Spending Account (FSA) that may automatically be sent to a provider. If you have this type of account, you should wait to see if HRA or FSA payments have processed and are shown in your claim before you pay your provider.

The personal information you use to pay online is secure with InstaMed. Select the Privacy Statement link at the bottom of any page on the payment site to learn more.

No. There are no fees charged to make an online payment with InstaMed.

The bill may have been sent to you before you made the payment online. If you paid from a bank account, the provider may not have processed the payment before sending you the bill. If you have questions about a bill, please call the provider before you make another online payment.

The address shown on the Payment Step 1 screen was for the claim. Some providers wish to receive patient payments at a different address like the one shown on your bill.

If the addresses are not the same, you can use the Edit Payment Address link to change the address to the one on your bill. The address change will only apply to your current payment. The ability to edit an address is dependent on certain configurations and may not be available.

Payment history starts with the 10 most recent payments you made on the payment site. To change the payment history you see, choose another search option from the drop-down list. To change whose history you see, use the Family Member drop-down list.

Providers can easily process a mailed payment the same way they process a credit or debit card payment at the point-of-sale. All mailed payments are assigned with an expiration date at which point the outstanding balance on the payment will be refunded to you. If your provider has not processed your payment, please contact them about alternative payment options.

The availability of card-based payment options is variable on a per provider basis. Some provider organizations have not enabled card-based payment options which will limit your available payment methods.

No, you cannot split payment methods, but you can make two or more partial payments that cover the full amount due.

You can check the status of your payment two ways:

1. We will send you a payment confirmation email and you can check the status at any time by selecting “View Status”
2. Log into your member portal and visit “”Claim Payment History””

InstaMed will present payment to your provider within 10 days of the date your bank account is debited.

InstaMed will send you an email upon payment processing.

Online payments to a provider will print on your statement in one of several ways based on how you paid:

• Card payments to providers display as:
• [Descriptor Name] + Provider Location/Phone (e.g., ABC Pediatrics Philadelphia PA 215-789-3680)
• MED* [Provider Name] + Location/Phone (e.g., MED*ABC Pediatrics Philadelphia PA 215-789-3680)

• Bank account payments to providers display as:
• InstaMed [Provider Name] (e.g., InstaMed ABC Pediatrics)

If you have questions about a claim or the amount you may owe, please contact your health plan.

If you have questions about a payment plan you set up with a provider, please call them directly before you pay online.

If your credit or debit card payment is rejected or declined, please call the card issuing bank.

If your bank account payment is rejected or returned, please call your bank.

You can make a secure payment to a provider using one of these options:

• Credit or debit cards
• All Health Savings Account (HSA) cards
• Some Flexible Spending Account (FSA) cards
• An eCheck from a bank account (U.S. accounts only)
• An eCheck from an HSA (U.S. accounts only)

Some providers don’t accept credit or debit card payments on the payment site. To pay these providers, you can use an eCheck funds transfer from a checking or savings account, or an HSA. To find your HSA number, log into your HSA account online or visit the website of the bank managing your HSA. You can also find it in the HSA materials you received when the HSA was opened.

Yes, you may use your HSA to make a payment. You may pay using your HSA card or the account number and routing number associated with your account. The HSA balance may be less than the amount you wish to pay. If so, you can make a partial payment from your HSA and a second payment from another source for the remaining amount.

The Step 1 screen will also show the HSA account holder’s last known mailing address. You can change the address for a payment here, but it will not change the mailing address. Please visit your HSA website to change the address for future payments.

No, you can make partial payments, but please arrange a payment plan with your provider. It’s your responsibility to work with them to pay for the healthcare you received.

The Amount Due field on the payment screen will show the full amount owed. The Amount to Pay field will also show the full amount. You may have the option to pay an amount less than the value populated in the Amount to Pay field or you could be required to pay the full amount.

InstaMed enforces controls that may limit the amount of money you can pay via a single transaction or to a single provider.

Certain claims may be missing payment links due to the amount of the calculated patient responsibility (e.g., less than $3.00) or because the payer does not allow payments on claim balances that have aged past a particular timeframe (e.g., older than 6 months). If you receive a bill from your provider for these types of claims, you will need to use another method to make payments.

Some providers can only take online payments from a bank account. If you prefer to pay them with a credit or debit card, you can have an alert sent to them. You can also get an email sent to you when they start taking credit or debit cards for online payments.

Some providers may not take any form of online payment, but you’ll be notified about them before you pay. You can also have an alert sent to them saying that you prefer to pay online and get an email when they start taking online payments.

Please contact your provider about alternative payment options.

If you make a payment from a bank account, you may cancel it up until payment processing:

Option 1

• Select the “View Status” link in your payment confirmation email
• Use the Cancel link on the Payment Status page, if available

Option 2

• Select the “Claim Payment History” link at the top right on any InstaMed screen
• Find the payment you wish to cancel (Type will be “eCheck”)
• Use the Cancel link in the first column, if available

Once you confirm a canceled payment, the payment history line entry will show either a “Voided” or “Canceled” status. If you cancel a payment on the same day you made the payment, funds will not be withdrawn from your bank account, the status will display “Voided,” and you will receive a Payment Voided email. If you cancel a payment any day after you made the payment, the status will display “Canceled” and you will receive a Payment Cancellation email. Funds will be returned to the bank account from which you made the payment. Please allow 24 hours for a canceled or voided payment to reflect on the claim amount you may owe.

If you believe that you are entitled to a refund due to issues with the Payment Service, contact InstaMed at (866) 467-8263 or [email protected], or review your transaction history for the prior two years by reviewing the payments history section of the website from which you authorized your payment(s). If you are entitled to a refund for any reason for the transaction using the Payment Service, you agree to accept credits to your Funding Source for such refunds. A refund may be made if you request it before the card information is provided to the designated healthcare provider. The amounts for refunds may not be available for up to five (5) days from the date the refund transaction occurs. You also agree to the refund policy of the financial institution associated with your funding source. If you have a problem with the healthcare services that you paid for using the card, or if you have a dispute with the healthcare provider, you must handle it with your healthcare provider. If your card payment is not deposited by the designated healthcare provider within sixty (60) days after it is provided by InstaMed, your payment will be refunded to your payment source.

If a payment is refunded to you, InstaMed will notify you by email within five (5) business days. Please contact your provider for other payment options and questions related to late fees. InstaMed does not charge a fee to process a refund. The refund shows on the “Claim Payment History” screen.