Health insurance can be complex. At Health New England, we try our best to make it simple. But we know that there are still things that need further explanation.

We have compiled a list of members' frequently asked questions and answers below that may help you with some of your own questions.

If you still have questions, feel free to call:

Member Services (413) 788-0123
Toll-free  (800) 786-9999
TTY/TDD (800) 439-2370

Get answers to the most common questions...

MassHealth members who choose an Managed Care Organization (MCO) have two insurance cards. One is your MassHealth card, the other is from the MCO. There are some services that are covered by your MCO and others that are covered by MassHealth.

To learn more about covered services, please view our Be HealthyTM Member Handbook. Also, read more about certain rights and services available to you as a member in our Annual Notice.

When you see a provider, you should show both cards. Each provider may or may not work with your MCO plan. You should make sure to receive services from providers who work with your MCO. Refer to Health New England’s Member Handbook for information on how to use an out of network provider if necessary.

If I choose an MCO, do I lose my MassHealth?
No, your MCO works with MassHealth to cover the services you are eligible for. You still are covered under MassHealth. Your MCO may provide extra benefits not covered by MassHealth.

For example, Health New England Be Healthy TM provides free: 
  • Car seats 
  • Bike helmets 
  • Dental Kits
  • Other items to those who qualify for them
What is an Eligibility Review Form?
Once a year, MassHealth is required by the federal government to make sure that everyone who is currently getting MassHealth benefits still qualifies for MassHealth. Masshealth has a new electronic information system that will attempt to automatically renew as many people as possible – without you having to do anything.

However, if for some reason, there is a piece of information that they can’t find or something seems to have changed, MassHealth will be sending you an Eligibility Review Form that will be filled out with as much information as they have available. If you receive one of these, you have 45 days to return it with the all the blanks filled in. This is how they will be able to tell that you still qualify for MassHealth and makes sure you can continue to receive your benefits.  Make sure to complete the form. Send it back to MassHealth right away. Not all reviews are annual. Reviews can take place every 6, 12 or 18 months where you can get help filling out the form.

It is VERY important that you fill out and return these forms if you get one, so if you have questions, call our Member Services Department at (413) 788-0123 to find out where you can get help filling out the form.
What changes do I have to report?
You must report any changes that might affect your eligibility for MassHealth as soon as possible.

Examples of the types of changes you must report are:
  • A change of income
  • Immigration status
  • Disability status
  • Health insurance
  • Address
  • Other
You may lose your benefits if you do not tell MassHealth about your changes.
Who do I call if I want to know more about MassHealth and/or Health New England?
For questions regarding MassHealth and/or to learn about all of your managed care health plan options you can call or visit the MassHealth website.