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Frequently Asked Questions

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Account Management

If you want to get your bills, notices, and tax forms electronically, you must sign into your account to use the Payment Center as a logged in user. Once you sign into your account, go to “My Enrollments” and click the “Make a Payment” button to use the online Payment Center.

Once you have accessed the Payment Center, go to “My Profile” in the main menu and click “Delivery Settings.” Click the “Edit” link under “Action.” For Tax documents, Notices, and Bills, you can choose how you would prefer to receive each of these types of documents. Select “Email (Paperless)” to get the documents electronically, only. When you are finished making your selections, click the “Save” button to save your changes.

Go to the Health Connector homepage and go to the account sign in page On the Optum ID login page, click the “Manage your Optum ID” link. This link will take you to a sign-in page to manage your login information. After you log in, you will be able to update your Optum ID profile information, notification preferences if you have trouble logging in or are locked out of your account, update your password, manage verification options, and add or change your security questions.

Please note that you can update your email address, but you will not be able to change your Optum ID username.

No. Only the primary account subscriber can log into your account. Other users cannot be added to access your account at this time.

If you need to update your eligibility and coverage account profile information,

  1. Sign into your account and visit the “My Eligibility” page.
  2. On the next page, you will need to click the “Report a Change” link under the “Actions” column.
  3. On the next page, you will be able to choose the change (or changes) you need to report. Click “Yes” next to “Change home address, name, sex, or add SSN.” to update your profile contact information.
  4. Then, click the “Report Changes” button to make your updates, following the instructions on the screen.
Learn more about how to update your application now.
To cancel your Health Connector, ConnectorCare, or dental plan, learn how in the online Member Guide now.
If you are making a payment as a Guest, click the “Sign out” link in the main menu to end your session. After you click the link, you will be redirected to the homepage.

Bills

Your health or dental insurance bill shows

  • How much you owe and when your payment is due,
  • The coverage month the bill is for,
  • The primary subscriber for the health or dental insurance plan,
  • Other people covered by the insurance plan,
  • Your monthly premium,
  • Your tax credit, ConnectorCare subsidy, or both, if you have them
  • Payments received since the last bill
  • Fees, discounts, and adjustments to your account
  • Important messages, and
  • A payment coupon to detach and mail with your payment.

The back of mailed bills also includes definitions, ways to pay your bill, and information about how your bill is calculated.

Yes. You can do so by signing into your account and visiting the Payment Center as a logged in user. There, you can view your bills online by visiting the “My Bills” section of the Payment Center. You can also sign up for paperless billing as well.

Adjustments include amounts for things such as not enough funds, a refund, or a manual adjustment to your billing account.
If you missed your payment deadline and now have an outstanding payment amount owed to the Health Connector, follow the instructions in the late-payment notice and pay all premium amounts you owe as soon as possible. If you do not, your health or dental insurer may not pay for certain benefits (such as pharmacy coverage) until your payments are up to date.

If you make a change to your enrollment that causes a change in your premium amount and you are not yet enrolled, you will need to make a full payment in the amount of your new premium in order to become enrolled.

If you are already enrolled, pay the bill issued to you earlier the same month (bills arrive in the mail around the 10th of each month, but if you sign up for paperless delivery, the bill will be available in the Payment Center around the 3rd of each month). You will be billed in the next month’s bill for the difference between your current and your new premium.

If you cancel your insurance plan, make sure you pay all the premiums for all the months you were enrolled in. If you have a past due balance, you can make a payment for it from the Payment Center. You will receive a final bill and will not be billed after that.

Refund requests can be made by calling or writing the Health Connector Customer Service Center.

Please be sure to read the entire refund policy for more information.

Health Connector Customer Service Call Center:

1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.

Mailing Address:

Massachusetts Health Connector
133 Portland Street
Boston, MA 02114

Tax Forms

Yes. You can do so by signing into your account and visiting the Payment Center as a logged in user. There, you can view your tax forms online by visiting the “My Tax Documents” section of the Payment Center.

Visit the “Taxes” section of our website and go to the “Form 1095-A Corrections”page of our website for information on how to request corrections.

MassHealth tax forms are only available by mail to their members at this time. If you need a copy of a MassHealth tax form, visit the tax filing information page of their website now.

Payments

There are 3 ways to make payments with the Health Connector:

  1. Online by signing into your account and going to “My Enrollments” and clicking the “Make a Payment” button to use the online Payment Center. Or, payments can be made as a Guest.
  2. Mailing a check or money order with the bottom part of your bill (payment coupon). You can also print pay-by-mail coupons through the online Payment Center.
  3. In-person at a Health Connector walk-in center. Addresses for our locations in Boston, Springfield, and Worcester can be found on the “Contact” page of our website now.

The Health Connector cannot accept payments over the phone.

You can make an online payment with your checking or savings account. If you are mailing or making an in-person payment at a walk-in center, you can pay with a check or money order.

We do not accept cash, credit card, debit card, mobile payments, or other electronic payment services (such as PayPal) at this time.

You can mail a check or money order made payable to “Health Connector” along with the bottom part of your insurance bill (this is called a payment coupon) to

MA Health Connector
P.O. BOX 970063
Boston, MA 02297-0063

If you are signed up for paperless billing, you can get your payment coupon one of two ways:

  1. Log into your account and go to “My Bills” and print a copy of your bill and cut the payment coupon part to mail with your payment.
  2. Or, you can go click the “Make a Payment” button or link in the payment center and use the “Pay by Mail” button to print a payment coupon to mail with your check or money order.

When you make a payment, do not use an old bill. Use the latest bill from the Health Connector.

Note: If you are making a payment as a Guest, you will need to sign into your account and visit the Payment Center to access your bills and notices.

To make a one-time payment online,

  • First, click “Make a Payment” on your dashboard, or click “My Payments” in the main menu and click the “Make a Payment” button there.
  • Next, you will go to the “Premium Payment Due” page that will show your insurance plan (or plans) with payment due. You will be able to select the plans you are paying and enter the payment amount for each plan.
  • Next, click the “Pay Online” button that will take you to the “Make a Payment” page where you can select “One Time Payment” as your payment type.
  • Then, enter at least the required information. When you are finished, click the “Continue” button to review your payment information.
  • If your payment information is correct, click the “Submit” button to complete your one-time payment.

You can make a payment in-person with a check or money order at one of our customer service walk-in centers during regular business hours:

  • Boston
    133 Portland Street, 1st Floor
    Boston, MA 02114
  • Springfield
    88 Industry Avenue
    Springfield, MA 01104
  • Worcester
    146 Main Street, Suite 201/202
    Worcester, MA 01608
Walk-in center hours and holiday hours are listed on our Contact page.

Yes. However, if you make partial payments throughout the month, they must equal (add up to) the full amount you owe to the Health Connector by the payment due date.

If your health insurance bill is not paid on time and in full by the payment, your health or dental insurer may not pay for certain benefits (such as pharmacy coverage) until your payments are up to date.

Same-day payments made by 6:00 p.m. EST will be processed the same day. If you set up a payment on a future date, then that payment will be processed 6:00 p.m. on that day. If you need to update a payment, you must do so before 6:00 p.m. on the selected payment date.

No. If you are mailing a payment for more than one insurance plan, please send a separate check or money order for each plan.

To mail your payment, please print the invoice below and mail the coupon at the bottom of the invoice along with your check or money order to the address on the payment coupon.

Please mail your payment at least 5 days before the due date to make sure it is received on time.

As long as we can identify your account through another number, such as your Enrollment ID or the Billing Account Number, you do not have to enter your SSN.

The Billing Account Number can be found on the “Health Connector Insurance Bill.” The billing account number is the number next to “Billing Account Number” on your bill. This number is 9-digits long and begins with 7.

Health Insurance Bill

The enrollment ID can be found on the “My Enrollments” page after logging into your account at MAhealthconnector.org and clicking on “My Enrollments” in the left-hand menu. This number begins with “RefID.” However, only use the numbers when filling in your Enrollment ID as you make your payment. Please see screenshot provided below.

Enrollment ID

You may see two different ID numbers when you are looking at your Health Connector account information--Subscriber ID and Enrollment ID. It’s important that you use your Enrollment ID when making payments to the Health Connector, and not your Subscriber ID.

Your Enrollment ID starts with “RefID,” is followed by a number 1, and is 13 numbers long (for example REFID_1XXXXXXXXXXXX). The numbers of the Enrollment ID (with the “RefID_” part removed) should be used for making the payment.

Your Subscriber ID starts with 7 and is 12 numbers long (for example 7XXXXXXXXXXX).

Enrollment ID

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Yes, the head of household can make payments for dependents, such as a child, as Guest. If you don't have any dependents, then you should only be making payments for your own coverage.
Not unless the person you are making a payment for is a dependent, such as a child. Otherwise, members should only be making a payment for their own premium.

A credit is extra money on your account that is more that what you owe. A credit can be added to your account each time you pay more than what you owe or because of a mistake in a prior bill. If the total of your credits is more the amount you owe, your account will show a credit balance.

Any credit balance on your account will be applied to the payment of a future bill. If you have a credit balance on your account and would like it refunded, you can contact Health Connector customer service to request a refund of the balance.

If you are already enrolled in a plan, if you missed your payment deadline and now have an outstanding payment amount owed to the Health Connector, please pay your premiums as soon as possible. If you do not, your health or dental insurer may not pay for certain benefits (such as pharmacy coverage) until your payments are up to date.

If you just selected a plan and are making a payment for the first time to complete your enrollment, if you miss the payment deadline, you may need to return to your application and select your plan again and checkout in order to make your payment. Please note that if you miss the payment deadline for your first payment, your plan may not start until the next month and you may have a gap in coverage.

For example, if you selected a plan to start October 1, the deadline to make your first payment in full to complete enrollment, is September 23. If you miss the September 23 deadline, the next insurance start date is November 1.

If you selected a new plan from the Health Connector and did not make your first premium payment by the deadline, then you will need to log back into your application account, select your plan(s) again, and check out.

Note: If you are shopping for a plan outside of Open Enrollment, you will see a deadline to complete your enrollment on your “Eligibility Results” page. If you miss this deadline, you may not be able to get coverage until you have another qualifying life event or the next open enrollment period.

Yes. However, if you are making a payment for the first time, you cannot make payments that is more than 3 times the amount you owe. For example, if your total amount due is $100, you will not be able to make a payment of more than $300.

If you are already enrolled and are making an ongoing payment, you cannot make payments more than $10,000 per day.

Yes. When you are making an online payment, you can select the health and dental plans you are paying and enter the payment amount. When you make a payment, the total amount will be combined into one payment.

No. If you have a tracking number, it only means that we have the information you entered and we are ready to process your payment. It doesn't mean that the payment has gone through yet.

You will get a confirmation email to let you know that we have the information you entered and are ready to process your payment. If there is a problem with your payment, we will let you know using the contact information you gave.

If there are any problems with the information you gave us, and we are not able to process your payment, we will let you know by contacting you using the email or phone number you gave us.

The Health Connector does not offer payment plans. If you can no longer afford your monthly premium and your income has changed, make sure to report the change in income.

If you are enrolled in a ConnectorCare plan and believe you are experiencing extreme financial hardship, you can apply for a Premium Waiver or Reduction by calling Health Connector customer service. Please review the complete policy online now to understand what extreme financial hardship means, how to apply and what documents you will need to send with your application.

This depends on the change(s) you made to your account:

  • You are enrolling in a new plan
    or
  • If you are staying in the same plan

If you updated your account and are enrolling into a new health or dental plan, or both, you should pay the most recent premium for the new plan(s) you chose. If you have a standalone dental plan, you may need to contact Health Connector customer service for your new premium. However, your amount due will be updated to show your new premium amount(s) within 24-hours.

If you were already enrolled in a health or dental plan, or both, and are staying enrolled in the same plan that now has a new premium, the new amount will be reflected on your next bill. This is because changes in monthly premiums are updated with each new billing cycle—which is the first day of each month and a new bill is created—not as soon as you make the change. This is not an error. As long as you pay what you currently owe in full, you shouldn’t experience any disruptions in coverage.

  • If your new premium is more than what you pay now, then you may owe the difference (the extra amount) between what you paid and the new monthly premium amount, plus your new monthly premium amount on your next bill. You can pay the extra amount in advance if you want.
  • If your new premium is less than what you pay now, then you may have a credit on your next bill.

If you are making one-time payments, please note that even if your new premium is less than your current amount due, always pay what you currently owe to avoid disruptions in your coverage.

If you are already signed up for AutoPay, remember that the total amount you owe will be deducted automatically. Just be sure to note your updated amount due so you will know the amount that will be withdrawn from your checking or savings account and so you can make sure you have enough money in your account.

AutoPay

AutoPay (automatic payment) to the Health Connector allows you to set up monthly recurring payments for the amount you owe to the Health Connector so your premium is always paid and you don’t have to worry. After your first payment, the amount that is deducted will always be the full amount of your balance due.

When setting up a new AutoPay, your first payment will happen right away. If you make a payment before 6:00 p.m. EST, a payment in the amount you entered setting up your AutoPay payment will be withdrawn the same day. If you make your payment after 6:00 p.m. EST, your payment will be withdrawn the next day.

After your first payment, automatic payments for your total amount due to the Health Connector will be deducted on the 22nd of each month for as long as you have active an insurance plan through the Health Connector, or if you cancel your AutoPay setup.

If your insurance plan ends, your AutoPay will also end. If you get coverage with the Health Connector again in the future, you will need set up monthly recurring payments again.

No. If you already have automatic payments set up that is active, they will continue. With the new Payment Center, you can now update or cancel your AutoPay set up at any time.

To set up automatic monthly payments as you make an online payment, choose the “AutoPay” option on the “Make a Payment” page where you have a choice between a one-time payment and AutoPay.

You will also need to tell us:

  • The account type (checking or savings)
  • The full name on the checking or savings account
  • Bank routing number
  • Checking or savings account number (for logged in users, you can save this information for future payments)
  • Payment contact information (email and a phone number, if you have one)

After you submit your first payment, this amount will be credited to your health or dental premium billing account on the next business day and will be withdrawn from your bank account within 2 to 3 business days.

For future AutoPay payments, the amount you owe will be withdrawn from your account on the 22nd day of each month.These payments will continue for as long as you are enrolled in your plan through the Health Connector.

No. When you set up AutoPay for the first time, your first payment will be processed on the same day. All future AutoPay payments will then be processed on the 22nd day of each month.
No. If you would like to schedule a payment for a different day of the month, you can choose to make one-time payments.
Automatic payments will be processed and your bank account will be charged on the 22nd of each month.
After your AutoPay is set up, you cannot make edits to it. You can cancel your AutoPay at any time, but you must cancel it not later than 6 pm EST on the 22nd of the month if you don’t want to be charged that month. If you are enrolled and you cancel your AutoPay, remember to make a payment for your coverage that month using another payment method.

You can cancel AutoPay at any time. Go to the “My Payments” section and go to your “AutoPay Setup.” Under “Action,” click the “Cancel” link next to the AutoPay setup you want to cancel. This will take you to the “Cancel Payment” page. Click “Yes” to complete your AutoPay cancelation.

Be sure to read the important message on-screen as you are canceling AutoPay.

If you are making a payment as a Guest, you can go to My AutoPay and cancel your AutoPay set up there.

You can also call Health Connector Customer Service at 1-877-623-6765 (TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.)

Remember, if you cancel an AutoPay setup, you will need to schedule or make payments for all upcoming bills. If your bills are not paid on time, you could risk losing coverage.

Note: If you are using AutoPay and cancel your health or dental policy, your AutoPay will automatically be deactivated. If you re-enroll in a Health Connector plan, you will need to set up AutoPay again.

Support and Troubleshooting

Yes, security for the payment page is implemented using an industry leading, trusted security framework.

First, make sure that you ae using a recommended browser. If you use a web browser that does not support the online Payment Center, some functions may not work as they are supposed to and can result in difficulties when browsing the site or completing your application. You should update the browser you are using now to the latest version or install one of the following browsers to take full advantage of this website:

  • Chrome version 30 or later
  • Firefox version 30 or later
  • Internet Explorer 10 and 11

Please note the website is not fully supported on mobile phone and tablet web browsers. If you are using the website on a smartphone or tablet and are experiencing difficulty entering information or accessing some pages, try using a laptop or desktop computer, if available, with one of the recommended browsers above.

Learn more about recommended browsers now

If you are using a recommended browser and are still having trouble, the Payment Center also requires JavaScript to be active to work properly. To enable JavaScript in your web browser, click here now for step-by-step instructions.

If you encounter a technical issue or error while using the Payment center, call Health Connector Customer Service during normal business hours at 1-877-623-6765 (TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.).

You can contact the Health Connector by phone or in-person at one of our customer service walk-in centers.

By Phone:

Call 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled.)

In-person:

  • Boston
    133 Portland Street, 1st Floor
    Boston, MA 02114
  • Springfield
    88 Industry Avenue
    Springfield, MA 01104
  • Worcester
    146 Main Street, Suite 201/202
    Worcester, MA 01608

For hours and addresses, visit our “Contact” page now.