Insurance Frequently Asked Questions

Q. How do I know if my health plan includes Hartford HealthCare facilities?

A. Hartford HealthCare participates in most major health plans in Connecticut. In addition, please review your health plan provider directory and/or consult with your health plan to confirm coverage. To see a list of the health plans we accept, CLICK HERE.

Q. How will Hartford HealthCare know in which health plan I participate?
A. Please present your current health plan identification card when you register for inpatient or outpatient services at your appointment.

Q. What is the difference between an HMO and a PPO?
A. Health Maintenance Organizations (HMOs) require a patient to select a Primary Care Physician to coordinate his or her care. Most HMOs provide care through a network of hospitals, doctors and other medical professionals, that as a patient, you must use to be covered for that service. Preferred Provider Organizations (PPOs) provide care through a network of hospitals, doctors and other medical professionals. When patients utilize health care providers within the network, they receive a higher benefit and pay less money out of their pocket. Services received by a non-participating hospital or doctor may still be covered, but often at a reduced benefit level.

Q. What does "in-network" and "out-of-network" mean?
A. If you receive your health care services from a hospital, physician or other health care provider that participates in your health plan, they are often referred to as "in-network." Hospitals, physicians or other health care providers who do not participate in your health plan may be referred to as "out-of-network." For more common insurance terms, CLICK HERE.

Q. How do I know if my health plan requires a referral or pre-certification for a service?
A. Your benefit book or provider directory should provide this for you. If not, call the customer service phone number listed on your identification card.

Q. What should I do if my health plan includes a Hartford HealthCare facility as a participating provider, but I receive an explanation of benefits stating I am out-of-network?
A. Consult your health plan.

Q. Where can I find information about Medicare?
A. Go to This website is managed by the Centers for Medicare & Medicaid Services to aid consumers with questions regarding Medicare

Q. What if I have questions on my bill?

A. If you have questions about your Hartford HealthCare bill, or feel that it is incorrect, call Customer Service, Monday-Friday, 8am–5pm. Please have the Patient’s name, account number listed on the bill or the patient’s social security number ready when you call. You can also e-mail your questions to us ... CLICK HERE.