What is Instamed and why is it used to process my payment for Modern Health related payments?
Modern Health does not have the ability to collect payments directly from members as this requires the ability to store very sensitive financial information. Instamed is our trusted vendor for collecting payment for Health Plan Integration related payments.
How much will I have to pay?
This is determined by your plan! You will have a copay/coinsurance and/or deductible. During the scheduling process we will give you an estimate of these costs as well as a link to complete payment and scheduling. Payment will need to be complete prior to the visit to meet with your provider.
The cost estimation was different than what I was expecting, what should I do?
Our cost estimate is based on the plan you provide us. You should first review your plan details, or contact your health plan, to verify the amount you should be paying. If they confirm the amount is inaccurate, you can reach out to firstname.lastname@example.org, or once you complete the visit and we receive the claim back from the health plan which will indicate the amount you should’ve owed, we will issue a refund.
I made a payment, but my visit was incorrectly canceled. What should I do?
Please contact us at email@example.com as soon as possible so we can help remediate the issue.
The app isn’t letting me make a payment, and I don’t want my session to be canceled. What should I do?
Please contact us at firstname.lastname@example.org as soon as possible and we will help to fix the issue.
What happens to my payment if a visit is canceled before the late cancellation period?
If you cancel your visit prior to the late cancellation period (before 48 hours prior to the visit start time), you will receive a full refund for your payment. Refunds are processed on a weekly basis and may take 3-5 business days to be reflected in your account.
What happens to my payment if I late cancel a visit (within 48 hours of visit start time)?
If you initiate a late cancellation, or no-show, for your visit, you will be charged a $100 cancellation fee. If you had originally paid less than this to book the session, you will be charged the difference to total $100. If you had paid more than $100, you will be refunded the difference so that your total is $100.
I would prefer to make payment via check or cash - what should I do?
We unfortunately are not able to support check or cash at this time. You do have the option to pay your provider the full out of pocket costs directly which would allow you to continue seeing your provider outside the app, and they may allow these forms of payment.
I forgot my username/password for Instamed. Do I contact Modern Health?
You don't need to contact Modern Health! You can visit this page for directions on resetting your password/username.
I had previously made payment for my copay/coinsurance, and now I’m responsible to pay for the full visit. Why did that happen?
If you’re on a high deductible health plan, there’s a chance that when you were booking your visit, it appeared that you had met your deductible, but when the claim was formally processed by your health plan, they determined there was still a balance resulting in the full payment of the session. A similar experience may occur related to meeting your out-of-pocket limits.
Lastly, for all health plans this will happen if you’ve lost coverage but continued to see a provider. The full cost of the visit will become member responsibility.
I previously made payment for the full cost of a visit for group/couples counseling, but now I owe more. How did this happen?
Our payment estimator is only able to estimate the costs associated with individual counseling sessions. For members that owe a copay, this should not change the amount you owe. For members who owe coinsurance, or the full cost for a deductible plan, you will be responsible for either the percentage difference (for coinsurance), or the full difference (for deductible). Please contact our team at email@example.com if you would like to understand the cost of a group/couple session prior to the visit.
In what scenarios will I owe more than the cost estimation is saying I will pay?
- Claim is denied for no coverage: if you lapse in coverage while using extended counseling sessions through our health plan integration, your claim may be denied, and the full cost of service would become member responsibility.
- Couples/group counseling session: since we are only able to provide cost estimates based on individual counseling sessions, there may be additional costs once the claim is adjudicated for couples/group counseling sessions since they are a higher rate.
- Deductible/out of pocket maximum status update: occasionally, deductibles and out of pockets will look like they’ve been met on our end, but when your health plan processes your claim, they determine that there’s still an outstanding balance. In this case, you would be responsible for a larger portion, or all, of the visit costs.