Frequently Asked Questions

What do I need to know about COVID-19?

Coronaviruses are a group of viruses that often cause respiratory illnesses in humans. Most cases of coronavirus are mild, and some, like the common cold, occur frequently throughout the world. Recently, COVID-19, the coronavirus you have been hearing about in the news, has been found to infect humans.

For questions about COVID-19 in your area

For any questions or concerns about COVID-19 that are not related to your health insurance benefits, please call 211. 211 NH has been mobilized to handle all COVID-19 related calls from New Hampshire residents. All residents with questions or concerns surrounding the COVID-19 outbreak can call 2-1-1. Learn More.

Information around health plan coverage of COVID-19 is also evolving, so please check back for updates on the ways we are trying to assist our members.

+ What are the symptoms?

The symptoms for the flu and COVID-19 are very similar and include:

  • Cough
  • Shortness of breath or difficulty breathing
  • Fever
  • Chills
  • Repeated shaking with chills
  • Muscle pain
  • Fatigue
  • Headache
  • Sore throat
  • New loss of taste or smell

If you think you may have been exposed, please see the Self Observation and Self Quarantine Guidelines from the NH DHHS website.

+ How can I protect myself?

There are things that you can do to help keep yourself, family and community healthy.

  • If you get sick with fever, cough, shortness of breath, or other signs of respiratory illness, call the health department at 211. If you need to seek medical care for other reasons, call ahead to your doctor and tell them you are under COVID-19 quarantine. Read the Self-Quarantine Guide from NH DHHS.
  • Cover your sneezes and coughs with your sleeve, not your hand.
  • Wash your hands frequently to reduce the spread of germs. Wash with soap and water for at least 20 seconds. If soap and water are not available, you can use an alcohol-based hand sanitizer with at least 60% alcohol.
  • If you feel sick, stay home, and avoid travel.
  • Avoid close contact with people with flu-like symptoms whenever possible.
  • Avoid large gatherings if you are at higher risk
    • Highwe risk includes these groups:
      • Older adults over the age of 60
      • Anyone with underlying health conditions, such as heart disease, lung disease, or diabetes
      • Anyone with weakened immune systems
      • Anyone who is pregnant

+ Is there a vaccine available?

At this time there is no vaccine to prevent against COVID-19. For the most up-to-date information, please refer to the CDC website.

+ What do I do if I think myself or someone in my household has COVID-19 or may have been exposed to it?

Please follow the Self-Quarantine Guidance provided by NH DHHS and call 211 to discuss your situation.

+ Where can I go to get tested for COVID-19?

Before going to a doctor’s office or emergency room, call ahead and tell the provider or office about your potential exposure to COVID-19 and symptoms. Your doctor will tell you next steps. Learn more in the Self-Observation Guidelines developed by NH DHHS.

+ Is a medical test for coronavirus covered by health insurance?

Yes, as your health insurance plan we’ll cover the cost of you being tested for coronavirus. Your doctor will provide you with instructions about the testing process that you need to follow specifically for COVID-19

+ What will it cost to be tested or treated for coronavirus?

As a member, you can receive COVID-19 testing and medically-necessary treatment at no cost.

Please note:

  • The above applies if testing and treatment comes from an in-network providers. 
  • If testing or treatment is not available through an in-network provider, we will cover services from out-of network providers at no cost to you.

+ What do I do if I need transportation to an appointment?

If you are not feeling well and have COVID-19 symptoms call your doctor. If your doctor tells you to come in to be seen, follow his/her instructions. If you need emergency assistance you should call 9-1-1. Just let the operator know what your symptoms are so that the ambulance and hospital can plan ahead for your arrival.

Transportation Benefit: We will continue to bring members to their scheduled appointments as part of our transportation benefit. Measures have been put in place to help keep members and drivers safe. This includes no physical contact between drivers and passengers, and increased sanitation standards. Please note: Drivers will be unable to assist passengers with getting in and out of the vehicle as they normally do.

For the safety of all members and drivers, we cannot transport anyone who has COVID-19 symptoms. Please call an ambulance if you have COVID-19 symptoms and are unable to get to the hospital on your own.

Ride-Share: All ride-share drivers will continue to follow the safety and sanitation guidelines issued by their service. Lyft will not be able to transport members with COVID-19 symptoms. An ambulance should be called for emergency transportation to a hospital.

Friends & Family: Do you have a friend or family member who can drive you to your appointment? If so, they can get reimbursed the mileage for bringing you to your doctor’s visit. For the time being, we will not require any advanced notice or approval prior to the appointment for rides under 50 miles. We will allow reimbursement requests that are older than 30 days until further notice.

+ Are telephone or video visits (known as telehealth) covered by your plan?

Yes, telehealth visits are covered if you use a network provider that offers telehealth appointments. Not all providers offer a telehealth option. To find out if your provider offers telehealth appointments you should call their office and ask. Telehealth appointments cost the same as in-person doctor’s appointments. We also cover telepsychiatry visits for our members. To find out if your psychiatrist offers a telehealth option, please call and ask them.

The State of New Hampshire has also temporarily expanded telehealth services during the COVID-19 State of Emergency. The expansion of telehealth services is only in effect for the duration of the State of Emergency.

+ Can your medications be mailed to your home?

Yes, you can sign-up with for our Mail Order Pharmacy program to have a 90-day supply of maintenance medications delivered to your door.  Maintenance medications are medications that filled regularly and used to treat conditions such as diabetes, asthma, high cholesterol and high blood pressure. With the Mail Order Pharmacy Program, Well Sense members can get a 90-day supply of medications for the same cost as a 30-day supply. Sign up to get your medications by mail.

+ Can you fill additional months of my prescriptions now in case of a community quarantine?

Yes, Well Sense members may request early refills of medication if you have refills remaining on your prescription. This would allow a member to request up to a 30-day supply of a medication before their next scheduled refill due date if needed. Please contact your pharmacy to refill your medication or contact your provider for a new prescription if you do not have any refills left on you prescription.

We also want to remind you that you may also have certain medications delivered by mail so that you do not have to pick them up at a local pharmacy. This option is available for maintenance medications which are filled regularly and used to treat conditions such as diabetes, asthma, high cholesterol and high blood pressure. You can receive a 90-day supply of medication delivered to your home. Our mail order pharmacy can assist you with transferring your prescriptions or reaching out to your provider for a new prescription. Sign up to get your medications by mail.

Statewide COVID-19 Response

Find up-to-date information about how New Hampshire is responding to COVID-19 by calling 2-1-1 or visiting