Healthcare on Your Terms

Great times to use virtual visits include:

• You can’t fit an appointment in your schedule.
• Your doctor’s office is closed.
• You have children at home and don’t want to bring them with you.
• You're traveling.
• You don't know whether you should go to urgent care or not.
• Therapy appointments aren’t available in your city.

A virtual visit is not meant to replace the relationship between you and your primary care physician (PCP). Still go to your PCP to treat chronic conditions, such as diabetes or heart disease. If it’s an emergency, always call 9-1-1.

If you have an existing virtual visit account with WEA Trust through Amwell, you can continue to use virtual visits through Amwell until further notice.

Virtual medical providers can help with hundreds of minor acute health issues, like sinus infections, common colds and bronchitis. Virtual therapists and psychologists can help with mental health conditions like depression and anxiety.

Commonly treated conditions include:

Most virtual doctor visits take about 10 minutes. Doctors can review your history, answer questions, diagnose, treat and even prescribe medication. Prescriptions will be sent to your pharmacy of choice. Medical virtual visits are typically on demand.

Therapy appointments with virtual therapists and psychologists are typically scheduled ahead of time and last for 45 minutes. The first session will assess your mental health care needs, and if appropriate, you can schedule recurring appointments with the same provider. Therapists and psychologists cannot prescribe medications.

Mental health care providers include both masters-level and doctoral-level clinicians. Visits with masters-level therapists cost $85. Visits with doctoral-level psychologists cost $99. Both types of providers can treat common behavioral health conditions like anxiety and depression.

Members with copay plans will be responsible for a $0 or $5 copay for all virtual visits, depending on your health plan. Members with high deductible health plans will be responsible for the full cost of the visit until their deductible is met.

If you are using virtual visits through Amwell and believe you were incorrectly charged for a video visit, call Amwell’s customer service team at 855.818.3627. Most often, this happens because the Service Key “TRUST” or your WEA Trust subscriber ID number was not entered when you signed up. 

Important Note: The actual cost of your visit will be calculated immediately before your visit begins. For example, you may have a $0 copay, but it appears the cost for your scheduled therapy appointment is $99. Before you begin your visit, Amwell will check your eligibility in real time and adjust the cost of the visit accordingly. 

If you are using virtual visits through Amwell, double check that the name you used to sign up with is entered EXACTLY as it appears on your ID card. This includes the spacing between hyphenated last names.

During high volume times, such as the first two weeks of January and July, you may receive this message even if you have entered all your account information correctly. You may continue with your visit and email support@americanwell.com to be reimbursed after the visit. 

If you continue to have this issue, please call WEA Trust’s customer service team at 800.279.4000.

Most WEA Trust members will have a $0 copay for all types of virtual visits. Your cost will be calculated right before you begin your visit and depends on your health plan. See chart below for details. For information on what your cost share is for a virtual visit, please refer to your benefit documents. Most plans have a $0 copay for a virtual visit.

You may use your flex spend account (FSA) to pay for virtual visit services.

Virtual visit services will apply to both the deductible and/or the maximum out-of-pocket amount.

You will receive a refund in 8-10 weeks.

If you have the high deductible health plan, you will be charged the full amount of the visit to your credit card. After WEA Trust receives the claim for your visit, you will be refunded the full amount of the visit if you have met your maximum out-of-pocket for the year.

Yes. You will receive an EOB whether you have a copay plan or a high deductible health plan.

If your employer group has an HRA and you are responsible for a virtual visit payment, it will follow the regular claims process and will be reimbursed through your HRA.