UHA COVID-19 Frequently Asked Questions

Updated May 13, 2020

For information on Coronavirus/COVID-19, click here.

A1. UHA covers telehealth visits with participating providers at 100%. We encourage you to seek care from your primary care physician first. Your own doctor will know your medical history and needs best. If your physician is not a participating provider, UHA may cover some costs but you will be responsible for any additional charges that exceed UHA’s standard rates.

Visit our Telehealth page at https://uhahealth.com/telehealth to learn more.

A2. UHA members will have expanded access to UHA’s team of RN Care Specialists and clinical team to answer questions about accessing medical care, medications or how to care for yourself at home. Call (808) 532-4006, or toll free at 1-(800) 458-4600, ext. 300, Monday through Friday from 8 a.m. to 4 p.m.

UHA covers telehealth visits with participating providers at 100%. We encourage you to seek care from your primary care physician first. Your own doctor will know your medical history and needs best. If you don’t have a primary care physician, you may access virtual care from the resources below. Standard benefits apply when members have a telehealth visit with a non-participating provider.*

*Telehealth covered at 100% of eligible charges with no copay or deductibles when rendered by a participating provider in UHA’s network. Benefits valid only for the duration of the COVID-19 emergency period. The conditions for the coverage of telehealth copays can be found in UHA’s current Telehealth Services Payment Policy. Or call UHA to find out more.

Virtual Care Resources



The DOCNOW team can give advice, diagnose, treat and call in prescriptions for most non- emergency conditions.
Telehealth service hours: 7AM-9PM
Phone: 808-699-5556
(Dial 1 first if calling from a neighbor island.)
Website: DOCNOW for UHA

The Queen's Health Systems COVID-19 Hotline

If you are experiencing symptoms you believe may be linked to COVID-19, talk to a Registered Nurse and get your questions answered.
Hours: 24/7
COVID-19 Infoline: 808-691-2619
(Dial 1 first if calling from a neighbor island.)
Website: www.queens.org/covid19/what-queens-is-doing

Hawai'i Pacific Health

Hawai’i Pacific Health COVID-19 Virtual Clinic for Video and Phone Visits
The Virtual Clinic’s purpose is to address patients with signs and symptoms of COVID-19 who are well enough to be evaluated without coming to the office and others who have concerns about COVID-19 exposure.
Patients should reach out to their own primary care physician (PCP) for treatment and guidance before contacting the Virtual Clinic. Patients without a PCP are encouraged to contact the Virtual Clinic directly.
Hours: 8AM – 8PM
Phone: 808-462-5430 (press option 2)
Website: https://www.hawaiipacifichealth.org/hph-covid-19-updates/covid-19-testing

Connect with your PCP for non-COVID related health issues via MyChart. You can message your doctor or send an electronic visit request.



First Vitals

For mild to moderate symptoms of COVID-19, telehealth consults can help reduce the novel coronavirus from spreading from person to person and is a more efficient way to receive initial care. Book a 15-minute video consult with a medical professional at: http://www.covidhawaii.com.


A3. For those experiencing flu-like symptoms without shortness of breath and no history of serious medical problems that could compromise your health, going to an urgent care facility is appropriate. Please call the urgent care facility in advance to get any pre-arrival instructions that will help prevent spreading of your illness to others.

However, go immediately to the emergency room if you have any of the following: a rapid pulse, a temperature of over 103 degrees lasting for several days or shortness of breath.

A4. Start with a call to your doctor. If you’re sick and experiencing flu-like symptoms, such as cough or difficulty breathing, and think you have been exposed to COVID-19, call your doctor (primary care physician / PCP) for medical advice. If you’re able, monitor and report your temperature. Your doctor will determine whether you should be tested and can best instruct you on next best steps, including the most appropriate care location to visit and testing protocols.

A5. Yes, UHA covers 100% for appropriate, medically necessary testing for COVID-19. The guidelines for testing are provided by the Centers for Disease Control and Prevention (CDC) and Hawaii Department of Health’s (HDOH). Current CDC guidelines can be found here.

A6. Effective March 1, 2020 and until the COVID-19 emergency period ends, coinsurance requirements are waived for these services when related to a COVID-19 diagnosis. This includes:

  • Doctor’s office visits
  • Urgent care facilities
  • Emergency room
  • Telehealth visits
  • Virtual check-in
  • E-visits

A7. Yes. All copay, coinsurance, or deductible coinsurance requirements are waived and UHA will provide 100% of the eligible charge for medically necessary hospitalization with a UHA participating facility and their UHA participating providers related to a COVID-19 diagnosis. At this time, the waiver applies to all admissions with a date of service from April 1 to May 31, 2020.

For help finding a participating provider in UHA’s network, visit the UHA provider search tool.

A8. UHA encourages our members to limit any necessary trips to the pharmacy by utilizing their 90-day mail-order benefit or the extended fill available though most UHA-participating retail pharmacies within the Express Scripts network. Learn more here.

You can sign up for mail order delivery to your home for free. Just visit Express-Scripts.com to sign up. Once you are enrolled, they will even contact your physician when your prescription runs out.

A9. UHA’s Pharmacy Benefits Manager, Express Scripts, is closely monitoring the global manufacturing environment. At this time, they don’t see any disruptions to the supply chain that will affect their ability to fill prescriptions for UHA members, now and in the near future. Given the fluid nature of the COVID-19 outbreak, Express Scripts will continue to monitor the situation and work with their suppliers as needed. UHA will continue to work with Express Scripts to address issues and service our members.

A10. To ensure that we can be here for you, we’ve been actively working with UHA’s own associates to safeguard their health. To the extent possible, our associates have begun telecommuting and practicing several other social distancing measures so we can continue to serve our members, employers and providers.

A11. We recommend the following government web sites for general information about coronavirus during this time:


A12. The process for COVID-19 related claims is new to everyone, it's possible there may be mistakes made. Rest assured, we will work quickly to resolve any issues. We appreciate your patience as we work through this.

If you have any questions or need assistance, please contact Customer Services.

Customer Services
Phone: (808) 532-4000
Toll free: (800) 458-4600

A13. COVID-19 serology (IgG or IgM) testing is commonly known as “antibody testing.” Such testing is a covered benefit under the federal COVID-19 state of emergency only when the test meets the statutory definition of “medical necessity.”

Currently, CDC’s serologic test is designed and validated for broad-based surveillance and research that will provide information needed to guide the response to the pandemic and protect the public’s health.

The test is not currently designed to test individuals wanting to know if they have been previously infected with COVID-19, and both the CDC and Hawai‘i Department of Health (DOH) do not recommend COVID-19 individual antibody testing at the present time.

While we completely support clinical advancements that improve diagnosis, treatment, and prevention of COVID-19, serologic testing is complicated. The antibody testing is not currently recognized by the CDC as a valid diagnostic test for COVID-19 or a reliable test to demonstrate immunity, and serology testing is not known to be effective in improving health outcomes.

This is a rapidly changing situation that we will continue to monitor using the latest guidance from the CDC and DOH to determine which tests are medically necessary. As guidelines and recommendations evolve, we’ll continue to re-evaluate our policies.

A14. UHA is committed to your health. This pandemic has led to a multitude of changes for Hawaii’s workforce. For those who have been let go by their employers or have had their hours reduced, we have resources to help you stay informed and navigate your options.


Individual Plan Transition Resources

  • To check if you’re eligible for Medicaid and to learn more about how you can apply, visit medquest.hawaii.gov for more information.
  • For other individual health plan options and possible subsidies to help receive coverage, visit the Federal Marketplace at healthcare.gov.

If after reviewing these online resources, you find that you need further assistance, contact Customer Services to speak to a representative.

Customer Services
(808) 532-4000
1 (800) 458-4600 (toll free)
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