FAQ

Frequently Asked Health Insurance Questions

A deductible is the amount you must pay before your health insurance kicks in. This amount varies by plan level. Coinsurance is usually how health care costs are split with your insurance after your deductible is met. These percentages also vary by plan. A copayment is what you pay for a service when you receive it, like a doctor’s office visit or getting a prescription filled. All of these things add up to your total out-of-pocket cost for health insurance, which is capped at a certain amount for the year. After you meet the max out-of-pocket, your insurance will cover 100% of expenses.

You can make a payment in three ways:

1. Log in to the member portal to pay online.

2. Mail a check with your account or member ID number, or complete a Payment Authorization Form for one-time or recurring payments and send to:

CHRISTUS Health Plan
Dept. 1239
PO Box 121239
Dallas, TX 75312-1239

3. Call member services at 1-844-282-3100 to make a one-time payment or set up recurring payments.

To get a new ID card, call member services at:

US Family Health Plan: 1-800-678-7347


If you’re hard of hearing, you can call:

New Mexico: 1-800-659-8331

Texas: 1-800-735-2989

If you disagree with a decision on your coverage or payment, you can file an appeal to review the decision. If you’re unhappy with service, you can file a grievance (or a complaint). Learn more about appeals and grievances.

You can file an appeal or grievance online. If you don’t want to file online, you can download a Grievance and Appeal Request form. Fill it out and fax it to 1-866-416-2840 or mail it to:

CHRISTUS Health Plan
Attn: Appeal and Grievance Dept.
PO Box 169009
Irving, TX 75016

Appeals must be made in writing, but you can make a grievance by calling 1-844-282-0380.

If a new primary care provider is accepting patients, you can switch by calling:

US Family Health Plan: 1-800-678-7347


If you’re hard of hearing, you can call:

New Mexico: 1-800-659-8331

Texas: 1-800-735-2989

If you have a question on drug coverage, contact us or call 1-844-282-3025, 7 days a week, 8 a.m. to 5 p.m. local time.


Have another question you don’t see here?

Contact us or call member services at 1-844-282-3100, and we’ll help you find what you need.


MM160
Last Updated: 2/23/17