Benefits Handbook

The Plan offers access to virtual urgent care, virtual behavioral health visits, and virtual primary care. Virtual visits let you talk to a US board-certified doctor through your mobile device (chat, video, phone) or a computer. The Surest app or member website will show you virtual visit options available for relevant conditions. The doctor can diagnose, recommend treatment, and prescribe medication, when appropriate, for many medical issues. You can use this service for common health concerns like colds, the flu, fevers, rashes, infections, allergies, etc. when you want a convenient way to access a doctor. Virtual visits can also include annual wellness visits or prescription refills using virtual primary care providers. Behavioral health therapy services are also available virtually.

Members can connect with a therapist or psychiatrist using a virtual visit provider.

This service is not the same as telehealth, where you have a regularly scheduled office visit with your treating physician via video. Virtual visit providers have been designated in the Plan and are accessible through the app.

Doctors are available 24/7, 365 days a year.

When you need to see a doctor, go to the Surest mobile app or member website. Choose the virtual provider that works for you, download their app, register with your insurance information, and then you can request a virtual visit.

Doctors can access your health information and review previous treatment recommendations that were obtained through the virtual visit platform used previously. You can request urgent care providers share information with your routine doctor if you supply their contact information. When you use virtual primary care services, they will request you sign a release to gather information from previous providers to populate their medical records. You control who accesses your health information.

When you need to see a doctor, go to the Surest mobile app or website.

Virtual visits are covered at 100%, no copay. Prescriptions aren't included in the cost of the virtual visit.

Virtual visits are available in all states. If a member is traveling internationally, the board-certified clinician will only be able to provide advice, but no prescriptions will be written. The clinician may advise the member on the medication they should try to obtain, if any is recommended.

You can call Surest Member Services at +1 866 683 6440.