Your visit
What happens after I submit my intake form?
A licensed provider reviews your intake and sends a secure text message to begin your visit — typically the same day.
Do I have to do a video call, or can we just chat?
In most cases, just chat. Visits are handled asynchronously over secure messaging. A video visit is only required if your state requires it by law — and if you'd simply prefer video, let us know during your chat and we'll schedule it.
How do I reconnect with my provider after the visit?
You can text or call our office anytime at
407-550-5441. Our normal hours are Monday–Sunday, 8am–5pm EST, and a member of our clinical team will follow up during business hours.
Do you provide primary care?
Hamilton is a great complement to your primary care provider, but not a replacement. Our services are broad, but certain things are best managed by a primary care provider who oversees your complete picture.
Payments & insurance
How and when do I pay?
You're invoiced after your chat is complete. Prescriptions aren't sent to your pharmacy until payment is made.
Does my insurance cover my telehealth visit?
No — we don't process insurance for visits. However, retail medications sent to your pharmacy may be billed through your insurance if you meet your plan's reimbursement requirements.
Can I pay with my HSA?
Often, yes. Our payment processor accepts many HSA accounts, though not all. If your HSA is declined, you can use another method and submit the paid invoice to your plan for reimbursement.
What if I have Medicare?
Medicare doesn't cover medications, and Part D plans exclude certain ones. If you expect a prescription to process under your plan, it's best to contact your Part D plan before your visit to confirm coverage. Otherwise, you'll likely pay out of pocket.
What if I have Medicaid?
Medicaid is state-funded, and we don't accept insurance. If you're seeking medication coverage through your state Medicaid plan, you'll need care from your local provider. Medicaid won't cover your consultation.
Do you handle prior authorizations?
Yes, on request. Because they're time-intensive, prior authorizations carry a separate $75 charge each. For most insurances, if approved, they are valid for six months to a year.
Do you issue refunds?
Telehealth visits are non-refundable.
