# Hamilton Telehealth FAQs

> Answers about visits, payments, insurance, support, safety, and starting care with Hamilton Telehealth.

Canonical page: https://hamiltontelehealth.com/faq
This is a plain-text mirror generated from the page above. It contains only content that appears on the canonical page.

---

# Questions, answered.
Your health comes with questions — that's a good thing. We've answered the ones we hear most below. Can't find what you're looking for? A provider is one quick message away.
### Still stuck?
Schedule a short video chat with a provider, or just text the office — we're happy to help you figure things out.
## Your visit
**Q: What happens after I submit my intake form?**
A: A licensed provider reviews your intake and sends a secure text message to begin your visit — typically the same day.
**Q: Do I have to do a video call, or can we just chat?**
A: 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.
**Q: How do I reconnect with my provider after the visit?**
A: 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.
**Q: Do you provide primary care?**
A: 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
**Q: How and when do I pay?**
A: You're invoiced after your chat is complete. Prescriptions aren't sent to your pharmacy until payment is made.
**Q: Does my insurance cover my telehealth visit?**
A: 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.
**Q: Can I pay with my HSA?**
A: 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.
**Q: What if I have Medicare?**
A: 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.
**Q: What if I have Medicaid?**
A: 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.
**Q: Do you handle prior authorizations?**
A: 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.
**Q: Do you issue refunds?**
A: Telehealth visits are non-refundable.
## Support & safety
**Q: What about after-hours concerns or emergencies?**
A: For non-urgent matters, message us at 407-550-5441 and a provider will assist during business hours. If you're experiencing a medical emergency, call 911 or go to your nearest emergency room immediately.
No questions match that.
## Got a question we missed?