CVS Health is actively monitoring the global COVID-19 pandemic including guidance from trusted sources of clinical information such as the Centers for Disease Control (CDC) and World Health Organization (WHO). Below is information about policies and procedures that CVS Health has implemented that focus on the health and safety of our colleagues, customers, members and patients. For more information about the virus, please visit the CDC and/or WHO websites dedicated to this issue.
*The content below is not intended to be a substitute for professional medical advice, diagnosis or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.
Cost coverage
For Commercial plans, the cost share waiver for any in-network covered telemedicine visit – regardless of diagnosis – began on the day of the CVS Health press release, March 6, 2020, and ended on June 4, 2020.1 Member cost-sharing waivers for covered in-network telemedicine visits for outpatient behavioral and mental health counseling services expired on January 31, 2021. Aetna self-insured plan sponsors offered this waiver at their discretion.
Cost share waivers for any in-network covered medical and behavioral health services telemedicine visit for Aetna Student Health plans were active until January 31, 2021.1
For Individual Aetna Medicare Advantage members, cost share waivers for in-network telehealth visits for primary care expired on December 31, 2021. Cost share waivers for specialist telehealth visits expired on January 31, 2021 for all Medicare Advantage members. A telehealth visit with a specialist provider costs the same as an in-person office visit.
Aetna Group Medicare retiree members can check their plan coverage for additional details.
Video chat platforms
Yes. Providers can temporarily use non-public facing synchronous video chat platforms, such as Skype® and FaceTime®, to complete telemedicine visits as long as these platforms are allowed in their states and they are able to meet the standard of care via a telehealth encounter. Health care providers should not, however, use public-facing video applications, such as Facebook Live®, Twitch® or TikTok®. For more information, refer to the temporary Federal guidelines concerning use of these platforms during the COVID-19 pandemic.2
Teladoc
No. Due to HIPAA restrictions, adult members can only register dependents who are minors (below the age of 18). Adult dependents must register themselves for Teladoc®.3
E-Clinic
E-Clinics offer many of the same services as the retail MinuteClinic locations. They can evaluate, diagnose and treat common injuries, illnesses and skin conditions. They can also help manage chronic conditions like diabetes and high blood pressure for established patients. Providers can also assess a patient’s symptoms and risk factors for COVID-19 and provide guidance on how to access testing or treatment if infection with the virus is suspected. For more information, members can visit www.minuteclinic.com.
Here’s a side-by-side comparison of these services:
| E-Clinic | Video Visits |
|---|---|
| Provides support for over 150 services, similar to services provided in retail clinic setting | Cover smaller subset of services related to minor illnesses and conditions |
| Staffed by MinuteClinic nurse practitioners and physician assistants | Staffed mainly by Teladoc® physicians |
Available in Washington, D.C., and the 35 states where MinuteClinic operates |
Available in 43 states and Washington, D.C., including states where there is not a physical MinuteClinic presence. |
| Available between 9 a.m. and 5 p.m. local time. | Available on-demand or by appointment, 24 hours a day, 7 days a week |
| Offers patients the opportunity to connect with a local MinuteClinic provider via video conferencing. | Uses Teladoc's technology platform and is initiated through the patient’s computer or mobile device, at MinuteClinic.com or through the CVS Pharmacy app. |
We’re here to support you Find out how
The information contained in this FAQ is subject to change at the discretion of CVS at any time, for any reason and without advanced notice.
1Or as specified by state or federal regulation.
2Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
3Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
Legal notices
Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).
Health benefits and health insurance plans contain exclusions and limitations.