Manual Document Upload and Review

Here are some frequently asked questions about manually submitting your health insurance documents.

Why am I being asked to upload documents?

If our automatic check was unable to find or verify your health plan, you will be prompted to submit a document manually. This process helps us confirm you are enrolled in a Qualifying Health Plan for the health stipend.

What types of documents can I submit?

To confirm your enrollment, you'll need to submit one of the following documents: an Enrollment Confirmation Letter, an Evidence of Coverage (EOC), or your Member ID Card. Here’s a guide to help you find the right one.

Enrollment Confirmation Letter

• What It Is: This is the official notice you received from the MA Health Connector or your insurance carrier right after you successfully signed up for your plan. It’s a great document to submit because it summarizes your enrollment, including your plan name, who is covered, and your coverage start date.
• How to Find It:
  • Check Your Email: Search the inbox (and spam/junk folders) of the email address you used to sign up. Look for emails from the date you enrolled.
  • Check Your Mailbox: You may have received a physical letter in the mail shortly after enrolling.
  • Check Your Online Account: Log in to your MA Health Connector or your insurance carrier's online portal and look in the "message center," "inbox," or "documents" section.

Evidence of Coverage (EOC) / Certificate of Insurance

• What It Is: This is the formal, detailed contract for your health plan. It's a comprehensive document that explains all the plan's benefits, rules, and what's covered. It will always have the official plan name and coverage period.
• How to Find It:
  • Online Member Portal: The easiest way to find your EOC is to log in to your insurance carrier's website. It is almost always available to download as a PDF from the "plan documents," "my documents," or "benefits" section.
  • By Mail: You may have been sent a printed copy when your plan year started.

Member ID Card

• What It Is: This is the card you carry in your wallet and show at the doctor's office or pharmacy. It includes your name, member ID number, and the name of your insurance carrier.
• How to Find It:
  • Physical Card: You should have received a plastic card in the mail.
  • Mobile App: Most insurance carriers have a mobile app where you can view and download a digital version of your ID card.
  • Online Member Portal: You can also view and print your ID card from your insurer's website.

Why was my document rejected?

A document will be rejected if our reviewers cannot confirm all the required information. The most common reasons for rejection are:

• Wrong Document Type: Submitting a health insurance card, Explanation of Benefits (EOB), or claim form, as these do not contain all the necessary details.
• Missing Information: The document is missing key information like your full name.
• Blurry or Unreadable Photo: The image is out of focus, making the text difficult to read.
• Cut-Off Document: The photo does not show the full page, and some of the required information is cut off.
• Dates are Incorrect: The effective dates on the document do not show that the plan is active for the required quarter.
• Name Mismatch: The name on the document submitted does not match the primary subscriber name in our records.
• Unqualified Plan: The documents show the plan does not meet the definition of a Qualifying Health Plan.

You may re-submit a document by logging back into Stride Save and uploading a new file.

How do I submit my document?

The app will prompt you to submit your document. You will be able to either take a photo of your document using your phone's camera or upload a picture from your photo library.

Do you have tips for submitting a good photo?

Yes! To avoid the common rejection reasons, please follow these tips:

• Place your document on a flat surface in a well-lit area.
• Make sure your camera is in focus so the text is sharp and easy to read.
• Capture the entire page of the document, from corner to corner. Do not cut any part of it off.
• Hold your phone directly above the paper to avoid angles that make it hard to read.
• Check for glare or shadows and make sure your fingers are not covering any text.

What happens after I submit my document?

Your submitted document will be reviewed to confirm your eligibility. We will notify you once the review is complete, about 2 business days after your submission.