AdobeStock_162470168CleanSlate medical plans include telehealth services through Cigna Telehealth Connection, provided by Amwell and MDLIVE. Available 24/7/365, telehealth provides access to board-certified doctors and pediatricians for health-related services by video chat or phone. With the new school year and Labor Day holiday approaching, now is a good time to familiarize yourself with this benefit. Below are some common questions and answers on telehealth.

Does telehealth replace my primary care physician (PCP)? 

Telehealth is not intended to replace your PCP; it is designed to handle minor, non-emergency medical issues. 

When should I consider using telehealth? 

  • When your PCP is not available 
  • If you?re considering an ER or an urgent care center for a non-emergency medical issue 
  • When traveling and in need of medical care 
  • During or after normal business hours, nights, weekends and even holidays

What health conditions should I use telehealth for?

  • General Health
    • Acne
    • Allergies
    • Asthma
    • Bronchitis
    • Cold & Flu
    • Diarrhea
    • Earaches
    • Fever
    • Headache
    • Infections
    • Insect Bites
    • Joint Aches
    • Nausea
    • Pink Eye
    • Rashes
    • Respiratory, Sinus, and Skin Infections
    • Sore Throat
    • Urinary Tract Infections
  • Pediatric Care
    • Cold & Flu
    • Constipation
    • Earaches
    • Nausea
    • Pink Eye

Are there any instances when someone will be denied treatment? 

Treatment through telehealth would be inappropriate if the primary medical issue and diagnosis is of high risk. Cigna Telehealth Connection will also refuse treatment to minors when a parent or legal guardian is not present.

How do I access telehealth?

  1. Through the web:

Amwell – Website:  I   Phone: 855.667.9722

MDLIVE – Website:  I  Phone: 888.726.3171

  1. Download the Amwell for Cigna App and MDLIVE for Cigna App to your smartphone or mobile device.
  2. Log in to, select the Cigna Telehealth Connection, and choose either Amwell or MDLIVE

How much will it cost to use the programs?

The cost of the visit depends on your medical plan. 

  • $25 per consult if you are enrolled in the Core Plan
  • $30 per consult if you are enrolled in the Buy-Up plan
  • $42 per consult if you are enrolled in the High Deductible Health Plan (no charge after you meet your deductible)

Remember, telehealth is a qualifying expense for FSA and HSA accounts.  If you are not using your FSA or HSA debit card, you will need to provide a credit card for payment.

Can I get a prescription from a telehealth doctor? 

Yes*. If the doctor believes medication is warranted, he or she can write a prescription for medications, which can be sent electronically to your preferred pharmacy. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription can be faxed. The prescription is fully compliant and includes all required information.

Will I have a record of my visit? 

Yes, each provider maintains a complete record of your online visit, which is available to you for review at your convenience. You can also share your visit record with anyone you wish, such as your PCP.


*Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.  Amwell and MDLIVE doctors will not prescribe substances controlled by the DEA, including narcotics, pain medications and mood stabilizers for nontherapeutic use, or those which may be harmful (potential for abuse or addiction). There is no guarantee that a prescription will be written. Not all prescriptions may be covered under your medical plan. See your plan documents for details of your plan?s prescription drug coverage.

Also read:

Everything You Need To Know About Your Health FSA Plan

We’re About To Start Asking Patients For Reviews. Here’s Why It Matters.

How To Access The Warriors Excelling Portal On Your Phone (It’s Super Easy)


Do you have a Warriors for Hope anecdote or information to share on our blog? Email Shanna Belott at

Tonya Draughon

Tonya Draughon is a Senior Client Service Specialist at Marsh & McLennan Agency in Florida.