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Individual & Family
and Employer Group Plans

Coronavirus (COVID-19) Information

We know these are challenging times, and want you to know that Empire remains deeply committed to supporting you and protecting your overall health and wellbeing.


Update your email address and choose the email option under Helpful Information to stay informed on COVID-19.

How Your Benefits Work

Receive COVID-19 treatment at no cost.

If you or anyone on your health plan needs to be treated for COVID-19, your benefits will cover the care with no copays or cost-sharing through January 31, 2021, as long as you receive treatment from doctors, hospitals, and other health-care professionals in your plan’s network. This benefit may not apply to all members. Please call the Member Services number on your ID card to confirm your COVID-19 benefits.

COVID-19 testing is available at no cost.

All Empire plans cover COVID-19 testing and the care visit where the test takes place with no out-of-pocket costs. Find a COVID-19 testing location near you by using this tool. Please talk to a doctor first to be certain you need a COVID-19 test. A doctor must order a COVID-19 test for you.


Search for a COVID-19 testing site near you.

Castlight Health
If you have visited a health care professional in your health plan's network any time since March 7, 2020, and were charged for the personal protective equipment (PPE) used for safety against COVID-19, you can contact them for a refund. PPE includes items such as masks, gowns, and gloves. Depending on your plan, you only need to pay charges toward your deductible, copay, or percentage of the cost. Health care professionals in your plan's network cannot charge you for the PPE they use.
We will contact the health care professionals in our plans' networks to let them know our members do not need to pay for those costs.
If you want to submit a complaint to us about PPE charges you received from a health care professional in your plan's network, call us at the Member Services number on your member ID card.

Visit a doctor from home.

Telehealth doctor visits give you access to care without leaving your home. Telehealth visits with doctors and health-care professionals in your plan’s network are covered at no cost to you through January 8, 2021. This includes visits that are not related to COVID-19. Ask your doctor if they offer telehealth visits.

The Virtual Care text feature on the Sydney Care mobile app allows Empire members to chat with a doctor. You can download the app here. It works together with your Sydney Health or Engage Wellbeing app.

This benefit may not apply to all members. Please call the Member Services number on your ID card to confirm your COVID-19 benefits.


Receive personalized guidance about your health and connect with a doctor via text, chat or video with the Sydney Care mobile app. Sydney Care app features, benefits and costs vary from plan to plan.

Sydney Care logo
Learn about your symptoms at no cost.

The Sydney Care mobile app is a quick and easy way to find out what your symptoms may mean without leaving home. The app’s Coronavirus Assessment tool is always free. It uses guidelines from the Centers for Disease Control and Prevention (CDC). And Sydney Care can connect you to a doctor for a telehealth visit after you use its Coronavirus Assessment feature. Sydney Care is available for iOS and Android devices. It works together with your Sydney Health or Engage Wellbeing app.

You have more time to enroll in a COBRA plan, pay your past-due COBRA premiums, and file and appeal claims.
We have extended due dates from March 1, 2020, until 60 days after the federal government declares the end of the National Emergency or outbreak period in your area, whichever is later.
This means you have more time to:
  • Request special enrollment.
  • Elect to enroll in COBRA continuation coverage.
  • Make COBRA premium payments.
  • Notify the plan of a qualifying event (such as marriage, birth, adoption, placement for adoption, placement in foster care, or determination of disability).
  • File a benefit claim.
  • Appeal an adverse benefit determination.
  • If applicable, request an external review after an adverse benefit determination or final internal adverse benefit determination.
  • File information to perfect a request for external review after a finding that the request was not complete.
  • If you have questions or need more information about COBRA coverage, please call us at the number provided in the enclosed letter.
You can find additional information on the Department of Labor’s website at, including "COVID-19 FAQs for Participants and Beneficiaries."

Empire has relaxed early prescription refill limits, where permitted, for members who have Empire pharmacy benefits and wish to refill a 30-day supply of most maintenance medications early.

Members who have a pharmacy plan that includes a 90-day mail-order benefit should talk to their doctor about whether changing from a 30-day supply to a 90-day supply of their prescriptions is appropriate. They can request new prescriptions by logging in here, or they can call the Pharmacy Member Services number on their member ID card to learn more.

Most 90-day prescriptions are available for home delivery, and standard shipping is free. These are two ways we’re helping our members improve their access to the medicines they count on and control their costs.

It’s important to take care of your emotional and mental health needs, so we’ve added benefits that provide resources for dealing with the challenges you may be facing right now.

COVID-19 Mental Health Resource Hub

Empire’s affiliated health plans and Beacon Health Options have joined with Psych Hub, mental health advocates, and other national health insurers to develop a free web-based resource to support members’ mental health needs. Psych Hub offers a range of resources to help you and your family deal with pandemic-related stress such as social isolation, job loss and other mental health issues.


Navigate COVID-19 challenges like social isolation and job loss with a free mental health resource hub, powered by Psych Hub and supported by Empire.

Psych-Hub Icon

Centers for Disease Control and Prevention: About 2019 Novel Coronavirus (2019-nCoV) (January 28, 2020):

Centers for Disease Control and Prevention: Coronavirus Disease 2019 (COVID-19) Situation Summary (March 3, 2020):

Stay informed by checking these resources for up-to-date information about COVID-19, especially if you’re thinking about traveling.