HMSA’s Online Care is available to anyone in Hawaii. You don’t have to be an HMSA member to use Online Care. However, you must be 18 years or older to enroll.

Online Care is available all day, every day of the year. The only exception is for scheduled maintenance work during low-usage periods.

No. Online Care can only be used while you’re in Hawaii. However, you may still get into your account wherever you are. This allows you to print or email records of your Online Care visits while traveling.

Enrolling in Online Care is easy.

From a mobile device:

1. Search for HMSA’s Online Care in the Apple or Android app store.
2. Download and open the free app.
3. Click Sign Up and enter your information as it appears on your HMSA membership card.
4. Enter your email address and create a password.
5. Select whether you have health insurance.
6. If you have an HMSA health plan, you’ll be asked to select your health plan, either HMSA or QUEST Integration.
7. Enter your HMSA subscriber identification number and if you’re the primary subscriber. Then click Continue.
8. If you’re not the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your relationship to the subscriber. Then click Continue.

From a computer:

1. Go to hmsaonlinecare.com and click Sign Up for HMSA’s Online Care.
2. Enter the information as it appears on your HMSA membership card, enter your email address, create a password, and click Sign Up.
3. Add the state that you live in, your birth date and gender, and click Continue.
4. Select whether you have health insurance and click Continue.
5. If you have an HMSA health plan, you’ll be asked to select your health plan, either HMSA or QUEST Integration.
6. Enter your HMSA subscriber identification number and if you’re the primary subscriber. Then click Continue.
7. If you’re not the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your relationship to the subscriber. Then click Continue.

To give members under 18 years old access to Online Care, their parent or guardian can add them to their account.

1. Log on to your Online Care account.
2. Select Account.
3. Select Profile.
4. Click Add My Children under My Children section.
5. Enter your child’s information as it appears on their HMSA membership card, select whether they have health insurance, and select Add Profile.
6. If your child is the primary subscriber for their plan, enter their health insurance information as it appears on their HMSA membership card. Then click Add Profile.
7. If your child isn’t the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your child’s relationship to the subscriber. Then click Add Profile.

Members under 18 years old can also be added to a parent’s or guardian’s Online Care account at the time of their visit.

1. Log on to your Online Care account.
2. Start a visit with a provider.
3. Select who the visit is for. If your child isn’t listed, select Another Child and click Continue.
4. Enter your child’s first and last names as they appear on their HMSA membership card, birth date, and gender. Then click Continue.
5. If your child is the primary subscriber for their plan, enter their health insurance information as it appears on their HMSA membership card. Then click Continue.
6. If your child isn’t the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your child’s relationship to the primary subscriber. Then click Continue.

Yes. They can create an account on hmsaonlinecare.com or use HMSA’s Online Care mobile app. To get started, they’ll need an email address and their HMSA membership card.

Urgent care providers are available 24/7 on demand, which means you can meet with them right away. Log in to your Online Care account to see “practice tiles” of various services. Find the practice tile that specifies your type of health plan:

• Urgent Care, QUEST Integration for Medicaid Members
• Urgent Care, Employer-sponsored Coverage & Medicare

Behavioral health providers are available by appointment. Click the therapy or psychiatry tile that specifies your type of health plan:

• Therapy, Employer-sponsored Coverage & Medicare
• Therapy, QUEST Integration
• Psychiatry, Employer-sponsored Coverage & Medicare
• Psychiatry, QUEST Integration

Find the tile that matches your health concern and health plan. Click Visit Now. Click Get Started to see the first available provider. Or select a provider who’s online and click Start Visit.

Find the tile that matches your health concern and health plan. Click Schedule then search for available appointments:

• By date: A list of providers who are available on that date will appear with appointment slots.
• By provider: A calendar of available dates will appear for the selected provider.

Select your preferred date and time and click Schedule Appointment.

If you need help making or joining an appointment, refer to How to Make An Appointment [PDF] or How to Join an Appointment [PDF]. Or call Amwell at 1-866-939-6013.

The length of a session depends on the type of provider you speak to.

• For medical doctors and some specialists: Each session is generally 10-15 minutes.
• For behavioral health providers, such as psychologists, psychiatrists, and therapists: Each session is 20-60 minutes.

You can allow providers to see your health information. This will help you get the appropriate medical care.

Before you start your session, you can agree to let your provider see your HMSA claims history.

You can speak to physicians, specialists, and behavioral health care professionals on Online Care.

Yes. Your Online Care provider can prescribe you medications except controlled substances and some medications for pain, sore muscles, and sexual performance.

You can search for a provider by name or specialty type that includes medical care, primary care, specialty care, or behavioral health.

For HMSA members: Your cost is between $0 to $15 depending on your health plan. The cost will show on the page before you begin. It’s also available in your Guide to Benefits in My Account at hmsa.com.

For non-HMSA members: Your cost depends on the provider you choose. It will show on the page before you start your visit.

The cost of your visit is not based on the length of time. If a provider ends your appointment early, you won’t be charged for the visit.

You can pay using an American Express, Visa, MasterCard, or Discover credit card or a debit card that doesn’t require a PIN.
If you don’t have a credit card or debit card, you may use a prepaid debit card that’s registered with your name and address.
If you’re not an HMSA member, you can pay for Online Care with your credit card and submit the claim to your health insurer for possible reimbursement.

No. The cost will be the same no matter when you connect with a doctor.

You need high-speed internet access and a computer that can send video and audio or a mobile phone. Read our System Requirements document for more information.

Go to the App Store or Google Play to download the free HMSA’s Online Care app. Read our System Requirements document for more information.

If you’re an HMSA member and you don’t have a computer or a mobile phone with internet access, talk to your doctor about other telehealth options.

Log on to your Online Care account and click Test My Computer. Follow the steps to check that your video, speakers, microphone, and internet are properly working.

Your username is your email address. To change your username:

• Log on to hmsaonlinecare.com
• Click My Account
• Select Profile
• Under Identification, click Edit
• Enter your new email address and click Save

Click Forgot Password or Email Address. You’ll receive an email with a link to reset your password.

If you don’t get an email, check your spam or junk folder. If you still can’t find it, email HOCInfo@hmsa.com. Include your full name, HMSA subscriber ID number, date of birth, email address, phone number, and a brief description of the issue. We’ll contact you to resolve the issue.

Call 1-866-939-6013 toll-free or email HOCinfo@hmsa.com. Include your full name, HMSA subscriber ID number, date of birth, email address, contact information, and a brief description of the issue.

The cost for Online Care is between $0 to $15 depending on your health plan. To confirm your copayment, check your Guide to Benefits in My Account on hmsa.com or call the phone number on your HMSA membership card.

If you receive a copayment notice and believe it’s an error, email HOCInfo@hmsa.com Include your full name, HMSA subscriber ID number, date of birth, email address, phone number, and a brief description of the issue. Someone will contact you.

No. You’ll need to set up a unique username and password for your Online Care account.

Call 1-866-939-6013 toll-free or email HOCInfo@hmsa.com. Include your full name, HMSA subscriber ID number, date of birth, email address, contact information, and a brief description of the issue.

No, you can’t. However, you can use Online Care to talk to a provider if you have concerns or questions about COVID-19.

If you use Online Care for COVID-19 issues, you won’t be charged a copayment. This applies to fully insured commercial, HMSA Medicare Advantage, and QUEST Integration plan members. Visit hmsa.com to learn more.