Teladoc FAQ


Do I talk to “real doctors”?
Yes. Teladoc members only talk to actual doctors who are U.S. board-certified internists, state-licensed family practitioners, and pediatricians licensed to practice medicine in the U.S. and living in the U.S. When you request a visit, Teladoc will connect you with a doctor licensed in your state.

What are some of the common conditions Teladoc treats?
Common conditions include sinus problems, respiratory infection, allergies, urinary tract infection, cold and flu symptoms and many other non-emergency illnesses.

Can Teladoc handle my emergency situations?
Teladoc is designed to handle non-emergent medical problems. You should NOT use it if you are experiencing a medical emergency.

Can I speak with a specialist?
You cannot request to speak with a specialist directly, but our doctors may be able to provide guidance on the type of specialist you should see.

Can I request a particular doctor?
You cannot request a particular doctor. Teladoc is designed to support your relationship with your existing doctor. It is not a means of establishing an exclusive relationship with one of our doctors. Please know that all Teladoc doctors are highly qualified and go through rigorous training and credentialing. We have the largest physician network of any telehealth provider with board-certified, state-licensed doctors.

Can I get a prescription?
Teladoc does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. Teladoc doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain other drugs which may be harmful because of their potential for abuse. These include, but are not limited to, antidepressant drugs such as Cymbalta, Prozac and Zoloft which are drugs that are harmful due to their potential for abuse. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by Teladoc doctors.

View the current list of DEA controlled substances »

Where do the prescription drugs come from?
Teladoc does not dispense prescription drugs. Our nurses call the prescription into the local pharmacy of your choice.

Is my electronic health record kept private?
Health records are kept totally private and we employ robust encryption methods to protect your personal information. You determine who can see the information in your record.

Can I be turned down for a pre-existing condition?

We do not turn patients away because of pre-existing conditions.

Can I call Teladoc outside of the United States?
You can request a Teladoc visit from anywhere in the U.S. You will speak with a doctor licensed in your home state. You must have a U.S. address and a U.S.-based phone number for the doctor to call back at the time of visit.

Health Advocate FAQ

What is Health Advocate?
The nation’s top health advocacy and assistance company. They serve as a liaison for members with healthcare providers, insurance plans and other health related resources. Health Advocate offers a broad range of services like help finding primary care, specialists and medical institutions and resolving claims, billing and related administrative problems. Health Advocate also helps members access local resources, including senior care services that fall outside traditional healthcare coverage.

How do members use Health Advocate?
Health Advocate is easy to use. Members call a toll-free number and explain their needs. When members call, a trained Personal Health Advocate reviews the problem and asks questions about the member’s overall healthcare situation. The goal is to help members and their family with their healthcare issues. During the first call to Health Advocate, a Personal Health Advocate or PHA, usually a registered nurse, is responsible for helping the member. PHAs are backed by a staff of medical directors and administrative experts. The member’s PHA can help with many related medical and administrative issues. For instance, PHAs help find qualified doctors and hospitals for complex needs. Members also get help with administrative, billing and claims issues, and information and resource support for members and their family. Health Advocate can help members, the member’s spouse, dependent children, parents and parents-in-law.

Why would a healthy person want to join?
Health Advocate is a highly personalized service. It is available to members who use the healthcare and insurance systems—healthy or ill. If a member moves to a new area, she or he may want help finding a doctor or dentist. Even a “well visit” may result in an unexpected claim. Other examples include members who are unsure of exactly what their health plan covers or a parent or parent-in-law may want help finding senior care. Health Advocate’s goal is to help members with any issues or questions about their healthcare or health insurance.

How can members be sure of the security of their information?
Health Advocate protects the privacy of all member health information. We fully comply with all appropriate provisions of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), which addresses the privacy and confidentiality of all members’ information.

How can members be sure of the privacy of their information?
We fully recognize the importance of protecting members’ privacy. Health Advocate’s staff is trained to handle each case with the utmost confidentiality. Also, they follow protocols that comply with all governmental privacy standards to ensure that members’ medical and personal information is fully protected and confidential. During the first call, members will be asked to fill out and sign a Medical Authorization Form giving Health Advocate permission to start working on the member’s behalf. If a member calls for a dependent minor, the member must complete this form for them.

How do members change the information on their Card?
For extra or replacement cards, members can call Member Services at the toll-free number in their benefit packet. Health Advocate is not responsible for changing, renewing or canceling memberships.

eDocAmerica FAQ

Doctors Online powered by eDocAmerica FAQ

Q. How does this benefit work?

A. Members can ask questions to a board certified doctor via email 24/7/365.  After registering once, type in a subject, like poison ivy, and a question in the message field.  A response from the doctor will be sent within 24 hours.

Q. What services are included?

A. Members may work with with a board certified doctor for guidance on treatment options for an illness. Members have access to psychologists for behavioral health questions and can get help with various other things including nutrition, fitness and much more.

Q. Are there any services with which Doctors Online will not help? 

A. Emergency questions/ issues and prescribing medications are excluded.

Q. Am I charged for each new question?

A. No, members are never charged for services through Doctors Online.  Members may use this service over and over at no cost.

Q. Can I get general health info through Doctors Online?

A. Yes, members may get info through e-mail, such as health tips, links to quality resources and responses from doctors.

Q. Will the medical information I share remain confidential?

A. Patient Confidentiality is respected by Doctors Online. The website honors or exceeds the legal requirements of medical/health privacy.  Personal information will not be given or sold to unaffiliated third parties.



This discount card program is NOT insurance, not intended to replace insurance, and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CRM 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. For a complete list of disclosures, please click here. | Limitations, Exclusions and Exceptions | Discount Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.


Not available as a voluntary offering to VT residents.