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HomeMemberManage Your PlanChild Health PlusPremium FAQs

Frequently Asked Questions | Monthly Premium Payments

Below are some topics that may help you understand your child's premium payments.

When will my payment show up in my account?
Payments are typically processed and reflected on your account within 24 to 48 hours.
I accidentally paid the wrong account. How do I know my payment is applied correctly?
Your payment can be transferred to the correct account, and it will reflect the original payment date. Transfers are completed within
2 to 3 business days, plus an additional 24 to 48 hours if the account needs reactivation. Please call Fidelis Member Services at 1-888-FIDELIS (1-888-343-3547) to request a transfer.
I overpaid my monthly premium. How will my account be credited, and what happens to the excess payment?

Your payment will first be applied to any outstanding balance up to the current month. If there are remaining funds, they will be applied as a credit toward future payments unless you request otherwise. Refunds can be requested by calling Member Services at 1-888-FIDELIS (1-888-343-3547) if eligible and will be issued using the original payment method:

  • Check payments: Refunds are mailed within 4 to 6 weeks after approval.
  • Credit card payments: Refunds are processed within 7 to 10 business days of approval. Please note that refunds cannot be approved if the payment was applied to past due balances or the current active month.
How can I view my payment history and get a detailed breakdown of my current balance?

You can view your payment history on Payspan. Alternatively, Member Services can mail you a Payment History Letter within 7 to 10 business days. This letter contains private information and is only available by mail.

What payment options are available to me?

Payments can be made via:

  • Mail to Fidelis Care, PO Box 955465, St. Louis, MO 63195-5465. Please include the bottom portion of your invoice.
  • Online at fideliscare.org (select “New Member” if you’re activating a new plan)
  • Phone by calling Member Services at 1-888-FIDELIS (1-888-343-3547) and selecting the IVR option (not available for initial payments)

If you’re experiencing issues, please contact Member Services for help.

    Why am I being billed for multiple months?
    By law, Fidelis is required to bill up to three months in advance to notify you of expected premium amounts for upcoming months. You are only required to pay for the current month unless otherwise specified (such as activating a CHP account).
    What confirmation will I receive once my payment has been successfully processed?
    You will receive a confirmation code, which should also be emailed to you. Keep this code to verify and track your payment once processed.
    My premium was recently changed by the state, but my bill still shows the old amount. When and how will this be corrected?

    Changes from NY State of Health (NYSOH) take 2 to 3 business days to reflect in our system. Since invoices are generated during the first week of each month, any premium adjustments made after invoice generation will be applied during the next billing cycle.

    Sample invoice premium letter and payment stub

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