Frequently Asked Questions
Most of your policyholder servicing questions (claims, eligibility, policy changes) can be addressed in Celtic’s Online Healthplan customer service area. You may also submit a Request for Service Form or contact a Celtic Client Service Representative at 1-800-477-7870 during normal business hours Monday through Friday. Or, send an e-mail with any questions to cservice@celtic-net.com.
If your particular question appears in the list below, click on it to find an answer:
How do I find a network provider?
How do I file a claim?
How do I see claim and Explanation of Benefit (EOB) information?
Where do I get a User ID and Password to use Celtic’s online customer service area?
How can I get new or additional ID cards?
How can I report a name change?
How can I report an address or phone number change?
Can I make a payment online?
How do I change my account information used for the automatic pay plan?
Why is my billed premium different from what I quoted?
How do I get a Certificate of Prior Coverage?
Can I talk to someone about my denial?
How do I become a contracted provider?
How do I find a network provider?
Visit Celtic’s Provider Directory or call 1-800-477-7870 to speak with a Client Service Representative.
How do I file a claim?
Send the original itemized bill to: Celtic Insurance Company, Attention: Claims, PO Box 33839, Indianapolis, IN 46203-0839. You can also fax the information to 1-800-678-9311. Include your certificate number (if you have a Short-Term plan, please indicate the correct certificate number for the date of service), your name as it appears on your ID card (including Jr., Sr., III, etc.), and your date of birth. Be sure the bill you are submitting includes the provider’s name, provider’s telephone number, provider’s TIN (Tax ID Number), and ICD-0 codes and CPT codes. Celtic does not require any claim forms.
How do I see claim and Explanation of Benefit (EOB) information?
Celtic provides online client service support through Celtic’s Online Healthplan where you can view detailed information about each claim submitted including EOBs, the status of a claim, and any pending information required for payment. Access Online Healthplan by selecting “Policy Information and Claims” from the Customer Service menu or Consumer Login menu on Celtic’s website – or simply click the hyperlinked text in this FAQ. Use the User ID and Password you received in the mail.
Where do I get a User ID and Password to use Celtic’s online customer service area?
Shortly after receiving your Celtic Certificate Booklet, you received a notice in the mail containing user information including your own personal User ID and Password to access Celtic’s Online Healthplan customer service area. Call 1-800-477-7870 during business hours and a Client Service Representative can retrieve this information for you.
How can I get new or additional ID cards?
Call a Celtic Client Services Representative at 1-800-477-7870 or send a request to cservice@celtic-net.com. Make sure to include your name and policy number.
How can I report a name change?
This change can be made by the primary insured over the phone by calling 1-800-477-7870, submitting a Request for Service Form or by sending an e-mail to cservice@celtic-net.com.
How can I report an address or phone number change?
This change can be made by the primary insured over the phone by calling 1-800-477-7870, submitting a Request for Service Form or by sending an e-mail to cservice@celtic-net.com. Note: an address change may affect your premium.
Can I make a payment online?
Not at this time. If you are not using the monthly automatic pay plan and have chosen a monthly or quarterly paper bill option, mail your payment to: Celtic Insurance Company, PO Box 4136, Carol Stream, IL 60197-4136. If you want to change your billing or payment mode call 1-800-477-7870, submit a Request for Service Form or send an e-mail to cservice@celtic-net.com.
How do I change my account information used for the automatic pay plan?
This change can be made by the primary insured by submitting a Request for Service Form.
Why is my billed premium different from what I quoted?
The amount quoted is an estimated cost of the health plan, which is subject to change based on your medical history, underwriting, the optional benefits you selected, if any, and other relevant factors.
How do I get a Certificate of Prior Coverage from Celtic?
Call a Celtic Client Services Representative at 1-800-477-7870 or send a request to cservice@celtic-net.com. Be sure to include your name and policy number.
Can I talk to someone about my application denial?
To protect your right to privacy, Celtic requires a written request from the applicant to release any information on a denial of coverage. Please send your request to: Celtic Insurance Company, Attention: Underwriting Dept., P.O. Box 33839, Indianapolis, IN 46203-0839
How do I become a contracted provider?
Please contact the Provider Relations Department at PHCS: Private Healthcare Systems, Inc., 1100 Winter Street, Waltham, MA 02154; or call 1-800-950-7040.
For privacy purposes, do not include any personal identifying information such as last name, address, phone number, Social Security Number or policy number in the subject line of an e-mail. By typing your name at the end of the e-mail in the same logical place you would sign a hard copy, the typed name will be accepted as an “electronic signature.”