Once you enroll in PLAN VITAL, you can choose your insurance provider. Your insurance provider will work with you and your doctors to keep you healthy.

There is an enrollment counselor who can help you choose an insurance provider over the phone. The enrollment counselor does not work for any insurance company or provider. They are neutral. They can give you information about PLAN VITAL and its benefits. They can tell you about the options available to you and help answer your questions. They cannot choose by You . They can help him/her to:

• Choosing a new insurance company or changing insurance companies
• If you change your insurance company, they can also help you change your Primary Care Physician (PCP) or Primary Medical Group (see more information here) .

You can contact the Enrollment Counselor for support:

• By phone: 1-833-253-7721
  Monday to Friday from 8:00 am to 6:00 pm
• TTY service available: 1-888-984-0128
• Online: www.ases.pr.gov/plan-vital
• At Medicaid offices

Can I change my insurance company?

Yes, you can request to change your insurance company. Once you have chosen an insurance company, or one has been chosen for you, you have 90 days to change. You can also change your insurance company once a year during the "open enrollment period," which is from January 1 to February 15 each year.

If you want to change your insurance company, call the Enrollment Counselor at 1-833-253-7721. You can also request to change your insurance company at any time if you have certain reasons, such as:

• You cannot access services or providers.
• You cannot obtain all the related services you need at one time from the doctors, health professionals, and service facilities that work with your insurance company.
• You receive poor quality care.
• You are requesting a service that your insurance company does not cover due to moral or religious reasons.
• Your insurance company does not have doctors who have experience handling your medical care needs.

If you wish to change your insurer for one of these reasons, you can request this change from the insurer, the Enrollment Advisor , or ASES. ASES will decide whether you can change or if you must wait until Open Enrollment. If you disagree with ASES's decision, you can ask them to reconsider. If you still disagree with the decision, you can request a hearing.
Can my insurance membership be stopped?

Yes, your insurance membership will be stopped if you:

• You lose your eligibility for the VITAL PLAN.
• She moves out of Puerto Rico.
• He's going to prison .
• Give your ID card to someone else to use.
• He/She moves to a long-term care nursing facility or an intermediate care facility for the developmentally disabled.

You will not lose your membership with your insurance company if:

• You are experiencing changes in your health.
• You are using more health care services.

You may also want to cancel your membership with your insurance company if you no longer need your VITAL PLAN benefits. If this happens, let your Medicaid office and your insurance company know.