Frequently Asked Questions

What conditions can MDLIVE providers treat?
General Health

  • Acne
  • Allergies
  • Constipation
  • Cough
  • Diarrhea
  • Ear Problems
  • Fever
  • Flu
  • Headache
  • Insect Bites
  • Nausea
  • Pink Eye
  • Rash
  • Respiratory Problems
  • Sore Throats
  • Urinary problems/UTI
  • Vaginitis
  • Vomiting
Pediatric Care

  • Cold or Flu
  • Constipation
  • Ear Infection
  • Nausea
  • Pink Eye
  • Vomiting

Behavioral Health

  • Addictions
  • Bipolar Disorders
  • Child and Adolescent Issues
  • Depression
  • Eating Disorders
  • Gay/Lesbian/Bisexual/Transgender Issues
  • Grief and Loss
  • Life Changes
  • Men's Issues
  • Panic Disorders
  • Parenting Issues
  • Postpartum Depression
  • Relationship and Marriage Issues
  • Stress
  • Trauma and PTSD
  • Women's Issues

And many more!

Is MDLIVE a safe way to receive health care services?

A consultation with an MDLIVE provider will be similar to the care you receive from your physician when you call him/her after hours for medical assistance.

Does MDLIVE replace my primary care physician (PCP)?

MDLIVE is not intended to replace your primary care physician. For common or chronic conditions, a virtual consultation can sometimes replace a provider's office or emergency room visit. Communication with your primary care physician is important for continuity of care.

Can MDLIVE handle my emergency situations?

No. MDLIVE is designed to handle nonemergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, you should dial 911 immediately.


When should I consider using MDLIVE?
  • Your primary care physician is not available
  • If you're considering an ER or an urgent care center for a nonemergency medical issue
  • Request prescriptions or get refills
  • Traveling and in need of medical care
  • During or after normal business hours, nights, weekends and even holidays
Are there any instances when MDLIVE will refuse to treat someone? How is this handled?

An example would be if the chief complaint and resulting diagnosis is of higher acuity, in which case treating through telehealth would be inappropriate. MDLIVE will also refuse treatment to minors who are not accompanied by a parent or legal guardian.

How it works

Who can use MDLIVE?

Employees and eligible dependents with Cigna coverage are eligible to use the program.

How do I access MDLIVE?

Covered employees and eligible dependents may access the program by:

  • Logging into to request a phone consultation, or a video consultation conducted through the web with a provider. Professional information about physicians and their availability is provided for your review online. You may select any physician from the MDLIVE physician network as well as the time you wish to complete your consultation.
  • Following links from the Find a Provider page on The link will be identical to the one described above, directing customers to MDLIVE.
  • Calling 888.726.3171 to speak with an MDLIVE customer service representative to obtain information about available physicians and request a phone, or an online, consultation with the physician of your choice.
What information do I need to provide to register for MDLIVE?
  • First name
  • Last name
  • Gender
  • Date of birth
  • Cigna customer ID

You will be asked to create a user name and password. Once registered, you will receive an email confirmation. Each family member (employee/spouse or minor dependents) must create his/her own account.

Where is MDLIVE available

With very few exceptions, MDLIVE is accessible from virtually anywhere that has an Internet connection, or U.S.-based phone number that can receive a callback.

Can I talk with a provider located in a different state than where I am?

If a provider shows as "available" when you search, that means that provider is licensed within your state and you can consult with that provider. Because, by law, providers can only write prescriptions for the state in which they are licensed, if you may need a prescription, you will want to select a provider that is licensed in the state you are currently in.

When is MDLIVE available?

MDLIVE is available 24 hours a day,seven days a week, 365 days a year. Use MDLIVE any time you have a nonemergency condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost-effective alternative to an emergency room, urgent care center or retail convenience clinic.

Why are some providers available "online" while others are available by "phone?"

Providers have the option to make themselves available online or by telephone (or both), which can vary depending on the time of day, day of the week and computer access. If they are only available by phone, that will be the only way to connect with that provider.

What is MDLIVE's average response time?

MDLIVE guarantees an appointment with a provider in an hour or less. Average speed of answer is 15 secondsto speak with a Health Services Specialist and 22 minutes to speak with a provider (on demand). It is important to note that the wait period is necessary for the provider to read your health information in advance of a consultation.

How long is each visit?

Standard consultations are approximately ten minutes. The provider can extend the visit at no additional charge to the patient.

Can my eligible minor children use MDLIVE? Can I select a pediatrician to see them?

Minor children can receive care through MDLIVE. You may select a pediatrician from the MDLIVE network to provide the care. A parent or legal guardian must participate in the consultation between the physician and a minor child.

Do MDLIVE providers speak other languages besides English?

While some of the participating providers do speak other languages, MDLIVE is currently only available in English and Spanish.

What do I need for MDLIVE videoconferencing?

To use videoconferencing you need:

  • Windows®7, Vista, XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have a microphone built in)

After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

Can I take a picture of a rash or injury and send it to an MDLIVE provider?

Yes, you can upload and share an image.

What is a secure email message?

Secure email messages are a way for MDLIVE providers to communicate with patients. An email message is secure when it is encrypted before it is sent and is stored in a secure manner. Emails between you and MDLIVE providers can contain personal health information which means they need to be stored securely, in accordance with HIPAA regulations. MDLIVE stores your emails securely so you can access them at any time.

MDLIVE providers

Who are MDLIVE providers?

All MDLIVE providers are U.S. Board Certified physicians, able to treat a wide range of patients and conditions.

Are MDLIVE providers part of a call center?

No. MDLIVE providers are licensed professionals and among the finest practitioners in the health care field.

Do I consult with a real provider located in the U.S.?

Yes. MDLIVE customers consult with actual U.S. Board Certified physicians, state-licensed family practitioners, pediatricians and emergency medicine providers who reside in the United States. When you request a consultation, MDLIVE will connect you with a provider licensed to practice in your state.

What are the provider's qualifications?

All MDLIVE providers are Board Certified and licensed to practice medicine in your state. They are fully credentialed, on an annual basis, and have passed background checks using the National Practitioner Databank and the American Medical Association. MDLIVE providers follow national standards of medical practice.

Will the provider review my medical history before speaking with me?

Yes. You must provide your medical history to the provider before the visit.

How do I find the right provider for me or my family?
  • Online: All MDLIVE providers are listed online at First, you select the type of provider you're looking for and then click Search. A selection of providers is displayed and you can choose to schedule an appointment or visit now. From the next screen, you describe the purpose for the appointment and choose whether you want an online video (if available) or a phone consultation.
  • By phone: You can call MDLIVE's Health Services Support Center at 888.726.3171. Courteous and knowledgeable representatives will talk you through each step of the process.
Can I be sure a provider will be available even during nonstandard business hours?

MDLIVE providers are available 24 hours a day, seven days a week, 365 days a year including holidays. MDLIVE's software manages provider availability, in response to demand. There are times when a patient may have the choice of several providers, or only a few.

Can MDLIVE provider write provider's excuses?

MDLIVE providers won't write notes for "leave or absence."

Will the MDLIVE provider send a treatment report to my regular provider/primary care physician?

Yes, this can be done with your permission. The MDLIVE online website for employees and dependents ( has a primary care physician tab that allows you to document your primary care provider who, with your permission, will receive a record of every telehealth visit you have with MDLIVE.


Can I get a prescription from an MDLIVE provider?

Yes. If the MDLIVE provider believes medication is warranted, he or she can write a prescription for nonnarcotic medications, which can be sent electronically to your preferred pharmacy. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription can be faxed. The prescription is fully compliant and includes all required information.

Please note: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations.

MDLIVE provider will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE providers closely monitor prescription use through the patient's EMR, and will refer a patient to their PCP if prescriptions are not having the desired effect or if the provider believes in-person care is required.

IMPORTANT: MDLIVE providers will not prescribe substances controlled by the DEA, including narcotics, pain medications and mood stabilizer, for nontherapeutic use, and/or those which may be harmful (potential for abuse or addiction).

Can I choose what pharmacy I use?

When you register for the MDLIVE program, you will have the opportunity to identify your preferred pharmacy.

Security and privacy

Is MDLIVE safe and private?

Confidentiality is a respected part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.

Will I have a record of my MDLIVE visit?

Yes, MDLIVE maintains a complete record of your online visit, which is available to you for review, at your convenience. You can also share your visit record with anyone you wish, such as your primary care provider.

Do providers have access to my health information?

If you have provided your health history or other health information in the MDLIVE Vault, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care. When you allow your MDLIVE provider to view your health information, he or she can provide more informed medical advice tailored to your specific health needs.

Where is the health information I enter into the MDLIVE website stored? Is it stored on MDLIVE's secure site?

All information you enter is stored on MDLIVE's secure website.

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 get a copy of my medical records?

Your medical record is always available to print or download from your MDLIVE Vault. Simply log in to your account and select your past visits. We store the record as a PDF, so it's easy to keep.

Will anyone at my company know that I used MDLIVE and the reason for my use?

Just like any other health care service, unless you voluntarily tell someone at your place of work, no one will know any details about your use of the service. Thisis a confidential health care service subject to health care privacy laws. Your employer will only receive aggregate (total number) information about the use and satisfaction ratings of the program. No personally identifiable information will be provided to your employer.

Costs and payment

Are claims for visits with MDLIVE providers covered at my in-network rate?

Yes. The claims will be processed by Cigna and you will receive an explanation of benefits(EOB), just as you do when other medical claims are processed.

How much will it cost to use the MDLIVE program?

The cost of the visit depends on your medical plan. Check your plan documents for information.

What forms of payment does MDLIVE accept?

MDLIVE currently accepts debit cards, HSA, FSA as well as Visa, MasterCard, American Express and Discover.

For coinsurance plans, MDLIVE would take credit card information, reserve it until the explanation of payment (EOP) confirms customer liability, and then process the proper amount due.

Can I pay for my MDLIVE visit with an HSA, HRA or FSA?

MDLIVE is a qualified expense for HSA. HRA or FSA accounts. You should consult with your employer or other advisor about possible HSA or FSA account reimbursement.

Will all registrations require a debit/credit card to be on file to cover the cost of the copay/coinsurance?

The payment information is gathered at point of consultation, and kept on file.

How do I pay for a prescription called in by MDLIVE?

When you go to your pharmacy of choice to pick up the prescription, you may use your health/prescription insurance card to help pay for the medication. You will be responsible for the deductible/coinsurance/copay based on the type of medication and your plan benefits.

If the provider recommends that I see a specialist or primary care physician, do I still pay for the visit?

Yes. Like seeing any provider, if you are referred to another provider, the consultation fees still apply

Am I charged if I miss a scheduled visit?

Appointments need to be canceled at least 12 hours before the time of your scheduled consultation to avoid being charged.

How can I get additional help if I have more questions about MDLIVE?

You may call MDLIVE at 888.726.3171 or visit You may also call the Cigna customer service number on the back of your Cigna ID card.

Behavioral Health

What is teletherapy?

Teletherapy is a new way to get care. You can see a licensed therapist and have an online video therapy session/visit, on your schedule, from wherever you're located. Our HIPAA compliant teletherapy service is easy to use and requires no special hardware.

What are the common issues we treat?
  • Child Behavior & Learning Issues
  • Coping With Loss & Grief
  • Financial Hardship
  • Marital Problems
  • Parenting Counseling & Advice
  • Problems at Work
  • Stresses & Challenges of Everyday Life
Who will be helping me?

MDLIVE gives you access to only the most trustworthy professionals. Our therapists are all licensed and thoroughly screened. You can browse our network of therapists, read their profiles, check their credentials, and choose the therapist with whom you would like to speak.

Where can I talk to my therapist?

You can talk to your therapist when it’s convenient for you - during your lunch hour, evenings and weekends, or while your kids are sleeping. With MDLIVE, you no longer need to rearrange your schedule or travel to an office to meet with a therapist.

Does teletherapy work just as well as face-to-face sessions?

Teletherapy works just as well, if not better, than face-to-face sessions; but don’t take our word for it! Numerous studies have shown that teletherapy is effective. In a 2013 study conducted by the University of Zurich, 57% of online participants completed the course depression free, compared to only 42% of participants who saw a therapist in person. You can read a copy of the full study here.

Is teletherapy right for me?

Teletherapy is a great option if you’re seeking a convenient, effective and affordable way to get care. When you’re traveling or if you’re just too busy to make regular office visits, teletherapy makes getting care easy. Our therapists can help you identify problems in your life, pursue practical solutions to those problems, and navigate any obstacles that come up along the way. We also have professionals that specialize in more specific issues, such as: stress, anxiety, depression, addiction, marriage counseling, LBGT issues, parenting, and more.

How much does it cost to use MDLIVE?

Getting started is totally free. If you're receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.

How do I connect with my therapist?

There are two ways to connect with a therapist - either by phone or through secure video.

Once you get to the MDLIVE home page, you can start looking for a therapist that is licensed in the state where you’re located. You can filter therapist profiles by gender, language or specialty. In each of the therapists’ profiles you will find their credentials, specialties, and schedules of available appointment times.

Once you choose the therapist with whom you would like to speak, you can schedule the appointment time that works best for you. If you haven’t created an MDLIVE account yet, you will be asked to create a profile. You will then confirm your payment and your appointment time.

If you are seeing your therapist by phone, your therapist will call you at your scheduled appointment time.

If you are seeing a therapist by video, you will log on to MDLIVE at your scheduled appointment time, and the website will direct you to begin a secure video visit with your therapist. You may be need to complete a one-time download of our secure video application.

If you have any issues setting up your account, our care coordinators are available to answer any questions 24/7/365 at (888) 726-3171.

I am afraid that I am going to hurt myself or others. Can I talk to someone at MDLIVE?

If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at 1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.


MDLIVE is an Internet-based service allowing individuals to select and interact with independent healthcare and behavioral health professionals. MDLIVE does not provide healthcare or behavioral health services.. MDLIVE is not an insurance product or a prescription fulfillment warehouse. MDLIVE is not intended to replace a personal relationship with a medical or behavioral healthcare provider.  No statement is intended to imply that any person should seek services or treatment or that MDLIVE should be used in place of treatment recommended by a healthcare professional.  MDLIVE operates subject to state and federal regulation and all or some of its products or services may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs, drugs of concern and certain other drugs which may be harmful because of their potential for abuse. MDLIVE makes no representations, warranties, or guarantees about the efficacy, appropriateness or suitability of any products, procedures, prescriptions, treatments, services, advice, opinions, healthcare professionals or any other information contained on or available through MDLIVE.MDLIVE reserves the right in its sole discretion to deny access for potential misuse of services or any other misconduct. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without permission. For complete terms of use visit

This service and the MDLIVE website is provided exclusively by MDLIVE, and not by Cigna. MDLIVE providers are independent practitioners solely responsible for the treatment provided to their patients. They are not agents of Cigna.


* Please note: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations.

MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit

MDLIVE Prescription Policy

Providers providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines.

It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care Providers or other specialists for extended care. MDLIVE Providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit

** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.