Frequently Asked Questions (FAQs)

The following FAQs are designed to assist you and your Patient Representatives with general information about ViiVConnect, health insurance, the Patient Savings Card (PSC)* program, and the Patient Assistance Program (PAP).* If you would like one-on-one personalized support and assistance, call 1-844-588-3288 (toll-free), Monday – Friday, 8 AM – 8 PM (ET) to enroll in ViiVConnect and speak with a dedicated Access Coordinator. Multilingual options available.

*Subject to patient and prescription eligibility.

General FAQs

  • What is ViiVConnect?

    ViiVConnect is here to give you information on insurance coverage and financial support programs that could help you get the ViiV Healthcare medicine(s) your doctor prescribed.

  • Is ViiVConnect a free service?

    Yes, ViiVConnect is a free service for patients, Patient Representatives and healthcare professionials.

  • What services and support does ViiVConnect provide?

    When you enroll in ViiVConnect, our dedicated Access Coordinators can contact your health plan to find out what your out-of-pocket costs will be for the ViiV Healthcare medicine(s) your doctor prescribed.

    If you have no insurance or your insurance doesn’t cover the full cost of your medicine, our dedicated Access Coordinators can help you find information on other insurance options or additional financial support programs.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    For more information on the services and support ViiVConnect can provide, you can go to Find Assistance or call 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Can ViiVConnect help me find the resources and forms I may need for information on insurance and financial support programs that might be able to help?

    Yes. Our dedicated Access Coordinators are here to help you find the appropriate resources and paperwork needed to understand and/or apply for programs that might be able to help you get the ViiV Healthcare medicine(s) your doctor prescribed.

    We can also work with your doctor and your health plan representative to help you understand what your out-of-pocket costs could be. This includes helping you gather additional information that may be needed before you can fill your ViiV Healthcare prescription.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    For more information on the services and support ViiVConnect can provide, you can go to Find Assistance or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.


Health Insurance Coverage FAQs

  • I am on Medicaid. What kind of assistance can I get?

    Assistance programs for Medicaid patients may vary, depending on your state and your income level. Though individuals receiving prescription drug benefits through a government-funded plan such as Medicare or Medicaid are not eligible for assistance through the ViiV Healthcare PSC program, there are other independent and government-funded programs that offer a wide range of patient assistance programs and support services.

    To find out what other types of prescription assistance you might qualify for, go to Find Assistance or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How can I stay on my current medicine if my health plan has changed?

    We cannot guarantee that your health plan will maintain continuous insurance coverage for the ViiV Healthcare medicine(s) your doctor prescribed.

    When you enroll in ViiVConnect, a dedicated Access Coordinator can contact your health plan to find out how the changes to your plan might impact your out-of-pocket costs for the ViiV Healthcare medicine(s) your doctor prescribed.

    If you lose your health insurance, or if your plan no longer covers enough of your medicine to make it affordable, we can help you find information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    To find out how to enroll in ViiVConnect, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What if my health plan is changing? How do I make sure my medicine is still covered?

    When you enroll in ViiVConnect, a dedicated Access Coordinator can contact your current and/or future health plan(s) to find out how those changes might impact out-of-pocket costs for your ViiV Healthcare medicine(s).

    If your new health plan will no longer cover enough of your medicine to make it affordable, we can help you find information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    To find out how to enroll in ViiVConnect, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What if my health plan denies my coverage or no longer covers my medicine?

    Prescription coverage can be incorrectly denied at the pharmacy for many reasons, which may or may not mean your health plan won’t cover your ViiV Healthcare prescription. No matter what you’ve been told by your pharmacist or your health plan, it is important to find out whether the decision can be reversed or if any exceptions exist.

    When you enroll in ViiVConnect, a dedicated Access Coordinator can contact your health plan on your behalf to find out why your insurance coverage is being denied or why the ViiV Healthcare medicine(s) your doctor prescribed are no longer covered under your health plan.

    If your health plan no longer covers your ViiV Healthcare medicine(s), we can help you find information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    To find out how to enroll in ViiVConnect, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How long does an appeal take?

    The appeals process varies significantly based on the situation, including local, state, and federal legal requirements, pharmacy processing, and your health plan. When you enroll in ViiVConnect, a dedicated Access Coordinator can help you with the appeals process from start to finish.

    If your appeal is denied, we can help you find information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    No matter what, it is very important to start the process right away. Call ViiVConnect at 1-844-588-3288 (toll-free), Monday – Friday, 8 AM – 8 PM (ET) to enroll in ViiVConnect and get started with a dedicated Access Coordinator as soon as possible. Multilingual options available.

  • What if I lose my job and no longer have a health plan? How can I get my ViiV Healthcare medicine(s)?

    When you enroll in ViiVConnect, a dedicated Access Coordinator can help you find information on alternative health plans and financial support programs that may be able to help with out-of-pocket costs for the ViiV Healthcare medicine(s) your doctor prescribed.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    If you lose your insurance, it is very important to call ViiVConnect right away to try to avoid any interruption in your treatment. Call ViiVConnect at 1-844-588-3288 (toll-free), Monday – Friday, 8 AM – 8 PM (ET) to enroll in ViiVConnect and get started with a dedicated Access Coordinator as soon as possible. Multilingual options available.

  • What if I am looking for a new health plan? How can I avoid problems with getting my ViiV Healthcare prescriptions?

    When you enroll in ViiVConnect, a dedicated Access Coordinator can contact your current and future health plans to help you with information on maintaining continuous access to your prescription and to make sure you understand how the change might impact out-of-pocket costs for your ViiV Healthcare medicine(s).

    If your new insurance no longer covers enough of your medicine to make it affordable, we can help you find information on other insurance options or additional financial support programs that may be able to help.

    NOTE: We cannot guarantee eligibility for these programs or fill out non-ViiV Healthcare enrollment forms for you.

    To find out how to enroll in ViiVConnect, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What if I move to a different state? How can I continue to access my medicine?

    When you enroll in ViiVConnect, a dedicated Access Coordinator can contact your current and future health plans in both states to help you with information on maintaining continuous access to your prescription and to make sure you understand how the change might impact out-of-pocket costs for your ViiV Healthcare medicine(s).

    To find out how to enroll in ViiVConnect, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What should I know about the Affordable Care Act (ACA)?

    You can find information on the comprehensive healthcare reform law enacted in March 2010 (sometimes known as ACA, PPACA, or Obamacare) at www.healthcare.gov, or you can call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.


Patient Savings Card (PSC) FAQs

  • The co-pay for my ViiV Healthcare prescription is too high. How can you help me?

    If your doctor prescribed a ViiV Healthcare medicine, you may qualify for the PSC program. The ViiV Healthcare PSC program may help you save between $2400 and $6000 per year on out-of-pocket costs for eligible ViiV Healthcare medicines.

    Our dedicated Access Coordinators are here to answer any questions you may have about the PSC program and to help you locate and fill out the necessary paperwork to enroll.

    For more information or to find out if your prescription is eligible for the PSC Program, you can go to Our Medicines or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • How can I get a PSC for my ViiV Healthcare prescription?

    You can go to Our Medicines to find out if your prescription is eligible for the PSC program, or you can go to http://www.mysupportcard.com to answer a series of questions (which should take less than 3 minutes to answer) to get a new PSC or to activate an existing PSC.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • Is there an income cutoff for getting a PSC?

    There are no income restrictions for the PSC program. You can go to Our Medicines to find out if your prescription is eligible for the PSC program, or you can go to http://www.mysupportcard.com to answer a series of questions (which should take less than 3 minutes to answer) to get a new PSC or to activate an existing PSC.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • What if I am enrolled in another pharmaceutical company's co-pay program? Could I still qualify for the ViiV Healthcare PSC program?

    Your enrollment in patient savings card or co-pay programs from other pharmaceutical companies does not affect your ability to qualify for the ViiV Healthcare PSC program.

    You can go to Our Medicines to find out if your prescription is eligible for the PSC program, or you can go to http://www.mysupportcard.com to answer a series of questions (which should take less than 3 minutes to answer) to get a new PSC or to activate an existing PSC.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).

  • I have a PSC, but I have already paid my co-pay. Can I get a rebate?

    You can use the PSC toward the co-pay for your next prescription drug refill. Unfortunately, the PSC cannot be retroactively applied toward a previous co-pay.

    If you have questions, please call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

    NOTE: The PSC program is not health insurance and is only available to residents of the United States and US territories. It is not for persons receiving sole or primary prescription drug benefits through a government-funded plan or program (ie, Medicare or Medicaid).


Patient Assistance Program (PAP) FAQs

  • What is PAP?

    PAP offers ViiV Healthcare medicine(s) at no cost to patients who qualify.

    NOTE: This program does not constitute health insurance.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Do I need to live in the United States to be eligible for PAP?

    If you don’t have insurance and are having trouble paying for the ViiV Healthcare medicine(s) your doctor prescribed, you may qualify for PAP, if you:

    • Live in one of the 50 states, the District of Columbia or Puerto Rico, and
    • Have a household income less than or equal to 500% of the Federal Poverty Level based on household size, and
    • Have no prescription drug coverage (unless benefits are limited to generic-only coverage: outpatient use only), or
    • Have Medicare Part D and spent $600 or more on out-of-pocket prescription expenses during the current calendar year, or
    • Are not eligible for Medicaid or Puerto Rico's Government Health Plan, Mi Salud

    NOTE: Puerto Rico applicants who qualify for Puerto Rico's Government Health Plan must have documentation of denial of coverage through Mi Salud before applying to ViiV Healthcare PAP.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Is there a fee to apply for PAP?

    No, there is no cost to apply for or enroll in PAP.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Do I need to provide any documents that show my income level?

    Income documentation such as tax forms will no longer be required to confirm eligibility. ViiVConnect will complete an online validation of your income using your name, address, and date of birth. ViiVConnect will contact you when circumstances require these forms to ensure current and accurate information has been received.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Since I last filed taxes, I’ve lost my job or have had financial problems. Should I include that on my application?

    When you enroll in ViiVConnect, a dedicated Access Coordinator will walk you through the enrollment form, PAP eligibility requirements, and the application process. Please provide all available information.

    To find out how to enroll in ViiVConnect or apply for PAP, go to Get Help or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday from 8 AM to 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How will I know if I am approved for PAP? How long will it take to find out?

    A dedicated Access Coordinator will help you with the status of your application.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Do I need to reapply to the PAP if I need a different medicine(s)?

    The ViiV Healthcare PAP is for patients with valid ViiV Healthcare prescription(s) who meet the program’s eligibility requirements. Your enrollment in other pharmaceutical company’s patient assistance or savings programs does not impact your eligibility for the ViiV Healthcare PAP.

    NOTE: Patients must re‐apply to ViiV Healthcare PAP every 12 months. A re‐enrollment letter will be mailed to you when it is time to re‐apply.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What is a Patient Representative?

    A Patient Representative is someone who is not a family member or friend, whom you have designated to act on your behalf for specific healthcare needs or program requirements. This could be a member of your healthcare team (such as a doctor, nurse, or pharmacist), a social worker, or a caseworker.

    For example, PAP requires that patients who need to apply for same-day access to their medicines, work through a Patient Representative to enroll in ViiVConnect and apply to the ViiV Healthcare PAP over the phone.

    NOTE: Same-day access service is not available for Medicare Part D patients.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How can a Patient Representative help me apply for the PAP?

    A Patient Representative can help you

    • Enroll in ViiVConnect and apply for PAP
    • If you are a Patient Representative, you can help your patient apply for PAP through the ViiVConnect Portal. Register Now or Sign In
    • Apply for same-day access to ViiV Healthcare medicine(s) by phone (not available for Medicare Part D patients)
    • Submit documentation on your behalf
    • Order refills, if you need help
    • Look up your prescription number
    • Help you re-enroll each year
    • Inform ViiVConnect of any changes in prescription, address, or income
    • Follow up with you at intervals as needed by the program
    • Attest that you have no medical or prescription insurance benefits, including Medicaid, the Marketplace Exchange or other public programs, and that you can't afford to pay for your medicine

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • Do I need to have my doctor sign my application for PAP?

    No. In most cases, you can enroll in the PAP on your own or with the help of a Patient Representative.

    Your doctor’s signature is not required to apply. However, ViiV Healthcare medicines supplied through PAP are typically mailed to you or your Patient Representative directly.

    To receive your medicine by mail, ViiVConnect must receive and approve:

    1. Completed and Signed Enrollment Form.

    2. Signed Prescription. Signed original prescription(s) for ViiV Healthcare medicine written for a 90-day supply with refills, if medically appropriate. Copies of originals will not be accepted and will delay medicine shipment.

      NOTE: Faxed prescriptions are only valid if they are faxed directly from a physician's office and accompanied by a fax cover sheet. Faxed prescriptions received from any other location will not be accepted and will delay medicine shipment.

    3. Medicare Part D PAP Applicants Must Also Send*:
      • A Copy of the Medicare Part D Prescription Drug Card.
      • Proof of Spend for $600. Under the Medicare Part D rules, you are required to show proof of spending $600 or more on out-of-pocket prescription expenses during the current calendar year.
        • Proof-of-Spend Documentation Must Meet the Following Criteria:
        • Your name printed as part of the document. Handwritten names will not be accepted
        • All out-of-pocket prescription expenses must be itemized and total $600 or more for the current calendar year. This includes all the prescriptions you have filled in the current calendar year, not just ViiV Healthcare medicine(s).
        • NOTE: Monthly insurance premiums, other medical expenses, and prescription expenses for your other household/family members do not count toward the $600 minimum Proof-of-Spend requirements.
        • Acceptable Proof-of-Spend Documentation Includes:
        • Most recent Explanation of Benefits from your Medicare Part D Prescription Drug Plan
        • Printout from the pharmacy itemizing all prescription expenses for the current calendar year. Printouts must include itemized paid amounts.
        • NOTE: If the pharmacy printout does not include all of your itemized, out-of-pocket prescription expenses, ViiVConnect can call your pharmacy to verify your total spend for the current calendar year is $600 or more – OR – your pharmacist can write in the itemized paid amounts, sign the printout, and include the pharmacy store number next to his/her signature.

    *As a reminder, submitted prescriptions and/or enrollment documentation cannot be returned.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • What if I'm already enrolled in PAP through ViiV Healthcare? How do I re-enroll?

    Patients must re‐apply to PAP every 12 months. A re‐enrollment letter will be mailed to you when it is time to re‐apply.

    • To complete the re‐enrollment process, you will need to submit
      • A completed application
      • A valid prescription with up to 3 refills if medically appropriate

    NOTE: Program eligibility for Medicare Part D patients ends on December 31 each year, therefore Medicare Part D patients must reapply for PAP prior to December 31 each year to maintain enrollment.

    • To complete the re‐enrollment process, Medicare Part D patients will need to submit
      • A completed application
      • A copy of your Medicare Part D card
      • Proof of spending $600 or more on out-of-pocket prescription expenses during the current calendar year
      • A valid prescription with up to 3 refills if medically appropriate

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

  • How long am I eligible for the program?

    Patients must reapply to PAP every 12 months. A re-enrollment letter will be mailed to you when it is time to reapply.

    If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll-free) to speak with a dedicated Access Coordinator, Monday – Friday, 8 AM – 8 PM (ET) for one-on-one personalized support and assistance. Multilingual options available.

ViiVConnect Enrollment Form:

ViiVConnect logo

Connect with a dedicated Access Coordinator. 1-844-588-3288 (toll-free) Monday – Friday, 8 AM – 8 PM (ET). Multilingual options available.