Patient Resources

Frequently Asked Questions (FAQs)

If you don’t find the answers you’re looking for, call ViiVConnect at 1-844-588-3288 (toll free), Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

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 there a charge for ViiVConnect?

No.

What does ViiVConnect provide?

When you enroll in ViiVConnect, our dedicated Access Coordinators can contact your health insurance 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 determine if you qualify for the ViiV Healthcare Patient Assistance Program (PAP) or help you find information on other insurance options and 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 programs, go to Financial and Savings.

For more information on the services and support ViiVConnect can provide, go to the Access Coordinators page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 identify 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 insurance 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, go to the Access Coordinators page or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 ViiVConnect Savings Card program or the ViiV Healthcare Patient Assistance Program, there are other independent and government-funded programs that offer a wide range of assistance programs and support services.

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

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

We cannot guarantee that your health insurance 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 insurance 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, call 1-844-588-3288 (toll-free) Monday - Friday, 8 AM - 8PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

What if my health insurance 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 insurance plan(s) to find out how those changes might impact out-of-pocket costs for your ViiV Healthcare medicine(s).

If your new health insurance 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, call 1-844-588-3288 (toll-free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

My health insurance plan is requiring prior authorization for my ViiV Healthcare prescription and I don’t know what to do. Can ViiVConnect help?

When you enroll in ViiVConnect by completing an enrollment form, an Access Coordinator can provide guidance on prior authorization steps and let your healthcare provider know what additional information or documentation may be needed before you can access your ViiV Healthcare medicine. ViiVConnect can also contact your health insurance plan when coverage has been denied to see if the decision can be appealed.

If your health insurance plan will not cover 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, call 1-844-588-3288 (toll-free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

What if my pharmacy tells me that my medicine is not covered?

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

When you enroll in ViiVConnect by completing an enrollment form, a dedicated Access Coordinator can contact your health insurance 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 insurance plan.

If your health insurance 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, call 1-844-588-3288 (toll-free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 insurance 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 insurance plan? How can I get my ViiV Healthcare medicine(s)?

When you enroll in ViiVConnect by completing an enrollment form, a dedicated Access Coordinator can help you find information on alternative health insurance 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 insurance plan? How can I avoid problems with getting my ViiV Healthcare prescriptions?

When you enroll in ViiVConnect by completing an enrollment form, a dedicated Access Coordinator can contact your current and future health insurance 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, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

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

When you enroll in ViiVConnect by completing an enrollment form, a dedicated Access Coordinator can contact your current and future health insurance 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, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

ViiVConnect Savings Card FAQs

How can the ViiVConnect Savings Card help me?

If your doctor prescribed a ViiV Healthcare medicine, you may qualify for the ViiVConnect Savings Card program. The ViiV Healthcare savings card program may help you save on out-of-pocket costs for eligible ViiV Healthcare medicines. Learn more about savings on ViiV Healthcare products and see if you qualify on the program website.

Our dedicated Access Coordinators are here to answer any questions you may have about the ViiVConnect Savings Card program and provide information on how to complete the enrollment process.

For more information or to find out if your prescription is eligible for the ViiVConnect Savings Card program, you can go to ViiV Medicines or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

How can I get a ViiVConnect Savings Card for my ViiV Healthcare prescription?

You can go to ViiV Medicines to find out if your prescription is eligible for the ViiVConnect Savings Card program, or you can go to the program website to see if you are eligible to get a new savings card or to activate an existing savings card.

If you have questions or need help with getting or activating a ViiVConnect Savings Card, please call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

Is there an income cutoff for getting a ViiVConnect Savings Card?

There are no income restrictions for the ViiVConnect Savings Card program. You can go to ViiV Medicines to find out if your prescription is eligible for the ViiVConnect Savings Card program, or you can go to the program website to see if you are eligible to get a new savings card or to activate an existing savings card.

If you have questions or need help with getting or activating a ViiVConnect Savings Card, please call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

What if I am enrolled in another pharmaceutical company's co-pay program? Could I still qualify for the ViiV Healthcare savings card 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 savings card program. The ViiVConnect Savings Card is for use with eligible ViiV Healthcare medicines.

You can go to ViiV Medicines to find out if your prescription is eligible for the ViiVConnect Savings Card program, or you can go to the program website to see if you are eligible to get a new savings card or to activate an existing savings card.

If you have questions or need help with getting or activating a ViiVConnect Savings Card, please call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

I have a ViiVConnect Savings Card, but I have already paid my co-pay. Can I get a rebate?

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

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

NOTE: The ViiVConnect Savings Card 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 (i.e., Medicare or Medicaid).

Patient Assistance Program (PAP) FAQs

What is PAP?

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

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

ViiVConnect programs do not constitute health insurance.

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. To be eligible for PAP, you MUST:

  • 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
  • Not be eligible for Medicaid or Puerto Rico's Government Health Plan, Mi Salud

And either:

  • 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

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) Monday – Friday, 8 AM – 8 PM (ET to speak with a dedicated Access Coordinator). 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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. When you contact ViiVConnect, we will complete an online validation of your income using your name, address, and date of birth. If online verification cannot be completed, then we will ask you to provide documentation.

If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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, call 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 and the timeline to let you know if you are approved.

If you need more information about PAP or eligibility requirements, please go to PAP or call ViiVConnect at 1-844-588-3288 (toll free) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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; or a social worker, caseworker or member of the clergy as designated by you.

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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 if you are already registered.
  • Apply for same-day access to ViiV Healthcare medicine(s) by phone (not available for Medicare Part D patients). Medicare Part D patients must enroll by submitting their enrollment form, documentation they have met the $600 deductible, and their Medicare Part D Card.
  • 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 all information provided to the program Access Coordinator or via written application is complete, accurate and truthful.

    NOTE: Patients who do not want to or cannot provide a U.S. residential address and meet all eligibility criteria can be enrolled by a Patient Representative whose office/clinic address will serve in place of Patient Residential Address.

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

*Please note that clergy can also be Patient Representatives, but they will not have access to the ViiVConnect Portal.

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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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 criteria for Medicare Part D patients ends on December 31 each year. Therefore, Medicare Part D patients must re-apply for PAP in each new calendar year, once the out-of-pocket spend requirement is met.

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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. 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) Monday – Friday, 8 AM – 8 PM (ET) to speak with a dedicated Access Coordinator. Multilingual options available.

Need Help?
Dedicated Access Coordinators can explain the features and benefits of ViiVConnect. Learn more about programs for patients who are insured, underinsured, and uninsured.

Talk one-on-one live with a dedicated Access Coordinator

phone

1-844-588-3288 (toll free)
Monday - Friday, 8AM - 8PM (ET)
Multilingual options available.