--- title: "Billing and insurance questions at Sutter Health" description: "Get answers to questions about billing and insurance, cost estimates, payments and online statements within My Health Online." url: "https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions" --- 1. [Home](https://www.sutterhealth.org/) / 2. [Patient resources](https://www.sutterhealth.org/patient-resources) / 3. [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) / 4. [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) / 5. Billing and insurance FAQs # Billing and Insurance Questions  **Section menu** - [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center") - [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs") - [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs") - [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs") - [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs") - [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs") - [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs") - [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center") - [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs") - [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs") - [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs") - [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs") - [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs") - [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs") ## Cost estimates **What services are covered in the cost estimator tool?**  More than 200 outpatient services are included in the tool. Hospital services are not offered through the online cost estimator. Please call [855-398-1639]() for hospital service estimates. **Can I pay the estimated out-of-pocket amount before a scheduled visit?** Not at this time. You can pay at the time of service or through My Health Online after your visit. **Is the amount of the estimate exactly what I'll be charged for the service?** This tool provides the most accurate estimate possible but other factors may affect the final billing statement. Insurance eligibility, additional services performed at a visit or a change in your deductible may change the cost of the service. A final statement will be provided after the service is performed. **Why do estimates sometimes not show my benefits?** Occasionally, benefits aren't available from insurance plans. If your benefit information isn't available when you request an estimate, you can manually enter your information. **Why are there different prices for the same service depending on where I go in the Sutter system?** Because Sutter extends across California, care centers can have different operating expenses. This means costs for visits and procedures can fluctuate from location to location. **Where can I access the cost estimator tool?** Go to [Cost Estimates](https://myhealthonline.sutterhealth.org/mho/Estimates/) on the website or **Estimates** in the mobile app to start a new estimate or see saved estimates. ## Insurance **What information do I need to provide when I get new insurance card?** To update your insurance information, visit the [Insurance summary](https://myhealthonline.sutterhealth.org/mho/Insurance/Coverages) page, choose **Add a coverage**, and follow the prompts. Be sure to bring your card to your next visit in case more information is needed. **My current policy expired. What information do I need to provide?** You can submit an insurance update request through My Health Online. Visit the [Insurance summary](https://myhealthonline.sutterhealth.org/mho/Insurance/Coverages) page, click the **remove** button next to the expired insurance, then follow the prompts to add new information. ## Payments and online statements **What happens if I pay my copay and then my visit is canceled?**  When you schedule an appointment, you can authorize a future copay if your clinician offers online payments. Your credit card won't be charged until you check in for your appointment. If you cancel your appointment, your credit card won't be charged. If the clinic or provider cancels the appointment, you won’t be charged. **Why can't I pay my copay online?** Not all clinical practices offer online copay payment. **How are payment refunds processed?** In most cases, outstanding account balances will be applied to your account. If your account doesn't have an outstanding balance at the time of the refund, a refund will be issued back to the original credit card or by check. **Can I view billing statements or pay bills online for someone whose care I manage through proxy access?**  Yes, if you’re a guarantor on a patient’s account, you can view their billing statements and make payments on their behalf. Please note that billing detail is limited when viewing patients between 12-17 years of age, per state law. **I received a paper statement in the mail and my online payment is not reflected in my balance. Why is this?** It can take a week or more to generate, print and mail a paper statement. Your online payment may have processed during that time. If you have questions or would like to confirm that your online payment was applied correctly, please [contact us](https://www.sutterhealth.org/patient-resources/my-health-online?sc_site=SutterHealth&sc_lang=en). **What payment methods can I use to make an online payment?** You can make an online payment using your Visa, MasterCard, Discover or American Express credit card. You can pay on [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online?sc_site=SutterHealth&sc_lang=en) or through [Guest Pay](https://myhealthonline.sutterhealth.org/mho/billing/guestpay/payasguest). If you have questions about payment assistance, learn more about [Financial assistance](https://www.sutterhealth.org/billing-insurance/financial-assistance?sc_site=SutterHealth&sc_lang=en) resources at Sutter. **I’m not able to pay my full balance. Can I set up a payment plan?** In most cases, you can set up a Payment Plan through [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online). To get started, open the **View / Pay / Print Bill** function from the menu. There you will see your accounts / balances listed. If you have a qualifying balance, you can click the **Set up payment plan** button to start setting up a payment plan. The following screens will allow you to select a payment amount, method and date to cover your balance. Paperless billing  My Health Online (MHO) users will be auto-enrolled in paperless e-statements. **What does transitioning to paperless e-statements mean?** For My Health Online (MHO) users who are responsible for paying the balance of an account will begin receiving paperless billing statements after December 8. This means billing statements will be sent via MHO and no longer via mail. If you prefer paper statements,  [sign in to MHO](https://www.sutterhealth.org/patient-resources/my-health-online) and select to receive paper billing. **What if I want to continue receiving paper statements? Can I return to paper statements if I don’t like paperless?** You can easily return to paper statements at any time. To opt out of paperless e-statements:  1. Go to the MHO mobile app or [website](https://myhealthonline.sutterhealth.org/mho/Authentication/Login). 2. Select View and Pay Bill, click on Paperless Preferences. 3. Under Paperless billing, flip the switch off (it will turn gray). 4. Confirm your choice by clicking Save changes. **What happens if I don’t realize that I have a statement ready in MHO and I miss the due date?** At 60 days past due, Sutter Health has procedures in place to actively reach out via phone or mail for accounts with outstanding balances. Several attempts will be made to ensure that you've seen the bill. **I have both hospital and doctor bills. Will both be transitioned to paperless e-statements?** Yes, both hospital and doctor bills will now be paperless. You’ll still receive bills via mail from locations that don’t have paperless billing, but many of these facilities will transition over time. **Who can I contact for help to opt out of paperless billing?** Sutter Health billing representatives are here to help. Call 800-4SUTTER, Monday – Friday, 7:00 am – 5:00 pm, or [chat with a member of our team](https://www.sutterhealth.org/billing-insurance). **If I’m responsible for paying billings on my children’s or parents’ accounts, will they receive e-statements or will they come to me?** If your child is under 18 and you’re responsible for their account, you’ll receive their statements and notifications. Anyone over 18 will be sent statements directly unless you’re considered the guarantor (the person designated as responsible paying the account’s bills) or are the power of attorney for those accounts. **Will all my accounts be paperless?**   Some accounts may not be eligible for paperless billing. An indicator will display on your Billing Account Summary next to accounts that are paperless. We're here to help ### Visit our help center Find answers to frequently asked questions. [View help center faqs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) ### Chat with us Get help with technical support questions. Available weekdays, 7:00 am – 7:00 pm. ### Call us Call 800-4SUTTER. Available weekdays, 7:00 am – 7:00 pm. [800-4SUTTER](tel:+18004788837) Epic Copyright  _MyChart® licensed from Epic Systems Corporation, © 1999 - 2024._ _Protected by U.S. patents. For details, visit_ [_www.epic.com/patents_](http://www.epic.com/patents)_._ _MyChart®, Epic®, Powered by Epic™ and the MyChart logo are trademarks of Epic Systems Corporation._ ```json {"@context":"https://schema.org","@type":"MedicalOrganization","name":"Sutter Health","@id":"https://www.sutterhealth.org/#medicalorganization","url":"https://www.sutterhealth.org","logo":"https://www.sutterhealth.org/static/images/sutter-health-logo.svg","address":{"@type":"PostalAddress","streetAddress":"2200 River Plaza Drive","addressLocality":"Sacramento","addressRegion":"CA","postalCode":"95833","addressCountry":"US"},"areaServed":{"@type":"AdministrativeArea","name":"California"},"sameAs":["https://www.facebook.com/SutterHealth","https://www.instagram.com/sutterhealth/","https://x.com/SutterHealth","https://www.youtube.com/sutterhealth","https://www.linkedin.com/company/sutter-health","https://en.wikipedia.org/wiki/Sutter_Health"]} ``` ```json {"@context":"https://schema.org","@type":"WebPage","name":"Billing and insurance questions at Sutter Health","description":"Get answers to questions about billing and insurance, cost estimates, payments and online statements within My Health Online.","url":"https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions","breadcrumb":{"@id":"https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions#breadcrumblist"}} ``` ```json {"@context":"https://schema.org","@type":"BreadcrumbList","@id":"https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions#breadcrumblist","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://www.sutterhealth.org/"},{"@type":"ListItem","position":2,"name":"Patient resources","item":"https://www.sutterhealth.org/patient-resources"},{"@type":"ListItem","position":3,"name":"My Health Online","item":"https://www.sutterhealth.org/patient-resources/my-health-online"},{"@type":"ListItem","position":4,"name":"Help center","item":"https://www.sutterhealth.org/patient-resources/my-health-online/help-center"},{"@type":"ListItem","position":5,"name":"Billing and insurance FAQs"}]} ```