Getting Started

Get Your Questions Answered About 2024 Benefits

Medical and Rx Direct Link

Are the medical plan options changing for 2024?

We will continue to offer three medical plan options (HSA Base, HSA Plus and Traditional) with the following plan design changes:

  • - The HSA Plus Plan deductible is increasing to $1,600 for employee only coverage and $3,200 for Employee + Dependents.
  • - Under the Traditional Plan, copays will increase for Primary Care Physician, Specialist and Urgent Care visits.

Will I receive a new 2024 Aetna medical ID card?

You will receive a new Aetna medical ID card for 2024 if you enroll in different coverage than you have today, or if you enroll in the HSA Plus (deductible change) or Traditional (copay changes).

How can I view the details of what’s covered under our medical plans?

Take a look at the 2024 Benefits Quick Guide for an overview. Review the medical plan Summary Plan Descriptions for details on specific procedures and categories.

Where can I get help finding the right medical plan for me and my family?

Watch our ‘Choosing a Medical Plan’ video to learn more about what each of our medical plans cover, how the plans work, and how to consider your annual spend when choosing a plan. If you still want to talk it through, contact our Your Connection team at or 713-570-5200.

How can I find a quality provider who is in-network with Aetna?

Included Health can help you and your family find the highest quality, in-network physicians in your local area. Get started at or call your Included Health personal care team 24/7 at (844) 825-1689 for assistance.

Can I access my medical ID card online?

Yes, your ID card is available online at or online at

Will my Aetna ID card work at the pharmacy?

Yes, show your Aetna medical ID card at the pharmacy. The pharmacy information through Express Scripts is included on the ID card.

Where can I price a prescription or find an in-network pharmacy?

Please visit to price your prescription or to find an in-network pharmacy.

What is the Smart90 maintenance medication delivery program?

Through this program, you will be required to fill your maintenance prescription drugs at a 90-day supply through Express Scripts Home Delivery, CVS or Walgreens. This is a required program. Otherwise, you will pay the full cost of the prescription drug

Carrum Direct Link

When can I begin using Carrum?

If you are enrolled in a Crown Castle medical plan for 2024, you and your enrolled dependents (18+) will have access to Carrum services beginning January 1, 2024. If you would like to be reached out to by Carrum once we are live, you are able to pre-register on the website at at any time.

How will I know if my procedure or condition qualifies for Carrum’s services?

Carrum provides an intake assessment at no cost to you. They will work with you to determine if the Carrum program is right for you and provide alternative solutions if not.

Am I required to use Carrum for my surgery?

No. Using Carrum is completely voluntary – you are still able to access an in-network provider through Aetna’s broad network, Open Access Aetna Select, if you prefer.

How does cost of care work if I choose to go through a Carrum provider?

If you choose to use Carrum, your cost share after the IRS minimum deductible is met (Base or Plus plan) or the individual deductible is met (Traditional plan) will be waived, so there could be significant cost savings for you by using Carrum. Visit the Carrum page to see a cost example.

What if I have already met the IRS minimum deductible (Base and Plus plan) or individual deductible (Traditional plan) for the year?

If you have already met your deductible for the year, then all cost share associated with your Carrum surgery will be covered at 100% by Crown Castle.

What do I do if I am in the process of scheduling my surgery now with a non-Carrum provider?

Always work with your doctor to discuss what is right for your situation. Depending on where you are in the process, you may be able engage with Carrum and switch to a Carrum provider if you choose to do so.

Sword & Bloom Direct Link

When can I begin using Sword/Bloom?

If you are enrolled in a Crown Castle medical plan for 2024, you and your enrolled dependents (13+ for Sword and 18+ for Bloom) will have access to services beginning January 1, 2024.

How much does the program cost me?

Sword and Bloom are both covered at no cost to you as a part of the Crown Castle health plan.

Will I be working with an actual physical therapist?

Yes, if you are enrolled into the Sword and/or Bloom program, you will be working with a licensed Doctor of Physical Therapy as well as a health coach to keep you on track throughout your journey. This is all virtual, there is no in-person component to the program.

What is the time commitment?

For best results, it is recommended to complete 3-5 virtual physical therapy sessions per week on average. The Bloom program is based on 3 sessions a week. Both programs will be tailored based on your individual needs and will last as long as needed based on individual needs.

How does the Sword program work?

Digital Physical Therapy (DPT) pairs a licensed human physical therapist with Sword’s AI Digital Therapist. Once you enroll, you are assigned a Doctor of Physical Therapy who will work with you to prevent and treat pain, help with recovery, and more. The Digital Therapist is accessible via the tablet that will be mailed to you. Our Digital Therapist uses motion sensor technology and artificial intelligence to guide exercises to completion and collects real-time feedback so your PT can adjust your next session accordingly.

How does the Bloom program work?

Programs are designed by our Pelvic Health Specialists, all of whom have Doctor of Physical Therapy degrees. Programs are customized based on your pelvic symptoms. In general, programs are based on 3 sessions a week. Based on your needs, the program may be adjusted by your Pelvic Health Specialist.

Supplemental Health – General Direct Link

Who can be covered under the plan?

Coverage is available for you, your spouse/domestic partner and your eligible children under the age of 26. Qualified handicapped dependent children may be covered beyond the age of 26.

Who submits a claim?

The member is responsible for submitting claims to Aetna Supplemental Health for processing.

How do members submit claims?

Members can log into the My Aetna Supplemental app or the member portal at to submit claims. If you have Aetna medical coverage, the claim system will match your supplemental claim to your medical claim to retrieve the necessary medical information. If you do not have Aetna medical, you will be asked to upload your documents directly to the member portal when you submit your claim. Paper Claim forms are also available online within the member portal and can be mailed or faxed to Aetna Supplemental Plans.

If I leave the company, can I keep my coverage? What is the cost?

Yes. Under the Portability Provision, coverage may be continued for terminated employees, spouses/domestic partners and dependent child(ren) (up to age 26 years), as long as premiums are paid in full. Rates will not change at time of portability and premiums will be collected on a direct billed basis. If you are interested in porting your coverage, please contact Aetna Member Services at 1-800-607-3366 (TTY:711). You must apply for portability within 30 days of becoming ineligible for coverage under their plan.

Is the benefit(s) taxed?

No. Because your premiums are paid on an after-tax basis, the benefit amounts are not considered taxable upon payout.

Supplemental Health – Accident Plan Direct Link

How does the accident plan work?

Aetna’s® Accident plan provides cash payments directly to the member to help cover out-of-pocket costs, such as deductibles or coinsurance, day care, utility bills or whatever else they need as a result of a covered accident.

How does the plan define accident?

A sudden, unexpected event, which occurs on or after the effective date of coverage for the covered person and while this certificate is in force, that is the direct cause of an accidental injury to a covered person.

How does the plan define accidental injury?

An injury to a covered person that is directly caused by an accident and is the direct cause of an injury or loss sustained on or after the covered person’s effective date of coverage and while this certificate is in force, which is independent of sickness and not excluded under the policy.

Does the plan cover accidents that occur on the job?

Yes. This plan provides 24-hour coverage for both on and off the job injuries.

Is there a lifetime maximum for benefits under the accident plan?

There is no lifetime maximum payout. However, there are certain benefits that pay once per accident; and/or impose a plan year maximum. See the Certificate of Coverage for complete details.

Supplemental Health – Critical Illness Plan Direct Link

How does the Critical Illness plan work?

Aetna’s® Critical Illness plan provides cash benefits to help cover out-of-pocket costs that come with a covered critical illness such as heart attack, stroke or major organ failure.

Do I have to answer medical questions to obtain coverage?

No. The Critical Illness plan is guarantee issue; therefore, we do not ask medical questions. However, diagnosis of a critical illness must occur on or after the effective date of coverage to be eligible for benefits.

Does this plan cover subsequent Critical Illness diagnosis?

Yes. Subsequent diagnosis of a different covered Critical Illness is included. Note, the plan will only pay one diagnosis per day. If more than one covered diagnosis occurs on the same day, the plan will pay the highest benefit available.

Does this plan include coverage for recurrent Critical Illness diagnosis?

Yes. If a member person has been initially diagnosed with and received a benefit for a critical illness and then is diagnosed with the same critical illness again at least 30 days later, we will pay the stated benefit as shown in your Certificate of Coverage. No benefit is paid if the recurrence occurs less than 30 days after the initial diagnosis.

Is there a lifetime maximum for benefits under the Critical Illness plan?

There is no lifetime maximum payout. However, there are certain conditions that can only be diagnosed one time. See the Certificate of Coverage for complete details.

If I have a cancer diagnosis or am currently going through treatment, can I still enroll in the critical illness plan? Would the plan pay for a current cancer diagnosis or a prior cancer diagnosis? If so, is there a waiting period I have to meet first before a claim will be paid?

The date of diagnosis determines whether a claim would be paid for the critical illness plan but the plans are guaranteed issue, regardless of health status. You can apply and will be accepted into the plan, even if you are already diagnosed and undergoing treatment. However, the plan will not pay a benefit retroactively for your existing diagnosis since it occurred before the effective date of coverage. If you are an enrolled member and are diagnosed again with the same type of cancer (recurrence), it will be regarded as a first-occurrence diagnosis if:

  • - The diagnosis occurs on or after your effective date of coverage and
  • - you are considered cured and treatment free for at least 90 days. Maintenance medication or follow-up visits are permissible during the 90-day period.

Supplemental Health – Hospital Indemnity Plan Direct Link

How does the Hospital Indemnity plan work?

Aetna’s® Hospital Indemnity plan provides fixed payments directly to members when they have a covered inpatient hospital stay.

How does the plan define a hospital stay?

A stay is a period during which you are confined as an inpatient in a:

  • - Hospital
  • - Substance Abuse Facility
  • - Mental Disorder Treatment Facility
  • - Rehabilitation Unit

Are there benefits paid for having a baby?

Yes. Your plan includes a Newborn Routine Care benefit that pays a lump sum benefit for the birth of your newborn if you deliver while you are inpatient in a hospital.

Will the plan pay for my inpatient stay if I was admitted before my coverage began, but my stay ended after my coverage began?

No, we will not pay for hospital stays that began prior to the effective date of the plan.

If I’m in the Observation Unit for several days, which benefit will I receive, the Observation Unit or Admission benefit?

The Observation unit benefit pays for the initial day of observation you have in an observation unit as the result of an illness or accidental injury.

If your period of observation leads to a hospital stay admission, then:

  • - The observation unit benefit amount will not be paid
  • - The applicable “Hospital Stay – Admission” and “Hospital Stay – Daily” benefit amounts are payable.
  • - We consider Observation unit stays over a 24-hour period as an inpatient stay.

This benefit will not be paid to you for pre-operative and post-operative care.

Is there a lifetime maximum for benefits under the Hospital Indemnity plan?

There is no lifetime maximum payout. However, there are certain benefits that pay once per hospital stay and/or impose a play year maximum. See the Certificate of Coverage for complete details.

If I am already pregnant and sign up for the hospital indemnity plan, can I receive benefits when I deliver my baby?

The plan does not have pre-existing condition exclusions. You can enroll in the plan and as long as the baby is delivered in the hospital after your coverage effective date, the plan will pay benefits.

Health Savings Account (HSA) Direct Link

How much does Crown Castle contribute to the HSA?

If you are enrolled in the HSA Base plan, you’ll receive $1,000 for employee only coverage or $2,000 for employee plus dependent coverage. If you are on the HSA Plus plan, you’ll receive $750 for employee only coverage or $1,500 for employee plus dependent coverage. Note, the Crown Castle HSA contribution is prorated for new hires and qualified life events after January 1st.

How do I use my HSA?

You can spend funds using the HSA debit card provided by Optum Bank or you can submit for reimbursement. Your HSA funds roll over year to year, so many people choose to save for larger medical expenses in the future.

When will I get the employer HSA contribution?

Crown Castle deposits the annual HSA contribution into your Optum Bank HSA account within a few days after your first paycheck of the year.

Where can I view my HSA balance?

You can view your HSA balance on the Aetna site at or directly though Optum Bank at

Can I change how much I’m contributing to my HSA throughout the year?

Yes, you can make changes to your contribution amount at any time throughout the year. To make an update, navigate to the Total Rewards tab on Connect then select Benefits. From there, click to enroll, view or change your benefits, including changing your HSA contribution.

How can I invest my HSA dollars?

Investing your HSA dollars has many potential tax benefits and can be an additional way to save for long-term health care needs and financial goals. HSAs are triple tax advantaged, making them an effective savings and investment account. Not only are HSA contributions tax-advantaged, but all interest earnings and investment growth is also income tax-free.

Once your HSA reaches a balance of $2,000, you may choose to invest a portion of your HSA dollars. Visit to get started.

Flexible Spending Accounts (FSAs) Direct Link

Who is eligible to participate in the Healthcare FSA?

The Healthcare FSA is available for Traditional Plan participants only. In order to participate in the Healthcare FSA, you must also be enrolled in medical coverage under the Traditional Plan.

What is the deadline to incur expenses under my FSA?

For both the Healthcare and Dependent Care FSA, you have until December 31st to incur expenses as an active teammate. Any funds remaining after the end of the plan year are forfeited as the FSA is a ‘lose it or use it’ account. For more information on how each FSA works for terminated teammates, please view here.

How can I file a claim for FSA reimbursement?

Watch this helpful video to see what the claims reimbursement process looks like with Optum Bank.

Last year, I was enrolled in the Traditional Plan and had a Healthcare FSA, and in 2024 I’m enrolling in the HSA Base or HSA Plus Plan. What will happen to my leftover funds in my FSA and when can I begin using my new HSA funds?

You have until March 31, 2024 to submit for reimbursement of expenses incurred in 2023 through your FSA. However, you can begin contributing and using your HSA Funds January 1, 2024 for medical expenses incurred in 2024.