Update on Collection of Copays

At Cleveland Clinic, our first responsibility is to care for our patients, their health and the well-being of the communities we serve. To bring our mission to those who are in need, we also care for our organization.

Our process update to collecting insurance copays is not intended to disrupt patient care. Commercially insured or Medicare Advantage patients unable to pay their copay can set up a 0% interest payment plan to ensure continuity of care. 

Over the past decade, we have observed the growth in out-of-pocket costs for patients through their insurance plans. Copays are a standard part of most plans — a fixed amount determined by insurers, not by healthcare providers, which is to be paid up front before services are provided. In 2024, more than half of copays were not paid when Cleveland Clinic provided services. 

We continue to fulfill our obligations to patients who are covered by Medicaid and traditional Medicare. Separate from those plans, we are required to collect copays. Doing so maintains our ability to provide the highest quality care to every patient who needs our services and invest in the communities we serve. 

What’s new

Starting June 1, 2025, Cleveland Clinic will require copays for nonemergency outpatient services at the time of service. If unable to make the copay, patients can set up a 0% interest payment plan.

Nonemergency outpatient services include:

• Scheduled office visits (primary care and specialists).
• Therapy services (physical therapy, occupational therapy, speech, etc.).
• Outpatient diagnostic testing (imaging, scheduled labs, etc.).
• Outpatient procedural visits and in-office procedures.

This new copay collection process does not apply to patients with Medicaid or traditional Medicare, emergency department visits, urgent/express care visits, surgeries, cancer treatments, and inpatient hospital stays. Copays for these services are still expected, but not required, at the time care is provided.

Patients who do not have the means to pay for services provided at our facilities may request financial assistance. Learn more.

Our investment in the community

We understand that navigating the financial aspects of healthcare can be confusing or stressful. In 2023, Cleveland Clinic helped more than 100,000 patients who could not afford care by providing $261.3 million in financial assistance. 

As a trusted community partner, we have invested millions of dollars based on community needs to make neighborhoods safer and healthier: 

• $52.5 million to remove lead hazards from Cleveland homes and daycare sites.
• $10.4 million to fight childhood hunger and feed vulnerable patients.
• $10 million to support the construction of affordable housing.
• $2.5 million to expand the Hitchcock Center for Women, helping mothers access safe housing and addiction recovery.

We thank our patients and caregivers for working with us to ensure Cleveland Clinic remains a place of hope, compassion and access for generations to come.