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As part of our ongoing commitment to provide you with information and resources to assist your clients, colleagues, and others who may need help in connection with the current Southern California wildfires, you should find the following helpful.

Premium-Related Matters

If anyone you know has questions or anticipates delays concerning payment of their health insurance premium, they should reach out directly to their carrier’s billing department. Phone numbers are listed in the table below.

Benefit or Treatment Questions

If a client or insured family member has specific questions on accessing their health insurance benefits, ongoing treatment, finding alternative providers, prescription drug refills and transfers, they can reach out to the carrier’s member services phone numbers listed below.

The phone numbers and links shown are based on the most up-to-date information from each of our carrier partners. This is an evolving list that is subject to change as new information is made available.

Aetna

• EAP: Aetna has Resources for Living services available to those affected by the wildfires, regardless of whether they are Aetna members or not. 
  
  Individuals can call 1-833-327-AETNA (1-833-327-2386) for assistance with finding available shelters, accessing government resources, and seeking referrals or help to cope with the emotional impact of the wildfires. Refer to the Aetna Resources for Living brochure and related CVS Health flyer concerning Aetna’s Resource for Life phone lines additional information. 
• Member Services Phone Number: 888-802-3862
• ID Card: ID card can be requested from member services. It can also be requested on the Aetna website or Aetna Health app.
• Access To Care: If you're impacted by this disaster and need care right away, you can seek emergency care anywhere, as needed. 
• Virtual Care: You can  talk with a doctor by phone or video. To get started, log into your Aetna member website or Aetna Health℠ app. You can also find a list of doctors on our website.
• Care Management: Reach out to member services for support. 
• Rx Benefits: You can refill your prescriptions early and get a 30-day supply of medicine — including those that may have been lost, damaged or destroyed during the disaster. If necessary, you can also get your medicine at an out-of-network pharmacy.
  
  For mail-order pharmacy, they will send your prescription wherever you need it. Just call Aetna if your address has changed so your medicine gets to the right place.
  
  Aetna Rx Member Services and Home Delivery: 1-888-RX-AETNA (1-888-792-3862) (TTY: 711)
  
  Aetna Specialty Pharmacy: 1-866-782-ASRX (1-866-782-2779) (TTY: 711)
• Medical Equipment: We can help you get or replace durable medical equipment, like canes or blood sugar meters, regardless of when you last received these items. Call member servcies for support. 
• Vision Benefits - Glass/Contacts: We can also help you get vision care items, like eyeglasses or contact lenses.
  
  Aetna Vision Preferred: 1-866-652-0018 (TTY: 711)
• Billing Concerns: Phone: 800-343-6101, Option 6 
• Updates: Visit Aetna's Crisis Resource Center for Members

Anthem Blue Cross

• EAP: Anthem’s Employee Assistance Program (EAP) offers mental health support and resources to help with legal and financial concerns, dependent-care needs, and other life challenges. Call the 24/7 EAP crisis line at 877-208-8240. 
  
  Crisis support is available if you or someone you know is having suicidal thoughts or behavior, is experiencing emotional distress, or is behaving in a way that could harm others. Call 988 or go to 988lifeline.org to reach the confidential Suicide & Crisis Lifeline. Help is available 24/7.
• Member Services Phone Number: 855-383-7248
• ID Card: ID card can be requested from member services. It can also be requested on the Anthem website or the Sydney App. 
• Access To Care: You can receive care from any doctor or hospital, even if they are not in your plan’s network. We will cover the claims as if they are in your plan’s network.
  
  If your doctor’s office or healthcare facility is closed because of the emergency, or if you are unable to travel there, call us at 833-285-4030. We can help you find another doctor.
• Virtual Care: Anthem is also offering free access to its online health option, LiveHealth Online to anyone living in the impacted area. LiveHealth Online offers video visits with U.S.-based board-certified doctors on a mobile device or computer from anywhere for non-emergency health conditions. The free visit offer will be available through the end of the state of emergency. 
• Care Management: If you’re in a care management program and need to reach them, the contact number is 833-285-4030.
• Rx Benefits: If your Anthem plan covers your prescription medicines, you can receive up to a 30-day emergency refill at any pharmacy now, even if it’s not in your plan’s network. If you use Anthem’s home delivery pharmacy and your address changed, call us at 833-285-4030 so we can make sure to send your medicine to the right place.
• Medical Equipment: We can help you replace your equipment (also called durable medical equipment or DME). Call us at 833-285-4030.
• Vision Benefits - Glass/Contacts: You have more time to request them. There won’t be any late fees. 
  Call 833-285-4030 if you need an extension.
• Billing Concerns: Phone: 855-854-1429, "Billing"
• Updates: Help Anthem Blue Cross Members Impacted by Wildfires

Blue Shield of California

• EAP: For plans with mental health benefits, members can access resources such as counseling through Blue Shield’s mental health service administrator (MHSA). For help, call the hotline at (800) 327-7451 (TTY: 711), 24 hours a day, seven days a week.
• Member Services Phone Number: 888-319-5999
• ID Card: ID card can be requested from member services. It can also be requested on the Blue Shield website or the app.
• Access To Care: Displaced members can see an appropriate out-of-network provider at in-network benefit levels.
• Virtual Care: Members can access various telehealth services, including Teladoc and NurseHelp 24/7℠. Visit blueshieldca.com to review the specific virtual care options available under your plan.
• Care Management: Blue Shield Medical Care Solutions will proactively reach out to members enrolled in care and disease management programs in mandatory evacuation zones to ensure they continue receiving the care they need.
  
  If you are enrolled in a care management program and you need to evacuate, contact Customer Service for help, you can call:
  LA Care: (800) 605-2556 (TTY: 711) from 8 a.m. to 6 p.m., weekdays, to ensure your care isn’t interrupted.
  
  San Diego Promise: (855) 699-5557 (TTY: 711) from 8 a.m. to 6 p.m., weekdays, to ensure your care isn’t interrupted.
• Rx Benefits: If you have pharmacy benefits with Blue Shield of California, in case of mandatory evacuation, Blue Shield will allow the immediate refill of prescription medications for members with prescription drug benefits – even if the medication isn’t due for a refill. Contact your pharmacy (or the retail pharmacy chain) or call us at the number on your Blue Shield member ID card for more information.
• Medical Equipment: Displaced members can see an appropriate out-of-network provider at in-network benefit levels and can replace medical equipment and supplies if needed.
• Vision Benefits - Glass/Contacts:Vision plan members in an affected area can get replacement contacts or frames. If needed, you can use out-of-network providers at in-network costs. For help, call (877) 601-9083 (TTY: 711) Monday through Saturday, 5:00 a.m. to 8:00 p.m. PST and Sunday 8:00 a.m. to 5:00 p.m. PST.
• Billing Concerns: Phone: 800-325-5166, "Billing & Payments"
• Updates: Blue Shield Southern California Fires Updates

CaliforniaChoice

• EAP: Please refer to your specific carrier
• Member Services Phone Number: Please refer to your specific carrier
• ID Card: Please refer to your specific carrier
• Access To Care: Please refer to your specific carrier
• Virtual Care: Please refer to your specific carrier
• Care Management: Please refer to your specific carrier
• Rx Benefits: Please refer to your specific carrier
• Medical Equipment: Please refer to your specific carrier
• Vision Benefits - Glass/Contacts: Please refer to your specific carrier
• Billing Concerns: Please refer to your specific carrier
• Updates: Please refer to your specific carrier

Cigna

• EAP: Cigna is offering Cigna Healthcare and non-Cigna Healthcare customers 24/7 clinical support to help with anxiety, stress, or other issues:
  
  Cigna Healthcare customers: 1 (800) 244-6224 or the number on your ID card
  
  Non-customers: 1 (866) 912-1687
• Member Services Phone Number: 800-244-6224
• ID Card: ID card can be requested from member services. It can also be requested on the Cigna member portal. 
• Access To Care: Cigna Healthcare will temporarily cover medically necessary out-of-network claims as in-network for urgent and emergency care in affected counties and temporarily remove penalties for Failure to Secure Authorization for services that require prior authorization during the federal and state mandated emergency period.
• Virtual Care: For questions, members may call the number on their member ID card or call (800) 244-6224
• Care Management: For questions, members may call the number on their member ID card or call (800) 244-6224
• Rx Benefits: Cigna Pharmacy Management will ensure members continue to have ready access to prescription medications during this potentially difficult time, prescription refill requirements are lifted in Los Angeles and Ventura Counties federal and state mandated emergency period.
• Medical Equipment: For questions, members may call the number on their member ID card or call (800) 244-6224
• Vision Benefits - Glass/Contacts: Through the Cigna Vision serviced by EyeMed Cares program, our Customer Care Center representatives are ready to assist affected members via a dedicated emergency toll-free line 1.866.652.0018 and can offer immediate assistance with temporary adjustable glasses. Our agents can also provide affected members a discount code for use online with our vendor partners Glasses.com and contactsdirect.com that are offering free shipping for glasses and contacts.
  
  For Non-Cigna Vision members: Residents in areas affected by the wildfire who don’t have EyeMed Vision Care or other vision benefits and need financial assistance to obtain eyewear can reach out to OneSight, a non-profit organization we partner with that provides eye care and eyewear solutions for those in need around the globe, for local support information at 1.888.935.4589 or www.onesight.org—look for the Get Help link at the bottom of the web page.
• Billing Concerns: Phone: 800-244-6224
• Updates: Cigna Disaster Resource Center

Health Net

• EAP: Health Net members have access to Health Net Behavioral Health Services for coping support including referrals to mental health counselors, local services and phone consultations. These services support members coping with grief, stress or trauma related to the Palisades Fire and windstorm conditions. Health Net Behavioral Health is available for crisis support 24 hours a day, seven days a week at 1-800-400-8987 (TTY: 711).
• Member Services Phone Number: 800-361-3366
• ID Card: ID card can be requested from member services. It can also be requested on the HealthNet website. 
• Access To Care: Doctors and nurse practitioners can call Health Net at 1-800-641-7761 for help with:
  
  Emergency prescription refill guidelines
  
  Escalating approvals to reduce approval turnaround times
  
  Approval for out-of-network treatments when in-network resources are unavailable
• Virtual Care: If members cannot reach their primary care provider during a declared State of Emergency, Health Net provides access to telehealth services at no cost. To make an appointment, members can refer to their Health Net ID card for more information on accessing telehealth services. Members can also find this information by registering with and logging on to HealthNet.com.
• Care Management: Doctors and nurse practitioners can call Health Net at 1-800-641-7761 for help with:
  
  Emergency prescription refill guidelines
  
  Escalating approvals to reduce approval turnaround times
  
  Approval for out-of-network treatments when in-network resources are unavailable
• Rx Benefits: During the duration of the State of Emergency, members in Los Angeles and Ventura Counties affected by the Palisades Fire and windstorm conditions can obtain an emergency supply of medication from the drug store where they originally filled their prescription.
  
  If a member's drug store is closed, they can call Health Net at 1-800-400-8987 for assistance.
• Medical Equipment: Doctors and nurse practitioners can call Health Net at 1-800-641-7761 for help with:
  
  Emergency prescription refill guidelines
  
  Escalating approvals to reduce approval turnaround times
  
  Approval for out-of-network treatments when in-network resources are unavailable
• Vision Benefits - Glass/Contacts: Doctors and nurse practitioners can call Health Net at 1-800-641-7761 for help with:
  
  Emergency prescription refill guidelines
  
  Escalating approvals to reduce approval turnaround times
  
  Approval for out-of-network treatments when in-network resources are unavailable
• Billing Concerns: Phone: 1-800-828-2525 option 1
• Updates: Health Net Update for Members

Kaiser Permanente

• EAP: For 24/7 crisis intervention and urgent mental health advice, please call 1-800-900-3277 (TTY 711).
• Member Services Phone Number: 800-464-4000
• ID Card: If your Kaiser Permanente ID card has been lost, call our Member Services Contact Center.
• Access To Care: Facility impacts are subject to change during this developing situation, check this page often for updated information. We will contact you if your appointment is affected by these closures. 
• Virtual Care: Video visits and telephone appointments are available for primary care needs. If you have questions about scheduled appointments, you can contact our Appointment and Advice Call Center at 1-833-574-2273.
• Care Management: Call our Member Services Contact Center, open 24 hours a day, 7 days a week (closed holidays). When calling, be sure to let our Member Services representative know you’ve been affected by the wildfires.
• Rx Benefits: For general pharmacy information or to refill a prescription over the phone, please call 1-866-385-2644 (M-F 8am-6pm). If you need an urgent prescription or refill, you can go to any open Kaiser Permanente pharmacy. To search for a pharmacy near you, visit our Facility Directory.
  
  If you would like your nonurgent prescriptions mailed to you, you can order them online on kp.org or call our Southern California Mail Order Pharmacy at 1-866-206-2983. (M-F 8am-6pm). Please note, it may take 3 to 5 days to deliver your prescriptions via mail.
  
  For information about member coverage or how to redirect or replace your prescriptions, or if your Kaiser Permanente ID card has been lost, call our Member Services Contact Center.
• Medical Equipment: Call our Member Services Contact Center, open 24 hours a day, 7 days a week (closed holidays). When calling, be sure to let our Member Services representative know you’ve been affected by the wildfires.
• Vision Benefits - Glass/Contacts: N/A
• Billing Concerns: Phone: 877-876-0873
• Updates: Get care and support during the Southern California wildfires

UnitedHealthcare

• EAP: Optum is offering a free emotional-support help line to affected individuals. The toll-free number, 866-447-3573, is available Monday through Friday, 9 a.m. to 9 p.m. ET. The service is free of charge and open to anyone.

• Member Services Phone Number: 866- 633-2446
• ID Card:  ID card can be requested from member services. You can also access on the UnitedHealthcare app for members.
• Virtual Care: If you need help seeing a health care provider right now, you have options. You can use the UnitedHealthcare mobile app or our website to find a network provider or to schedule a Virtual Visit
• Care Management:  Reach out to member services and tell the representative that you’ve been affected by a disaster for options.
• Rx Benefits:  Reach out to member services and tell the representative that you’ve been affected by a disaster for options.
• Medical Equipment:  Reach out to member services and tell the representative that you’ve been affected by a disaster for options.
• Vision Benefits - Glass/Contacts:  Reach out to member services and tell the representative that you’ve been affected by a disaster for options.
• Billing Concerns: Phone: 800-591-9911, Option 2, Option 2,  Option 1
• Updates: Disaster Relief Resources