Important Carrier Information for Your Clients Impacted by Hurricanes Harvey, Irma or Maria.
Hurricanes Harvey, Irma and Maria
Mutual of Omaha recognizes the severe hardships faced by those impacted by Hurricane Harvey or Hurricane Irma, and we’re here to help.
We have taken steps to provide some relief to our customers living in the FEMA designated disaster areas. Our customer service representatives stand ready to help you with questions about your policies and claims.
We have extended the premium grace period on your Mutual of Omaha policies, including life, disability, long-term care and Medicare Supplement policies.
If you need claim payments sent to an alternate address or additional claims assistance, please refer to the specific contact numbers for Individual, Group and Special Risk coverage.
We’re also able to answer questions regarding:
Mutual of Omaha is Helping Relief Efforts
Mutual of Omaha is committed to lending a helping hand to those impacted by recent hurricanes. Mutual of Omaha has contributed $100,000 to American Red Cross relief funds.
Mutual of Omaha recognizes the severe hardships faced by those impacted by Hurricane Harvey or Hurricane Irma, and we’re here to help.
We have taken steps to provide some relief to our customers living in the FEMA designated disaster areas. Our customer service representatives stand ready to help you with questions about your policies and claims.
We have extended the premium grace period on your Mutual of Omaha policies, including life, disability, long-term care and Medicare Supplement policies.
If you need claim payments sent to an alternate address or additional claims assistance, please refer to the specific contact numbers for Individual, Group and Special Risk coverage.
- For Individual Health or Life coverage (premium or claims inquiries): 1-800-775-6000
- For Annuities: 1-800-646-7592
- For Group (employer-provided) coverage:
- Claims: 1-800-877-5176
- Service: 1-800-369-3809
- For Special Risk coverage: 1-800-524-2324
We’re also able to answer questions regarding:
- Receiving your regular payments from Mutual of Omaha
- Making special payment arrangements
- Changing your address
- Accessing Employee Assistance Program services
- Requesting other assistance with your policies or claims
Mutual of Omaha is Helping Relief Efforts
Mutual of Omaha is committed to lending a helping hand to those impacted by recent hurricanes. Mutual of Omaha has contributed $100,000 to American Red Cross relief funds.
Mutual of Omaha is in the process of identifying the customers affected by Hurricane Harvey, and a note will be added to the customer accounts. The grace period will be extended by 30 days on affected policies as well as a special message being added on eService. For plans providing prescription benefits, the state is requesting us to authorize payments to pharmacies for up to a 90 day supply. We need to exercise leniency in dealing with our customers that have been affected and allow exceptions to contract requirements when our customers are displaced from their homes. Please keep this in mind when working with our customers.
Effective immediately, a temporary suspension is in effect on lapses, terminations, cancellations and other time-sensitive provision requirements of the insurance policies or annuity contracts for insured customers residing in a county declared a federal or state disaster area in Texas.
The temporary suspension applies from August 25, 2017 and runs through October 31, 2017.
Please see Inforce Bulletin 17-143 for additional details.
Thank you for all you are doing to stay in touch with our affected policyowners during this incredibly difficult time. Please make sure they are aware of this action by the company.
For the latest updates and resources, please visit our Hurricane Harvey, Irma & Maria Resources page. Updates are also posted on the home page of eStation.
The temporary suspension applies from August 25, 2017 and runs through October 31, 2017.
Please see Inforce Bulletin 17-143 for additional details.
Thank you for all you are doing to stay in touch with our affected policyowners during this incredibly difficult time. Please make sure they are aware of this action by the company.
For the latest updates and resources, please visit our Hurricane Harvey, Irma & Maria Resources page. Updates are also posted on the home page of eStation.
Hurricane Harvey
HOUSTON, 28 August, 2017 - Cigna (NYSE: CI) and the Cigna Foundation are taking a number of steps to help people in South and Central Texas who are affected by Hurricane Harvey.
The company is expanding access to its 24x7 telephone help line to provide personal assistance and support for all residents in affected areas. Phone lines are staffed with qualified clinicians who are available to speak with people about how to cope with loss, anxiety, stress or other issues resulting from the hurricane.
In addition, Cigna and Cigna-HealthSpring have lifted prescription refill restrictions (“too soon to refill”) for customers in counties throughout South and Central Texas, and have also waived prior authorization requirements for acute medical care and behavioral health services in affected areas. (These areas may expand based on the path of the storm.)
To aid in the recovery efforts, the Cigna Foundation is making a $200,000 donation to the American Red Cross and the company is also activating an internal website that will enable Cigna employees to request matching funds for their donations to the Red Cross.
“We are all saddened by the loss and devastation from Hurricane Harvey and the disruption it has caused in people’s lives,” said David Figliuzzi, executive director of the Cigna Foundation. “Our hearts go out to everyone in South and Central Texas affected by the hurricane and hope that this donation will help them with their recovery. We also encourage anyone affected by the hurricane to use Cigna's 24x7 telephone help line if they need support and assistance during this stressful and difficult time.”
People who do not have health benefits or employee assistance program benefits with Cigna can call a special toll-free number - 866.912.1687 - 24 hours a day through October 15.
Customers who have health benefits or employee assistance program benefits with Cigna should call the telephone number on their Cigna I.D. card or 800.244.6224.
Cigna also offers helpful online resources for physical, mental and emotional self-care during turbulent times, including hurricanes and floods . Resources are available on CignaBehavioral.com in the Disaster Resource Center, in English and Español.
- Free 24x7 telephone help line opened to support all affected Texas residents through Oct. 15
- Prescription refill restrictions lifted in South and Central Texas counties
- Prior authorization requirements waived for acute medical care and behavioral health services in affected areas
- Cigna Foundation makes grant to American Red Cross, employee contributions will be matched
HOUSTON, 28 August, 2017 - Cigna (NYSE: CI) and the Cigna Foundation are taking a number of steps to help people in South and Central Texas who are affected by Hurricane Harvey.
The company is expanding access to its 24x7 telephone help line to provide personal assistance and support for all residents in affected areas. Phone lines are staffed with qualified clinicians who are available to speak with people about how to cope with loss, anxiety, stress or other issues resulting from the hurricane.
In addition, Cigna and Cigna-HealthSpring have lifted prescription refill restrictions (“too soon to refill”) for customers in counties throughout South and Central Texas, and have also waived prior authorization requirements for acute medical care and behavioral health services in affected areas. (These areas may expand based on the path of the storm.)
To aid in the recovery efforts, the Cigna Foundation is making a $200,000 donation to the American Red Cross and the company is also activating an internal website that will enable Cigna employees to request matching funds for their donations to the Red Cross.
“We are all saddened by the loss and devastation from Hurricane Harvey and the disruption it has caused in people’s lives,” said David Figliuzzi, executive director of the Cigna Foundation. “Our hearts go out to everyone in South and Central Texas affected by the hurricane and hope that this donation will help them with their recovery. We also encourage anyone affected by the hurricane to use Cigna's 24x7 telephone help line if they need support and assistance during this stressful and difficult time.”
People who do not have health benefits or employee assistance program benefits with Cigna can call a special toll-free number - 866.912.1687 - 24 hours a day through October 15.
Customers who have health benefits or employee assistance program benefits with Cigna should call the telephone number on their Cigna I.D. card or 800.244.6224.
Cigna also offers helpful online resources for physical, mental and emotional self-care during turbulent times, including hurricanes and floods . Resources are available on CignaBehavioral.com in the Disaster Resource Center, in English and Español.
Hurricane Irma
MIAMI, 08 September, 2017 - Cigna (NYSE: CI) is taking a number of steps to help people in Florida who are affected by Hurricane Irma.
The company has expanded access to its 24x7 telephone help line to provide personal assistance and support for all Florida residents. Phone lines are staffed with qualified clinicians who are available to speak with people about how to cope with loss, anxiety, stress or other issues resulting from the hurricane.
In addition, for Florida customers, Cigna and Cigna-HealthSpring have lifted prescription refill restrictions (“too soon to refill”) and is encouraging customers to use the retail pharmacy that is most convenient for them even if their benefit plan requires the use of Cigna's mail order pharmacy. Cigna is also contacting affected customers who use Cigna's Specialty Pharmacy services to help them make alternate arrangements.
Cigna and Cigna-HealthSpring have also waived prior authorization requirements for acute medical care and behavioral health services for Florida customers, and will authorize non-emergency out-of-network services at an in-network level when in-network services are not available because of disruption caused by the hurricane.
For group disability insurance customers, Cigna will extend, as necessary, any claim filing deadlines for providers, insureds, certificate holders or enrollees.
The company will also forgive Florida customers’ late payment of premiums in September.
“Once again we are witnessing a horrific natural disaster that is taking a terrible toll and disrupting millions of lives,” said Scott Evelyn, president of Cigna's South Florida market. “We’re focused on the well-being of our customers and want to make it as easy as possible for them to access the care and medicines they need during this stressful and difficult time. We also encourage anyone affected by Hurricane Irma to use Cigna's 24x7 telephone help line if they need emotional or other support and assistance.”
People who do not have health benefits or employee assistance program benefits with Cigna can call the help line using a special toll-free number - 866.912.1687 - 24 hours a day through October 15.
Customers who have health benefits or employee assistance program benefits with Cigna should call the help line using the telephone number on their Cigna I.D. card or 800.244.6224.
- Free 24x7 telephone help line opened to support all affected Florida residents through Oct. 15
- Prescription refill restrictions and mail-order requirement lifted throughout state
- Prior authorization requirements waived for acute medical care and behavioral health services for Florida customers
- Non-emergency out-of-network services authorized at an in-network level when in-network services are not available because of disruption caused by the hurricane
- For Cigna disability customers, claim filing deadlines extended as necessary
- Late payment of premiums forgiven for Florida customers in September
MIAMI, 08 September, 2017 - Cigna (NYSE: CI) is taking a number of steps to help people in Florida who are affected by Hurricane Irma.
The company has expanded access to its 24x7 telephone help line to provide personal assistance and support for all Florida residents. Phone lines are staffed with qualified clinicians who are available to speak with people about how to cope with loss, anxiety, stress or other issues resulting from the hurricane.
In addition, for Florida customers, Cigna and Cigna-HealthSpring have lifted prescription refill restrictions (“too soon to refill”) and is encouraging customers to use the retail pharmacy that is most convenient for them even if their benefit plan requires the use of Cigna's mail order pharmacy. Cigna is also contacting affected customers who use Cigna's Specialty Pharmacy services to help them make alternate arrangements.
Cigna and Cigna-HealthSpring have also waived prior authorization requirements for acute medical care and behavioral health services for Florida customers, and will authorize non-emergency out-of-network services at an in-network level when in-network services are not available because of disruption caused by the hurricane.
For group disability insurance customers, Cigna will extend, as necessary, any claim filing deadlines for providers, insureds, certificate holders or enrollees.
The company will also forgive Florida customers’ late payment of premiums in September.
“Once again we are witnessing a horrific natural disaster that is taking a terrible toll and disrupting millions of lives,” said Scott Evelyn, president of Cigna's South Florida market. “We’re focused on the well-being of our customers and want to make it as easy as possible for them to access the care and medicines they need during this stressful and difficult time. We also encourage anyone affected by Hurricane Irma to use Cigna's 24x7 telephone help line if they need emotional or other support and assistance.”
People who do not have health benefits or employee assistance program benefits with Cigna can call the help line using a special toll-free number - 866.912.1687 - 24 hours a day through October 15.
Customers who have health benefits or employee assistance program benefits with Cigna should call the help line using the telephone number on their Cigna I.D. card or 800.244.6224.
We’re With You
We are deeply saddened by the impact that Hurricane Harvey has had on the lives of people in Texas and Louisiana. Many have had to leave or have lost their homes, and it will be months before the full impact of the storm’s damage is truly understood. We’re making it easier for members affected by Hurricane Harvey to access Aetna services and get the medical care, behavioral health support and medications they need.
Important resources for all people impacted by Hurricane Harvey
We have opened our Resources for Living services to the community regardless of whether they are Aetna members or not. Affected individuals can call 1-888-AETNA-EAP (1-888-238-6232) for a telephonic consultation to help cope with the emotional impact of this event or for assistance with finding resources such as shelters, government resources and referrals.
Also Teladoc, Aetna’s telehealth provider, is offering free general medical services to anyone impacted by Hurricane Harvey through their dedicated hotline: 855.220.4585.
We have also deployed Aetna resources to the Dallas evacuation centers to support the clinical, pharmacy and service needs of affected individuals and are coordinating similar arrangements in Houston.
A list of all open pharmacies is available at: https://www.healthcareready.org/rxopen. In addition, mini popup pharmacies have been deployed at shelter locations, a fully stocked CVS Mobile Pharmacy will be deployed in Houston, and Uber has been contracted to support distribution to pharmacies and home delivery as needed.
Policy modifications for members and customers
Under these catastrophic conditions, it is critically important that we make certain policy modifications to help meet the clinical needs of Aetna’s members.
Aetna Pharmacy is committed to ensuring that members who have been affected by Hurricane Harvey have continued access to their medications. In times such as these, medications may be left behind upon evacuation or destroyed by flood waters. All pharmacies in the impacted and surrounding areas have been notified of emergency policies and procedures to allow them to refill prescriptions and replenish needed medications.
Affected Aetna members may refill their prescriptions early. Those who use Aetna’s mail-order pharmacy can either get a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed. We are proactively working with members to arrange alternate delivery or to refill prescriptions at local pharmacies.
To support access to medications in the impacted areas of Texas and Louisiana, we have relaxed Refill to Soon at pharmacies for all plans across all lines of our business. In addition, we have relaxed Out of Network and Therapeutic Duplication edits for Commercial and Medicare businesses. We are also proactively identifying members that might have prior authorizations that have expired or will be expiring soon and are expediting the coverage determination process.
For our Commercial customers, all plans in the affected areas will reimburse services at the in-network benefit regardless of the providers’ status as in or out of network. We’re also offering members in affected areas additional time to submit claims and file appeals.
For our Commercial and Medicare customers, pre-certification will be waived through Oct. 30, 2017 for in network and out of network and Aetna will pay the service according to the member benefit plan in the affected area. We will also waive late penalty notification for precertification for members in affected area. Home Healthcare beyond 120 days will be authorized through Oct. 30, 2017. And pre-determination requests by providers or members in the impacted area will be treated as expedited through Oct. 30, 2017.
The Aetna Foundation supports disaster relief efforts
To support current and forthcoming disaster relief efforts more broadly, the Aetna Foundation will make a $100,000 contribution to the American Red Cross, a $100,000 contribution to the Community Foundation of Greater Houston and a $50,000 contribution to Team Rubicon.
Through its Disaster Response matching gift program, the Aetna Foundation also will match employees’ disaster relief donations dollar-for-dollar (up to $5,000 per donor per year) to any U.S.-based nonprofit providing hurricane-related disaster relief.
We’re here to answer your questions
Please feel free to contact your Aetna Account Manager or Account Executive if you have any questions regarding these policy modifications. In addition, you can reach us at the following toll-free numbers:
Thank you for your partnership and for your continued trust in our company.
*Members with online access can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna Navigator™. Log in on Aetna’s home page at www.aetna.com.
We are deeply saddened by the impact that Hurricane Harvey has had on the lives of people in Texas and Louisiana. Many have had to leave or have lost their homes, and it will be months before the full impact of the storm’s damage is truly understood. We’re making it easier for members affected by Hurricane Harvey to access Aetna services and get the medical care, behavioral health support and medications they need.
Important resources for all people impacted by Hurricane Harvey
We have opened our Resources for Living services to the community regardless of whether they are Aetna members or not. Affected individuals can call 1-888-AETNA-EAP (1-888-238-6232) for a telephonic consultation to help cope with the emotional impact of this event or for assistance with finding resources such as shelters, government resources and referrals.
Also Teladoc, Aetna’s telehealth provider, is offering free general medical services to anyone impacted by Hurricane Harvey through their dedicated hotline: 855.220.4585.
We have also deployed Aetna resources to the Dallas evacuation centers to support the clinical, pharmacy and service needs of affected individuals and are coordinating similar arrangements in Houston.
A list of all open pharmacies is available at: https://www.healthcareready.org/rxopen. In addition, mini popup pharmacies have been deployed at shelter locations, a fully stocked CVS Mobile Pharmacy will be deployed in Houston, and Uber has been contracted to support distribution to pharmacies and home delivery as needed.
Policy modifications for members and customers
Under these catastrophic conditions, it is critically important that we make certain policy modifications to help meet the clinical needs of Aetna’s members.
Aetna Pharmacy is committed to ensuring that members who have been affected by Hurricane Harvey have continued access to their medications. In times such as these, medications may be left behind upon evacuation or destroyed by flood waters. All pharmacies in the impacted and surrounding areas have been notified of emergency policies and procedures to allow them to refill prescriptions and replenish needed medications.
Affected Aetna members may refill their prescriptions early. Those who use Aetna’s mail-order pharmacy can either get a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed. We are proactively working with members to arrange alternate delivery or to refill prescriptions at local pharmacies.
To support access to medications in the impacted areas of Texas and Louisiana, we have relaxed Refill to Soon at pharmacies for all plans across all lines of our business. In addition, we have relaxed Out of Network and Therapeutic Duplication edits for Commercial and Medicare businesses. We are also proactively identifying members that might have prior authorizations that have expired or will be expiring soon and are expediting the coverage determination process.
For our Commercial customers, all plans in the affected areas will reimburse services at the in-network benefit regardless of the providers’ status as in or out of network. We’re also offering members in affected areas additional time to submit claims and file appeals.
For our Commercial and Medicare customers, pre-certification will be waived through Oct. 30, 2017 for in network and out of network and Aetna will pay the service according to the member benefit plan in the affected area. We will also waive late penalty notification for precertification for members in affected area. Home Healthcare beyond 120 days will be authorized through Oct. 30, 2017. And pre-determination requests by providers or members in the impacted area will be treated as expedited through Oct. 30, 2017.
The Aetna Foundation supports disaster relief efforts
To support current and forthcoming disaster relief efforts more broadly, the Aetna Foundation will make a $100,000 contribution to the American Red Cross, a $100,000 contribution to the Community Foundation of Greater Houston and a $50,000 contribution to Team Rubicon.
Through its Disaster Response matching gift program, the Aetna Foundation also will match employees’ disaster relief donations dollar-for-dollar (up to $5,000 per donor per year) to any U.S.-based nonprofit providing hurricane-related disaster relief.
We’re here to answer your questions
Please feel free to contact your Aetna Account Manager or Account Executive if you have any questions regarding these policy modifications. In addition, you can reach us at the following toll-free numbers:
- Aetna Member Services: Call the number printed on your ID card. If ID card is unavailable*, call 1-800-443-AETNA (1-800-443-2386).
- Rx Member Services and Aetna Rx Home Delivery Customer Service: 1-888-RX AETNA (1-888-792-3862)
- Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
- Aetna Student Assistance Program: 1-877-351-7889
- Aetna Dental: 1-877-238-6200
- Health care providers should contact the Provider Service Centers:
- Indemnity and PPO-based benefit plans: 1-888-MD-AETNA (1-888-632-3862)
- HMO benefit plans: 1-800-624-0756
Thank you for your partnership and for your continued trust in our company.
*Members with online access can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna Navigator™. Log in on Aetna’s home page at www.aetna.com.
Hurricane Irma
HARTFORD, Conn., Sept. 8, 2017 – Aetna (NYSE: AET) is offering resources to members who have been affected by Hurricane Irma in Puerto Rico, the U.S. Virgin Islands, Florida, South Carolina, North Carolina and the counties of Atkinson, Bacon, Brantley, Bryan, Bulloch, Burke, Camden, Candler, Charlton, Chatham, Clinch, Coffee, Echols, Effingham, Emanuel, Evans, Glynn, Jenkins, Jeff Davis, Liberty, Long, McIntosh, Pierce, Screven, Tattnall, Toombs, Treutlen, Wayne and Ware in Georgia.
Aetna members can refill their prescriptions early, if needed. Those members who use Aetna’s mail-order pharmacy can either get a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed.
In addition to helping with prescription refills, Aetna can help members who have been evacuated from their homes find care and behavioral health support, among other services. Aetna is also extending claim and appeal filing times.
Aetna professionals who have experience dealing with traumatic events are available to help. The company has opened its Resources for Living services to those affected by Hurricane Irma, regardless of whether they are Aetna members or not. Individuals can call 1-888-AETNA-EAP (1-888-238-6232) for assistance with finding available shelters, accessing government resources and seeking referrals or help coping with the emotional impact of Hurricane Irma.
“As recovery and repair continues in Texas and Louisiana, we are preparing for another destructive hurricane to strike,” said Mark T. Bertolini, Aetna chairman and CEO. “Our thoughts are with those who are preparing for and will be affected by Hurricane Irma. We will proactively ensure that our members, customers and employees are able to access the care they need as they face challenges brought on by these natural disasters.”
Aetna members affected by Hurricane Irma can also seek emergency care anywhere, as needed. The company will monitor the impact Hurricane Irma has on its network doctors, hospitals and other health care providers, and make further modifications to its policies as necessary to ensure members have access to care.
If any additional local, state or federal disaster executive orders or regulations are issued related to these catastrophic event, Aetna will adjust its policies to comply.
The Aetna Foundation announced it will make a $100,000 contribution to the American Red Cross.
Through the company’s Disaster Response matching gift program, the Aetna Foundation will also match employees’ disaster relief donations dollar-for-dollar (up to $5,000 per donor per year) to any U.S.-based nonprofit providing hurricane-related disaster relief.
Aetna members and health care providers affected by the hurricane who need care or other assistance can reach the company at the following toll-free numbers:
* Members can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna Navigator™. Log in on Aetna’s home page.
HARTFORD, Conn., Sept. 8, 2017 – Aetna (NYSE: AET) is offering resources to members who have been affected by Hurricane Irma in Puerto Rico, the U.S. Virgin Islands, Florida, South Carolina, North Carolina and the counties of Atkinson, Bacon, Brantley, Bryan, Bulloch, Burke, Camden, Candler, Charlton, Chatham, Clinch, Coffee, Echols, Effingham, Emanuel, Evans, Glynn, Jenkins, Jeff Davis, Liberty, Long, McIntosh, Pierce, Screven, Tattnall, Toombs, Treutlen, Wayne and Ware in Georgia.
Aetna members can refill their prescriptions early, if needed. Those members who use Aetna’s mail-order pharmacy can either get a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed.
In addition to helping with prescription refills, Aetna can help members who have been evacuated from their homes find care and behavioral health support, among other services. Aetna is also extending claim and appeal filing times.
Aetna professionals who have experience dealing with traumatic events are available to help. The company has opened its Resources for Living services to those affected by Hurricane Irma, regardless of whether they are Aetna members or not. Individuals can call 1-888-AETNA-EAP (1-888-238-6232) for assistance with finding available shelters, accessing government resources and seeking referrals or help coping with the emotional impact of Hurricane Irma.
“As recovery and repair continues in Texas and Louisiana, we are preparing for another destructive hurricane to strike,” said Mark T. Bertolini, Aetna chairman and CEO. “Our thoughts are with those who are preparing for and will be affected by Hurricane Irma. We will proactively ensure that our members, customers and employees are able to access the care they need as they face challenges brought on by these natural disasters.”
Aetna members affected by Hurricane Irma can also seek emergency care anywhere, as needed. The company will monitor the impact Hurricane Irma has on its network doctors, hospitals and other health care providers, and make further modifications to its policies as necessary to ensure members have access to care.
If any additional local, state or federal disaster executive orders or regulations are issued related to these catastrophic event, Aetna will adjust its policies to comply.
The Aetna Foundation announced it will make a $100,000 contribution to the American Red Cross.
Through the company’s Disaster Response matching gift program, the Aetna Foundation will also match employees’ disaster relief donations dollar-for-dollar (up to $5,000 per donor per year) to any U.S.-based nonprofit providing hurricane-related disaster relief.
Aetna members and health care providers affected by the hurricane who need care or other assistance can reach the company at the following toll-free numbers:
- Aetna Member Services: Call the number printed on your ID card*. If ID card is unavailable, call 1-800-443-AETNA (1-800-443-2386).
- Rx Member Services and Aetna Rx Home Delivery Customer Service: 1-888-RX AETNA (1-888-792-3862)
- Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
- Aetna Student Assistance Program: 1-877-351-7889
- Aetna Dental: 1-877-238-6200
- Health care providers should contact the Provider Service Centers:
- HMO benefit plans: 1-800-624-0756
- Indemnity and PPO-based benefit plans: 1-888-MD-AETNA (1-888-632-3862)
- Coventry Health Plans:
- Commercial HMO and PPO Plans 1-866-847-8235
- Medicare Advantage Plans 1-800-847-3995
- Coventry National and First Health Plans 1-800-937-6824
* Members can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna Navigator™. Log in on Aetna’s home page.
We understand that members in the areas impacted by these natural disasters are facing many challenges, so we are modifying some of our policies to help. These changes apply to members in the following states (during this time frame): Alabama (September 8 - October 8), Florida (September 4 - October 3), Georgia* (September 6 - October 6), Louisiana** (August 24 - October 30), North Carolina (September 7 - October 5), Puerto Rico (September 4 - October 3), South Carolina (September 6 - October 5), Tennessee (September 11 - October 11), Texas*** (August 24 - October 30), Virginia (September 7 - October 7), and the Virgin Islands (September 5 - October 3).
*Georgia counties: Appling, Atkinson, Bacon, Brantley, Bulloch, Burke, Candler, Charlton, Clinch, Coffee, Echols, Effingham, Emanuel, Evans, Jeff Davis, Jenkins, Long, Pierce, Screven, Tattnall, Toombs, Treutlen, Ware, Wayne.
**Louisiana parishes (August 24 - October 30): Beauregard, Calcasieu, Cameron, Jefferson Davis, Vermillion. All others are effective August 24 - September 22.
*** Texas counties: Aransas, Atascosa, Austin, Bastrop, Bee, Brazoria, Brazos, Burleson, Caldwell, Calhoun, Cameron, Chambers, Colorado, Comal, DeWitt, Fayette, Fort Bend, Galveston, Goliad, Gonzales, Grimes, Guadalupe, Hardin, Harris, Jackson, Jasper, Jefferson, Jim Wells, Karnes, Kerr, Kleberg, Lavaca, Lee, Leon, Liberty, Live Oak, Madison, Matagorda, Montgomery, Newton, Nueces, Polk, Refugio, San Jacinto, San Patricio, Tyler, Victoria, Walker, Waller, Washington, Wharton, Willacy, Wilson.
- Premiums: We won't terminate impacted members for nonpayment of premiums. The premium must be postmarked by the ending effective date listed above.
- Claim filing: We are extending the claim filing deadlines for both members and providers using the timeline above.
*Georgia counties: Appling, Atkinson, Bacon, Brantley, Bulloch, Burke, Candler, Charlton, Clinch, Coffee, Echols, Effingham, Emanuel, Evans, Jeff Davis, Jenkins, Long, Pierce, Screven, Tattnall, Toombs, Treutlen, Ware, Wayne.
**Louisiana parishes (August 24 - October 30): Beauregard, Calcasieu, Cameron, Jefferson Davis, Vermillion. All others are effective August 24 - September 22.
*** Texas counties: Aransas, Atascosa, Austin, Bastrop, Bee, Brazoria, Brazos, Burleson, Caldwell, Calhoun, Cameron, Chambers, Colorado, Comal, DeWitt, Fayette, Fort Bend, Galveston, Goliad, Gonzales, Grimes, Guadalupe, Hardin, Harris, Jackson, Jasper, Jefferson, Jim Wells, Karnes, Kerr, Kleberg, Lavaca, Lee, Leon, Liberty, Live Oak, Madison, Matagorda, Montgomery, Newton, Nueces, Polk, Refugio, San Jacinto, San Patricio, Tyler, Victoria, Walker, Waller, Washington, Wharton, Willacy, Wilson.
Support for People Affected by Hurricane Harvey
The devastation caused by Hurricane Harvey has had a profound impact on people’s access to health care services in their community. Our priority is making sure people have immediate and easy access to the care they need.
UnitedHealthcare has taken the following actions as part of its commitment to helping members, customers, care providers, and employees in the counties impacted by Hurricane Harvey.
People enrolled in Medicaid, employer-sponsored and individual health plans (excluding Medicare plans) who have a smartphone can download the free Health4Me app, which provides instant access to their ID card, contact information for network care providers, their personal health benefits and more. The Health4Me app is available as a free download at the Apple iTunes App Store and the Android Market on Google Play.
These measures apply to all individuals insured by UnitedHealthcare and are effective through October 31, 2017 and will be reviewed again at that time if necessary. If you have questions related to coverage, please call Customer Care at the number on the back of your ID card.
Help For Broader Community:
Our thoughts and prayers go out to all those affected. We will continue to monitor this situation closely.
The devastation caused by Hurricane Harvey has had a profound impact on people’s access to health care services in their community. Our priority is making sure people have immediate and easy access to the care they need.
UnitedHealthcare has taken the following actions as part of its commitment to helping members, customers, care providers, and employees in the counties impacted by Hurricane Harvey.
- Access to Care: Members who may have been displaced from their homes or whose network or medical facility is inaccessible can access care anywhere, as needed and it will be covered at their in-network benefit level.
UnitedHealthcare is also waiving all preauthorization for existing medical and pharmacy treatment, notification requirements, as well as extending claim filing and premium payment deadlines. - Prescription Medications and Medical Equipment: Members who are affected can also fill existing prescriptions early (one time, 90-day refill) and replace durable medical equipment, if necessary. For mail-order delivery service to affected areas or any other questions related to their prescriptions, people are encouraged to call the pharmacy number on the back of their ID card, or speak directly to a pharmacist about their situation in order to get an early refill, if necessary.
- For Additional Assistance: Members can call the Customer Care number on the back of their medical ID card, if they need additional assistance. If they have misplaced their medical ID card, they can call 866-633-2446, 8 a.m. – 8 p.m. (in the local time zone), Monday through Friday.
People enrolled in Medicaid, employer-sponsored and individual health plans (excluding Medicare plans) who have a smartphone can download the free Health4Me app, which provides instant access to their ID card, contact information for network care providers, their personal health benefits and more. The Health4Me app is available as a free download at the Apple iTunes App Store and the Android Market on Google Play.
These measures apply to all individuals insured by UnitedHealthcare and are effective through October 31, 2017 and will be reviewed again at that time if necessary. If you have questions related to coverage, please call Customer Care at the number on the back of your ID card.
Help For Broader Community:
- Free Help Line: Optum is offering a free emotional-support help line to affected individuals. The toll-free number, 866-342-6892, will be open 24 hours a day, seven days a week, for as long as necessary. The service is free of charge and open to anyone. Callers may also receive referrals to community resources. Along with the toll-free help line, emotional-support resources and information are available online at www.liveandworkwell.com.
- Relief Effort: In addition, UnitedHealthcare, Optum and UnitedHealth Group are donating $1 million and pledging a 2:1 match for employee contributions towards Hurricane Harvey relief efforts.
Our thoughts and prayers go out to all those affected. We will continue to monitor this situation closely.
Support for Those Impacted by Hurricane Irma
Stay Safe and Be Prepared And We Will Be Here for You This Weekend and Throughout
As Hurricane Irma moves through the Caribbean and towards Florida, we are thinking of you and your community and are keeping you close to our hearts. Please follow your evacuation orders and stay safe www.ready.gov/hurricanes or in Spanish www.listo.gov.
Preparation
How to Help Members
During this critical time, agents are often the main point of contact for members who have questions. These are things you can do on behalf of your members who have a Medicare Advantage (MA) or Prescription Drug Plan (PDP):
Sincerely,
All of us at UnitedHealthcare Medicare Solutions
Stay Safe and Be Prepared And We Will Be Here for You This Weekend and Throughout
As Hurricane Irma moves through the Caribbean and towards Florida, we are thinking of you and your community and are keeping you close to our hearts. Please follow your evacuation orders and stay safe www.ready.gov/hurricanes or in Spanish www.listo.gov.
Preparation
- Texts are often the only means for communication - keep cell phone numbers handy
- Charge cell phones in a car if electricity goes out
- Have a full tank of gas and/or generator
- Submit paper applications ASAP
- Visit Hurricanes.gov for the latest on the storm.
- FEMA website. Download the FEMA Mobile App to receive alerts from the National Weather Service, get safety and survival tips, customize your emergency checklist, find your local shelter, and upload your disaster photos to help first responders.
- Virgin Islands Hurricane information | Virgin Islands Alert
- Florida Disaster | Florida Get a Plan
- How to get emergency help from Red Cross
How to Help Members
During this critical time, agents are often the main point of contact for members who have questions. These are things you can do on behalf of your members who have a Medicare Advantage (MA) or Prescription Drug Plan (PDP):
- Order replacement ID cards
- Order replacement fulfillment items
- Change the member's permanent and/or mailing address
- Change a Primary Care Physician (PCP)
- Make inquiries regarding claims and billing issues
- Encourage use of the UnitedHealth Passport® Program
- Activate Passport on the member's behalf.
- Make sure to get names and contact information for providers the member can use in the Passport service area.
- Deactivate Passport upon the member's return home.
- Producer Help Desk (PHD) 888-381-8581
- Member Customer Service 800-643-4845
- DSNP Member Customer Service 800-256-6533 in Florida
Sincerely,
All of us at UnitedHealthcare Medicare Solutions
How Humana supports Medicare Advantage members during disasters
When the president, governor or secretary of Health and Human Services declares a disaster or a public health emergency, we take actions to ensure our Medicare Advantage members in the affected areas can get the medical care they need.
The actions we take include:
All of those changes become effective immediately.
These actions remain in effect until:
If Humana is also affected by the disaster and cannot resume operations by the end of the disaster or public health emergency, we will notify the Center for Medicare and Medicaid Services (CMS) and will update the Humana website, when and if we are able, to provide information about Humana’s operational capabilities.
When the president, governor or secretary of Health and Human Services declares a disaster or a public health emergency, we take actions to ensure our Medicare Advantage members in the affected areas can get the medical care they need.
The actions we take include:
- Covering Medicare Parts A and B services and supplemental Part C plan benefits at non-network hospitals and other medical facilities
- Waiving all requirements for primary care physician (PCP) referrals
- Providing enrollees with the same cost-sharing they would get at an in-network facility
- Removing prescription drug limitations such as “Refill too soon” rejection notices that prevent replacing lost medications
All of those changes become effective immediately.
These actions remain in effect until:
- the president, governor or secretary of Health and Human Services declares the public health emergency or disaster has ended; or,
- 30 days have passed since the disaster or emergency was declared, and no end date was identified.
If Humana is also affected by the disaster and cannot resume operations by the end of the disaster or public health emergency, we will notify the Center for Medicare and Medicaid Services (CMS) and will update the Humana website, when and if we are able, to provide information about Humana’s operational capabilities.
