FAQs: Health Plan Responses to the Northern and Southern California Fires

Customer Service: (855) 995-5004
Sharp Nurse Connection: (855) 995-5004
Telehealth by Medical Group:

• Sharp Rees Stealy
• Sharp Community

Customer Service Basic: (877) 359-3714
Advice Nurse line:

• UHC Basic: (800) 846-4678
• UHC Medicare: (888) 567-1421

Telehealth: UnitedHealthcare Virtual Visits

Customer Service Medicare: (888) 867-5581
Advice Nurse line:

• UHC Medicare: (888) 567-1421

Telehealth: UnitedHealthcare Virtual Visits

Customer Service: (888) 942-7377
Advice Nurse Line: (877) 793-3655
Telehealth by Medical Group

• Dignity Health
• NorthBay Healthcare
• St. Joseph Health Medical Network

Anthem will: 

• Relax time limits for prior authorization, pre-certification and referral requirements – there will be no late penalties.
• Allow replacement of medical equipment or supplies.
• Extend filing deadlines for claims.

Customer Service: (855) 839-4524

Anthem will:

• Relax time limits for prior authorization and pre-certification requirements – there will be no late penalties.
• Allow replacement of medical equipment or supplies.
• Extend filing deadlines for claims.

Customer service: (855) 251–8825

Anthem will:

• Relax time limits for prior authorization, pre-certification, and referral requirements requirements – there will be no late penalties.
• Allow replacement of medical equipment or supplies.
• Extend filing deadlines for claims.

Customer Service: (877) 737-7776

Anthem will:

• Relax time limits for prior authorization, pre-certification, and referral requirements requirements – there will be no late penalties.
• Allow replacement of medical equipment or supplies.
• Extend filing deadlines for claims.

Customer service: (877) 737–7776

Shield Concierge can assist with urgent care authorizations or claims adjustments as needed.

Shield Concierge: (800) 334-5847

Health Net will provide confirmation that network providers and hospitals are open as usual, and that covered services will be available.

Customer Service: (888) 926-4921

Kaiser members are covered at all open Kaiser facilities.

Customer Service and Advice Nurse Northern California: (866) 454-8855
Customer Service and Advice Nurse Southern California: (833) 574-2273

Kaiser members are covered at all open Kaiser facilities.

Customer Service and Advice Nurse Northern California: (866) 454-8855
Customer Service and Advice Nurse Southern California: (833) 574-2273

Sharp members are covered for emergency room and urgent care services outside of San Diego County. Members also have access to Sharp Nurse Connection® and Sharp’s nurse advice line for medical assistance during evenings and weekends.

Customer Service: (855) 995-5004
Sharp Nurse Connection®: (855) 995-5004

UHC customer service representatives are available to assist with any member questions.

Customer Service Basic: (877) 359-3714

UHC customer service representatives are available to assist with any member questions.

Customer Service Medicare: (888) 867-5581

WHA members should contact WHA prior to accessing routine, non-emergent care to obtain a prior authorization. Urgent and emergent care services are covered minus any applicable copayments.

Customer Service: (888) 942-7377

If FEMA declares a disaster, refill edits for members in the impacted areas will be lifted for the duration.

Customer Service Basic: (855) 505-8110
Customer Service EGWP: (855) 505-8106

Members may contact the dedicated CalPERS customer services line or by ordering online.

Customer service: (855) 839-4524

Website: Anthem Medical Plans

Members may contact the dedicated CalPERS customer services line or by ordering online.

Customer service: (855) 251–8825

Website: Anthem Medical Plans

Members may contact the dedicated CalPERS customer services line or by ordering online.

Customer service: (877) 737-7776

Website: Anthem Medical Plans

Members may contact the dedicated CalPERS customer services line or by ordering online.

Customer service: (877) 737-7776

Website: Anthem Medical Plans

Members may print a temporary ID card online or access their ID card on the Blue Shield of California mobile app.

Customer service: (800) 334-5847

Website: Blue Shield of California

Members may print a temporary ID card online or call customer service to request another card.

Customer service: (888) 926-4921

Website: Health Net

Members can contact Kaiser’s customer service line. For TTY call 711.

Customer Service and Advice Nurse Northern California: (866) 454-8855
Customer Service and Advice Nurse Southern California: (833) 574-2273

Members can contact Kaiser’s customer service line. For TTY call 711.

Customer Service and Advice Nurse Northern California: (866) 454-8855
Customer Service and Advice Nurse Southern California: (833) 574-2273

Members can access their ID card online or call the contact center to request plan ID cards.

Customer Service: (855) 995-5004

Website: Sharp Health Plan

Members can print copies of their ID cards online or via the Health4Me app (both provide instant access to their ID card, network care providers, and health benefits). Members can also contact customer service to request replacement cards.

Customer Service Basic: (877) 359-3714
Customer Service Medicare: (888) 867-5581

Website: UnitedHealthcare

Members can print copies of their ID cards online or via the Health4Me app (both provide instant access to their ID card, network care providers, and health benefits). Members can also contact customer service to request replacement cards.

Customer Service Medicare: (888) 867-5581

Website: UnitedHealthcare

Members can access and print ID cards online or from WHA’s MyWHA mobile app.

Another option is to call the dedicated WHA dedicated CalPERS Member Services team to request an ID card be mailed.

Customer Service: (888) 942-7377

Website: Western Health Advantage or Western Health Advantage Mobile

Basic members who need a replacement card need to contact their health plan. However, OptumRx can provide their ID number and billing information to obtain prescriptions.

Members can print a temporary card by selecting ID Card under the Benefits and Claims tab on the top banner online.

Customer Service Basic: (855) 505-8110
Customer Service Medicare Part D: (855) 505-8106

Website: OptumRx

If you are an active employee, contact your employer to update your address. If you are a retiree, use on of the options below:

• Change your address online by logging in to myCalPERS
• Contact CalPERS by phone at 888 CalPERS (or 888-225-7377).
• Download, complete, and return a Address Change Authorization (PDF) form by mailing or faxing it to the number shown on the form.
• Send us your new address in writing to:
  Benefit Services Division
  P.O Box 942716
  Sacramento, CA 94229-2716

Shield Concierge: (800) 334-5847

• Lost/Damaged Prescriptions: Blue Shield of California (BSC) will override any other edits to allow for replacement supplies.
• Mail Service: BSC can provide emergency access at a retail pharmacy if needed.
• Pharmacy Location: Members may call BSC for assistance in finding a pharmacy that they can access in the impacted area or where they have relocated.
• Copay Waiver: Members are still responsible for their applicable copay or cost share; however, BSC can waive copay/cost share on exception based on circumstances.

Pharmacy Customer Service Northern California: (888) 218-6245
Pharmacy Customer Service Southern California: (866) 206-2983

Website: Kaiser Permanente

• Lost/Damaged Prescriptions: Kaiser Permanente outpatient pharmacies supply emergency refills when, in the pharmacist’s professional judgement, failure to refill the prescription might interrupt the patient’s ongoing care and have a significant adverse effect on the patient’s well-being. These include damaged, lost, or stolen prescriptions, and members going on vacation or military leave. For Schedule II, III, IV, and psychiatric medications, the pharmacist may dispense a reasonable supply of the medication until their physician can be contacted. These prescriptions are dispensed under the patient’s normal copay or cost-share per their benefit plan.
• Mail Service: Members who need a non-urgent prescription refill are highly encouraged to use mail order. To do so, they can call the number below or go online.
• Pharmacy Location: For urgent prescriptions, members can go to any open Kaiser Permanente pharmacy. If there is no nearby Kaiser Permanente pharmacy or if other assistance is needed, including redirecting mail order prescriptions, members should call the Kaiser Permanente Pharmacy Call Center.
• Copay Waiver: Kaiser Permanente has a Medical Financial Assistance (MFA) program for patients who cannot afford to pay for their medications.

Pharmacy Customer Service Northern California: (888) 218-6245
Pharmacy Customer Service Southern California: (866) 206-2983

Website: Kaiser Permanente

• Lost/Damaged Prescriptions: Kaiser Permanente outpatient pharmacies supply emergency refills when, in the pharmacist’s professional judgement, failure to refill the prescription might interrupt the patient’s ongoing care and have a significant adverse effect on the patient’s well-being. These include damaged, lost, or stolen prescriptions, and members going on vacation or military leave. For Schedule II, III, IV, and psychiatric medications, the pharmacist may dispense a reasonable supply of the medication until their physician can be contacted. These prescriptions are dispensed under the patient’s normal copay or cost-share per their benefit plan.
• Mail Service: Members who need a non-urgent prescription refill are highly encouraged to use mail order. To do so, they can call the number below or go online.
• Pharmacy Location: For urgent prescriptions, members can go to any open Kaiser Permanente pharmacy. If there is no nearby Kaiser Permanente pharmacy or if other assistance is needed, including redirecting mail order prescriptions, members should call the Kaiser Permanente Pharmacy Call Center.
• Copay Waiver: Kaiser Permanente has a Medical Financial Assistance (MFA) program for patients who cannot afford to pay for their medications.

UHC Group Medicare Advantage PPO: (888) 867-5581

• Lost/Damaged Prescriptions: Members who need help obtaining early prescription refills can call Customer Care at the number located on the back of their medical ID cards
• Mail Service: For mail-order delivery service to affected areas or any other questions related to their prescriptions, members 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 Prescription Home Delivery, members can contact OptumRx at (888) 279-1828.
• Pharmacy Location: Members can choose from over 67,000 pharmacies across the United States, including national chain, regional and independent local retail pharmacies. Retail pharmacies can be located here.
• Copay Waiver: Early refills may be available. Copay waivers may or may not apply depending on the emergency situation.

Customer Service Basic: (855) 505-8110
Customer Service EGWP: (855) 505-8106

• Lost/Damaged Prescriptions: Members in impacted areas can obtain early refills before the refill eligible date by contacting member services.
• Mail Services: Prescriptions can be filled through home delivery or transferred to a local in-network pharmacy of choice by contacting member services.
• Pharmacy Location: Members can obtain an early refill at any in-network pharmacy in area, or update delivery address for home delivery by contacting member services.
• Copay Waiver: Standard copay is applicable for any early refills.