FAQs: Accessing Health Care During a Disaster

Anthem Blue Cross Select HMO

Anthem Blue Cross Traditional HMO

Blue Shield Access+

Blue Shield Trio HMO

Blue Shield Medicare PPO

Health Net Salud y Mas HMO

Kaiser Permanente

Kaiser Permanente Senior Advantage

Kaiser Permanente Senior Advantage Summit

Customer Service and Advice Nurse:

• Northern California: (866) 454-8855
• Southern California: (833) 574-2273

Telehealth: Kaiser Permanente

Medicare Customer Service: (800) 44-0815. For TTY, call 711

Language interpretation services: (800) 324-8010

Sharp Health Plan

Sharp Direct Advantage

• Sharp Rees Stealy
• Sharp Community

UnitedHealthcare (UHC) SignatureValue Alliance

UHC SignatureValue Harmony

UHC Group Medicare Advantage PPO

Western Health Advantage (WHA)

• Dignity Health
• Providence
• Hill Physicians
• Meritage Medical Network
• Optum Behavioral Health

Anthem Blue Cross Select HMO

Anthem Blue Cross Traditional HMO

Anthem Blue Cross Medicare Preferred

• Displaced members may see an appropriate out-of-network provider at in-network benefit levels
• Relax time limits for prior authorization, pre-certification and referral requirements. There will be no late penalties.
• Allow replacement of medical equipment or supplies, if needed.
• Extend filing deadlines for claims.
• Members can contact customer service if they need assistance with locating services.

Customer Service: (855) 839-4524
Medicare: (855) 251-8825

PERS Gold/Platinum Supplement to Medicare (Blue Shield)

• Telehealth options include Teladoc and NurseHelp 24/7
• Allow replacement of medical equipment or supplies, if needed.
• Displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.

Customer Service: (800) 405-2127

Blue Shield Access + HMO

Blue Shield Trio HMO

Blue Shield Medicare PPO

• Immediate refill of prescriptions for members in mandatory evacuation zones – even if the prescriptions are not due to be refilled.
• Allow replacement of medical equipment or supplies, if needed.
• Displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.

Shield Concierge: (800) 334-5847
Medicare: (888) 802-4599

Health Net Salud y Mas HMO

• For urgent/emergency care, displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.

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 Permanente

Kaiser Permanente Senior Advantage

Kaiser Permanente Senior Advantage Summit

• For urgent/emergency care, displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.
• Kaiser members are covered at all open Kaiser facilities.
• Members can contact customer service if they need assistance with locating services.
• Telehealth for nonurgent appointments and health care needs
• When calling, be sure to notify the member services representative that you've been affected by the wildfires.

Customer Service and Advice Nurse:

• Northern California: (866) 454-8855
• Southern California: (833) 574-2273

Telehealth: Kaiser Permanente

Medicare Customer Service: (800) 44-0815. For TTY, call 711

Language interpretation services: (800) 324-8010

Sharp Health Plan

Sharp Direct Advantage

• Displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.
• 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
Medicare: (833) 346-4322
Sharp Nurse Connection®: (855) 995-5004

UnitedHealthcare (UHC) SignatureValue Alliance

UHC SignatureValue Harmony

• Displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.

Customer Service Basic: (877) 359-3714

UHC Group Medicare Advantage PPO

• Displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.

Western Health Advantage (WHA)

• For urgent/emergency care, displaced members may see an appropriate out-of-network provider at in-network benefit levels.
• Members can contact customer service if they need assistance with locating services.
• Members should contact WHA before accessing routine, non-emergent care outside of the service area to obtain prior authorization.

Customer Service: (888) 942-7377

If the Federal Emergency Management Agency (FEMA) declares a disaster, refill edits for members in the impacted areas will be lifted for the duration.

Customer Service Basic: 1-855-505-8110
Customer Service EGWP: 1-855-505-8106

Anthem Blue Cross Select HMO

Anthem Blue Cross Traditional HMO

Anthem Medicare Preferred PPO

• Members can contact the dedicated CalPERS customer service line.
• Members can also order a replacement card online.

Customer service: (855) 839-4524
Medicare: (855) 251-8825
Website: Anthem Medical Plans

PERS Gold/Platinum Basic (Included Health and Blue Shield)

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card on the Included Health mobile app.
• Members can also order a replacement card through the Included Health app.

PERS Gold/Platinum Supplement to Medicare (Blue Shield)

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online and on the Blue Shield of California mobile app.
• Members may print a temporary ID card online.

Customer service: (800) 405-2127
Website: Blue Shield of California

Blue Shield Access + HMO

Blue Shield Trio HMO

Blue Shield Medicare PPO

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online and on the Blue Shield of California mobile app.
• Members may print a temporary ID card online.

Shield Concierge: (800) 334-5847
Medicare: (888) 802-4599
Website: Blue Shield of California

Health Net Salud y Mas HMO

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online.
• Members may print a temporary ID card online.

Customer service: (888) 926-4921
Website: Health Net

Kaiser Permanente

Kaiser Permanente Senior Advantage

Kaiser Permanente Senior Advantage Summit

• Members can contact the dedicated CalPERS customer service line.
• For TTY call 711.
• Members can access their ID card online and on the Kaiser Permanente mobile app.
• Members may print a temporary ID card online.

Customer Service and Advice Nurse:

• Northern California: (866) 454-8855
• Southern California: (833) 574-2273

Website: Kaiser Permanente

Sharp Health Plan

Sharp Direct Advantage (Medicare)

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online.
• Members may print a temporary ID card online.

Customer Service: (855) 995-5004
Medicare: (833) 346-4322
Website: Sharp Health Plan

UnitedHealthcare SignatureValue Alliance

UHC SignatureValue Harmony

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online.
• Members may print a temporary ID card online.

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

UnitedHealthcare Group Medicare Advantage PPO

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online.
• Members may print a temporary ID card online.

Customer Service Medicare: (888) 867-5581
Website: UnitedHealthcare

Western Health Advantage (WHA)

• Members can contact the dedicated CalPERS customer service line.
• Members can access their ID card online and through the mobile app.
• Members may print a temporary ID card online and through the mobile app.

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're an active employee, contact your employer to update your address. If you're a retiree, use one 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 the 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

Anthem Blue Cross Select HMO

Anthem Blue Cross Traditional HMO

Anthem Medicare Preferred PPO

PERS Gold/Platinum Basic (Included Health and Blue Shield)

PERS Gold/Platinum Supplement to Medicare (Blue Shield)

Blue Shield Access + HMO

Blue Shield Trio HMO

Blue Shield Medicare PPO

Shield Concierge: (800) 334-5847
Medicare: (888) 802-4599

• 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.

Health Net Salud y Mas HMO

Kaiser Permanente

Kaiser Permanente Senior Advantage

Kaiser Permanente Senior Advantage Summit

Customer Service and Advice Nurse:

• Northern California: (866) 454-8855
• Southern California: (833) 574-2273

Mail Order Pharmacy: (866) 206-2983

Website: Kaiser Permanente

• Displaced members who are outside of any Kaiser Permanente service area, can have their prescription transferred to a non-Kaiser Permanente pharmacy and can request reimbursement for the amount paid above their normal co-pay.
• Members can have their mail-order delivery service changed to the address they have been relocated to by going online at kp.org/refill or by calling 1-866-206-2983.
• 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 Northern CA or Southern CA numbers above 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.

UnitedHealthcare SignatureValue Alliance

UHC SignatureValue Harmony

• 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.

• 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.