September 11, 2024
Support for Wellcare members impacted by the fire
On September 7, 2024, Governor Gavin Newsom declared a state of emergency in San Bernardino County in response to the Line Fire which began burning on September 5, 2024, and has since burned over 7,000 acres. It has prompted evacuation orders and road closures, and continues to threaten structures, homes, critical infrastructure, endangered species, watersheds, and cultural and heritage resources. The continued high temperatures throughout the days and nights, dry conditions, and strong winds have increased the intensity and spread of the fire, causing imminent threat to life, with an Excessive Heat Warning in effect in San Bernardino County. Wellcare is providing assistance to members in San Bernardino County affected by the fire.
We want to help ensure that members who have been impacted, because they or their usual health care providers have been temporarily displaced, have continued access to health care services and prescriptions during the state of emergency.
Here is what you need to know.
Prior authorization, precertification and referrals
Wellcare is taking steps to ensure that participating providers in areas affected by the fire are able to continue providing care for members’ medical needs.
Participating providers may call the Provider Services Center at 866-999-3945 for guidance on:
- Shortening time limits for health care service plans to approve prior authorization, precertification, or referrals, and extending the time that prior authorizations, precertification, and referrals for treatment remain valid.
- Approving out-of-network services in the event a contracting provider or facility becomes unavailable.
- Authorization for the replacement of medical equipment or supplies.
Filing claims
The deadline to file claims for providers impacted by the fire will be extended. Providers may contact the Provider Services Center at 866-999-3945 for additional guidance on claims extension time frames.
Prescription information
Wellcare will approve any essential prescription medications (with current copayments and deductibles) for any member in San Bernardino County whose medication was lost in the fire or remained behind during an evacuation. Wellcare will also suspend prescription refill limitations and allow an impacted enrollee to refill their prescriptions at an out-of-network pharmacy. Providers should inform their patients that to obtain an emergency supply, affected members can return to the pharmacy where the original prescription was filled. If the pharmacy is not open due to the state of emergency, affected members can contact Wellcare at 866-999-3945 for questions or assistance.
Member insurance cards and health care information
Members whose insurance cards have been lost or left behind due to the state of emergency and members who have health care questions during the state of emergency can contact Wellcare at 866-999-3945 for questions or assistance.
Coping assistance
Wellcare members who lost their homes or have been evacuated due to the fire may contact 866-999-3945 for referrals to mental health counselors, local resources or telephonic consultations to help them cope with stress, grief, loss or other trauma resulting from the fire .
Additional information
Depending on how the fire progresses, Wellcare may make additional changes to its policies as needed to ensure members have access to necessary health care services.
If you have questions regarding the information contained in this update, contact the Provider Services Center by phone at 866-999-3945 or through the provider website at provider.wellcare.com/california.
