June 26, 2024
Support for Wellcare members impacted by the winter storms
In the winter of 2024, a series of winter storms struck the state of California threatening life and safety, public and private property and structures, and other critical infrastructure. These winter storms also caused damage to roads and highways across multiple counties, which include Glenn, Del Norte, Humboldt, Los Angeles, Marin, Napa, Santa Clara, Solano and Trinity counties.
On June 21, 2024, Governor Gavin Newsom, declared a state of emergency in an effort to support recovery in these counties. Wellcare is providing assistance to members in the counties affected by the winter storms.
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 winter storms are able to continue providing care for members’ medical needs.
Participating providers may call the Provider Services Center using the contact information in the right-hand column of this page 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 winter storms will be extended. Providers may contact the Provider Services Center using by phone at 1-866-999-3945 or through the provider website at provider.wellcare.com/California 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 counties whose medication was lost in a storm 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 1-866-999-3945 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 1-866-999-3945 for questions or assistance.
Coping assistance
Wellcare members who lost their homes or have been evacuated due to the winter storms may contact 1-866-999-3945 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 winter storms.
Additional information
Depending on how the winter storm damage repair 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 1-866-999-3945 or through the provider website at provider.wellcare.com/California.
