What to do during a Disaster or Emergency

TotalCare will make sure that members affected by a federal, state or county emergency can still get covered services, even if local health care is disrupted.

We take extra steps to support you by:

• Giving more time for prior authorizations, pre-certification and referrals.
• Extending deadlines to file a grievance or ask for an appeal.
• Helping transfer or coordinate care, including with out-of-network providers if your usual providers are unavailable or you’ve been displaced.
• Letting out-of-network providers give you care at in-network cost-sharing, including replacing lost medical equipment or supplies.
• Helping with lost ID cards, prescription refills, access to care and support after evacuation or displacement.

Call Member Services at 833-530-9015 (TTY: 800-735-2929 (Dial 711)) with any questions.

As a TotalCare member, you often see providers in our network. During a disaster, you may need care from a provider who is not in our network. We allow this so you can still get the care you need.

If you can’t see your provider or go to your pharmacy, we can help you find other options nearby.

Here’s what you can do:

• Use our online Provider Directory to find providers.
• Call Member Services at 833-530-9015 (TTY: 800-735-2929 (Dial 711)).
• If you need non-emergency transportation (NEMT), call TotalCare at 800-700-3874, ext. 5640 (TTY: 711), Monday through Friday from 9 a.m. to 12 p.m. and 1 to 4 p.m., at least 5 business days before your appointment.
• If you need non-medical transportation (NMT), call TotalCare at 800-700-3874, ext. 5577 (TTY: 711), Monday through Saturday from 8 a.m. to 7 p.m., at least 5 to 7 business days before your appointment.

You should also contact TotalCare Member Services if you:

• Lose your TotalCare Member ID card or your Beneficiary Identification Card (BIC).
• Need help with prescription drug refills.
• Need assistance if you had to evacuate or had to move.

If you have a medical emergency, call 911 or go to the nearest emergency room.

For health questions, call your doctor. You can also call the Nurse Advice Line anytime, 24 hours a day, seven days a week. A registered nurse can answer your questions and can connect you to a doctor or other provider. The Nurse Advice Line can be reached at 844-971-8907. For the Hearing or Speech Assistance Line, dial (TTY: 711).

Non–Emergency Services: Call Member Services for help with non-life-threatening issues.

During an emergency, you may be able to get your medicine early to make sure you don't run out.

Call your pharmacy about your prescriptions.

For TotalCare members:

Find a pharmacy with MedImpact

• Call 800-347-5841
• Search online at thealliance.health/totalcare/pharmacy-directory-search. We recommend calling your pharmacy to confirm.

If you can't reach your provider during an emergency, here's what to do:

• Go to a hospital.
• Visit a local community resource center.
• Call 911 for urgent medical needs.

If you need help, call Member Services at 833-530-9015 (TTY: 800-735-2929 (Dial 711)).

Make sure your address and phone number are up to date with TotalCare. This helps us contact you about benefits, services and any important updates. If we have your cell phone number, we may send you text messages, unless you have opted out.

• To opt back in to receive text messages, text START to 59849.
• For help, text HELP to 59849.
• Or call TotalCare Member Services.

We will also post updates on the Alliance website if there is an emergency declaration.

You can update your contact information online or by calling Member Services.