Aetna / Silverscript

As you may have seen, medical experts are encouraging “social distancing” as a way to reduce the number of individuals who become ill. We believe that it is important for us as a healthcare company to commit to this approach.

As a result, all Aetna Senior Supplemental Insurance associates who are able to work from home will do so effective March 12, 2020 until further notice. We will evaluate this policy on a weekly basis until the COVID-19 threat diminishes. While most of our associates will not be at the office, we are committed to servicing your needs and expect minimal disruption.

While we will continue to accept paper applications and phone calls, we encourage you to use all of the electronic resources available to you on aetnaseniorproducts.com during this time for faster service. 

On March 9, 2020, CVS Health announced additional COVID-19 resources to increase patient access to medications.

  • Beginning immediately, CVS Pharmacy will waive charges for home delivery of prescription medications, which will help patients avoid visiting their local CVS Pharmacy for refills or new prescriptions.
  • Aetna will offer 90-day maintenance medication prescriptions for insured and Medicare members.
  • CVS Caremark is working with all PBM clients to waive early refill limits on 30-day maintenance medications.

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UnitedHealthcare is waiving member cost-sharing for the treatment of COVID-19 through May 31, 2020. This policy applies to Medicare Advantage and Medicaid plans

Optum, part of UnitedHealth Group, has opened its Emotional-Support Help Line. Professionally trained, mental health staff are available to provide support to people who may be suffering from fear or stress as a result of COVID-19. Optum’s Emotional-Support Help Line number is 866-342-6892 and is open 24 hours a day, seven days a week.

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Mutual of Omaha

Mutual of Omaha remains committed to providing superior service to our policyholders and we are taking active steps to prevent any interruption in our business processes.

  • If clients have any questions regarding their insurance policy, they are encouraged to access their account from home 24/7 using the online portal, Customer Access, or our automated phone system (800-775-6000) to view policy information, update payment/billing information and more.
  • Please note that out of an abundance of caution, Mutual of Omaha is practicing social distancing and has asked all associates who are able, to work from home. We appreciate your patience and understanding as we take steps to protect the health and safety of our associates and ensure uninterrupted service to our customers.
  • As additional information for our Medicare supplement customers, please be advised of the following:
    • Should your doctor or medical provider determine you need to be tested, your Medicare Part B (Medical Insurance) will cover the test. To learn more, visit Medicare.gov.
    • Your Medicare supplement plan covers foreign travel emergency (up to plan limits); the plan is the same as stated in your policy.
    • Be assured that we continue to pay claims without disruption, which allows you to remain focused on your health.

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Effective immediately, we are waiving the out-of-pocket costs associated with COVID-19 testing and increasing the availability of telemedicine options to reduce additional exposure. We are also implementing some important actions such as early refills of prescription medicines and connecting people with a reassuring voice on the phone.

Humana will waive out-of-pocket costs associated with testing for COVID-19 for patients who meet CDC guidelines at approved laboratory locations. This will apply to Humana’s Medicare Advantage, Medicaid and commercial employer-sponsored plans.

Humana has trained a specialized group of call center employees to help support members with specific coronavirus questions and concerns, including a live assistance with telemedicine. Members can call Humana’s toll-free customer support line, which can be found on the back of their member ID card, to be connected to this dedicated team of professionals.




Cigna Customers will have access to coronavirus (COVID-19) testing, as prescribed by health practitioners, and the company will waive all co-pays or cost-shares to help fight the rapid spread of the virus in the U.S. and for its globally mobile customers.

Recognizing that health outbreaks can increase feelings of stress, anxiety, and sleeplessness and in come cases, loss, Cigna is also staffing a second phone line for customers, This 24-hour toll-free telephone help line will connect customers and caregivers directly with qualified clinicians who can provide support and guidance on coping and resiliency.

To mitigate exposure risks, customers are reminded that tele-health options are available for seeking on-demand medical attention, as appropriate. To access tele-health options, visit micigna.com and select the Connect Now button on the home page to talk with a doctor or nurse any time day or night.”




If your doctor orders a coronavirus test, your Anthem Blue Cross Life and Health Insurance Company (Anthem) health plan will cover the cost for the test and the doctor visit, and you won’t have any cost sharing for it. Anthem is waiving these costs for all Medicare plans.

Some Anthem health plans include LiveHealth Online, It lets you see a doctor through a live video chat on your phone, tablet, or computer. If your plan offers LiveHealth Online, just log in at anthem.com/ca to use it. If you’re not sure whether your plan offers it, call us at the Member Services number on your ID. If it doesn’t, we can talk about your options.



Telephonic MAPD Marketing Presentation

Due to the current state of COVID-19 as of 3/16/2019, WellCare will allow agents to conduct telephonic MAPD sales appointments with beneficiaries!

Remember, when conducting telephonic MAPD marketing presentations to Medicare prospects seeking only MAPD information; all current CMS Medicare Marketing Guidelines, WellCare policies, etc. must be followed.


MAPD Telephonic Marketing Presentation Dos and Don’ts

After all CMS requirements are met including consent-to-contact and SOA, an agent may proceed with a telephonic MAPD marketing presentation and assist with a formulary/physician searches.

If the prospect agrees to enroll, the agent MAY:

  • Provide PURL information to the prospect; or
  • Send paper application (and all required documents) to be completed by the prospect

If the prospect agrees to enroll, the agent MAY NOT conduct telephonic enrollments on behalf of the prospect

Helping Members Feel Supported

With so many things changing, it is important that our members know they are supported. We are here to help members manager their conditions and stay healthy.


  • Members can fill prescriptions early, if needed.
  • Many pharmacies are offering free local delivery. If a member’s pharmacy isn’t offering free local delivery, they should consider CVS mail order or another local pharmacy (of the members’ choice).
  • Convert medications to 90-day supply home delivery.
  • This process can take time, will generally require providers to be involved, and requires time for mail delivery.
  • There are two ways to set up 90-day supply home delivery: visit the CVS website www.Caremark.com or call 1-866-808-7471 TTY: 711

Food & Basic Essentials

When in need, we are here to help and connect members to our Community Connections Help Line, who help members find local resources. The Community Connections Line is 1-866-775-2192, TTY: 1-855-628-7552. Please understand, this service is experiencing higher than usual call volumes and higher demand on all supplies. We will continue to work with our members to meet their needs as best as possible.

When to Call a Doctor

If your member thinks he/she has been exposed to COVID-19 and develop a fever and symptoms, such as cough or difficulty breathing, advise them to call their healthcare provider for medical advice.

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