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UnitedHealthcare is taking action to ensure customers and members are supported during the wildfire crisis. The information below applies to affected individuals enrolled in fully insured health plans with effective dates as noted and includes help for the broader community.
Response period: Jan. 7 through Jan. 21
Impacted counties: Los Angeles, Ventura
Optum emotional support line: Optum Leadership agrees to communicate the availability of the Optum emotional support line for the impacted communities.
- Pharmacy overrides: Exception-based early refills
All UnitedHealthcare members
Affected members can call the customer care number on their ID card if they need additional assistance.
UnitedHealthcare app: People enrolled in employer-sponsored and individual health plans who have a smartphone can download the UnitedHealthcare app (at no additional cost), which enables them to access their ID card, review and manage prescription medications, locate nearby network care providers and facilities, view account information and more. The app also enables eligible plan participants to directly schedule and conduct a Virtual Visit with a clinician* and arrange a callback from a UnitedHealthcare customer service advocate.** The app is available now for download for Android™ and Apple® devices to people enrolled in UnitedHealthcare health benefit plans.
*Additional out-of-pocket costs may be required for telemedicine services, depending on the plan and any applicable state requirements.
**Most UnitedHealthcare employer-sponsored plan participants have access to the callback feature.
Help for broader community
Optum is offering a free emotional-support help line to affected individuals. The toll-free number, 866-447-3573, is available Monday through Friday, 9 a.m. to 9 p.m. ET. The service is free of charge and open to anyone, including individuals who are not UnitedHealthcare members. Callers may also receive referrals to community resources.
Public support line
Optum has opened a public support line for two calendar weeks as noted above. This support line can be utilized by the public for emotional and/or practical support and is completely confidential.
Additionally, members can go to optumwellbeing.com – a public-facing website with helpful resources for both crisis and non-crisis support. From that site, scroll through various article topics all focused on what members may be experiencing during a natural disaster to find the right resources.
- Impacted members are encouraged to use the public support line – 866-447-3573– which is open for two calendar weeks after each reported event and is completely confidential. While anyone can use this public line, clients are encouraged to promote their specific vendor’s EAP phone number.
- comis a public website that all employees can access to find resources to help navigate difficult situations.