As catastrophic events continue to impact Public Agencies throughout California, PRISM and our Carrier Partners want to make sure our Member entities and any displaced employees know how to obtain support and assistance with their employee benefit needs during displacement or crisis. While the information below comes from the carriers who partner with the PRISMHealth and Employee Benefits programs, it applies to all subscribers of these carriers, regardless of their participation in the PRISM specific Employee Benefit programs.

For guidance, please contact your Alliant Service Team or a member of the PRISM Employee Benefits Staff—we are all here to assist in any way possible.

Anthem

  • Members who need immediate, but non-emergency, assistance should call the customer service phone number on their Anthem card or (833) 285-4030.
  • Anthem has relaxed time limits for prior authorization, pre-certification and referral requirements. In addition, they have extended filing deadlines for claims.
  • Our mental health hotline is open 24/7. Call 800-765-4446 if you need support. There’s no cost to you.
  • Anthem health plan members who have been impacted can access Anthem’s Employee Assistance Program (EAP) which provides support services to help with stressful situations and financial or legal concerns. These services will be offered at no cost and are available 24/7 at (877) 208-8240.

Members enrolled in Anthem EAP continue to have 24/7 access to support, resources, counseling and information including:

  • Telephonic support and counseling referrals with access to a local counselor if meeting with someone in person is recommended.
  • Locating hotels or apartments, new child care arrangements, and emergency shelters for employees and/or their pets.
  • A library of grief, loss and coping articles, as well as self-help tools.
  • California wildfires updates and important resource information on the website

Anthem EAP Wildfire Resource Guide

Anthem EAP Disaster flier

Services are accessed by calling Anthem EAP at (833) 954-1067, or logging into the website at Anthemeap.com and using code “PRISM”.

Blue Shield of California

How to access the care you need as a member of Blue Shield of California:

Care Management

  • Are you enrolled in a care and disease management program? If you need to evacuate, contact your case manager or call the number on your Blue Shield member ID card to ensure your care isn’t interrupted.

Virtual Care

  • Virtual care is available anytime, anywhere. It’s included with most Blue Shield plans.
    • Teladoc connects you with a doctor by phone or video and is available 24 hours a day. Call 1-800-TELADOC (800-835-2362).
    • NurseHelp 24/7SM offers advice from a registered nurse at any time.
      Call (877) 304-0504 (TTY: 711).
    • Please visit blueshieldca.com and login to your online account to view your plan details.

Mental Health

  • You can access resources such as counseling by calling the phone number on your Blue Shield member ID card.

Vision Plans

  • Vision plan members in an affected area can get replacement contacts or frames. If needed, you can use out-of-network providers at in-network costs. For help, call (877) 601-9083 (TTY: 711) Monday through Saturday, 5:00 a.m. to 8:00 p.m. PST and Sunday 8:00 a.m. to 5:00 p.m. PST.

Displacement

  • If you have been displaced, you may seek care through an out-of-network provider at in-network benefit levels. You may also replace medical equipment and supplies if needed.

Accessing Member ID Cards

  • Lost your Blue Shield ID card? You can view it online by logging in to your online account and clicking on ID card. You can also access your digital ID card through the Blue Shield app. Just log in and select ID card.

More Information

  • For more information or help, please call Customer Service at the number on your Blue Shield ID card.
  • Commercial members: (888) 559-2650 (TTY: 711).

Navitus

Here is how Navitus is prepared to support PRISM employees with pharmacy benefits in natural disasters or other emergencies:

  • Call for immediate assistance: The first step members impacted by a natural disaster or an emergency should take is to call the 24-hour member services phone number on the back of their Navitus benefit card. This is a one-stop resource that provides real-time help by confirming benefits and providing guidance for how members can access medications and pharmacy services.
  • Emergency refills: Following a disaster declaration, Navitus may allow members to fill medications early to prepare for evacuation or to replace lost medication, ensuring continued access.
  • Pharmacy flexibility: Pharmacies also may submit claims indicating an ongoing emergency or disaster situation. This enables emergency refills for members, helping ensure access.
  • Alternative delivery: Navitus can help coordinate alternative medication delivery locations, including by shipping prescriptions to a temporary address for displaced members.
  • Ongoing assistance: Navitus supports members throughout and after a disaster or emergency, including with call-center assistance, replacing lost ID cards, updating addresses and ensuring benefits remain active while recovery efforts are underway.

Commercial: 855-847-1035

EGWP: 855-213-1106

Kaiser

Members can access any Kaiser Permanente facility if being displaced by the fires.

However, if members need to talk with someone to schedule an appointment or need advice, Kaiser Permanente members can contact our Appointment and Advice Call Center:

  • Northern California: 1 (866) 454-8855 (24 hours a day, 7 days a week)
  • Southern California: 1 (833) 574-2273 (24 hours a day, 7 days a week)

Members who need a prescription or refill can go to any open Kaiser Permanente pharmacy. If you would like your non-urgent prescriptions mailed to you, you can order them online at our refill page or call our pharmacy department. Please note, it may take 3-5 days to deliver your prescriptions via mail.

If there is no nearby Kaiser Permanente pharmacy or if other assistance is needed, members can call the Kaiser Permanente Pharmacy Call Center at:

  • Northern California: (888) 218-6245 (M-F 8am-7pm, Sat. 8am-6pm, Sun. 9am-6pm)
  • Southern California: (866) 206-2983 (M-F 8am-6pm)

To replace an ID card or for other Kaiser Permanente questions and concerns, members can call the main Member Services line at (800) 464-4000. Members should mention that they have been affected by the fires to ensure nothing is sent to their home address.

Kaiser behavioral health clinicians are also available to help members handle depression, anxiety, and any other emotional issues related to this situation. For assistance, members should contact their local Kaiser behavioral health department.

If a state of disaster or emergency in your geographic area is declared, Kaiser Permanente will make every effort to keep our facilities open to care for you. If there’s a disaster, we’ll post information about access to our facilities on kp.org. Please find the KP Disaster Planning Policy here: Disaster planning policy (kaiserpermanente.org)

 

Additional resources:

Dealing With Emergencies | Kaiser Permanente

Disasters and Other Public Health Threats | Kaiser Permanente

Learning About Getting Help With Food | Kaiser Permanente

9 must-haves for your emergency kit | Kaiser Permanente

Learning About Getting Help With Housing | Kaiser Permanente

 

Ameritas Dental

For plan information any time, members have a variety of ways to seek information regarding their dental benefits, finding network providers and information if a non-network is used. 

  • Visit ameritas.com and sign into your secure member account or download the Ameritas Benefits app available for iOS and Android. Log in with the same user ID and password you use for your secure member account.
    • Use the chat feature located in your secure member account to ask questions about your plan benefits or question about providers. 
  • Call the customer connections team for questions about claims, benefits available, and provider network questions:
    • group@ameritas.com I 800-487-5553 Monday - Thursday, 5 a.m. – 10 p.m., Friday, 5 a.m. - 4:30 p.m. (CST)

If you are unable to utilize your provider due to wildfire issues, please note:

  • Visit ameritas.com and select Find a Health Provider to find a new network dentist. 
  • Remember members can see any licensed dental provider.  Out-of-Network Claims are adjudicated like In-Network Claims. Ameritas does not require employees/members to pay their out-of-network expenses and then get reimbursed. 
  • Pretreatment approvals are never required, but pretreatment estimates are available as an optional way for a member to find out how a claim would be handled.

Delta Dental

  • During this time, Delta Dental of California and affiliates will do everything possible to ensure we continue to meet our enrollees’ dental health needs.
  • While dental care may not be top of mind for those affected by these devastating fires, enrollees and their family members may face dental emergencies or require ongoing dental treatment.
  • We’re here to help provide access to care and customer support during this difficult time. In addition, to providing access to care, we’re working to ensure the timely payment of claims and provide assistance in obtaining dental records if needed.
  • Enrollees with special situations, or with any other extenuating circumstances resulting from these wildfires may call their Delta Dental customer service center at 888-335-8227 for assistance. Enrollees should also contact customer service if a dentist is not available due to this emergency. You can find contact information and an online customer service form on our website.
  • Client groups and brokers should contact their Delta Dental account representatives for assistance.
  • Delta Dental will also continue to support assistance and recovery efforts through our partnership with the Red Cross Annual Disaster Giving Program, which helps ensure critical systems and supplies are ready before shelters open, volunteers arrive, or meals are served. Delta Dental will match every dollar donated through this site, doubling the impact of your generosity: https://www.redcross.org/donate/cm/deltadental-emp.html/.

EyeMed

  • EyeMed customer service department can be reached at (866) 939-3633.  When a catastrophic event occurs, a dedicated emergency toll-free line will be assigned for employees to call where a trained representative will guide them through next steps.
  • Employees impacted by natural disasters receive priority service through EyeMed Cares, which provides the following at no cost:
  • Employees in affected areas who are not EyeMed members, and need financial assistance to obtain eyewear, can contact OneSight for local support.

VSP

  • If you are impacted by a natural disaster or state of emergency and need to access vision care, find a doctor near you. If you are not able to visit a VSP in-network doctor in your area due to practices being closed and impacted by a natural disaster, please contact Member Services.

Member Services
800.877.7195 (TTY: 711)
Monday - Saturday 6 a.m. to 5 p.m.*, Pacific Time

*for Medicare members, call 855.492.9028 from 8 a.m. to 8 p.m. in all time zones.

  • If you are not a VSP member and are impacted by a natural disaster or state of emergency and need access to vision care, please contact the American Red Cross.

Concern Health (for Concern Health Members)

  • 24/7 access: Call (800) 344-4222 to speak to an intake specialist anytime. Employees may also log into the self-serve digital platform at login.concernhealth.com using the employer’s company code (listed on the benefit summary).
  • Counseling Services: Confidential counseling helps members build coping skills for real-world challenges. Sessions are available in-person, by phone, via webvideo, chat, or text.
  • Personal Coaching: Employees receive four free sessions with a certified coach to build healthier habits and achieve personal goals.  Ideal for stress, sleep, exercise, healthy eating, and managing overwhelm.
  • Parent Coaching:  Employees receive three free sessions with an experienced professional to build healthier, more fulfilling relationships with their children.
  • Immediate Support: Call (800) 344-4222 to speak with a mental health professional.
  • OurRelationship Online program. A confidential, self-guided or coach-guided program designed to improve communication, resolve conflict, and strengthen intimate relationships.
  • Childcare & Eldercare Assistance: Vetted specialists help employees find reliable childcare, eldercare, and dependent-care resources.
  • Financial Consultations: Certified money coaches provide up to two free 30-minute consultations per topic covering budgeting, debt management, retirement planning, and more.
  • Legal Consultations:  Employees receive a free 30-minute consultation on most legal issues, plus discounted fees when the attorney is engaged.
  • Identity Theft Support:  A Fraud Resolution Specialist provides a free 60-minute consultation to help restore identity and credit, along with a free ID Theft Response Kit.
  • Digital Self-Help Library: Curated articles, videos, and tools to support emotional wellbeing, skill-building, and self-guided learning.
  • West Coast Wildfires Newsletter - A preparedness guide outlining how to create and execute a wildfire disaster plan, along with steps to take after an event.

 

Resources available through PRISM Life and Disability Programs

PRISM’s life and disability carriers offer additional EAP services which provide 24/7 confidential emotional support with access to counselors, work-life solutions, legal guidance, and financial resources. 

  • Lincoln Financial Group – EmployeeConnect
    • Visit GuidanceResources.com or download the GuidanceNow mobile app
      • New User Register using LFGSupport and follow the prompts to create your username and password
    • Call (888) 628-4824
  • Voya (participants in PRISM Voya program only) – ComPsych® GuidanceResources® offers someone to talk to and resources to consult whenever and wherever you need them.
    • Visit GuidanceResources.com or download the GuidanceNow app
      • web ID MY5848i
        • Use first 5 characters of your employer (ie: City_ use space bar as appropriate) then select your employer name from drop down.
        • You will then be directed to create a Username and Password for a personalized and confidential experience.
    • Log on to connect directly with a GuidanceConsultantSM about your event or to consult other helpful tools and resources.  
    • Call (877) 533-2363
      • Group name PRISM and group number 316407

****Effective 7.1.26 this will be changing to ****

Employee Assistance Program resources are available to support you and your family with counseling, legal support and financial guidance. Licensed clinicians and care managers help you navigate life’s challenges, providing personalized solutions and connecting you to optimal resources anytime, anywhere.

Employee Assistance Program services are provided by TELUS and its affiliates.

Employee Assistance Program: Call (833) 303-3750 or (919) 341-7440
Online: one.telushealth.com
App: TELUS Health One
  • Username: PRISM
  • Password: PRISM

Additional Resources

Additional general resources are available to all Californians needing information and/or assistance during these uncertain times:

 
Please contact Sidney DiDomenico or Heather Evans in the PRISM Employee Benefits department with questions.