Disaster Declarations and Public Health Emergencies: Member Support

At the ready for you and yours

We understand how devastating it can be when a natural disaster hits. If this happens to you or your community, you have the support of Baylor Scott & White Health Plan. We're here to provide the help you need, whether that's working with local hospital systems, pharmacies or other providers to ensure you receive the care and medications you need as quickly as possible.

Care and coverage support

If you're a member in an impacted county, contact Baylor Scott & White Health Plan's Customer Service Team or call the number on the back of your ID card for assistance accessing care and medical services.

Case Management Assistance

If you have a medical issue or concern, please reach out to our Case Management Team by calling the number on the back of ID card or emailing CaseManagement@BSWHealth.org. Our team of qualified experts will quickly direct you to the right type of care.

Support for those impacted

Baylor Scott & White Health Plan is dedicated to maintain access to benefits (as applicable), access to and continuity of quality healthcare services and medications for members affected by a declaration of emergency or disaster by Governor or an announcement of a Public Health Emergency (PHE) by the Secretary of Health and Human Services (HHS) resulting in disruption to access of healthcare. Plan enacts the following special requirements for members impacted by disruption to access of healthcare:

• Allow medically necessary services and medications to be furnished/filled by non-contracted providers/pharmacies, if members are unable to access covered services or medications from network providers/pharmacies
• Waive referral requirements, where applicable
• Allow medical claims filed from out-of-network providers to pay at the in-network member cost share
• Transfer or suspend prior authorization requirements
• Follow appropriate guidance to lift refill-too-soon edits, as applicable

Members who have questions about their services should call the toll-free phone number on the back of their ID card. We will work with you to ensure you're covered during the duration of the emergency or disaster. Please notify us immediately if your Access to care was impacted by a disaster or PHE.

*Some of the above benefit adjustments may not apply to commercial self-funded group members.

More information

• Office of the Texas Governor Proclamations
• Federal Emergency Management Agency (FEMA)