COVID-19 Coronavirus Update

Independent Health’s top priority is to protect the health and well-being of all our members and the safety of our employees and their families.

Last Updated 3/29/21

COVID-19 Vaccine Information

Vaccine coverage
The vaccine is covered with no cost share.

For the most up-to-date information and details on the categories of individuals eligible to get the vaccine and to find out how and where you can get it, visit these websites from New York State:

Click here to see the categories of individuals currently eligible to receive the vaccine.
Visit am-i-eligible.covid19vaccine.health.ny.gov to check if you are eligible to get the vaccine

Or, call the COVID-19 Vaccination Hotline at 1-833-NYS-4VAX (1-833-697-4829), Monday through Sunday from 7 a.m. to 10 p.m.

Please note:

If you are an Independent Health Medicare Advantage member, you may have to provide your Medicare Number, which is located on your red, white and blue Medicare card. You can visit medicare.gov to learn more about your Medicare card.
If you are a member of other Independent Health plans, you may have to provide your Independent Health ID number, which is located on your Independent Health member ID card.

Vaccine safety
Public health experts, and federal and state governments recommend everyone to get the vaccine. The federal Centers for Disease Control and Prevention (CDC) website has information about vaccine safety and what to expect when getting it.

Other important vaccine facts

COVID-19 vaccination is especially important for people with underlying health problems like heart disease, lung disease, diabetes, and obesity. People with these conditions are more likely to get very sick from COVID-19. Please consult with your health care provider if you have specific questions about the COVID vaccine and your health.
Neither of the COVID-19 vaccines that are currently available can cause you to get the disease. For example, the first vaccine approved by the Food and Drug Administration (FDA) uses a small, harmless part of the virus’s genetic material called “mRNA”. This is not the virus. mRNA vaccines teach your body to create virus proteins. Your immune system develops antibodies against these proteins that will help you fight the virus that causes COVID-19 if you are exposed to it. That is called an immune response.
The Centers for Disease Control and Prevention (CDC) recommends that you get vaccinated even if you have already had COVID-19 because you can catch it more than once.
While you may have some short-term antibody protection after recovering from COVID-19, researchers still do not yet know how long immunity after vaccination lasts. That’s why continuing prevention practices like wearing a mask, washing your hands regularly and social distancing will still be important.

Information about COVID-19 Testing

Questions about the types of Covid-19 tests and when to get tested?

This short video explains the differences between diagnostic and antibody tests, the types of tests available and what to do when you have your result.

This section includes information about coverage and non-coverage for Covid-19 testing, when:

You or your health care provider decide you need a diagnostic test (covered)
You have a surgery or medical procedure and need a pre-surgical Covid-19 test (covered)
You are tested for public health surveillance or as required by your employer or schools. (not covered)

Please see below for important details.

Coverage for diagnostic testing
If you or your healthcare provider believes you are infected with the Covid-19 virus, this is a diagnostic test and covered with no cost share. Diagnostic tests show whether a person has the Covid-19 virus and the possibility of infecting others.

We strongly encourage our members to contact their primary care doctor to help them decide if they need diagnostic test.

Members of our State products (MediSource, Essential Plan, Child Health Plus) must use participating in-network provider for these services. (These products follow specific coverage guidelines).

Members of our self-funded plans should contact us at (716) 631-2661 or 1-800-257-2753 for specific information about how their plans cover testing. The back of your member ID card indicates “Medical benefits administered by Nova.”

Where to get tested for diagnostic purposes

Contact your primary care provider’s office first.
You may get tested at a New York State or county testing site, or urgent care center. Some doctor’s offices, certain pharmacies and all hospitals which participate with Independent Health also offer diagnostic tests.

When Covid-19 Testing is not covered:
Independent Health does not cover Covid-19 testing for screening purposes. Below are examples when Covid-19 tests are not covered:

Screening test required by an employer
Screening test required to attend school (both students and staff)
Public health surveillance
To attend events such as weddings, sports games, concerts and other entertainment

To get a test for these types of reasons above, you may make an appointment for one of the New York State testing sites, or contact your county’s health department.

This policy is consistent with other plans across New York.

Coverage for Antibody Testing
Antibody testing with an order or prescription from your health care provider is covered. (While CMS regulations do not require a provider’s order for Medicare Advantage members, we encourage providers to discuss the benefit of the test with those members.)

Coverage for Treatment and Telehealth

Treatment:

Independent Health covers all services and treatment for our members with no member cost share, including in-person, telehealth, urgent care center, outpatient hospital or emergency room visits when the primary purpose of the visit is COVID-19 testing, diagnosis and treatment.
This coverage applies until further notice to all fully insured commercial plans (including HSA-qualified high deductible health plans), Medicare Advantage, State Products and Individual plan members.
Coverage for self-funded employer plans varies by employer group. Members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost. The back of your member ID card indicates “Medical benefits administered by Nova.”
Care received when ordered by a health care provider as part of a COVID-19 treatment plan.

Telehealth and telemedicine

To encourage social distancing and help reduce the risk of spreading this virus, Independent Health will cover any in-network telehealth/telemedicine services, whether or not COVID-19 related.
There will be $0 copay or cost-sharing* for members for these services. Medicare Members are responsible for the cost share associated with ancillary services (e.g. dietitians).
Members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost.

Teladoc

We encourage members to contact their primary care physician for their medical needs, but we also know this isn’t always possible. When you can’t reach your primary care physician, Teladoc* allows members to talk with a doctor anytime, anywhere by phone, mobile app or online 24 hours a day, 7 days a week.
We will waive the cost share for Teladoc services during the COVID-19 outbreak for our members’ ease and convenience. Learn more about Teladoc including how to get started.
Teladoc is not available to MediSource, MediSource Connect, Essential Plan and Child Health Plus members. Additionally, members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on Teladoc benefits and the cost.

Common Questions

With the uncertainty everyone is facing, we know our members have many questions. We want you to rest assured that Independent Health’s coverage will be there for you when you need it.

No, health care providers must not charge health plan members for the providers’ use of these supplies (known as Personal Protective Equipment, or PPE). Any provider that has charged their patients fees to cover the cost of PPE must refund those patients in full.

If your provider charged you for those supplies, please contact Independent Health’s member services department using the number on the back of your ID card.

Independent Health will cover the following services with no member cost share for our commercial group and individual plans (including HSA-qualified high deductible health plans), Medicare Advantage and State programs until further notice:

Care received when ordered by a health care provider as part of a COVID-19 treatment plan.
Independent Health covers all laboratory testing and services related to the diagnosis of COVID-19 with no member cost share.
- Members of our State products (MediSource, Essential Plan, Child Health Plus) must use participating in-network provider for these services. (These products follow specific coverage guidelines).
- However, testing is not covered if ordered or required by a third party, such as: government/public agency to determine community spread, or by an employer for return-to-work or weekly testing, or for school or camp purposes. If you are seeking testing for reasons which are not related to diagnosis and treatment, please discuss your options with the person or organization (e.g. employer, school) asking you to be tested. Government-run sites do not require insurance and may be available to you. However, these sites may prioritize testing resources to those most in need, including but not limited to those with active symptoms, essential workers, or those contact traced and under quarantine. (Self-funded coverage may vary by plan).
Independent Health covers all services and treatment for our members with no member cost share, including in-person, telehealth, urgent care center, outpatient hospital or emergency room visits when the primary purpose of the visit is COVID-19 testing, diagnosis and treatment.
This coverage applies until further notice to all fully insured commercial plans (including HSA-qualified high deductible health plans), Medicare Advantage, State Products and Individual plan members.
- Coverage for self-funded employer plans varies by employer group. Members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost. The back of your member ID card indicates “Medical benefits administered by Nova.”
Antibody testing with an order or prescription from a primary care provider. (While CMS regulations do not require a provider’s order for Medicare Advantage members, we encourage providers to discuss the benefit of the test with those members.)

Telehealth and Telemedicine: To encourage social distancing and help reduce the risk of spreading this virus, Independent Health will cover any in-network telehealth/telemedicine services, whether or not COVID-19 related. There will be $0 copay or cost-sharing* for members for these services.

*Medicare Members are responsible for the cost share associated with ancillary services (e.g. dietitians). Members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost.

Teladoc^®: Although we encourage our members to contact their primary care physician for their medical needs, we realize this isn’t always possible. So, when you can’t reach your primary care physician, Independent Health’s telemedicine benefit is provided through Teladoc* allows you to talk with a doctor anytime, anywhere by phone, mobile app or online 24 hours a day, 7 days a week. We will waive the cost share for Teladoc services during the COVID-19 outbreak for our members’ ease and convenience. Learn more about Teladoc including how to get started.

*Teladoc is not available to MediSource, MediSource Connect, Essential Plan and Child Health Plus members. Additionally, members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information on Teladoc benefits and the cost.

If you seek treatment for a health issue, illness or injury that is unrelated to COVID-19, you will be responsible for paying the standard copays or coinsurance per your current benefits.

Due to the emergency declaration, Medicare Advantage members may obtain care from out-of-network providers at the in-network cost sharing. For more information, see the page called “Getting care during a disaster.”

At this time, antibody testing is covered with no cost-share if the test is determined to be medically appropriate and ordered by your healthcare provider.

If you are Medicare Advantage member, you do not need an order from your provider but we encourage to speak with your provider about the benefits of testing

If you are a member of State Program or Product (MediSource, Child Health Plus, or Essential Plan): If you are enrolled in a State Program with Independent Health, we strongly encourage you to work with your primary care provider or other healthcare providers who participate with Independent Health to help decide and arrange COVID-19 virus or antibody testing. If it is not an emergency, you have to get your services from in-network providers. Working with in-network providers will help ensure you are not billed in error by providers that do not participate with Independent Health.

If you are a member of a self-funded group: Members who are Self-Funded through your employer should contact us at (716) 631-2661 or 1-800-257-2753 for more information about this coverage. The back of your member ID card indicates “Medical benefits administered by Nova.”

What you need to know about antibody tests
Antibody tests look for past infection with the coronavirus that causes COVID-19. After someone has been infected with the coronavirus, their body usually produces antibodies in response to the infection. Antibodies are proteins that help fight off infections.

Depending on when someone was infected and the timing of the antibody test, the test may not find antibodies in someone’s blood with a current COVID-19 infection, because it can take one to three weeks for antibodies to appear after symptoms occur. This means a person infected with COVID-19 may not yet have developed antibodies, leading to a negative test result.

The CDC has advised that antibody tests should not be used to diagnose an active COVID-19 infection. In addition, medical experts do not know yet if having antibodies to the virus can protect someone from getting infected with the virus again, or how long that protection might last. For these reasons, it is important that you discuss with your primary care provider the value of antibody testing. If your primary care provider orders antibody testing for you, you should be sure to follow up with your provider to discuss your test results and what they may mean.

The lab that conducts the test is required to tell you:

If the test has not been reviewed by the Food and Drug Administration.
False negative results can occur. You could have infection not detected by the test.
False positive results can occur. Positive results may be due to past or present infection with non-COVID-19 coronavirus strains such as the common “cold.”
Results from antibody testing should not be used as the sole basis to diagnose or exclude COVID-19 infection, or to inform infection status.

Independent Health does not cover COVID-19 testing when it is required for returning to school, for public health surveillance, or for any other purpose not intended to diagnose or treat an individual. Free testing is available to the public through the New York State Department of Health and each county’s health department.

You must check with your health care provider to determine if the test is medically appropriate.

Many physician practices have been working to set up telehealth capabilities so they can treat their patients through remote technologies in lieu of a patient visit. The availability of telehealth services varies by physician practice. These services can include consultation by phone, email, online portal or video.

At this time, we have removed the member cost share* for any in-network telehealth services, even if it’s not COVID-19 related. We have expanded this coverage to encourage social distancing and help reduce the risk of spreading this virus. You should check with your doctor’s office to see if it provides telehealth services. Each practice may have their own way of scheduling and conducting these types of services.

If your doctor does not offer telehealth services or you are having difficulty reaching your doctor due to increased call volume, you may be able to use our telemedicine benefit through Teladoc*, which allows you to talk with a doctor anytime, anywhere by phone, mobile app or online 24 hours a day, 7 days a week. We have waived the member cost share for Teladoc services during the COVID-19 outbreak for your ease and convenience. For more information, click here.

In addition, we offer a 24-Hour Medical Help Line, which allows our members to speak with an experienced registered nurse to get answers to questions. The nurses can help members learn more about the treatment and procedure options available for different health problems and diseases. The phone number for the 24-Hour Medical Help Line can be found on the back of your Independent Health member ID card.

Now, more than ever, it is very important to have a primary care physician. A primary care physician (PCP) can properly coordinate your care and serve as the central source for information and guidance on all matters of your health and well-being – even if you’re healthy.

Not sure how to choose the right PCP for you? We can help. Contact Member Services by phone or e-mail.

In the meantime, you may be able to use our telemedicine benefit through Teladoc*, which allows you to talk with a doctor anytime, anywhere by phone, mobile app or online 24 hours a day, 7 days a week. For more information, click here.

If you are thinking of going straight to a facility or hospital for care, we encourage you to call ahead and discuss your concerns with their staff first.

Yes, we will provide access to members with pharmacy benefits who need their medications, including medication alternatives and early refills. Members can contact their pharmacy directly for assistance.

Some local pharmacies offer prescription delivery. We encourage you to contact your preferred pharmacy to see if home delivery is available. We currently offer mail-order for maintenance medications through ProAct and Wegmans Mail Order Pharmacy Services. If you are interested in learning more or registering for mail-order service, you can view details here.

We are prepared to continue to provide access to members with pharmacy benefits who need their medications, including medication alternatives, in the event of a medication shortage.

If you are experiencing any COVID-19 symptoms, call your primary care physician (PCP). Make sure you tell your PCP if you have been in close contact with a person known to have COVID-19. If you do not have a PCP and are thinking of going straight to a facility or hospital for care, we encourage you to call ahead and discuss your concerns with their staff first.

We understand this is a very difficult and uncertain time for all of us. If you are currently facing financial challenges, we will not terminate your coverage at this time. Contact us to work with you to develop a plan to help you pay your premiums so that your coverage will remain uninterrupted.

Independent Health has a limited supply of face coverings available for our members. Please contact Member Services to see if there are any available. Also, there are many online retailers selling face coverings, and the CDC website has information on how to make your own.

Yes, as long as your plan* includes this benefit. At this time, the meal vendor will have the option of providing you with in-home delivery or the frozen meal option only. When the meal vendor contacts you to confirm and schedule your delivery of the meals, they will provide you with the method in which the meals will be delivered. If you select "in-home delivery" but it is not possible, you will be notified that your only option is frozen delivery. Your meals will then be delivered to you together and arrive in one delivery by a postal carrier.

*Benefit included as part of Independent Health’s Medicare Basic and Assure Advantage plans.

No, unfortunately we cannot cover these items for you.

Western New Yorkers who are shopping for a Medicare plan can make an appointment to meet in person with an Independent Health Medicare RedShirt at one of the following Medicare Information Center locations:

Cheektowaga/Depew: 620 Dick Road
Orchard Park: 3225 Southwestern Blvd
Tonawanda: 746 Young Street
Williamsville: 150 Tech Drive (Independent Health Family Branch YMCA)

Please note: For the safety of our guests and RedShirts, we are requiring everyone to have an appointment in order to visit our Medicare Information Centers, and masks must be worn at all times. No walk-in visits will be allowed. Safety and sanitation protocols, as well as capacity limitations, will be enforced at each site.

If you are retiring soon or turning age 65, go to our Find a RedShirt page to learn how you can schedule an appointment to visit one of our Medicare Information Centers. At this time, customer servicing representatives are not present at any of these sites.

All other Independent Health buildings and locations currently remain closed to the public, including our Servicing Center and Medicare Information Center in Lakewood.

If you have questions about your Medicare Advantage plan, our RedShirts are available by phone, Monday through Friday from 8 a.m. to 8 p.m. Please call the number listed on your Member ID card. Or, you may visit our Contact Us page for additional numbers.

If you need to make a payment, you may do so online. Here’s the page to set up a monthly payment schedule, or to make a one-time payment.

Wellness Resources

We know that things are challenging and uncertain with the COVID-19 Coronavirus. Independent Health has identified some resources that may be helpful to you as you navigate this new normal.

Brook
Your personal health companion app – supporting your daily health decisions with trusted expertise.

Foodsmart
Eating well has never been simpler with instant personalized meal plans, digital grocery lists, nutrition guidance and more.

Community Events
Check out some of the ways we are working with our partners to help the Western New York community stay active and connected during this unprecedented situation.

Work Out At Home Videos
A series of instructional videos on health and fitness topics to show how exercising at home can be both easy and fun to do.

Wellness Interviews
Listen to interviews with Independent Health Representatives on the WECK Radio morning show, discussing important and helpful ways to manage your health.

Community Services

Looking for additional information? These local resources may help.

Crisis Services Hotlines

Erie County Senior Services

WNY Childcare Resource Network

NYS Coronavirus Emotional Support Line

Stay Informed

We encourage all members to create their own Independent Health member accounts in order to review their benefits and have access to key details related to their plan.