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 3/30/20

Independent Health: Here for Our Members

Helping you through difficult times has always been an important part of the RedShirt Treatment. What’s happening now with the Coronavirus Pandemic is no exception. As the situation continues to evolve, we will update this page regularly as new information becomes available.

Watch Dr. Fauci’s video on how to stay healthy from the Daily show.

Learn more about the Independent Health Foundation.

Medical Benefits

We want you to rest assured that Independent Health’s coverage will be there for you when you need it, especially during the COVID-19 outbreak.

Based on requirements and guidance from State and Federal agencies, as well our commitment to our members, we are waiving the member cost share (copayments, deductibles and coinsurance) on certain services:

Medical Coverage for COVID-19

Independent Health is waiving copayments or cost-sharing for COVID-19 medical testing, diagnosis and treatment at least through May 31, 2020. This applies to all fully insured commercial plans (including HSA-qualified high deductible health plans), Medicare Advantage, State Products and Individual plan members.

This coverage includes in-person visits and telehealth visits, urgent care center, outpatient hospital or emergency room visits when the primary purpose of the visit is COVID-19 testing, diagnosis and treatment.

Self-Funded Members should contact us at 716-631-2661 or 1-800-257-2753 as coverage varies by employer group.

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).

Self-Funded Members should contact customer service at 716-631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost.


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 Essential Plan Members. Additionally, Self-Funded Members should contact customer service at 716-631-2661 or 1-800-257-2753 for more information on telehealth benefits and the cost.

Note to Medicare Advantage Members:

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.”

Pharmacy Benefits

Access to medications

We will provide access to members with pharmacy benefits who need their medications, including medication alternatives and early refills when necessary.

Mail Order for Maintenance Medications

Members may have their maintenance medications delivered to their homes through one of two mail-order vendors we’ve partnered with. Members interested in learning more or registering for mail-order service can view details here.

In addition, some pharmacies offer prescription delivery. We encourage members to contact their preferred pharmacy to see if home delivery is available.

Prevention and Care

Everyone should take steps to protect themselves from infectious diseases such as COVID-19 by practicing good hygiene.

Some people may be at higher risk for contracting COVID-19. If you are elderly or have serious chronic medical conditions (such as heart disease, diabetes, lung disease), you may want to be extra careful in protecting your health. Learn more about how people at higher risk can protect themselves.

If you become ill, with symptoms beyond a cold such as cough, shortness of breath, and have a temperature greater than 100.3 degrees, stay home and contact your health care provider. Your provider may offer advice and assessment by phone, portal, email, or telemedicine, to determine if you need to see them in the office.

Choosing a PCP

If you don’t have a primary care physician, it’s time to get one.

Now, more than ever, it is very important to have a primary care physician. A primary care physician (PCP) can 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. Here’s how to get started.


In keeping with our top priority to help protect the health and well-being of our members, Independent Health’s Medicare information Centers will be temporarily Closed starting Monday, March 16.
Medicare Information Center
620 Dick Rd, Depew, NY 14043
Medicare Information Center
250 Essjay, Williamsville, NY 14221
Medicare Information Center
746 Young St, Tonawanda, NY 14150
Orchard Park
Medicare Information Center
3225 Southwestern Blvd, OP, NY 14127
Medicare Information Center
66 Chautauqua Ave, Lakewood, NY

Our RedShirt experts are available by phone:

Call (716) 635-4900 or 1-800-958-4405 (TTY:711)
From October 1 through December 7: Monday through Sunday, 8 a.m. to 8 p.m.
From December 8 through September 30: Monday through Friday, 8 a.m. to 8 p.m.

Or, please visit our Medicare section

Stay Up-to-Date

Because this is a rapidly evolving issue, please check the following sources regularly:

Another Resource: the Brook Personal Health Companion app

Members of Independent Health have access to the Brook Personal Health Companion app. Brook’s role is to help members understand their personal health situations and risks, make healthy choices at home and act as a bridge between healthy behaviors and guiding people to the right medical assistance when required. Download Brook and connect to one of Brook’s health experts.

Stay Informed: Create a Member Account

We encourage all members to create their own Independent Health member accounts in order to receive updates about COVID-19, review their benefits and have access to key details related to their plan.