Get Care During an Emergency
You have a right to be heard. At CenCal Health, we want every member of CenCal CareConnect to receive high-quality care and respectful service. If you’re unhappy with any part of your care or service—or if a request was denied—you have the right to file a grievance or an appeal. Please keep copies of all correspondence and documents related to your grievance or appeal.
Medical care
- If you cannot reach a network doctor or hospital, you can use out-of-network providers.
- You do not pay more than in-network costs for covered services during the emergency.
- Referrals and prior approvals may be waived when needed so you can get care.
Prescription drugs
- If you cannot use a network pharmacy, you can fill prescriptions at an out-of-network pharmacy.
- You may be able to get an early refill or emergency supply of your medicines.
- We can help replace medicines, medical supplies, or equipment that were lost or damaged.
When these rules apply
These rules apply during a federal disaster, public health emergency, or another official emergency that has been declared by the Secretary of Health and Human Services or by the President. When the emergency ends, normal rules resume. You will use network providers and pharmacies again.
Need help right now
CenCal Health CareConnect Member Services
Phone: 1-877-814-1861 (TTY: CA Relay at 711)
Hours: 7 days a week, 8 a.m. to 8 p.m. PT
This information applies if an emergency is declared in Santa Barbara County or San Luis Obispo County, or in another area where you are located.
Frequently Asked Questions
Can I see a doctor who is not in the network?
Yes. If you cannot reach a network provider because of the emergency, you can get care from out-of-network providers. You will not pay more than the in-network cost for covered services.
Can I refill my medicines early?
Yes. You may be able to get an early refill or an emergency supply. If your medicines or equipment were lost or damaged, we will help replace them.
Do I still need a referral or prior authorization?
We may waive referral and prior approvals when needed so you can get care without delay during the emergency.
When do these special rules end?
When officials announce that the emergency has ended. After that, normal rules apply, and you will use network providers and pharmacies again.
Need Support?
Toll-free: 1-877-227-3051 (TTY: CA Relay at 711)
7 days a week, 8 a.m. to 8 p.m. PT
4050 Calle Real, Santa Barbara, CA 93110
H7620_D25-26179_M