When you enroll in a MedMutual Advantage Plan, you should know about a few policies, procedures and documents. Here you can find important resources with information about prescription drug coverage, the appeals process and much more.

Plan Documents and Provider Directory

Annual Notice of Change
Evidence of Coverage
Provider Directory
Summary of Benefits

Plan Information

Aggregate Number of Grievances, Appeals and Exceptions
Appointment of Representative
Best Available Evidence
Contact Information
Coverage Decisions and Appeals
Disenrollment Information
Extra Help from Medicare
Getting Care During a Disaster
Grievances
Interpreter Services
Medical Claim Form
Medicare Ombudsman
Out-of-network Coverage

Prescription Drug Information

Medical Mutual's Medicare Drug Transition Policy
Medical Mutual Medicare Part D Formulary
Medication Therapy Management
Out-of-network Pharmacy Coverage and Prescription Drug Claim Form
Pharmacy Directory and Information
Prescription Drug Coverage Determination and Redetermination Request
Prescription Refills and Mail-order Services
Quality Assurance
Request for an Exception

Annual Notice of Change

The Annual Notice of Change is a summary of changes to your plan’s costs and benefits.

Region 1 for MedMutual Advantage Classic HMO, Choice HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Ashland, Brown, Butler, Carroll, Clark, Clermont, Columbiana, Cuyahoga, Delaware, Fairfield, Franklin, Fulton, Geauga, Greene, Hamilton, Hancock, Hocking, Holmes, Lake, Licking, Lorain, Lucas, Madison, Mahoning, Marion, Medina, Miami, Montgomery, Morgan, Morrow, Perry, Pickaway, Portage, Seneca, Stark, Summit, Trumbull, Union, Warren, Wayne, Wood, Wyandot

2017-2018 Annual Notice of Change for MedMutual Advantage Classic (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Choice (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Select (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Preferred (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Premium (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Value to MedMutual Advantage Classic (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Standard to MedMutual Advantage Choice (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Enhanced to MedMutual Advantage Plus (HMO)

Region 2 for MedMutual Advantage Classic HMO, Choice HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Adams, Allen, Auglaize, Champaign, Clinton, Coshocton, Crawford, Darke, Defiance, Erie, Fayette, Guernsey, Hardin, Harrison, Henry, Highland, Huron, Jackson, Knox, Lawrence, Logan, Mercer, Monroe, Noble, Ottawa, Paulding, Pike, Preble, Putnam, Richland, Ross, Sandusky, Scioto, Shelby, Van Wert, Vinton, Washington, Williams

2017-2018 Annual Notice of Change for MedMutual Advantage Classic (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Choice (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Select (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Preferred (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Premium (PPO)

2017-2018 Annual Notice of Change for MedMutual Advantage Value to MedMutual Advantage Classic (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Standard to MedMutual Advantage Choice (HMO)

2017-2018 Annual Notice of Change for MedMutual Advantage Enhanced to MedMutual Advantage Plus (HMO)

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Evidence of Coverage

The Evidence of Coverage booklet tells you how to get your Medicare medical care and prescription drugs covered through our plan. This booklet explains your rights and responsibilities, what is covered, and what you pay as a member of the plan.

Region 1 for MedMutual Advantage Classic HMO, Choice HMO, Plus HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Ashland, Brown, Butler, Carroll, Clark, Clermont, Columbiana, Cuyahoga, Delaware, Fairfield, Franklin, Fulton, Geauga, Greene, Hamilton, Hancock, Hocking, Holmes, Lake, Licking, Lorain, Lucas, Madison, Mahoning, Marion, Medina, Miami, Montgomery, Morgan, Morrow, Perry, Pickaway, Portage, Seneca, Stark, Summit, Trumbull, Union, Warren, Wayne, Wood, Wyandot

2018 Evidence of Coverage for MedMutual Advantage Classic (HMO)

2018 Evidence of Coverage for MedMutual Advantage Choice (HMO)

2018 Evidence of Coverage for MedMutual Advantage Plus (HMO)

2018 Evidence of Coverage for MedMutual Advantage Select (PPO)

2018 Evidence of Coverage for MedMutual Advantage Preferred (PPO)

2018 Evidence of Coverage for MedMutual Advantage Premium (PPO)

Region 2 for MedMutual Advantage Classic HMO, Choice HMO, Plus HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Adams, Allen, Auglaize, Champaign, Clinton, Coshocton, Crawford, Darke, Defiance, Erie, Fayette, Guernsey, Hardin, Harrison, Henry, Highland, Huron, Jackson, Knox, Lawrence, Logan, Mercer, Monroe, Noble, Ottawa, Paulding, Pike, Preble, Putnam, Richland, Ross, Sandusky, Scioto, Shelby, Van Wert, Vinton, Washington, Williams

2018 Evidence of Coverage for MedMutual Advantage Classic (HMO)

2018 Evidence of Coverage for MedMutual Advantage Choice (HMO)

2018 Evidence of Coverage for MedMutual Advantage Plus (HMO)

2018 Evidence of Coverage for MedMutual Advantage Select (PPO)

2018 Evidence of Coverage for MedMutual Advantage Preferred (PPO)

2018 Evidence of Coverage for MedMutual Advantage Premium (PPO)

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Provider Directory

In-network providers are the doctors, other healthcare professionals, medical groups, hospitals and other facilities that have agreed to accept our payment and any plan cost sharing as payment in full. We have arranged for these providers to deliver covered services to members in our plans.

For the most up-to-date provider information, use our online Provider Search Tool. Search by provider or facility name, type or location. You can also print a custom PDF based on your search criteria. Use the Provider Search Tool to find medical providers and facilities, dental and vision providers and pharmacies in your network. If you would like to request a hard copy directory, please call us at (800) 982-3117 (TTY 711 for hearing impaired).

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Summary of Benefits

The Summary of Benefits gives you an overview of what each plan covers and what you can expect to pay. It doesn't list every service we cover or list every limitation or exclusion. To get a complete list of services we cover, please see the Evidence of Coverage.

Region 1 for MedMutual Advantage Classic HMO, Choice HMO, Plus HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Ashland, Brown, Butler, Carroll, Clark, Clermont, Columbiana, Cuyahoga, Delaware, Fairfield, Franklin, Fulton, Geauga, Greene, Hamilton, Hancock, Hocking, Holmes, Lake, Licking, Lorain, Lucas, Madison, Mahoning, Marion, Medina, Miami, Montgomery, Morgan, Morrow, Perry, Pickaway, Portage, Seneca, Stark, Summit, Trumbull, Union, Warren, Wayne, Wood, Wyandot

2018 Summary of Benefits for HMO Plans

2018 Summary of Benefits for PPO Plans

Region 2 for MedMutual Advantage Classic HMO, Choice HMO, Plus HMO, Select PPO, Preferred PPO and Premium PPO

Counties: Adams, Allen, Auglaize, Champaign, Clinton, Coshocton, Crawford, Darke, Defiance, Erie, Fayette, Guernsey, Hardin, Harrison, Henry, Highland, Huron, Jackson, Knox, Lawrence, Logan, Mercer, Monroe, Noble, Ottawa, Paulding, Pike, Preble, Putnam, Richland, Ross, Sandusky, Scioto, Shelby, Van Wert, Vinton, Washington, Williams

2018 Summary of Benefits for HMO Plans

2018 Summary of Benefits for PPO Plans

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Aggregate Number of Grievances, Appeals and Exceptions

You can request the aggregate number of grievances, appeals and exceptions by calling (800) 982-3117.

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Appointment of Representative

You can appoint a relative, friend, advocate, caregiver or anyone else to act on your behalf for healthcare-related affairs. If you choose to have someone act for you, then you and that person must sign and submit an Appointment of Representative Form to Medical Mutual. Please note: You must submit a new Appointment of Representative form for each new appeal or grievance.

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Best Available Evidence

If you believe you are eligible for Extra Help with your health plan premium, costs for your prescription drugs, or if you believe you have limited income and need help paying for your premium and/or drug costs, you or your appointed representative may contact Medical Mutual, your local Social Security Administration Office, your local Medicaid Office, or contact 1-800-MEDICARE at any time.

If you believe you are paying too much for your prescription drugs at the pharmacy, Medical Mutual and its pharmacies want to make sure you pay the lowest, most appropriate cost for your prescription drugs.  If you have one of the documents below, please submit it at the pharmacy when obtaining your drugs or submit directly to Medical Mutual.

  • A copy of your Medicaid card that includes your name and an eligibility date during a month after June of the previous calendar year
  • A copy of a State document that confirms your active Medicaid status during a month after June of the previous calendar year
  • A print out from the State electronic enrollment file showing your Medicaid status during a month after June of the previous calendar year
  • A screen print from the State’s Medicaid systems showing your Medicaid status during a month after June of the previous calendar year
  • Other documentation provided by the State showing your Medicaid status during a month after June of the previous calendar year
  • A Social Security Administration (SSA) Supplemental Security Income (SSI) Notice of Award with an effective date
  • An Important Information letter from SSA confirming that you are “...automatically eligible for extra help...”
  • A copy of the SSA or State Medicaid Agency award letter

Any one of the following forms of evidence to establish that you are institutionalized or enrolled in a home and community-based services (HCBS) waiver program:

  • A remittance from the facility showing Medicaid payment for a full calendar month for you during a month after June of the previous calendar year
  • A copy of a State document that confirms Medicaid payment on your behalf to the facility for a full calendar month after June of the previous calendar year
  • A screen print from the State’s Medicaid systems showing your institutional status based on at least a full calendar month stay for Medicaid
  • A copy of a State-issued Notice of Action, Notice of Determination, or Notice of Enrollment that includes your name and HCBS eligibility date during a month after June of the previous calendar year
  • A copy of a State-approved HCBS Service Plan that includes your name and effective date beginning during a month after June of the previous calendar year
  • A copy of a State-issued prior authorization approval letter for HCBS that includes your name and effective date beginning during a month after June of the previous calendar year
  • Other documentation provided by the State showing HCBS eligibility status during a month after June of the previous calendar year

When you submit one of these documents to Medical Mutual (or one of its pharmacies), we then use it to update your records.  If you have one of these documents, please send it to Medical Mutual at the following address or fax number.

Medical Mutual
Medicare Enrollment Department
Attn: Best Available Evidence
P.O. Box 94563
Cleveland, OH 44101

Or fax to: 800-542-2583

If you have any questions about Extra Help for persons with limited income, please call Customer Care at (800) 982-3117 (TTY/TDD 711 for hearing impaired):

October 1 to February 14
7 days a week, 8 a.m. - 8 p.m.

February 15 to September 30
Mon.-Fri. 8 a.m. to 8 p.m.
Saturday 9 a.m. to 1 p.m.

To learn what you can do if you believe you are eligible for Low Income Subsidy, but do not have a required piece of evidence, please call Customer Care or visit the CMS Best Available Evidence page.

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Contact Information

If you have questions or concerns about our health plans, we encourage you to contact us.

Prospective Members
Please call our licensed insurance sales agents at (866) 406-8777 (TTY 711 for hearing impaired).

October 1 through February 14 7 days a week, 8 a.m. - 8 p.m.

February 15 through September 30 Monday - Friday, 8 a.m. - 8 p.m.

Current Members
Please call our Customer Care Center at (800) 982-3117 (TTY/TDD 711 for hearing impaired).

October 1 through February 14 7 days a week, 8 a.m. - 8 p.m. 

February 15 through September 30 Monday - Friday 8 a.m. - 8 p.m.
Saturday 9 a.m. - 1 p.m.

Please mail written correspondence to:

Medical Mutual Medicare
P.O. Box 94563 
Cleveland, OH 44101

Or fax: (216) 687-7885

For more information about Medicare, contact Medicare directly at 1-800-MEDICARE (TTY users should call 1-877-486-2048), 24 hours a day, seven days a week. You can also visit Medicare.gov.

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Coverage Decisions and Appeals

If you have a concern about whether particular medical care or prescription drugs are covered or the way in which they are covered, or related to payment for medical care or prescription drugs, this section describes how you should approach those situations:

A coverage decision is a decision we make about your benefits and coverage or about the amount we will pay for your medical services or drugs. For example, your plan network doctor makes a (favorable) coverage decision for you whenever you receive medical care from him or her or if your network doctor refers you to a medical specialist. You or your doctor can also contact us and ask for a coverage decision if your doctor is unsure whether we will cover a particular medical service or refuses to provide medical care you think that you need. In other words, if you want to know if we will cover a medical service before you receive it, you can ask us to make a coverage decision for you.  We are making a coverage decision for you whenever we decide what is covered for you and how much we pay. In some cases we might decide a service or drug is not covered or is no longer covered by Medicare for you. If you disagree with this coverage decision, you can make an appeal.

Making an Appeal

If we make a coverage decision and you are not satisfied with this decision, you can "appeal" the decision. An appeal is a formal way of asking us to review and change a coverage decision we have made. When you appeal a decision for the first time, this is called a Level 1 Appeal. In this appeal, we review the coverage decision we have made to check to see if we were following all of the rules properly. Your appeal is handled by different reviewers than those who made the original unfavorable decision. When we have completed the review, we give you our decision. Under certain circumstances, you can request an expedited or "fast coverage decision" or fast appeal of a coverage decision. If we say no to all or part of your Level 1 Appeal, you can go on to a Level 2 Appeal. The Level 2 Appeal is conducted by an independent organization that is not connected to us. (In some situations, your case will be automatically sent to the independent organization for a Level 2 Appeal. If this happens, we will let you know. In other situations, you will need to ask for a Level 2 Appeal.) If you are not satisfied with the decision at the Level 2 Appeal, you may be able to continue through additional levels of appeal.

Generally the first step in resolving your concern starts with you contacting us. Medical Mutual administers medical benefits for your plan and contracts with Express Scripts to administer the prescription drug benefits for your plan.  If your concern is related to your medical benefit plan call the Customer Care phone number on your member identification card or email us by logging into My Health Plan at MedMutual.com/Member. If your concern is related to your prescription drug plan call the Rx Member Services phone number on your identification card.  We will review your concern and attempt to resolve it appropriately.

You can file an appeal within 60 calendar days of the date you get the original denial letter from us. You may be able to get more time to appeal if you can show a good reason for missing the deadline. Your appeal will be reviewed by someone who did not make a prior decision about your case. You may ask for copies of documents, records, clinical guidelines and other information we used to make a decision on your appeal. There is no charge to appeal.

Your doctor can appeal on your behalf. Or someone else can act as your representative in your appeal if you complete and sign an Appointment of Representative form. Call us at 1-800-982-3117 or go to MedMutual.com/Member to learn how to name your representative.

Types of Appeals

We review two types of appeals: standard appeals and expedited appeals. There is also a special fast-track appeal for discharge from a skilled nursing facility or home health agency or comprehensive outpatient rehabilitation facility services or inpatient hospital services. These types of special appeals are reviewed by a Quality Improvement Organization (QIO) contracted by the federal government. You will get information about your rights for fast-track appeals when you get the advance notice of discharge from the facility.

Standard Appeals – Medical
To file a standard appeal of an organizational determination for medical care, send your request in writing. You may use our appeal form which is available on our web site at MedMutual.com.  You must log in to My Health Plan.  The member appeal form is found under the Resources and Tools/ Member Forms tab. Your request should include:

  • Your name and the patient’s name (if different)
  • Address
  • Member identification number (on your health ID card)
  • Claim number
  • Date of service
  • Reason for appeal

You may also include medical records, doctor’s letters and other documents to support your appeal. You can upload supporting information if you are using our web site.  You may fax your request and documentation toll free to 1-844-606-5394. You can also mail your request to:

Medical Mutual Member Appeals Department
P.O. Box 94563
Cleveland, OH  44101-4563

We will notify you of our decision within 30 calendar days for service denials and within 60 calendar days for payment denials from the date we receive your request. Our decision might take longer if you ask for an extension or if we need more information about your case. If we need more time, we will tell you and explain why more time is needed.

Standard Appeals - Prescription Drug
To file a standard appeal for prescription drug coverage determination you must make your request within 60 calendar days of the coverage decision. You, your appointed representative or the prescribing doctor can request a prescription drug appeal.

Please call toll free 1-800-935-6103, TTY 1-800-716-3231 to request an appeal.   You can submit your request in writing and either fax it to 877-852-4070 or mail it to:

Express Scripts Attn: Medicare Clinical Appeals Department
P.O. Box 66588
St Louis, Mo 63166-6588

We will notify you of our decision for a standard appeal/redetermination within 7 calendar days after we get your appeal request. If you have questions about your prescription drug appeal please call Express Scripts Rx Member Services at 1-844-404-7947.

Expedited Appeals – Medical
If you or your doctor believes using the standard appeal timeframe could seriously jeopardize your life, health or ability to regain the ability to do normal everyday tasks, you may be able to request an expedited appeal. Expedited appeals are only available before you get a service. We will automatically give you an expedited appeal if a doctor requests one for you.

If you ask for an expedited appeal without support from a doctor, we will decide if your request requires an expedited appeal. To request an expedited appeal, please call us at (855) 887-2273 or fax your information to (800) 221-2640. If your request qualifies for an expedited appeal, we will give you a decision as soon as your health condition requires, within 72 hours after we receive your appeal request. If your request doesn’t qualify for an expedited appeal, we will give you a decision within 30 calendar days.

Expedited Appeals – Prescription Drug
You can request an expedited appeal if you or your prescriber believe using the standard timeframe may seriously jeopardize your life or health or your ability to regain the ability to do normal everyday tasks.

You must make your request within 60 calendar days of receipt of the coverage determination.  You may call toll free 1-800-935-6103, TTY 1-800-716-3231.  You can submit your request in writing and fax it to 877-852-4070 or mail it to:

Express Scripts Attn: Medicare Clinical Appeals Department
P.O. Box 66588
St Louis, Mo 63166-6588

We will notify you of our decision for a standard appeal/redetermination within seven calendar days after we get your appeal request. For expedited appeals/redeterminations, we will notify you of our decision within 72 hours after we get your appeal request.

If you have questions about your prescription drug appeal please call Express Scripts Rx Member Services 1-844-404-7947.

If Your Appeal Is Denied

If we deny any part of your appeal for coverage or payment of an organizational determination for medical care, we will inform you of our decision and automatically send your case to MAXIMUS Federal Services to make sure we made the right decision. MAXIMUS is an independent reviewer. MAXIMUS will contact you to let you know how to reach them and to give you information about other rights you may have. You may send MAXIMUS additional information to support your appeal.

MAXIMUS will notify you in writing when they have made a decision on your case, including the reasons for that decision. If they deny any part of your appeal, they will send you information about any remaining appeal rights you have.

If we deny any part of your appeal of a coverage or payment redetermination of a Part D prescription drug we will inform you of our decision, explain your further appeal rights and instruct you how to exercise those rights.

Information on your right to file complaints, appeals and grievances is also included in your Evidence of Coverage. If you have questions you can also call us toll free at (800) 982-3117 (TTY 711 for hearing impaired) for help. We are open 8 a.m. to 8 p.m. seven days a week from October 1 to February 14 (excluding Thanksgiving and Christmas Day). From February 15 to September 30, we are open Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 1 p.m.

You may also contact the Medicare Rights Center at (800) 466-9050 for help. The Medicare Rights Center is a non-profit organization providing counseling and advocacy services to support access to affordable healthcare. Or you may contact Medicare directly at (800) 633-4227, 24 hours a day, seven days a week.  TTY users can call Medicare at (877) 486-2048.

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Disenrollment Information

You may end your membership in our plan only during certain times of the year, known as enrollment periods. All members have the opportunity to leave the plan during the Annual Enrollment Period (October 15 to December 7) and during the annual Medicare Advantage Disenrollment Period (January 1 to February 14). In certain situations, you may also be eligible to leave the plan at other times of the year (also known as a Special Enrollment Period).

Usually, to end your membership in our plan, you simply enroll in another Medicare plan during one of the enrollment periods. However, if you want to switch from our plan to Original Medicare without a Medicare prescription drug plan, you must ask to be disenrolled from our plan. If you would like to be disenrolled, you can make a request in writing to us.

Medical Mutual
Attn: Medicare Advantage Enrollment Department
P.O. Box 94563
Cleveland, OH 44101-4563

Note: If you disenroll from Medicare prescription drug coverage and go without creditable prescription drug coverage, you may need to pay a late enrollment penalty if you join a Medicare drug plan later. ("Creditable" coverage means the coverage is expected to pay, on average, at least as much as Medicare's standard prescription drug coverage.)

In most cases disenrollment from a plan is your choice (voluntary) but, in some circumstances you may not have a choice (involuntary). There are situations which require you to leave a plan such as:

  • You move your permanent address out of the Ohio counties we serve
  • We no longer offer the plan in your geographic area.
  • You lose your Part A benefits and/or are no longer enrolled in Part B
  • You fail to pay your plan premium

Disenrollment from a Medicare Advantage plan is subject to CMS rules. For more information about disenrolling from our plan or your rights and responsibilities, please review your plan's Evidence of Coverage.

If you have questions about disenrollment just call Customer Care at (800) 982-3117 (TTY/TDD 711 for hearing impaired), 8 a.m. to 8 p.m. EST, 7 days a week. You can also call 1-800-Medicare to disenroll.

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Extra Help from Medicare

People with low incomes or limited assets may qualify for “extra help” to pay for their prescription drug costs. This extra help is sometimes called a Low Income Subsidy or LIS. If you qualify, Medicare could pay up to 75 percent or more of your drug costs, including monthly prescription drug premiums, annual deductibles and coinsurance. In addition, people who qualify will not have a coverage gap or late enrollment penalty.

Many people are eligible and don’t even know it. To see if you qualify, call:

Medicare
1-800-MEDICARE (1-800-633-4227)
TTY: 1-877-486-2048
24 hours a day/7 days a week

The Social Security Office
1-800-772-1213
TTY: 1-800-325-0778
7 a.m. and 7 p.m., Monday through Friday

Or contact your state Medicaid office.

2018 LIS Premium Chart

If you get extra help from Medicare to help pay for your Medicare prescription drug plan costs, your monthly plan premium will be lower than what it would be if you did not get extra help from Medicare. The amount of extra help you get will determine your total monthly plan premium as a member of our Plan.

Medical Mutual's premium includes coverage for both medical services and prescription drug coverage.

This table shows you what your monthly plan premium will be if you get extra help. The monthly plan premiums listed include coverage for both medical services and prescription drug benefits.  You must continue to pay your Medicare Part B premium and any other applicable Medicare premium(s), if not otherwise paid by Medicaid or another third party. (This does not include any Medicare Part B premium you may have to pay.)

 Monthly Premium
Level of Extra Help  Region  Classic HMO Choice HMO Plus HMO  Select PPO Preferred PPO  Premium PPO
 25%
 Region 1  $0.00  $30.00 $ 91.00  $27.00  $62.00  $102.00
 Region 2  $40.00  $72.00 $101.00  $87.00  $124.00  $167.00
 50%  Region 1  $0.00  $22.00 $83.00  $19.00  $54.00  $94.00
 Region 2  $32.00  $64.00 $93.00  $79.00  $116.00  $159.00
 75%  Region 1  $0.00  $14.00 $75.00  $11.00  $46.00  $86.00
 Region 2  $24.00  $56.00 $85.00  $71.00  $108.00  $151.00
 100%  Region 1  $0.00  $6.00 $67.00  $3.00  $38.00  $78.00
 Region 2  $16.00  $48.00 $77.00  $63.00  $100.00  $143.00

Please note: This does not include any Medicare Part B premium you may have to pay.

If you have any questions, please call (800) 982-3117. TTY users should call 711. We are open 8 a.m. to 8 p.m. seven days a week from October 1 to February 14 (except Thanksgiving and Christmas), and 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 1 p.m. Saturdays from February 15 through September 30 (except holidays). Our automated telephone system is also available 24 hours a day, seven days a week for self-service options.

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Getting Care During a Disaster

Getting Care During a Disaster

As a MedMutual Advantage Medicare member, we want you to understand your options during a disaster. Use the following information as guidelines for seeking care during a disaster. If you have specific questions or need more information, or assistance in getting care, please contact us.

Seeing Doctors or Other Providers

During a declared disaster or emergency, you may be able to get care from out-of-network providers at in-network rates. Call Medical Mutual to see if any MedMutual Advantage coverage policies may have temporarily changed. In the event that your plan is impacted, your plan will return to normal 30 days from the date of the initial declaration.

You may not have to meet the prior authorization rules for out-of network services.

How to Get Your Prescription Drugs

Medical Mutual and Express Scripts (ESI) have a process that helps lift “refill-too-soon” rules for people impacted by state of disasters or emergencies in a specified geographical area.

  • If you can’t go to your usual network pharmacy to replace your prescription drugs, check with Medical Mutual or Express Scripts to find another network pharmacy nearby.
  • You can move most prescriptions from one network pharmacy to another, and back to your regular pharmacy when the emergency or disaster ends.
  • You may request and obtain the maximum extended day supply, if it is available at the time of refill.

Replacing Lost or Damaged Durable Medical Equipment or Supplies

If your durable medical equipment (like a wheelchair or walker) or supplies (like diabetic supplies) are damaged or lost due to an emergency or disaster:

  • MedMutual Advantage Plans may cover the cost to repair or replace your equipment or supplies
  • Generally, MedMutual Advantage Plans will also cover the cost of rentals for items (such as wheelchairs) during the time your equipment is being repaired

Replacing a Lost Plan Membership Card

If you have a lost or damaged ID card, you can print a temporary ID card, or order a replacement card by visiting MedMutual.com/Member.

Paying your Premium

If you pay premium directly to us each month, you may still be responsible for paying your premium on time. To make sure you’re still making timely payments, you may want to consider having your premium withheld each month from your Social Security check or sign up for automatic premium deductions. If you are disenrolled for not paying your monthly premiums and you didn’t pay on time because of the emergency or disaster, you may be able to ask for a reconsideration of the decision and get your coverage back. Contact us for more information.

Please use this information as a guide, in the event of an actual disaster, contact us to verify benefits.

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Grievances

Filing a Complaint or Grievance

If you have a concern about quality of care, waiting times, privacy, or customer service and it is not about decisions related to benefits, coverage, or payment, then this section will help you understand what steps you can take.

When you file a grievance, you are asking us to investigate a complaint which includes but is not limited to issues related to timeliness, appropriateness, access to and/or the setting in which you received or tried to receive a healthcare service.

A complaint about the quality of care you received from a hospital, doctor or other healthcare provider will be reviewed as a grievance, appeal or both as applicable. Your complaint may also be forwarded to our Quality Improvement Organization (QIO) for review.

You can file a grievance either by voice or in writing within 60 days of the event. Please call us at the Customer Care phone at (800) 982-3117. You may also fax your grievance to 1-844-606-5394 or put it in writing and mail it to:

Medical Mutual Attn: Customer Care
P.O. Box 94563
Cleveland, Ohio 44101-4563

You also have the option to submit a complaint directly to Medicare with their online Medicare Complaint Form.

We will review your complaint and do a full investigation of the grievance as quickly as your case requires. We will notify you of our decision within 30 calendar days after we get your request, unless federal regulations allow for an extended timeframe. If, as permitted under the regulations, we decide it is in your best interest to take an extension, we will notify you promptly and let you know the reason for the extension. This extension will not be more than 14 calendar days. Under certain circumstances that require a faster response, we will respond to your grievance within 24 hours. See your Evidence of Coverage for more information about the conditions for a faster response to a grievance.

For prescription drug issues, a complaint about a problem with one of our network pharmacies that is not related to coverage of a prescription drug will be reviewed as a grievance.

You and any other concerned parties to your grievance will be notified of any grievance rights that may be applicable to your case in our response.

Please see your Evidence of Coverage (EOC) for more information about coverage determinations and appeals.

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Interpreter Services

We have free interpreter services to answer any questions you may have about our health plans. Our Customer Care Center and Sales Center will provide interpreter services upon request. There is no cost for this service.  Learn more about our multi-language interpreter services.

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Medical Claim Form

Sometimes when you get medical care, you may need to pay the full cost right away. Other times, you may find that you have paid more than you expected under the coverage rules of the plan. In either case, you can ask our plan to pay you back. To submit a request asking us to pay for our share of the cost for medical care you have received, complete the medical claim form and send to us at Medical Mutual, P.O. Box 6018, Cleveland, OH 44101-1018.

For more information on situations in which you may need to ask us for reimbursement or to pay a bill you have received from a provider, see Chapter 7 of your Evidence of Coverage.

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Medicare Ombudsman

The Medicare Ombudsman helps you with Medicare-related complaints, grievances and other information. Learn more by visiting the Medicare website.

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Out-of-network Coverage

Out-of-network Providers - PPO Plans

As a member of a PPO plan, you can choose to receive care from out-of-network providers. Our plan will cover services from either network or out-of-network providers, as long as the services are covered benefits and are medically necessary. However, if you use an out-of-network provider, your share of the costs for your covered services may be higher.

Other important things to know about using out-of-network providers:

  • If you receive care from a provider who is not eligible to participate in Medicare, you will be responsible for the full cost of the services you receive, except for emergency care. 
  • You don't need to get a referral or prior authorization when you get care from out-of-network providers, however, you may want to ask for a pre-visit coverage decision to confirm that the services you are getting are covered and are medically necessary. It is important to ask for a pre-visit coverage decision.
  • If it is later determined that the out-of-network services are not covered or were not medically necessary, we may deny coverage and you will be responsible for the entire cost. If we say we will not cover your services, you have the right to appeal our decision not to cover your care.
  • It is best to ask an out-of-network provider to bill the plan first. But, if you have already paid for the covered services, we will reimburse you for our share of the cost for covered services. Or if an out-of-network provider sends you a bill that you think we should pay, you can send it to us for payment.
  • If you are using an out-of-network provider for emergency care, urgently needed services, or out-of-area dialysis, you may not have to pay a higher cost-sharing amount.

Please review your Evidence of Coverage for complete information about out-of-network provider coverage.

Out-of-network Providers - HMO Plans

It is important to know which providers are part of our network. In most cases, care you receive from an out-of-network provider (a provider who is not part of our plan's network) will not be covered. The only exceptions are emergencies, urgently needed services when the network is not available (generally, when you are out of the area), out-of-area dialysis services, and cases in which Medical Mutual authorizes use of out-of-network providers.

If you need medical care that Medicare requires our plan to cover and the providers in our network cannot provide this care, you can get this care from an out-of-network provider. For this medical care, your provider must obtain approval from the plan before you seek care from an out-of-network provider. In this situation, you will pay the same as you would pay if you got the care from a network provider.

Please review your plans Evidence of Coverage for complete information about out-of-network provider coverage.

Out-of-network Pharmacy Coverage and Prescription Drug Claim Form

Generally, we cover drugs filled at an out-of-network pharmacy only when you are not able to use a network pharmacy.

If you cannot use a network pharmacy, these are the circumstances when we would cover prescriptions filled at an out-of-network pharmacy:

  • If the prescriptions are related to the care of a medical emergency or urgently needed care.
  • If you are traveling within the United States and you become ill or run out of your prescription drugs while outside of the plan's service area, we will cover prescriptions that are filled at an out-of-network pharmacy (if you follow all other coverage rules identified within your Evidence of Coverage.
  • If you are unable to get a covered drug in a timely manner within our service area, because there is not a network pharmacy within a reasonable driving distance which provides 24-hour service.
  • If you are trying to fill a covered prescription drug that is not regularly stocked at an eligible network retail or mail-order pharmacy.
  • Self-administered medications that you receive in an outpatient setting may be covered under Part D. For consideration, please submit a paper claim.

If you must use an out-of-network pharmacy, you will generally have to pay the full cost (rather than your normal share of the cost) at the time you fill your prescription. You may request reimbursement for your share of the cost by submitting a paper claim to Medical Mutual. You may, however, be required to pay the difference between what you pay for the drug at the out-of-network pharmacy and the cost that we would cover at an in-network pharmacy.

This Prescription Drug Claim Form is offered as a tool to assist in getting your claim paid as soon as possible. Please print clearly. Use of this particular form is not required and you may submit equivalent written documentation, but it must provide all of the requested information on this form.

Please review your Evidence of Coverage for complete information about out-of-network pharmacy coverage and how to submit a paper claim for reimbursement, or call Member Services at (844) 404-7947 or, for TTY users, (800) 716-3231, 24 hours a day, seven days a week.

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Medical Mutual's Medicare Drug Transition Policy

New members in our health plan may be taking drugs that are not on our formulary (list of drugs) or that are subject to certain restrictions, such as prior authorization, quantity limits or step therapy. Current members may also be affected by changes in our formulary from one year to the next. If your drug is not on the Drug List or is restricted, here are things you can do:

  • You may be able to get a temporary supply of the drug (only members in certain situations can get a temporary supply). This will give you and your provider time to change to another drug or to file a request to have the drug covered.
  • You can change to another drug.
  • You can request an exception and ask the plan to cover the drug or remove restrictions from the drug.

You may be able to get a temporary supply.

Under certain circumstances, the plan can offer a temporary supply of a drug to you when your drug is not on the Drug List or when it is restricted in some way. Doing this gives you time to talk with your provider about the change in coverage and figure out what to do.

To be eligible for a temporary supply, you must meet the two requirements below:

  1. The change to your drug coverage must be one of the following types of changes:
    1. The drug you have been taking is no longer on the plan's Drug List.
      1. or -- the drug you have been taking is now restricted in some way
  2. You must be in one of the situations described below:
    1. For those members who are new or who were in the plan last year and aren't in a long-term care (LTC) facility:
      1. We will cover a temporary supply of your drug during the first 90 days of your membership in the plan if you were new and during the first 90 days of the calendar year if you were in the plan last year. This temporary supply will be for a maximum of a 30-day supply. If your prescription is written for fewer days, we will allow multiple fills to provide up to a maximum of a 30-day supply of medication. The prescription must be filled at a network pharmacy.
    2. For those members who are new or who were in the plan last year and reside in a long-term care (LTC) facility:
      1. We will cover a temporary supply of your drug during the first 90 days of your membership in the plan if you are new and during the first 90 days of the calendar year if you were in the plan last year. The total supply will be for a maximum of a 91- to 98-day supply. If your prescription is written for fewer days, we will allow multiple fills to provide up to a maximum of a 91- to 98-day supply of medication. (Please note that the long-term care pharmacy may provide the drug in smaller amounts at a time to prevent waste.)
    3. For those members who have been in the plan for more than 90 days and reside in a long-term care (LTC) facility and need a supply right away:
      1. We will cover one 31-day supply of a particular drug, or less if your prescription is written for fewer days. This is in addition to the above long-term care transition supply.
    4. For those members who have been in the plan for more than 90 days and experience a level of care change (from one treatment setting to another):
      1. We will provide up to a 31-day supply of a Non-Formulary Drug and/or a drug that may be restricted in some way, or less if your prescription is written for fewer days.
    5. Other times when we will cover a temporary 31-day transition supply (or less, if you have a prescription written for fewer days) include:
      1. When you enter a long-term care facility
      2. When you leave a long-term care facility
      3. When you are discharged from a hospital
      4. When you leave a skilled nursing facility
      5. When you cancel hospice care
      6. When you are discharged from a psychiatric hospital with a medication regimen that is highly individualized

The plan will send you a letter within three business days of your filling a temporary transition supply, notifying you that this was a temporary supply and explaining your options.

Our transition supply will not cover drugs that Medicare does not allow Part D plans to cover, such as drugs used for erectile dysfunction or drugs that might be covered under Medicare Part B.

For more information regarding our Transition Process please call our Pharmacy Customer Service team at 1-844-404-7947, 24 hours a day, 7 days a week.

You and/or your provider can ask the plan to make an exception for you and cover the drug in the way you would like it to be covered. If your provider says that you have medical reasons that justify asking us for an exception, your provider can help you request an exception to the rule. For example, you can ask the plan to cover a drug even though it is not on the plan's Drug List. Or you can ask the plan to make an exception and cover the drug without restrictions. If you and your provider want to ask for an exception, Chapter 9, Section 6.4 of the Evidence of Coverage tells what to do. It explains the procedures and deadlines that have been set by Medicare to make sure your request is handled promptly and fairly. 

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Medical Mutual Medicare Part D Formulary

The comprehensive prescription drug formulary is a list of covered drugs selected by MedMutual Advantage in consultation with a team of healthcare providers, which represents the prescription therapies believed to be a necessary part of a quality treatment program. MedMutual Advantage will generally cover the drugs listed in our formulary as long as the drug is medically necessary, the prescription is filled at a MedMutual Advantage network pharmacy and other plan rules are followed.

You can view a PDF of the formulary or you can use an online tool:

To request a printed copy of our formulary, fill out our online form.

How to Use the Formulary

There are two ways to find your drug within the downloadable PDF formulary:

  • Medical Condition - The drugs in this formulary are grouped into categories depending on the type of medical conditions that they are used to treat. For example, drugs used to treat a heart condition are listed under the category, Cardiovascular, Hypertension/Lipids. If you know what your drug is used for, look for the category name in the list that begins on page 1. Then look under the category name for your drug.
  • Alphabetical Listing - If you are not sure what category to look under, you should look for your drug in the alphabetical index of all of the drugs included in the link above. Both brand name drugs and generic drugs are listed in the index. Look in the index and find your drug. Next to your drug, you will see the page number where you can find coverage information. Turn to the page listed in the Index and find the name of your drug in the first column of the list.

MedMutual Advantage covers both brand name drugs and generic drugs. A generic drug is approved by the FDA as having the same active ingredient as the brand name drug. Generally, generic drugs cost less than brand name drugs.

Drug Tiers

Tier  Includes  Helpful Tips 
Tier 1: Preferred Generic Drugs This tier includes many commonly prescribed low-cost drugs.  This tier includes commonly prescribed generic drugs. Use Tier 1 drugs for the lowest copayments. 
Tier 2: Generic Drugs This tier includes additional low-cost drugs.  This tier includes generic drugs. Use Tier 2 drugs to keep your copayments low. 
Tier 3: Preferred Brand Drugs This tier includes preferred brand-name drugs.  Drugs in this tier will generally have lower copayments than non-preferred brand drugs.
Tier 4: Non-preferred Drugs This tier includes non-preferred brand-name and generic drugs.  Many non-preferred drugs have lower cost alternatives in Tiers 1, 2 and 3. Ask your doctor if switching to a lower-cost generic or preferred brand may be right for you. 
Tier 5: Specialty Tier Drugs This tier includes very high-cost brand-name and generic drugs.  To learn more about medications in this tier, you may contact a pharmacist at the numbers listed in your Evidence of Coverage. 

The amount you pay for a covered drug will depend on:

  • Your coverage stage. MedMutual Advantage has different stages of coverage. In each stage the amount you pay for a drug may change.
  • The drug tier for your drug. Each covered drug is in one of five drug tiers. Each tier may have a different copayment or coinsurance amount. The Drug Tiers chart above explains what types of drugs are included in each tier and shows how costs may change with each tier.

Your Evidence of Coverage (EOC) has more information about the plan’s coverage stages and lists the copayment and coinsurance amounts for each tier.

For information on how to fill your prescriptions, please review your Evidence of Coverage or the Prescription Refills and Mail-order Services section below.

Changes to the Formulary

Generally, if you are taking a drug that was covered on our 2018 formulary at the beginning of the year, we will not discontinue or reduce coverage of the drug during the 2018 coverage year except when a new, less expensive generic drug becomes available or when new adverse information about the safety or effectiveness of a drug is released. Other types of formulary changes, such as removing a drug from our formulary, will not affect members who are currently taking the drug. Those drugs will remain available at the same cost-share for those members taking it for the remainder of the coverage year. We feel it is important that you have continued access for the remainder of the coverage year to the formulary drugs that were available when you chose our plan, except for cases in which you can save additional money or we can ensure your safety.

Member will be notified at least 60 days in advance if we remove drugs from our formulary, add prior authorization, quantity limits or step therapy restrictions on a drug, or move a drug to a higher cost-sharing tier. All affected members will be notified of these changes at least 60 days before the change becomes effective, or at the time the member requests a refill of the drug, at which time the member will receive a 60-day supply of the drug. If the Food and Drug Administration deems a drug on our formulary to be unsafe or the drug’s manufacturer removes the drug from the market, we will immediately remove the drug from our formulary and provide notice to members who take the drug.

For certain prescription drugs, we have additional requirements for coverage or limits on our coverage. These utilization management requirements and limits ensure that our members use these drugs in the most effective way and also help us control drug plan costs. A team of physicians and pharmacists developed these requirements and limits for our Plan to help us to provide quality coverage to our members.

Examples of these utilization tools include:

If there are additional changes made to the formulary that affect you and are not mentioned above, you will be notified in writing of these changes within a reasonable period of time from when the changes are made.

To get updated information about the drugs covered by MedMutual Advantage, please contact Medical Mutual Member Services at (844) 404-7947 or, for TTY users, (800) 716-3231, 24 hours a day, seven days a week.

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Prescription Drug Coverage Determination and Redetermination Request

Coverage Determination or Decision 

A coverage decision is a decision we make about your benefits and coverage, or about the amount we will pay for your Part D prescription drugs.

You, your appointed representative or your prescriber have the right to request a coverage determination in the following ways:

  • Call 1-800-935-6103 or, for TTY users, 1-800-716-3231, 24 hours a day, 7 days a week.
  • Complete the Medicare Coverage Determination Request Form and either:
  • Fax the form to 1-877-251-5896
  • Mail the form to Express Scripts:

Attn: Medicare Reviews P.O. Box 66571
St. Louis, MO 63166-6571

Expedited Coverage Determination
If you or your prescriber believes that waiting 72 hours for a standard decision could seriously harm your life, health, or ability to regain maximum function, you can ask for an expedited (fast) decision. If your prescriber indicates that waiting 72 hours could seriously harm your health, we will automatically give you a decision within 24 hours. If you do not obtain your prescriber's support for an expedited request, we will decide if your case requires a fast decision. You cannot request an expedited coverage determination if you are asking us to pay you back for a drug you already received.

For more information on asking for coverage decisions about your Part D prescription drugs, please see Chapter 9 of your Evidence of Coverage.

Coverage Redetermination or Appeal

If your coverage determination for a prescription drug was denied, you have the right to ask us for a redetermination (appeal) of our decision. You have 60 days from the date of our Notice of Denial of Medicare Prescription Drug Coverage to ask us for a redetermination.

A redetermination or appeal is a formal way of asking us to review and change a coverage decision we have made.

You, your appointed representative or your prescriber have the right to request a coverage redetermination in the following ways:

  • Call 1-800-935-6103 or, for TTY users, 1-800-716-3231, 24 hours a day, 7 days a week.
  • Complete the Medicare Redetermination Request Form and either:
  • Fax the form to 1-877-852-4070
  • Mail the form to Express Scripts:

Attn: Medicare Clinical Appeals Department P.O. Box 66588
St. Louis, MO 63166-6588

Expedited Redetermination
If you or your prescriber believes that waiting 7 days for a standard decision could seriously harm your life, health, or ability to regain maximum function, you can ask for an expedited (fast) decision. If your prescriber indicates that waiting 7 days could seriously harm your health, we will automatically give you a decision within 72 hours. If you do not obtain your prescriber's support for an expedited appeal, we will decide if your case requires a fast decision. You cannot request an expedited appeal if you are asking us to pay you back for a drug you already received.

For more information on asking for a coverage redetermination or appeal a decision about your Part D prescription drugs, please see Chapter 9 of your Evidence of Coverage.

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Request for an Exception

You can ask Medical Mutual to make an exception to our coverage rules. There are several types of exceptions that you can ask us to make:

  • You can ask us to cover your drug even if it is not on our formulary.
  • You can ask us to waive coverage restrictions or limits on your drug. For example, for certain drugs, the plan limits the amount of the drug that we will cover. If your drug has a quantity limit, you can ask us to waive the limit and cover more.
  • You can ask us to cover a non-preferred drug at the lower cost-sharing terms applicable to drugs in a preferred tier.

Generally, the plan will only approve your request for an exception if the alternative drugs included on the plan’s formulary would not be as effective in treating your condition and/or would cause you to have adverse medical effects.

Members may contact us to ask for an initial coverage decision for a formulary exception. When you are requesting an exception, you should submit a statement from your doctor supporting your request. Generally, we must make our decision within 72 hours of your request.

For more information on how to request an exception, please review Chapter 9 of your Evidence of Coverage.

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Pharmacy Directory and Information

In most cases, your prescriptions are covered under MedMutual Advantage only if they are filled at a network pharmacy or through our mail order pharmacy service. Once you go to one pharmacy, you are not required to continue going to the same pharmacy to fill your prescription but can switch to any other of our network pharmacies. We will fill prescriptions at non-network pharmacies under certain circumstances as described in your Evidence of Coverage.

Pharmacies may be added or removed from the list. For the most current list, please review our online Pharmacy locator or contact Member Services at (844) 404-7947 or, for TTY users, (800) 716-3231, 24 hours a day, seven days a week.

You can get prescription drugs shipped to your home through our network mail order delivery service. For more information, please contact us or see the Prescription Refills and Mail-order Services section below.

We also list pharmacies that are in our network but are outside Ohio, the area in which you live. You may also fill your prescriptions at these pharmacies. For more information, please see the Network Pharmacies Outside Ohio section in our Pharmacy Directory or call us at (844) 404-7947 (TTY (800) 716-3231 for hearing impaired).

If you have questions about any of the above, including instructions on how to submit claims for prescriptions that you had to fill at a non-network pharmacy, please see your Evidence of Coverage or contact us.

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Prescription Refills and Mail-order Services

For certain kinds of drugs, you can use the plan's network mail-order services. Please look in your Evidence of Coverage for details.

Generally, the drugs provided through mail order are drugs that you take on a regular basis, for a chronic or long-term medical condition.

Our plan's mail-order service allows you to order up to a 90-day supply.

To get order forms and information about filling your prescriptions by mail, please call Customer Service.

Usually a mail-order pharmacy order will get to you in no more than 14 days. However, sometimes, your mail order may be delayed. Please call Part D Customer Service at 1-844-404-7947 if you have not received your prescription within two weeks of ordering.

New Prescriptions the Pharmacy Receives Directly from Your Doctor's Office

The pharmacy will automatically fill and deliver new prescriptions it receives from healthcare providers, without checking with you first, if either:

  • You used mail order services with this plan in the past, or
  • You sign up for automatic delivery of all new prescriptions received directly from healthcare providers.

You may request automatic delivery of all new prescriptions now or at any time by providing consent on your first new home delivery prescription sent in by your doctor or health provider.

If you receive a prescription automatically by mail that you do not want, and you were not contacted to see if you wanted it before it shipped, you may be eligible for a refund.

If you used mail order in the past and do not want the pharmacy to automatically fill and ship each new prescription, please contact us by calling Part D Customer Service 1-844-404-7947.

If you have never used our mail order delivery and/or decide to stop automatic fills of new prescriptions, the pharmacy will contact you each time it gets a new prescription from a health care provider to see if you want the medication filled and shipped immediately. This will give you an opportunity to make sure that the pharmacy is delivering the correct drug (including strength, amount, and form) and, if necessary, allow you to cancel or delay the order before you are billed and it is shipped. It is important that you respond each time you are contacted by the pharmacy, to let them know what to do with the new prescription and to prevent any delays in shipping.

To opt out of automatic deliveries of new prescriptions received directly from your health care provider's office, please contact us by calling Part D Customer Service at 1-844-404-7947.

Refills on Mail-order Prescriptions

For refills, please contact your pharmacy 21 days before you think the drugs you have on hand will run out to make sure your next order is shipped to you in time.

So the pharmacy can reach you to confirm your order before shipping, please make sure to let the pharmacy know the best ways to contact you. You may provide our mail-order vendor with your preferred contact information by calling Part D Customer Service at 1-844-404-7947.

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Quality Assurance

MedMutual Advantage’s Quality Assurance and Utilization Management program was created to help ensure safe and appropriate use of prescription drugs covered under Medicare Part D. The program is designed to reduce drug interactions, reduce adverse drug events, optimize medication utilization, and provide incentives to reduce costs when clinically appropriate. This program is offered at no additional cost to MedMutual Advantage’s members and providers.

The Quality Assurance Program relies on multiple tools. These tools include, but are not limited to: prior authorization, quantity limits, step therapy, drug utilization review and clinical edits.

Drug Utilization Review

All billed prescriptions are screened by drug utilization review (DUR) systems that were created to identify and address clinical issues. DUR is conducted both at the point of sale and on a retrospective basis. At the point of sale, DUR involves clinical edits that are intended for the dispensing pharmacist. DUR that is conducted retrospectively is intended to identify circumstances that may suggest potentially inappropriate use or medically unnecessary care.

The clinical issues addressed by DUR include, but are not limited to:

  • Duplication of therapy
  • Misuse
  • Abuse
  • Overutilization or underutilization
  • Drug interactions that are clinically significant
  • Incorrect or inappropriate drug therapy
  • Contraindications that are patient specific

Drug Utilization Management

For certain prescription drugs, we have additional requirements for coverage or limits on our coverage. These utilization management requirements and limits ensure that our members use these drugs in the most effective way and also help us control drug plan costs. A team of physicians and pharmacists developed these requirements and limits for our Plan to help us to provide quality coverage to our members.

Examples of these utilization tools include: 

Generic Substitution When there is a generic version of a brand-name drug available, our network pharmacies will automatically give you the generic version, unless your doctor has told us that you must take the brand-name drug.

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Medication Therapy Management

The Medication Therapy Management (MTM) Program is a service for members with multiple health conditions and who take multiple medicines.  The MTM program helps you and your doctor make sure that your medicines are working to improve your health.

Eligible members will be automatically enrolled into the program and the service is provided at no additional cost to them member.  Please see below for eligibility details.  Participation is voluntary, but strongly encouraged. Members may choose not to participate in the program and opt out of the program on a yearly basis.

The MTM program is offered through our partnership with Express Scripts and The Medication Management Center (MMC) at the University of Arizona.  The MTM program is not considered a part of the plan’s benefit.

Who Is Eligible for the MTM Program

You may qualify for the MTM Program if:

  1. You have 3 or more chronic health problems. These may include:
    1. Asthma
    2. Chronic Heart Failure (CHF)
    3. Chronic Obstructive Pulmonary Disease (COPD)
    4. Depression
    5. Diabetes
    6. End-Stage Renal Disease (ESRD)
    7. High blood lipid (fat) levels
    8. High blood pressure
    9. Osteoporosis
  2. You take 7 or more daily medicines covered by Medicare Part D.
  3. You spend $3,967 or more per year on Part D covered medications

How the MTM Program Helps You

If you qualify for the MTM Program, you will be contacted and have the chance to speak with a highly-trained pharmacist or a pharmacist intern who is under the direct guidance of a pharmacist. During that call, the pharmacist or pharmacy intern will complete a comprehensive medication review of your medicines and talk with you about:

  • Any questions or concerns about your prescription or over-the-counter medicines, such as drug safety and cost
  • Better understanding your medicines and how to take them
  • How to get the most benefit from your medicines

What You Will Receive

If you qualify for the MTM Program, you will receive:

  • Welcome letter by mail and/ or phone call that tells you know how to get started.
    • Full medication review
    • You will have the chance to review your medicines and any issues you may have with a highly-trained pharmacist or a pharmacist intern under the direct guidance of a pharmacist each year.
      • This review will take about 20-30 minutes. This call can be scheduled at a convenient time for you.
  • Summary letter will be mailed that contains the following:
    • A medication action plan which contains a list of actions that can be completed by you to help improve your health. Included in the plan is space for you to take notes or write down any follow-up questions that you can address with your doctor at your next visit.
    • A personal medication list is a record of all of the medicines, prescription and non-prescription, that you take and the reasons why you take them.
  • Click here to see an example of a full medication review letter which includes the Personal Medication List.
  • Ongoing targeted medication reviews
    • At least once every 3 months your medicines will be reviewed, and you or your doctor may receive a letter or a phone call about any identified problems.

How to Learn More about the MTM Program

For information about the MTM Program or to see if you qualify, you can call MedMutual Advantage, please contact Medical Mutual Member Services at (844) 404-7947 or, for TTY users, (800) 716-3231, 24 hours a day, seven days a week.

If you are already enrolled in the MTM Program and you would like to complete your medication review, you can call 1-866-218-6646 Monday through Friday from 10 a.m. to 8 p.m. Eastern Time

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Have a Question? We Can Help!

Speak with a Medical Mutual licensed insurance agent or call your insurance agent.

Call 1-866-406-8777 (TTY 711 for hearing impaired)

Mon.-Fri. 8 a.m. to 8 p.m.

Page last updated on 8/2/2018
Y0121_W0487_2017_Sep17 CMS Approved