Frequently Asked Questions

We’re here with you every step of the way to provide the answers you need, right when you need them. Below, you’ll find answers to some of the questions we hear most often. Sort them by topic to find the answers you’re looking for.

Call Member Services at 1-800-559-3500 for additional information. (TTY Users: 711). Hours are 8 a.m. to 8 p.m., seven days a week from October 1 to February 14.

From February 15 to September 30 hours are 8 a.m. to 8 p.m. Monday through Friday. Messages received on holidays and outside of our business hours will be returned within one business day.

Q: My friends are interested in joining SCAN. What should I tell them to do?

A: Great! The easiest thing would be to send them here to our site. On our homepage, they can click Find a Plan and we’ll help them search for the best plan based on their needs. If they have any questions, or if they’d prefer to speak with one of our representatives by phone, they can call us at (877) 452-5898, and we’ll be happy to take the time to discuss their options with them.


Q: What should I do if I receive a bill for covered services?

A: If you’ve already paid your copayment or coinsurance for a covered service, you shouldn’t get another bill from your doctor or specialist. If you do, please call Member Services, and we’ll look into it to see if there’s anything else you need to do.


Q: The county I live in has a monthly premium. How will I be billed, and how do I pay it?

A: You’ll receive a bill by mail. The easiest way to pay it is to set up an automatic payment from your checking or savings account by calling Member Services. You can also pay by check, money order, credit or debit card.


Q: How do I know which pharmacy to use to fill my prescriptions?

A: SCAN works with a wide variety of pharmacies—there are currently more than 68,000 pharmacies in our network. To find one in your area now, use our pharmacy search tool.


Q: How will I know if the drug I’ve been prescribed is covered by SCAN?

A: Our formulary has a list of all of the drugs covered by SCAN Health Plan. If you’re looking for a specific drug, use our formulary search tool to see if it’s covered.


Q: Are there ways that I can save money on my medications?

A: There are several things you can do to make sure you’re getting the best value on your prescription drugs:

  • Use generic drugs. Ask your doctor if the drug you’re taking is available in a generic version.
  • Just say 90-day! Many SCAN plans offer discounts when you fill a three-month (90 day) supply of a prescription, instead of just a one-month supply. Plus, picking up three months’ of medication at once is a lot more convenient.
  • See if you qualify for Extra Help through the Medicare Part D Low Income Subsidy program. To learn more, call SCAN Member Services.


Q: What’s the largest supply of prescription drugs I can get at one time?

A: You can get a 90-day supply at one time for many prescription drugs. These are noted in our list of covered drugs (our formulary). Many SCAN plans also offer discounts on 90-day supplies of certain drugs. Ask your doctor or pharmacist if your medications qualify for 90-day refills, or call SCAN Member Services. We can tell you if your prescription qualifies and let you know if there are any cost savings.


Q: I’m going on vacation and want to refill my prescriptions before I leave, but the pharmacy says it’s too early to refill them. What should I do?

A: We can definitely help you get a vacation supply of your medications. Have your pharmacist call the Pharmacy Help Desk number on the back of your ID card and ask for a “vacation fill.”


Q: My SCAN plan offers non-emergency transportation benefits. How do I arrange for a ride?

A: If you need transportation to routine medical appointments with your SCAN doctor or other healthcare provider—or to pick up a prescription from a pharmacy in the SCAN network—you can schedule a ride by calling our transportation department. Please call at least 24 hours in advance for a taxi or passenger vehicle, or at least 48 hours in advance if you need a wheelchair van. Ride limits may apply. In San Diego or Ventura County, call (844) 714-2218. In all other counties, call (866) 779-0560.


Q: How do I change doctors?

A: You can choose a new primary care doctor at any time, for any reason. To search for a doctor in your new area now, use our doctor search tool. To make the change, or if you need help choosing a doctor, call Member Services. We’ll send you a new SCAN ID card with your new doctor’s name and contact information. Please note:

  • If you switch doctors before the 20th of the month, your change will take effect on the 1st of the next month. For example: if you change doctors on April 15th, the change will take effect on May 1st.
  • If you make your change after the 20th, it will take effect the 1st of the following month. For example: if you change doctors on April 25th, your change will take effect on June 1st.


Q: Does SCAN cover annual physical exams?

A: Yes! It’s important to see your primary care doctor at least once every year. These exams are when your doctor will recommend any preventive tests and screenings you may need, and see how you’re managing any chronic conditions. So, if you haven’t seen your doctor in the past 12 months, please call to schedule an appointment soon.


Q: I’m a new SCAN member. When will I get my ID card?

A: Your ID card should arrive in the mail approximately 10 days after your application is processed.


Q: I lost my SCAN ID card. How can I get a replacement?

A: We’d be more than happy to send you a replacement card. You can either request an ID card online now or call Member Services.


Q: If I travel outside the SCAN service area and need emergency care, what should I do?

A: All of our plans cover emergency and urgent care anywhere in the United States, and some plans even include worldwide coverage. In an emergency, get medical care first. We do ask that you call Member Services within 48 hours of receiving emergency services, or have a family member contact us if you aren’t able. We can let you or your family member know any next steps to help ensure your care is transitioned easily once you get home.


Q: I have diabetes. Can I get my blood sugar testing supplies and blood glucose monitor covered by SCAN?

A: Yes. SCAN covers diabetes testing supplies, but please pay attention to the brands and specific products we cover, which are listed in our formulary: (Abbott) Freestyle brand blood glucose monitors, test strips and control solution, and any brand of lancets and lancet devices/kits for testing your blood sugar, including those produced by Accu-Chek and One Touch. Simply have your doctor write a prescription for your supplies, and then get the prescription filled at any SCAN network pharmacy. Testing supplies are also available from Express Scripts, SCAN’s Mail Order Pharmacy.