Skip to main content
Woman drinking coffee outside

Coronavirus: We're here to help.

We're here for you, no matter what.

Update your contact info

Check that your email is up to date to stay informed on COVID-19.

Log In

See a doctor right from home

Coronaviruses are spread from an infected person to others through the air by coughing and sneezing, as well as through close personal contact, such as touching or shaking hands. Therefore, Innovation Health is providing telemedicine options to members who need to see a doctor.

Learn more about telemedicine

Extra benefits to help you

Innovation Health is offering members extra benefits designed to help everyone stay healthy and comfortable. These include extras like care packages, no-fee prescription home delivery and dedicated care manager support.

Learn what’s available to you

Man sitting on couch with laptop

We’re here to listen

We’re all in this together. To help you get through everything, we’re providing crisis support, a 24/7 medical hotline, and a direct line to our Nurse Concierge team.

Find support resources

The Resources for Living line is available for those in need of further support at: 1-833-327-2386

Keeping you informed

Visit our COVID-19 FAQ page for answers and the latest information.

Visit our COVID-19 FAQs

How you can stay safe

Learn how to keep yourself and your family safe during COVID-19.

Learn how to stay safe

We’re here to support you

Find out how

Stay informed

Visit the CDC website for the latest news.

Visit the CDC

Get state health info

Find testing info, updated case counts and more from your state’s health department.

Virginia Department of Health

Learn the latest

Learn how CVS Health and Inova Health, our owners, are responding to the COVID-19 outbreak.

Visit CVS Health

Visit Inova Health


Supporting Medicare Members

What is telehealth?

Telehealth is the term Medicare uses for telemedicine. Telemedicine refers to real-time virtual care. This can include:

  • Live-video conferencing with providers
  • Telephone-only consultations with providers
  • Services provided by vendors like Teladoc®

Medicare Advantage members should use telemedicine as their first line of defense to limit potential exposure to COVID-19 in physician offices.

How is Innovation Health covering telehealth services for their Medicare members?

Through September 30, 2020, Innovation Health is extending all member cost-sharing waivers for in-network telehealth visits for outpatient behavioral and mental health counseling services for all Medicare Advantage plan members.

Innovation Health is also waiving member out-of-pocket costs for all in-network primary care visits, whether done in-office and via telehealth, for any reason, and encourages members to continue seeking essential preventive and primary care during the crisis. This is effective May 13, 2020 through September 30, 2020.

Medicare Advantage members may use telemedicine for any reason, not just COVID-19 diagnosis. This means members can continue to receive clinical care from their providers, for example, discuss their diabetes care plan or schedule a sick visit, without having to leave their home and risk exposure to COVID-19.

How can our Medicare Advantage members access telehealth services?

Members should contact their doctor to see which telehealth services they may be able to offer their patients and how to schedule them.

Can our Medicare Advantage members use Teladoc?

Yes, we have temporarily made Teladoc available to all of our Medicare Advantage members for general medical care only, at no cost, through September 30, 2020. However, we encourage members to seek virtual care from their own doctors first when possible to maintain care continuity.

To access Teladoc, members can call 1-855-TELADOC (855-835-2362) or visit https://member.teladoc.com/aetna for help. It’s available 24/7.

Can Teladoc provide the same telemedicine services as Medicare Advantage members’ own doctors?

No, Teladoc can be used by Medicare Advantage members for general medical care only. Members should seek other telehealth care, such as dermatology and behavioral health services, from their own doctors.

Does my plan cover CVS MinuteClinic virtual visits?

Yes. MinuteClinic Video Visits are now covered and copays are waived through September 30, 2020. To access MinuteClinic Video Visits, members can visit  https://www.cvs.com/minuteclinic/virtual-care/video-visit or download the CVS mobile application. It’s available 24/7.

Will I have to pay for COVID-19 testing?

If a doctor requests testing related to COVID-19 for a Medicare member, the test will be fully covered, with $0 copay or cost share.

Will I have to pay for COVID-19 treatment?

No, we will cover the cost for treatment of COVID-19 for our members in full in the provider office. We will also cover the cost of the hospital stay for all of our Medicare Advantage members admitted March 25, 2020 through September 30, 2020.

How do I get my medications if I am in self-isolation or quarantined?

We recommend using mail-order –- it’s available for most maintenance medications (medication you take regularly for things like high blood pressure). There’s no delivery fee and you can have up to a 90-day supply delivered directly to your home.

To get started with mail-order you can either call the phone number on your ID card or visit Innovationhealthmedicare.com.

In addition to mail-order, most home delivery fees have been waived for prescriptions purchased from a CVS retail pharmacy. Through June 30, 2020, charges for standard 1-2 day delivery fees are waived. Same-day delivery cost is $7.99.

Can I receive an early refill on maintenance medications?

Yes, you may request early refills on maintenance medications. 

  • If the drug is on a non-specialty tier, we’re waiving early refill limits up to a 90-day supply.   
  • If the drug is on a specialty tier, we’re waiving early refill limits for a 30-day supply. 

All prescriptions must comply with state dispensing requirements and have enough refills to be filled. To get an early refill, the pharmacy will need to do an override (they should follow standard message codes to complete this action). They can always call the pharmacy help desk for assistance.

Is there a limit on how often I can receive an early refill?

At this time there is no limit to the volume of early refill requests that can be made.

Should I call my plan to request an early refill?

No, please contact your pharmacy directly for assistance.

Can I use out-of-network pharmacies?

Yes, however, you’ll have to pay for the prescription at the point of sale and submit a claim form to get reimbursed. We therefore strongly recommend that you use network pharmacies whenever possible for the best member experience and ease of payment process. Call the phone number on your ID card if you need help.

What should I do if local pharmacies start closing?

Public health and safety are important so most pharmacies will remain open. If your pharmacy closes unexpectedly, please call your prescribing doctor and let them know the prescription needs to be sent to a different pharmacy.

You also have the option to use mail-order. It’s available for most maintenance medications (medication you take regularly for things like high blood pressure). There’s no delivery fee and you can have up to a 90-day supply delivered directly to your home. To get started with mail-order you can either call the phone number on your ID card or visit Innovationhealthmedicare.com.

Are there any dangers regarding medications manufactured in China?

The Food and DrugAdministration (FDA) has not indicated there are any concerns with drugs manufactured in China. The FDA protects public health by promoting supply chain integrity and working to ensure medicines imported to the U.S. meet legal and regulatory requirements. Imported drugs must meet FDA’s standards for quality, safety and effectiveness.

I’ve heard there’s a risk of shortages in my medication. Should I be worried?

We are closely monitoring drug supply and currently do not see any disruptions to the supply chain as a result of COVID-19 that would affect the ability to fill prescriptions. As always, we encourage you to fill your prescriptions in a timely manner.

What if my doctor’s office closes and is unable to assist with things like getting a prescription, finding a new drug or completing a prior authorization?

Many doctors are offering telehealth services. Telehealth allows providers to assist patients virtually or over the phone. If your doctor doesn’t offer telehealth, try calling the local hospital to see if telehealth is available.

What else can I do to keep myself safe?

The best way to prevent illness is to avoid being exposed to this virus. The Centers for Disease Control and Prevention (CDC) recommends these steps to help stay safe:

  • Wash your hands often
  • Avoid close contact with others (distance of 6 feet is preferred)
  • Stay home if you’re sick
  • Cover your mouth and nose with a tissue if you sneeze or cough. Then throw it away immediately in a lined trash-can
  • Wear a facemask if you’re sick
  • Clean and disinfect frequently touched surfaces (like counters and doorknobs)

For more information, members can visit the CDC website at: cdc.gov/coronavirus

What’s the phone number for the Crisis Response Line [Resources For Living]?

The phone number is 1-866-370-4842 (TTY: 711) for Medicare members.

What’s the phone number for the 24-hour Nurse Line?

The phone number is 1-855-493-7019 (TTY: 711).

How do I get a Resources For Living toolkit?

The toolkit is an online resource with helpful info about the coronavirus and tips for staying healthy. It also includes a recorded webinar to help members cope with coronavirus fears. Just visit http://www.promoinfotools.com/Communications/ecard/Svcs/Wellness/CoronavirusFearsRFL.html to access the toolkit.

Y0123_NR_0009_20197c_2020_C 05/2020

Together, better health

Inova and Aetna have partnered to transform the patient health care journey. Through integrated, coordinated team communication and innovative programs, our plans are personalized to fit your needs, at any stage. Discover how we help members achieve their health ambitions, right in their community.

Legal Notices & Privacy Policies

Health benefits and health insurance plans are offered and/or underwritten by Innovation Health Insurance Company and Innovation Health Plan, Inc. Innovation Health Insurance Company and Innovation Health Plan, Inc. are affiliates of Inova and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna provides certain management services to Innovation Health. Each insurer has sole financial responsibility for its own products.

Language Assistance Language assistance can be provided by calling the number on your member ID card. For additional language assistance: Español | 中文 | Tiếng Việt | 한국어 | Tagalog | Pусский | العربية | Kreyòl | Français | Polski | Português | Italiano | Deutsch | 日本語 | فارسی | Other Languages…

Request a Quote
Continue >

Link 1

Link 2

Link 3

You are now being redirected to www.aetna.com.

Innovation Health Insurance Company and Innovation Health Plan, Inc. (Innovation Health) are affiliates of Aetna Life Insurance Company (Aetna) and its affiliates. Aetna and its affiliates provide certain management services for Innovation Health.

Cancel Continue

Notice:

Notice: Beginning 7/23/19 the Innovation Health member portal has changed to the new Aetna Health portal.  This system transition will not affect any member or plan information and can still be accessed through the member portal "Log In" button on innovationhealth.com.  This system transition is part of our ongoing goal to better serve our members and improve their experience.

Cancel Continue

You are now leaving the Innovation Health website.

Innovation Health Insurance Company and Innovation Health Plan, Inc. (Innovation Health) are affiliates of Aetna Life Insurance Company (Aetna) and its affiliates. Aetna and its affiliates provide certain management services for Innovation Health.

Cancel Continue

You are now leaving the Innovation Health website.

Links to various non-Innovation Health sites are provided for your convenience only. Innovation Health and Aetna Inc. and its subsidiary companies are not responsible or liable for the content, accuracy, or privacy practices of linked sites, or for products or services described on these sites.

Cancel Continue