Inquiries and Member Services
Toll Free: 1-866-586-8044
Long Island Office
1991 Marcus Avenue, Suite M201
Lake Success, NY 11042-2057
7 Division Street- 3rd Floor
New York, NY 10002
This information is available for free in other languages. Please contact our Member Services number at (866) 586-8044 for additional information. (TTY users should call (800) 662-1220).
Hours are from October 1 to February 14, you can call us 7 days a week from 8:00 a.m. to 8:00 p.m. Eastern time and from February 15 to September 30, you can call us Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern time. Your call will be handled by alternative technologies on Saturdays, Sundays, and Federal holidays.
Contact Information for Members
If you have a concern about any aspect of your care coordinated by AgeWell New York, Member Services is there to help. AgeWell New York wants you to understand your plan and receive the best possible care available. The Member Services department exists for that reason.
You may call Member Services to reach your Care Manager, ask questions about your covered benefits, obtain information about services and appointment times, replace a lost ID card or to arrange medical transportation.
Member Services specialists are available by telephone to answer your questions and work with your care team to arrange for authorized services.
In Cases of Emergency
In the event of an emergency, dial 911 or proceed to the nearest hospital. Be sure to bring all pertinent information with you. Emergency care means a sudden onset of a condition that poses a serious threat to your health. For medical emergencies dial 911 and they will determine if an emergent or emergency condition exists. Prior authorization is not needed for emergency care. However, notify AgeWell New York within 24 hours of the emergency. You may be in need of long term care services that can only be provided through AgeWell New York.
If you are hospitalized, a family member or other caregiver should contact AgeWell New York within 24 hours of admission. Your Care Manager will suspend your home care services and cancel other appointments as necessary. Be sure to notify your primary care physician or hospital discharge planner to contact AgeWell New York so that we may work with them to plan your care upon discharge.
Getting Care in a Disaster
If the Governor of your state, the U.S. Secretary of Health and Human Services, or the President of the United States declares a state of disaster or emergency in your geographic area, you are still entitled to care from AgeWell New York.This includes access to emergent or urgent care as well as obtaining needed prescriptions. For assistance during this time, please call 1-866-586-8044. TTY users should call 1-800-662-1220.
Please visit our website for information on how to obtain needed care during a declared disaster at www.agewellnewyork.com.
Please refer to the link below for more information about obtaining needed care during a declared disaster.
Health Disclosure Forms