Q: Will I get a new medical ID card? Will my family get new medical ID cards?
A: You will receive a new medical ID card from Independence on or before November 1, 2019. If you have
dependents on your plan, you will receive cards for each covered dependent.
In addition, prior to November 1, 2019, you will be given information on how to access the Independence member
portal ibxpress® at https://www.ibx.com/login. The portal will allow you to print copies of your medical ID card.
Finally, the Independence mobile app allows you to get a copy of your medical ID card on a mobile device.
Q: How can I find out if current doctors are participating providers with Independence?
A: You can search for doctor names by using the Independence online provider directory search at
https://www.ibx.com/individuals/find_provider/index.html. In addition, you can contact your doctor’s office to
confirm that he or she is participating with Independence. There is a very close provider match for the Trust
participant providers versus the current plans.
Q: What should I do if my current doctor is not a participating provider?
A: Please share the name, address and phone number of the non---participating doctor with your employer's HR
Contact or Business Office representative so that this information can be passed along to Armstrong, Doyle & Carroll
(ADC). ADC will notify Independence to attempt to recruit the provider into the Independence network.
Q: How will my doctor(s) be notified of my change in medical administrator?
A: During the first medical appointment on or after November 1, 2019 for yourself and for each covered family
member, you will simply present the provider with your Independence ID card.
Q: What impact will the change to Independence have if I’m currently receiving ongoing medical
care?
A: Given the size of the Independence provider network, it is highly likely that your current medical doctor accepts
Independence, so there should be little or no impact to your current course of treatment.
If your current doctor(s) does not accept Independence and you are in an active course of treatment for a diagnosed
condition, you will have the opportunity to make a transition of care coverage request to Independence. Transition
requests can allow for certain treatments to be covered for a period of time by a provider not in the Independence
network. Some examples are pregnancy care, chemotherapy, and physical therapy. Information will follow on this
topic as November 1, 2019 approaches. If you have concerns about transition of care issues, please feel free to call
Armstrong, Doyle & Carroll for help with this process.
Q: What will happen if I already have a pre-certification for services?
A: If you have a currently approved pre-certification for specialty medicines or procedures, these
prior approvals are being transferred to Independence with your coverage. If there are any
questions or concerns about them, you can contact Armstrong, Doyle & Carroll.
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