Urgent Care
If you believe a situation is a medical emergency, call 911 immediately or go to the nearest emergency facility. In an urgent (not life- or limb-threatening) situation, contact your physician for advice or seek treatment at an urgent care center, such as Patient First, Righttime or Doctors Express.
Where you receive that care is a personal decision, and you always have choices. However, establishing a relationship with one doctor is the best way for you to receive consistent, quality care. Your PCP is most familiar with your medical history and may be able to see you right away or direct you to further medical care should it be necessary.
Additionally, your out-of-pocket costs will be less when visiting a PCP office versus an urgent care center. Don’t forget convenience care centers are also an option for immediate care and they are often a lower cost option than urgent care centers.
Questions that Require Phone Support
The following questions are best answered by one of our Member Services experts.
Questions that Require Phone Support
Some questions are too specific or personal to be answered online. That’s when you need to talk to one of our experts.
Member Services
- How do I get immediate help with a change in my membership?
- When will I get my new member ID cards?
- How do I get proof of coverage or a letter of credible coverage?
Technical Help
- How do I get help if I’m having technical issues with the website?
- How do I get help if I’m having trouble registering for My Account?
- How do I get help if I’m having trouble logging on to My Account?
- How do I log in to My Account if my email and phone number aren’t on file or haven’t been verified?
- How do I get help if I’m having trouble submitting forms or attachments?
Call Member Services using the phone number on the back of your ID card.
Call Technical Help
Phone: 877-526-8390
Hours: Monday–Friday, 8 a.m.–6 p.m. ET
Member Services
- Can you help me understand how my insurance plan works?
- How do I get assistance with complex benefits or specific benefit issues?
- How do I get more information about a particular treatment/service I’m considering?
- How do I find out if I need prior authorization for a procedure?
- What’s the status of my prior authorization request?
- How do I know how many visits I have remaining for a specific service (e.g., physical therapy)?
- How do I know how much money I have remaining in my allowance for a specific service (e.g., infertility treatments)?
Member Services
- Who do I talk to about billing issues?
- What’s the status of my claim appeal?
- Can you explain the denial code on my benefits claim?
- Can you help me with a claim I think has been processed incorrectly?
- Why is my claim being adjusted?
- Why was my claim with my in-network doctor processed as out-of-network ?
- Can you help me figure out how much I owe and to whom?
- Can you help me update my Coordination of Benefits (COB)?
- Can you help me with a routine visit that requires applied a cost share/patient liability?
- What’s the status of my over-accumulation review?
Member Services
- I can’t find a medical specialist for a specific issue. Can you help me?
- I can’t find a mental health specialist for a specific issue. Can you help me?
- Can you help me find an in-network doctor who doesn’t appear when using the Find a Doctor tool?
- Do I need prior authorization for a procedure I’m considering?
- Do I need a referral to see a specialist?
- Can you tell me if a doctor who’s not listed as a pediatrician works with children?
Member Services
- How can my healthcare plan help me save money?
- Am I eligible for any non-medical discounts through CareFirst?
Support & Service
Need help with your plan?
Have a question about your benefits? Not finding your answer online? Something else? We’re here for you.
Member Services
If you have additional questions, call Member Services using the phone number on the back of your ID card.
Having technical problems?
Can’t log in? Page not loading? Getting an error message? We can help.
Technical Help
Phone: 877-526-8390
Hours: Monday–Friday, 8 a.m.–6 p.m. ET
Need in-person assistance?
Do you have a coverage question that's hard to explain? Or do you just prefer meeting face-to-face? Either way, you're welcome to visit us.
CareFirst Engagement Center
1501 South Clinton Street
Baltimore, MD 21224
Hours: Monday–Friday, 10 a.m.–6 p.m. ET
To schedule an appointment, click here.
Related Resources for "Finding Care"
Select a Primary Care Provider (PCP) Guide
Having a Primary Care Provider can help you stay healthier. Here’s how to find one.
Find a Doctor tool
Save time finding the right doctor, specialist or care provider for your specific needs.
Where to go when you need care
Not sure where to go for the care you need? Watch this quick video for advice that’ll save you time and money.