A state of emergency has been declared related to the outbreak of novel coronavirus (COVID-19). If you are impacted and need assistance in obtaining medical service or prescription drugs, please contact Customer Service at 1-866-597-9560. If you are experiencing a medical emergency, please call 911.

Essence Healthcare is waiving all member related costs associated with the testing and treatment of confirmed or suspected COVID-19 cases from March 1st, 2020 forward. This includes any applicable co-pays, co-insurance, or deductibles that our members would have normally been responsible for. This waiver will be in effect until December 31, 2020.

Your over-the-counter (OTC) benefit is managed by Convey Health Solutions. Unfortunately, due to the COVID-19 pandemic, Convey is experiencing shortages of certain OTC items. Please visit the Convey website at www.essencehealthcareOTC.com for latest availability. You may also call Convey to place an order and if a specific item is not available, they can help you find an alternative solution. Their number is 1-877-494-2806. Please be assured that Convey is working diligently to refill their inventory. We apologize for any inconvenience this may cause and thank you for your patience.

Here's more information on managing stress during this time.


Customer Service

Besides your long-term health and well-being, there is nothing more important to us than the level of service you receive from Essence. In fact, we think you will soon find that we are not your ordinary customer service team, but a special group of people who truly care about your health and individual needs.

Each year, Medicare asks people to rate their satisfaction with their Medicare Advantage or Part D health plan and each year, Essence Healthcare stands out from the crowd. Our staff members are attentive, respectful, and serve as a true advocate for your needs.

When you call Essence, you will first be greeted by an automated voice recording. Don’t let this recording alarm you. It is simple and fast, and it helps us make sure you talk to the right member on our team. Just press the number 3 on your telephone keypad if you have a question or issue with your pharmacy benefits, or press the number 4 if you have a question or issue with your medical benefits. Rest easy knowing you will be connected to a live person who will help you with your question.

In addition, the Essence website offers many features you may find helpful such as claim and referral look up and online formulary and provider directory search function.

If you want a Provider Directory mailed to you, or if you need help finding a network provider and/or pharmacy, please call customer service at 1-866-597-9560 (TTY: 711). You may also email your request for the directory at customerservice@essencehealthcare.com or you can always access our online searchable directory. If you are requesting a copy of the provider directory via email, be sure and include your member ID to ensure a provider directory for your specific plan and service area will be mailed.

Remember, help is only one phone call away. Our Customer Service team is standing by, happy and eager to assist you.

Contact Us

13900 Riverport Drive
Maryland Heights, MO 63043

Toll Free: 1-866-597-9560
Phone: 314-209-2700
(TTY: 711)
Fax: 1-888-480-2577 (Customer Service, Claims and Grievance Requests)
Fax: 1-314-770-6024 (Appeals)

We are available for phone calls 7 days a week from 8 am to 8 pm. You may receive a messaging service on weekends and holidays from March 31 through September 30. Please leave a message and your call will be returned the next business day.

If you contact us via email during weekend or holidays we will respond back to you the next business day.

Please note that our main customer service number presented above is the designated number for submitting oral requests for expedited appeals.

Customer Service Email: customerservice@essencehealthcare.com

Non-Member Email: sales@essencehealthcare.com

Non-Discrimination and Multi-Language Support:

Download the Notice of Non-Discrimination & Multi-Language Interpreter Services document.

Y0027_20-322 - Last updated 01/30/2020