FAQs


Listed below are frequently asked questions regarding University Family Care, or pertaining to health insurance in general. Clicking a topic below will expand the section to reveal questions with answers and/or additional information related to the question.




  • FAQs
    • Q: How can I be removed from the automated call list?
      A: Call Customer Care @ 1 (800) 582-8686 and they will have your name excluded from automated calls. Be sure to tell them all family members on our plan.
    • Q: If I am over 21 do I have dental benefits?
      A: Only in case of : > Trauma due to an accident or an injury > Transplant or cancer cases that require dental services > Acute pain associated with an infection or jaw fracture > No preventive services are covered, like cleanings, fillings, TMJ, or extractions
    • Q: Do I have coverage outside the state of Arizona?
      A: Only for emergency services- if you have moved, please contact Arizona DES and the organization that administers Medicaid in the state you now live in so that you can re-qualify for Medicaid benefits at your new address. Reminder- any provider offering emergency services MUST be registered with AHCCCS for payment.
    • Q: Do I need a referral to see a specialist?
      A: Yes, you should always see your PCP first, so they can determine the best treatment for you. If that includes seeing a specialist they can arrange that for you and make the referral. Note- You do not need a referral to see an OB/GYN.
    • Q: Who is my PCP?
      A: Call Customer Care @ 1 (800) 582-8686 and they can assist you with this- please be sure to call Customer care before seeking treatment so they can confirm the PCP you have been assigned.
    • Q: Can I change my PCP?
      A: Yes you can- we recommend no more than 5 times per year and never more than once in a month. That way everyone that has treated you is able to be paid for their services. We want you to find a physician that you can develop a relationship with and feel comfortable talking with about your health care needs. Remember- always call Customer care first- we can help you find a doctor as well as confirm who you are already assigned to.
    • Q: How can I find out what doctors and pharmacies are contracted with the plan?
      A: We have that information right here on our website- simply go to www.ufcaz.com. You can also call Customer care @ 1 (800) 582-8686 and they can assist you with any questions you may have about providers in your area.
    • Q: How do I get a new ID Card?
      A: You can call 1 (800) 582-8686 and they will place an order for a new card for you.
    • Q: Can I get a ride to my doctor's office or my medical appointments?
      A: Yes you can, call 1 (800) 582-8686 and you will be given an option to select transportation. Transportation services are available for non-emergency medical needs and we ask that you try to schedule at least 72 hours in advance. If it is an emergency, dial 911.
    • Q: When is my renewal date?
      A: Call Customer Care @ 1 (800) 582-8686 and they can assist you with this. You can also go to www.healthearizona.org and renew or apply.
    • Q: Where can I get a Flu shot?
      A: Your PCP can administer, or you can go to any of the contracted clinics or pharmacies.
    • Q: If I am over 21 do I have any vision benefits?
      A: Eyeglasses or contacts for members over the age of 21 are only covered after cataracts are removed.
    • Q: How can I get vaccinations if my PCP does not have them available?
      A: All PCP's that have children ages 20 and under assigned to his or her panel must participate in the vaccination for children's program. However if a vaccine is needed, there are urgent care facilities that offer vaccinations, or we can assist you in finding a PCP that will provide vaccinations.
    • Q: What do I do if my PCP cannot schedule me for an appointment for me?
      A: All PCP's have pre-established requirements regarding appointment availability. However, if you are not able to get an appointment within the time frame you need, we can call your provider for your and see if we can get you an appointment. If not, then you can schedule an appointment at a later date or we can have help you find a new PCP that can better serve your health needs.
    • Q: Will my health plan cover over-the-counter items or drugs?
      A: Your AHCCCS health plan will cover over-the-counter items if the items are prescribed through your PCP and filled at a pharmacy. For instance vitamins, laxatives may be covered but not band aids.
    • Q: How can I update my address
      A: Contact the Customer Care Center at 1 (800) 582-8686 to update your address, if your address change is within the same county. If you have relocated to a different county or state, then your address change must be made through your "Eligibility Office".
    • Q: How can I authorize a friend or family member to access my account?
      A: Contact the Customer Care Center at 1 (800) 582-8686 and you can give permission to authorize a friend or family member to access your account information for up to one year. Customer Care will need the following information for your authorized contact: name, phone number, date of birth, and address.
    • Q: Why do I always have to provide my address and date of birth and telephone number before I can get information?
      A: In order for us to protect our member's private health information we need to identify we are speaking to the proper member and we do this by verifying information like address, date of birth and telephone number.
    • Q: What do I do if my Pharmacy will not release my prescription?
      A: Contact the Customer Care Center at 1 (800) 582-8686 and we can determine the issue and provide more information regarding the denial, or if prescription is denied in error we can help solve the issue.
    • Q: What do I do if I think my AHCCCS ID card was stolen?
      A: Contact the Customer Care Center at 1 (800) 582-8686 to report your card has been stolen and we can issue a new identification card to replace your stolen card.
    • Q: When is it better to go to an urgent care?
      A: If your condition is not serious enough to go to the emergency room but you feel you need immediate attention you should go to an urgent care facility. Urgent care should treat your current issue but you still need to visit your primary care physician for your general healthcare needs.