Medical Mutual Customer Care Phone Number: How to Reach the Right Team Quickly

Because Medical Mutual serves multiple lines of business—employer group health plans, Individual & Family plans (on and off the Marketplace), Medicare Advantage, Medicare Supplement, dental and vision—the specific Customer Care phone number varies by plan. The definitive number for your coverage is printed on the back of your Medical Mutual member ID card under “Customer Care,” “Member Services,” or “Medicare Member Services.” This is by design, so you reach a team trained on your benefits, your provider network, and your claims platform on the first call.

If you don’t have your ID card handy, the fastest way to retrieve the correct phone number is to sign in to your secure member account at https://member.medmutual.com or visit the public contact page at https://www.medmutual.com and choose “Contact Us.” You’ll be prompted to select your plan type, and the site will display the current phone number and service hours for your line of business. For members using a TTY, dial 711 to access the Telecommunications Relay Service and ask the operator to connect you to the Medical Mutual number shown on your card or on the website.

Where to Find Your Customer Care Number and Typical Hours

Your plan’s Customer Care number appears in two places: the back of your physical ID card (mailed within roughly 7–10 business days from enrollment) and the digital ID card in your online account. In the portal, navigate to “ID Card” or “Get Help” to display the number, along with your Group and Member IDs. If you are a new enrollee and have not received your card after 10 business days, log in to download a temporary card or call the plan’s sales/service intake number listed on the Contact Us page to verify your address and mail status.

Service hours vary by plan, but most commercial (employer or individual) member service teams operate Monday through Friday during standard business hours in Eastern Time. Medicare Advantage plans follow CMS standards: October 1–March 31, member service typically operates 8 a.m.–8 p.m., 7 days a week; April 1–September 30, 8 a.m.–8 p.m., Monday–Friday (with alternate contacts after hours). Always confirm the current hours shown alongside the phone number on the website or your ID card, as holiday schedules are posted and may change year to year.

Plan-Specific Lines You May See on Your Card

Employer and Individual & Family Plans

For commercial plans, you’ll usually see a general “Customer Care” or “Member Services” number for benefits, claims, eligibility, and network questions. Many cards also list separate numbers for pharmacy benefits (PBM), behavioral health/mental health services, medical management (prior authorization/case management), and a 24/7 nurse advice line. Call the Member Services number first if you’re uncertain which department you need—representatives can warm-transfer you to the right partner if pharmacy or behavioral health is administered by a specialized vendor.

If you enrolled through the Health Insurance Marketplace (Healthcare.gov), your ID card still directs you to Medical Mutual’s Member Services for plan-specific issues, but Marketplace enrollment or subsidy questions are handled by HealthCare.gov at 1-800-318-2596 (TTY 1-855-889-4325). Keep your Marketplace application ID available if your question involves premium tax credits, changes in income, or Special Enrollment Periods.

Medicare Advantage and Medicare Supplement

Medicare Advantage (MA/MAPD) member cards list a dedicated “Medicare Member Services” phone number. In addition to benefits and claims, that team can help with coverage decisions, prior authorizations, formulary tiers, and star rating-related service questions. Per Medicare rules, MA plans offer extended hours October–March (8 a.m.–8 p.m., 7 days) and maintain after-hours solutions April–September. If you need immediate Medicare guidance when the plan is closed, you can call 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048, 24/7.

Medicare Supplement (Medigap) members also use a plan-specific number printed on their card or billing statement. Supplement plans don’t have provider networks; however, Customer Care can help with premium billing, portability, and how Medigap coordinates with Original Medicare for Part A and B services. For prescription drug coverage, Medigap members often pair a separate Part D plan—use the Part D plan’s member services for drug benefit questions.

What to Have Ready Before You Call

Having complete information speeds up identity verification and lets the representative research your request without putting you on hold to look things up. Before dialing, gather the documents and data points below.

• Member ID (from your card), Group/Policy number, full name, date of birth, address, and a good callback number.
• For claims: date(s) of service, provider name and NPI, claim number (from your EOB), and the billed CPT/HCPCS codes if you have them.
• For authorizations: the procedure or service, diagnosis codes (ICD-10) if provided by your doctor, and the scheduled date/facility.
• For pharmacy: drug name and strength, 11-digit NDC if available, your RxBIN/RxPCN/RxGroup (listed on your card), and your pharmacy’s phone number.
• For Marketplace or Medicare: your application ID or Medicare Beneficiary Identifier (MBI), respectively.

Common Reasons to Call and Realistic Timelines

Benefits and eligibility questions are typically resolved during the call. For coverage determinations (pre-service authorizations), federal standards allow up to 15 calendar days for non-urgent pre-service decisions and 72 hours for urgent requests when sufficient clinical information is available. Post-service claims appeals generally must be filed within 180 days of the Explanation of Benefits (EOB) and receive a response within 30–60 days depending on plan type and whether additional information is required.

Clean claims are often processed within 30 days, with EOBs posted to your online account shortly thereafter. If a provider is waiting on payment, ask for the claim number and processed date; Customer Care can confirm whether the claim was paid electronically (with an EFT/ERA date) or by check and can reissue EOBs on request. For ID cards, allow 7–10 business days from enrollment or change; digital cards in the portal are usually available within 24–48 hours after your plan becomes active in the system.

Escalation Steps and External Help If an Issue Isn’t Resolved

Always ask for and write down a reference number for each call. If your issue isn’t resolved, request a supervisor review and ask about the formal complaint or grievance process. For coverage or payment disputes, Customer Care can provide the appeal address and timelines specific to your plan (these details also appear on your EOB and denial letters). Submitting appeals in writing with supporting documentation typically yields the clearest outcome.

If you need independent assistance: Medicare beneficiaries can contact 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048, for plan comparison and rights. Consumers in Ohio can call the Ohio Department of Insurance consumer hotline at 1-800-686-1526 for help with complaints or to understand state protections. Marketplace enrollees can reach HealthCare.gov at 1-800-318-2596 (TTY 1-855-889-4325) for subsidy and enrollment issues that the plan cannot change.

Using Secure Digital Channels Instead of the Phone

If you prefer not to wait on hold, log in to https://member.medmutual.com and use secure messaging. You can attach documents (such as an EOB, denial letter, or referral) and receive a written response. Many members prefer secure messages for non-urgent issues like coordination of benefits, address changes, or requesting duplicate ID cards because the correspondence is saved in your account.

For provider search, prior authorization lookups, and EOB retrievals, the member portal often answers questions faster than a call. The “Find a Provider” tool lets you filter by plan/network to avoid out-of-network surprises, and the EOB section provides line-by-line detail of what was billed, allowed, and your responsibility, including deductible and out-of-pocket accumulators year-to-date.

Accessibility, Privacy, and Authorized Representatives

Members who are deaf, hard of hearing, or have a speech disability can dial 711 to connect to the Telecommunications Relay Service and ask to be connected to the Medical Mutual member services number shown on their card. Most plans also offer language interpretation at no cost—tell the representative your preferred language at the start of the call.

Under HIPAA, Customer Care must verify the caller’s identity and cannot discuss protected health information with someone else unless you add them as an authorized representative. Ask for the “Authorization to Release PHI” form or complete it online in your member portal. Authorizations can be limited (e.g., benefits only) or broad (all PHI) and set to expire after a specific date if you choose.

Reliable Official Resources and Phone Numbers

Use the resources below when you need help outside plan hours or for issues the plan cannot change (like federal enrollment or state-level complaints). For the Medical Mutual Customer Care phone number specific to your plan, always rely on your ID card or the contact section at https://www.medmutual.com.

• Medical Mutual: https://www.medmutual.com and member portal https://member.medmutual.com (Customer Care numbers shown by plan; TTY users dial 711)
• Medicare: 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048, 24/7
• Health Insurance Marketplace: 1-800-318-2596, TTY 1-855-889-4325, 24/7
• Ohio Department of Insurance Consumer Hotline: 1-800-686-1526 (Mon–Fri business hours; assistance with complaints and consumer rights)

Bottom line: the correct Medical Mutual Customer Care phone number is plan-specific and printed on your card and in your online account. Confirm the hours, have your details ready, and use secure messaging for non-urgent matters to save time. If something feels stuck, escalate with a supervisor and document your reference numbers—those details make follow-up faster and more effective.

What is the phone number for Medical Mutual of Ohio member services?

(800) 382-5729
Live Customer Supports
For questions about plans or benefits, please contact a Medical Mutual representative at (800) 382-5729 (TTY/TDD 711 for hearing impaired):

Are Medical Mutual and Cigna the same thing?

Cigna Healthcare is an independent company and not affiliated with Medical Mutual of Ohio. Access to the Cigna Healthcare PPO Network is available through Cigna Healthcare’s contractual relationship with Medical Mutual of Ohio.

Is Steve Glass leaving Medical Mutual?

CLEVELAND, Ohio — The Board of Directors and Steven C. Glass agreed that Mr. Glass will exit as President and CEO effective November 12, 2024.

What is the phone number for Mutual Medical?

Who do I contact? Telephone inquiries should be directed to Mutual Medical Plans at 309-674-0888.