SilverScript Customer Care Number: How to Reach the Right Team Quickly

Who SilverScript Is Today

SilverScript is a Medicare Part D prescription drug plan brand now offered through Aetna Medicare, a CVS Health company. You’ll often see it referred to as “Aetna Medicare SilverScript,” and plan names commonly include SilverScript SmartSaver and SilverScript Plus. If you enrolled years ago under the standalone SilverScript name, your benefits and service are now delivered by Aetna Medicare within the CVS Health family.

This matters for customer service because your plan materials, ID card, Evidence of Coverage, and online member portal will frequently point you to Aetna Medicare or CVS Caremark resources. The customer care number printed on the back of your card remains the most authoritative contact for your specific plan, but there is also a national member services line for SilverScript PDP members described below.

The Number You Should Call

The dedicated SilverScript Prescription Drug Plan Member Services line is 1-866-235-5660. TTY users should dial 711. This line is available 24 hours a day, 7 days a week, 365 days a year, including holidays. You can ask for help with benefits, drug coverage and costs, prior authorization status, pharmacy network issues, mail-order refills, premium billing, and complaints or appeals.

If you have your plan ID card, check the back: some cards list the same 1-866-235-5660 number, while others may include a plan-specific phone number that routes you more directly based on your PDP option and location. Spanish-language service and interpreter services for many other languages are available through the main line—just follow the voice prompts or ask the representative.

• SilverScript (Aetna Medicare PDP) Member Services: 1-866-235-5660 (TTY: 711), 24/7
• Web (plan info and contacts): www.aetna-medicare.com/pdp and www.silverscript.com
• Medicare help and plan comparison: 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048, 24/7

When to Use Phone vs. Online

Call the customer care number when you need time-sensitive help that affects your ability to fill prescriptions, such as a rejected claim at the pharmacy counter, an urgent prior authorization, a transition-fill override for a new member, or a copay that looks wrong. Phone is also best for immediate premium or billing issues, reinstatements, and LIS/Extra Help questions tied to your current eligibility.

Use the online member tools for routine tasks: check drug coverage and tiers, see your cumulative out-of-pocket spending (including the 2025 Part D $2,000 out-of-pocket cap), track mail-order prescriptions, download plan documents, and submit certain requests securely. For SilverScript PDP, you can start at www.aetna-medicare.com/pdp and register or sign in. If your ID card references CVS Caremark, you can manage mail-order and claims details at www.caremark.com.

What to Have Ready Before You Call

Having complete information speeds up identity verification and cuts down on transfers. Keep your ID card in front of you and, if you’re calling about a specific prescription, pull that bottle or a recent pharmacy receipt so you can cite the exact drug name and strength. If you’re a caregiver authorized on the account, be ready to confirm your HIPAA authorization.

For coverage decisions, exceptions, or appeals, the representative may need information from your prescriber and pharmacy. If a claim rejected, the pharmacy’s NPI and a rejection message code (if available on the receipt) can help the agent find and fix the issue faster.

• Member details: SilverScript/Aetna Medicare ID number, full name, date of birth, address on file
• Medicare info: Your red-white-and-blue Medicare card (MBI)
• Prescription details: Drug name, strength, quantity, day supply, prescribing doctor
• Pharmacy details: Pharmacy name, phone, and city; any rejection code shown
• Billing: Recent invoice number, payment method, and date paid (if disputing a premium)
• Case numbers: Any prior authorization, grievance, or appeal reference numbers

Typical Issues Customer Care Can Resolve

Pharmacy counter rejections are among the most common reasons members call. Agents can explain why a claim rejected (for example, quantity limits, step therapy, prior authorization needed, or a drug not on the formulary) and start the right process. They can contact the pharmacy or advise your prescriber on how to submit documentation for a coverage determination or tiering exception.

Another frequent topic is premium billing. SilverScript PDP premiums can be paid by direct bill, EFT, or deducted from Social Security or Railroad Retirement Board benefits. If you requested Social Security deductions, it can take 1–3 benefit months to begin; agents can confirm where your payments are posting and help you avoid duplicate payments during the transition. If you are eligible for Extra Help (LIS), they can verify your subsidy level and explain how it affects premiums and copays.

Appeals, Exceptions, and Timelines

Under Medicare Part D rules, a standard coverage determination for a prescription is typically decided within 72 hours of the plan receiving your doctor’s supporting information; if waiting would seriously jeopardize your health, you or your prescriber can request an expedited decision, usually within 24 hours. If the determination is unfavorable, you can appeal (a “redetermination”).

For Part D appeals, the plan generally must process expedited appeals within 72 hours and standard appeals within 7 calendar days after receiving the request. Grievances (complaints not involving coverage or payment denials) are usually handled within 30 days. Customer care can file these requests for you by phone and tell you where to upload or fax supporting documents. You can also find forms and instructions at www.aetna-medicare.com (search “appeals and grievances”). Keep copies of everything you submit and note the case ID the agent provides.

Backup Resources if Lines Are Busy

If you can’t get through and need immediate help choosing a different in-network pharmacy or verifying drug coverage, call Medicare at 1-800-MEDICARE (1-800-633-4227), TTY 1-877-486-2048. They can confirm your enrollment, review your plan’s benefits at a high level, and conference in your plan if needed. They’re available 24/7, including holidays.

For help applying for or verifying Extra Help (LIS) to reduce drug costs, contact the Social Security Administration at 1-800-772-1213 (TTY 1-800-325-0778) or visit www.ssa.gov/medicare/part-d-extra-help. For personalized, unbiased counseling on Medicare and drug coverage options, find your State Health Insurance Assistance Program (SHIP) at www.shiphelp.org.

Addresses and Corporate Contacts (Not for Claims)

Corporate mail stops are not the same as claims or appeals addresses, but they can be useful for formal correspondence or to identify the parent organizations. CVS Health corporate headquarters: 1 CVS Drive, Woonsocket, RI 02895. Aetna headquarters: 151 Farmington Avenue, Hartford, CT 06156. Do not mail claims or medical information here; use the addresses or upload portals provided by Customer Care or your plan documents.

When in doubt, rely on the phone number and instructions printed on your SilverScript/Aetna Medicare ID card or Evidence of Coverage. Those sources reflect the most current routing for your exact plan and region, ensuring your request reaches the right service team the first time.