SilverScript Customer Care Phone Number: How to Reach the Right Team Fast

SilverScript plans are Medicare Part D prescription drug plans offered through Aetna Medicare (a CVS Health company). Since 2020, the SilverScript brand has been integrated under Aetna Medicare while retaining SilverScript Insurance Company as the legal plan underwriter in many states. The dedicated customer care line remains the fastest way to resolve benefit, claims, and pharmacy issues.

The primary SilverScript Customer Care phone number is 1-866-235-5660, with TTY via 711 for the hearing impaired. Keep your Member ID card handy when you call. You can also find plan documents, pharmacies, and drug coverage details online at www.aetnamedicare.com/pdp (the former www.silverscript.com now directs to Aetna Medicare resources).

Primary Numbers, Hours, and When to Call

Call SilverScript Customer Care at 1-866-235-5660 (TTY: 711) for benefits, drug coverage, copays, pharmacy issues, prior authorization status, premium billing, mail-order questions, replacement ID cards, and appeal or grievance guidance. Standard Medicare plan service hours generally run 8 a.m.–8 p.m. local time. From October 1–March 31, service is typically available 7 days a week; from April 1–September 30, Monday–Friday with after-hours/voicemail support and next-business-day callbacks. During the Annual Enrollment Period (AEP, October 15–December 7), expect higher call volumes on Mondays and during the first and last week of AEP.

If you need help changing drug plans, confirming Extra Help (LIS) status, or resolving late enrollment penalty issues, you can also contact Medicare at 1-800-MEDICARE (1-800-633-4227; TTY: 1-877-486-2048), which operates 24/7. For in-depth, local counseling, your State Health Insurance Assistance Program (SHIP) offers free one-on-one help; find your SHIP at www.shiphelp.org.

What Issues Customer Care Can Solve on the Spot

Most members call to verify copays, formularies, and network pharmacies; to request a temporary supply; to check prior authorization or step therapy status; or to start a coverage determination (for example, if your medication isn’t covered or you need a tiering exception). Billing representatives can set up automatic bank draft, take a one-time payment, or explain premium invoices, including coordination with Social Security deductions.

Customer care can also reissue ID cards (often mailed within 7–10 calendar days), update address and PCP/prescriber information, and document grievances about service or access issues. If the resolution requires clinical review (coverage determination), your request will be routed to the Part D pharmacy review team with Medicare-governed timelines: standard decisions are generally issued within 72 hours, and expedited reviews within 24 hours when health could be seriously jeopardized by waiting.

Prepare Before You Call (Faster, Fewer Transfers)

Having the right information ready reduces hold time and repeat calls. You’ll be asked to verify your identity for HIPAA privacy and may be offered text/voice consent for call-backs. If you want a spouse or caregiver to speak for you, ask about setting up an authorized representative; most plans accept verbal permission for that call and provide a simple form for ongoing access.

• Your SilverScript/Aetna Medicare Member ID (from your card) and your Medicare Beneficiary Identifier (MBI) from your red, white, and blue card.
• Full legal name, date of birth, address on file, and a callback phone number.
• Pharmacy name, address/phone, and whether you want 30- or 90-day fills.
• Medication list with exact drug names, strengths, doses per day, quantity, and whether you’ve tried alternatives. Include prescriber name, NPI (if handy), and phone.
• For billing: your premium invoice or recent bank/Social Security deduction details; payment method if setting up AutoPay.
• Any prior authorization numbers, denial letters, or case IDs if you’re calling about an existing request or appeal.

If you’re seeking an exception or appeal, ask your prescriber to be available. Many determinations require medical necessity notes. SilverScript can often fax request forms directly to the prescriber while you’re on the line, speeding up decisions by 1–2 business days.

Call Flow, Case IDs, and Escalations

Use the IVR to route correctly: “member,” “benefits,” “pharmacy,” “billing,” “coverage determination,” or “appeal” usually gets you to the right queue. At first contact, request and write down your case ID. If a pharmacy claim is rejecting at point of sale, ask the representative to perform a test claim and review reject codes (e.g., prior authorization required, quantity limit, or non-formulary). For coverage reviews, confirm whether the request is standard or expedited and ask for estimated decision times and preferred fax numbers for your prescriber.

If your issue isn’t resolved, ask for a supervisor or a warm transfer to the dedicated team (e.g., Clinical Review, Grievances & Appeals, or Premium Billing). You’re entitled to file a grievance about service or wait times; plans generally acknowledge grievances within a few days and resolve most within 30 days. For denials, your written decision explains next appeal levels and where to send additional evidence; keep copies of all letters and note mailing and fax dates to track Medicare deadlines.

Common Questions Answered Quickly

Lost or damaged ID card? SilverScript can mail a replacement and often provide a temporary digital confirmation you can show your pharmacy the same day. Need a temporary supply for a non-formulary drug or when moving between states? Ask for a transition fill; if you qualify under Medicare transition policy (such as a new enrollee), the plan can usually provide a one-time, short-term supply while you and your prescriber pursue a coverage determination.

Premiums and Extra Help (LIS): If you qualify for LIS through Social Security, your monthly premium and copays may be reduced—sometimes to as low as $0 premium depending on your subsidy level and plan. To apply or confirm LIS, contact Social Security at 1-800-772-1213 (TTY: 1-800-325-0778) or visit www.ssa.gov/medicare/prescriptionhelp. If you believe you’re being charged a Late Enrollment Penalty (LEP) in error, call SilverScript Customer Care first to review their records, then contact 1-800-MEDICARE to dispute the LEP if needed.

Key Contacts and Links (Bookmark These)

• SilverScript Customer Care (Aetna Medicare Part D): 1-866-235-5660 (TTY: 711); typical hours 8 a.m.–8 p.m. local time, seasonal 7 days/week Oct–Mar; Mon–Fri Apr–Sep.
• Medicare (24/7): 1-800-MEDICARE (1-800-633-4227); TTY: 1-877-486-2048; www.medicare.gov
• Social Security (Extra Help/LIS): 1-800-772-1213; TTY: 1-800-325-0778; www.ssa.gov/medicare/prescriptionhelp
• Plan information and drug lookups: www.aetnamedicare.com/pdp (former www.silverscript.com redirects here)
• Find local counseling: State Health Insurance Assistance Program (SHIP) at www.shiphelp.org

Tip: During peak seasons (AEP Oct 15–Dec 7 and the first week of January), the fastest connections are often Tuesday–Thursday, mid-morning (roughly 9–11 a.m. local) or late afternoon. If offered a callback option, accept it and keep your phone available; most queues return calls within the quoted time window.