Member Advocacy

iCare Members Information
Member Advocacy/Member Rights Specialist

iCare’s Member Advocate

Independent Care has Member Advocates/Member Rights Specialists to help you get the care you need. An Advocate/Member Rights Specialist can answer your questions about getting health care from iCare. An Advocate/Member Rights Specialist can also help you solve any problems you may have getting health care from iCare. You can reach an Advocate/Member Rights Specialist at 1-800-777-4376 or 414-231-1076.

For help with Complaints, Grievances and Appeals, please choose your plan below

  • Advice, Records, Exemptions and Advanced Directives
    Second Medical Opinion

    If you disagree with your doctor’s treatment recommendations, you may be able to get a second medical opinion. Contact your doctor or our Customer Service Department at 1-800-777-4376 for information.

    Right to Medical Records

    You have the right to ask for copies of your medical record from your provider(s). We can help you get copies of these records. Please call 1-800-777-4376 for help. Please note: You may have to pay for copies of your medical record. You also may correct wrong information in your medical records if your doctor agrees to the correction.

    HMO Exemptions

    An HMO exemption means you are not required to join an HMO to receive your health care benefits. Most exemptions are granted for only a short period of time so you can complete a course of treatment before you are enrolled in an HMO. If you think you need an exemption from HMO enrollment, call the HMO Enrollment Specialist at 1-800- 291-2002 for more information.

    Completing an Advance Directive, Living Will, or Power of Attorney for Health Care

    You have a right to accept or refuse medical or surgical treatment. You also have a right to plan and direct the types of health care you may receive in the future if you become unable to express your wishes. You can let your doctor know about your feelings by completing a living will or power of attorney for health care form. Contact your doctor for more information.

    You have the right to file a grievance with DHS, Division of Quality Assurance, if your advance directive, living will or power of attorney wishes are not followed. You may request help in filing a grievance. For more information about Advance Directives, click here

  • Billing Questions
    When You May Be Billed For Services

    It is very important to follow the rules when you access medical care so you are not billed for services. You must get your care from iCare network doctors, clinics, and hospitals unless you have our approval. The only exception is for severe emergencies.

    If you travel outside of Wisconsin and need emergency services, health care providers can treat you and send claims to iCare. You may have co-payments for emergency services provided outside Wisconsin, but the charges for Medicaid covered services will be no more than charges for services in the network. You will have to pay for any service you get outside Wisconsin if the health care provider refuses to submit claims or refuses to accept iCare payment as payment in full.

  • Billing Members
    Covered and Non-Covered Services

    You do not have to pay for covered services other than required copayments. The amount of your co-pay cannot be greater than it would have been in fee-for-service. To help ensure that you are not billed for services, you must see a provider in iCare’s network. The only exception is for emergencies. If you are willing to accept financial responsibility and make a written payment plan with your provider, you may ask for noncovered services. Providers may bill you up to their usual and customary charges for noncovered services. If you get a bill for a service you did not agree to, or believe that you should not have been billed, please call 1-800-777-4376.


    iCare and its providers and subcontractors may bill you for small service and/or prescription drug fees, called co-payments. The following members do not have to pay co-payments:

    • iCare Medicaid SSI members
    • Nursing home residents
    • Pregnant women
    • Members under 19 years of age who are members of a federally recognized tribe
    • Members under 19 years of age with incomes at or below 100 percent of the Federal Poverty Level (FPL)
    • iCare Family Care Partnership members

    Medical Services Received Outside Wisconsin

    If you travel outside Wisconsin and need emergency care, health care providers in the area where you travel can treat you and send the bill to iCare. You may have copayments for emergency services provided outside Wisconsin.

    iCare does not cover any services, including emergency services, provided outside the United States, Canada, and Mexico. If you need emergency services while in Canada or Mexico, iCare will cover the service only if the doctor’s or hospital’s bank is in the United States. Other services may be covered with HMO approval if the provider has a U.S. bank. Please call iCare if you get any emergency services outside the United States.

    If you get a bill for services, call our Customer Service Department at 1-800-777-4376 right away.

    Other Insurance

    If you have other insurance in addition to iCare, you must tell your doctor or other provider. Your health care provider must bill your other insurance before billing iCare. If your iCare network doctor does not accept your other insurance, call the HMO Enrollment Specialist at 1-800-291-2002. The Enrollment Specialist can tell you how to match your HMO enrollment with your other insurance so you can use both insurance plans.

  • Provider Payment Credentials and Clinical Practice Guidelines
    Knowing About The Physician Incentive Plan

    You are entitled to ask if we have special financial arrangements with our physicians that can affect the use of referrals and other services you might need. To get this information, call our Customer Service Department at 1-800-777-4376 (TTY 1-800-947-3529) and request information about our physician payment arrangements.

    Knowing Provider Credentials

    You have the right to information about our providers that includes the provider's education, board certification and recertification. To get this information, call our Customer Service Department at 1-800-777-4376.

    Clinical Practice Guidelines

    Independent Care has implemented our Clinical Practice Guidelines with the support of network physicians on our review committee. Each clinical practice guideline represents an accepted standard of care in the medical profession that may be used for diagnosing, managing or treating conditions like asthma, COPD, diabetes, hypertension, obesity and drug and alcohol treatment. None of the information within these guidelines is intended to interfere with decisions made by your treating physician about your care. You can receive a hard copy of our practice guidelines by contacting your Care Coordinator or by visiting our website at

  • Helpful Contacts
  • Your Member Rights
  • Your Civil Rights

    Independent Care provides covered services to all eligible members regardless of the following

    • Age
    • Race
    • Color
    • Disability
    • Sex
    • National Origin

    All medically necessary covered services are available to all members. All services are provided in the same manner to all members. All persons or organizations connected with iCare who refer or recommend members for services shall do so in the same manner for all members. Translating or interpreting services are available for those members who need them.

    This service is free.

  • Privacy

    We are firmly committed to protecting the confidentiality of your personal and health related information. Review our privacy statement for more detail.

  • The Five Steps to Patient Safety

    Get information on how to reduce errors in your health care.

By clicking the links above, you may be leaving the website. Independent Care Health Plan (iCare) only provides these links and pointers for your information and convenience. When you select a link to an outside website, you are leaving the website. These external links are not the responsibility of, or under the control of iCare. Independent Care Health Plan disclaims responsibility for the content and privacy policies of the owners/sponsors of the outside websites.

Modified: 3/14/2018

  • Independent Care Health Plan
  • 1555 RiverCenter Drive, Suite 206
  • Milwaukee, WI 53212
  • Customer Service: 1-800-777-4376
    • 24 hours-a-day, 7 days-a-week
    • (Office Hours: Monday-Friday, 8:30 a.m. to 5:00 p.m.)
  • TTY: 1-800-947-3529
  • Fax: 414-231-1092
  • All content and images unless otherwise indicated are
  • Copyright © 2018 Independent Care Health Plan