Authentication
Who can you release premium information?
Premium or account payment status may be released to an authorized representative, or an unauthorized caller who can authenticate the insured member's account.
For premium payments made prior to June 1, 2024, are located.
UHC Historical Household Payment view.
Payment status letters are sent by:
Correspondence Team
Adress changes for Uninsured and Insured Member can be made.
A permanent address change is completed at a household level for contacts with a membership number. If the contact has or previously had UHC coverage a temporary or mailing address can be added at the individual level (for each contact).
AARP Hearing Solutions Transfers
AARP uninsured and insured members who would like to learn more about hearing care and hearing aid options or schedule a hearing test can be warm transferred (Monday - Friday: 8AM to 8PM Central Standard Time / CST
What action should be taken to authenticate when discussing two individuals on the account.
Be sure to authenticate both individuals (membership number, first and last name and date of birth).
Annual Payors ISB does not credit advanced payments until the running of account statements each month.
Therefore, the amount paid by the individually insured IM or their authorized representative, will remain as a credit and be used up on a monthly basis as statements are created.
When an IM or their authorized party requests a payment status letter as proof a payment was made (e.g., receipt).
Do not generate a letter. Instead, offer the following alternative options.
Note: If the caller is making a one time EFT or Credit Card Payment;
When updating a permanent address for an UM or IM with a Membership Number the below message will appear.
UHC Vision is comprised of the following providers.
PDP transfer Authentication acceptable from the advocate transferring the call.
EFT If enrollment into EFT is processed on or after the creation of the monthly account statement.
EFT will begin the second month following the account statement date.
This letter is requested when a member requests a listing of payments received, the payment amount and the month/year the payment was applied to. A payment discrepancy must exist on the account for this letter to be sent to CPD via the LWS system.
Payment History Letter Request
What should be done prior to changing the address requested by an authorized party, POA (documented in Breeze or undocumented), or unauthorized party.
Request the caller send in legal documents (i.e., Guardian, Conservator or Trustees papers) or court documents identifying the Executor or Administrator of the Estate.
UHC Dental
Tier 2 calls, listed below, will be warm transferred to UHC Dental Customer Service by selecting UHC Dental Discount from the WWE picklist.
What should you request If the caller is the insured or authorized representative and gives the incorrect date of birth or AARP Membership number.
Request and verify the complete address.
Premium refunds request are completed by:
The Helpline Team
Letter generated when an IM or their authorized party requests a total of premiums paid for tax purposes.
Tax Information Annual Amount letter or Tax Information Automated
Voluntary Terminations. If a request is made to cancel an account up to two months in the future, the transaction can be completed
Ask the member to call back
What is the website used by members wanting to access information about their Wellness Extras, including the Renew Active fitness program. This article will provide staff with a general overview of the features and layout of the Online Tool available to eligible insured's. Staff must make sure the insured is eligible for the program (plan/state) before attempting to assist with registration and/or accessing the website.
Caller Refuses to Verify the Insured's Date of Birth or Full Address on an Outbound Call.
If the customer does not authenticate the call, provide them with our toll free number 1-800-523-5800
If they do not have the AARP Membership number, they will be asked to verify the complete address.
Off Cycle Billing Statements Off-Cycle Monthly Account Statements are generated, on an as needed basis when the following occurs.
Any time a transaction is keyed on an account, that changes the Insured Member's monthly rate.
Letters may be sent via:
Fax
What is required for an authorized representative cannot complete a plan termination.
1 x verbal
The name of the Renew Active Gym with the following access limitations:
Lifetime