Cancellations
If a policy owner calls to cancel within the first 30 days of the policy activation or issue date, what type of cancellation is this?
What is (NTO) Not taken option?
What classification code is used for a question on policy status?
What is code PS00
The agent does not have their writing number. What alternate verification pieces can be used from the agent?
Agent's date of birth and full address.
What does my plan C cover skilled nursing and for how many days?
Yes! Skilled Nursing coinsurance is covered for days 21-100. Benefits are not a guarantee of payment. Payments are based on policy provisions.
When you receive a call for a cancellation, what are the first two questions in Step 1 to ask the policy owner?
If the policy owner passed away on or prior to the paid to date, what kind of cancellation is this?
What is cancellation due to death?
What classification code is used for a question on terminated policy?
What is PS06?
If a covered dependent is calling about themselves and they are a minor child what information does the dependent need to confirm?
Policy number
Dependents full name
Dependents DOB
Policy owners full name
Policy owners DOB
With a Sterling Innovative Plan F are oral exams covered? How often?
Yes! Limited to one every six months.
What was the Part B deductible for 2025?
What is $257?
If the PTD is 10/01/2026 and the policy owner wants to cancel as of 10/01/2026, What kind of cancellation is this?
What is a PTD Cancellation?
What classification code is used when an agent calls about compensation?
What is TR01?
When verifying a policy owner what alternate verification pieces can be confirmed when the policy number is unavailable?
Zip code
Last four of the SSN
If I have a plan G and I live in Wisconsin are diabetic supplies and chiropractic services covered under my plan?
Chiropractic services (including physician visit, x-rays, and manipulations) covered at 100% of the usual and customary charges.
Diabetic supplies covered at 100% (usual and customary).
What is the TAT during AEP for an SWR for PHS?
Up to 8 business days for all Policy Holder Services SWRs standard and urgent
If the policy owner is PTD 12/01/2026 and they call in on 12/17/2026 for the policy to be cancelled as of 01/01/2027, What kind of cancellation is this?
What is a future date cancellation?
What classification code is used for a supervisor escalation call?
What is TR12?
The agent's writing number is Termed. What steps should be followed next?
Is there a coinsurance after the Part B deductible is met on an Outpatient Plan K?
The patient is responsible for the Medicare Part B Deductible and 50% of the coinsurance.
If you generate a letter in LP, can that letter be cancelled on the same day, by the same person? If so, what steps do we follow?
Steps: In article What are the steps to cancel a system letter?
If the policy owner is PTD 07/01/2026, they call in on 06/15/2026 to cancel as of 06/15/2026, what kind of cancellation is this?
What is a Before Paid to date cancellation?
What classification code is used for a DVH-Careington call?
What is TR24?
Request the employee's name along with their direct supervisor's name to verify using Outlook.
-From the Home tab in Outlook, locate the Search People field (near the right edge of the toolbar).
-Once the employee's name is entered, it will appear for verification along with their direct supervisor's name.
What inpatient script is used for a sterling prestandard plan(MSP6804)?
Precertification is not required. Only charges approved by Medicare are covered as we follow Medicare guidelines. The Medicare Part A deductible and coinsurance are covered. If the Lifetime Reserved days have been exhausted, the plan pays the Part A Medicare eligible expenses for hospitalization, subject to a lifetime maximum benefit of an additional 365 days. Skilled Nursing coinsurance is covered for days 21-100. Benefits are not a guarantee of payment. Payments are based on policy provisions.
What is the turnaround time for emailing correspondence?
The quoted time should be 24 hours. If not received in that timeframe, the recipient should check the junk folder and spam mail.