There are opportunities to help simplify the experience for your clients who are enrolling and onboarding in an AARP® Medicare Supplement Insurance Plan from UnitedHealthcare®. This section provides examples of the communications and materials UnitedHealthcare sends our members and potential opportunities for you to assist, guide and engage with your clients during the enrollment and onboarding process.
The following information provides a high-level overview of the member’s enrollment and onboarding experience. Members may receive different versions of the information shown or may receive additional information from UnitedHealthcare.
Email new members receive once their agent submits their online application for an AARP Medicare Supplement Plan and have been accepted for coverage. This email provides members with a welcome video as well as things to look forward to such as registering for their UnitedHealthcare online account, and where their plan documents will be located once they are available.
- Ensure members understand their Explanation of Benefits
- Help them discover potential drug cost savings
Email applicants receive once their agent submits their online application for an AARP Medicare Supplement Plan and more information is needed before their application can be processed.
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- Give your clients a heads-up that this email may be sent to them when UnitedHealthcare receives their application.
- Visit the Application Status page on Jarvis to check the status of your client’s application and to understand why their application is pending.
Give your clients the heads-up that this email will be sent to members who choose to receive their plan documents electronically versus U.S. mail.
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- You may want to give your clients the heads-up that this email will be sent to members who choose to receive their plan documents electronically versus U.S. mail.
Notification email that members receive when they choose to receive their plan communications electronically versus U.S. mail and their plan documents are ready to be viewed. This email provides a link to the website where they can sign-in to access their UnitedHealthcare online account.
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- Give your clients the heads-up to look out for the email
- Assist your clients with questions and help provide direction as to how to access plan communications if any support is needed.
A welcome letter with the member’s insurance ID card is mailed to individuals who choose to receive their plan documents and communications electronically. This letter thanks the member for choosing an AARP Medicare Supplement Plan, provides their coverage start date, and their member ID card.
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- Give your clients the heads-up to look out for this mailing, as it contains their ID card and confirms their plan start date.
- Assist your clients with questions or help provide direction once they receive this mailing.
The printed Welcome Kit is mailed to new members who choose to receive their plan documents and communications through U.S. mail and for those who had an agent submit their paper application. It includes a welcome letter, the member’s insurance ID card, a personalized getting started guide that includes tailored plan and wellness extras information (if applicable), plan documents and helpful forms.
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- Give your clients the heads-up to look out for this mailing, as it contains important information such as their ID card, plan documentation, a personalized getting started guide and helpful forms.
- Assist your clients with questions or help provide direction once they receive this mailing.
Mailing or email sent to new members who have been accepted into an AARP Medicare Supplement Plan more than 60 days prior to their plan effective date that welcomes new members to their AARP Medicare Supplement Plan and encourages them to take full advantage of their benefits. It also provides the information on how they can check the status of their first premium payment, electronic funds transfer (EFT) registration status and their UnitedHealthcare online account registration status.
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- Assist your clients with questions or provide direction once they receive this email or mailing.
This mailed or emailed brochure delivers very close to a member’s plan effective date and informs them that their first month premium is paid, and their plan is active. This brochure also encourages registration on their UnitedHealthcare online account, provides mobile app awareness, and provides information with a Welcome to Your Plan Video.
Welcome video
- Check in with your clients to see if they have any general questions regarding their plan
- Encourage them to take advantage of their UnitedHealthcare online account.
Usually sent one month after a member’s plan effective date, this mailed or emailed brochure focuses on the choices that come with an AARP Medicare Supplement plan. This brochure provides information regarding their UnitedHealthcare online account, electronic fulfillment and Wellness Extras if applicable.
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- Revisit some of the key features of their plan with your clients and discuss some of the wellness extras or services that may be available to them.
Usually sent three months after a member’s plan effective date, this mailed or emailed brochure focuses on providing information around a hassle-free experience with an AARP Medicare Supplement plan and the benefits of a member taking advantage of their UnitedHealthcare online account.
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- Check in on your client’s journey thus far and to see if there are any obstacles or pain points where your assistance may be needed.
- Search "Do Nothing" on the UHC Agent Toolkit to find a flyer to utilize with your clients, reminding them there is nothing they need to do with their plan and they can look forward to the exact same coverage year-over-year.
Usually sent six months after a member’s plan effective date, this mailed or emailed brochure checks in to see how their plan is going and continues to provide information about the new Member Interest pURL. The new Member Interest pURL is a member preference site designed to help UnitedHealthcare learn more about the member. This brochure includes a video that reviews the key features of an AARP Medicare Supplement Plan, “Budget with Confidence.”
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- Check in with your clients to see if they have any general questions regarding their plan
- Encourage them to take advantage of their UnitedHealthcare online account.
Rate notification letters are mailed out annually to members as new premium rates are approved by a state. These personalized letters notify members of their new rates.
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- Reach out to your client to check-in to see if they have any questions, or concerns.
A bi-monthly e-newsletter that features a variety of health and wellness topics for insured members covered under an AARP Medicare Supplement Plan.
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- Reach out to your client and see if they have received the eNews and advise them to check it out if they haven't already.