Key communications for 2027
Special Supplemental Benefits for the Chronically Ill (SSBCI) allows Medicare Advantage plans to offer additional benefits to eligible members. Learn about communications going out to members regarding the 2027 eligibility verification requirement and status.
UnitedHealthcare UCard® gives members access to eligible benefits and rewards. For 2027, members will use a separate member ID card when visiting a provider or pharmacy. Learn about communications going out to members and how agents can help explain the two-card experience.
There are opportunities to simplify the experience for consumers enrolling and onboarding in a Medicare Advantage or Special Needs Plan. This section provides examples of the communications and materials UnitedHealthcare sends members and potential opportunities for you to assist, guide and engage with your consumers 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.
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After submitting a plan application, members with an email address on file receive a confirmation email and push notification (if enabled in the UnitedHealthcare app) that allows them to review the plan they selected. These touchpoints encourage them to download the UnitedHealthcare app or visit their member site to track their application status.
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If the application is approved, new members & plan switchers (with an email address on file) will receive an approval email and push notification (if enabled in the UnitedHealthcare app).
- Review the approved plan with the member
- Help them download the app, if they haven’t already
- Help them register on the member site, if they haven’t already
- Ensure they know to watch for their member ID card to arrive in the mail soon and inform them they can track when their ID card will be delivered via the app or member site
- Encourage members to choose communication preferences, including opting in to receive text messages, and more on their member site or app
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Members impacted by OTC benefit eligibility requirements will receive communications to confirm if they qualify to spend their credits on healthy food and utilities, or if more information is needed to confirm their eligibility. Communication may vary based on information the member provided at the time of enrollment. Members will receive additional communication as their eligibility status changes.
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If the application is approved, new members & plan switchers will receive a Welcome Letter in the mail. Members who have opted in to paperless delivery of communications will receive an email informing them to visit the member site to view their Welcome Letter. Members will also receive their member ID card in the mail.
- Help members download the app, if they haven’t already
- Help them register on the member site, if they haven’t already
- Help members access their Welcome Letter on the member site, if they have opted in to paperless
- Ensure they know to watch for their ID card to be sent in the mail soon and are familiar with the envelope it will be sent in
- Encourage members to select a primary care provider, look up their drugs (if applicable), choose communication preferences and more on their member site or app
- Ensure the member receives their ID card and confirms the information on it is correct
- Remind the member the ID card will be used when receiving care, including visiting a provider or picking up prescriptions
- Encourage member to explore the app or member site and locate their digital ID card
- Inform the member they can find their primary care provider (PCP) on their member site if not listed on their ID card
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The UCard mailing includes the member’s physical member ID card and supports a smooth card activation experience.
- Ensure the member receives their UCard, if they have an eligible benefit. If their plan only includes rewards, members will receive their UCard after earning their first reward.
- Help the member activate their UCard by downloading the mobile app or going online
- Encourage member to explore the UCard Hub and locate their digital UCard
- Ensure the member is clear on how to use their UCard to shop and access their benefits/programs, encouraging them to explore educational videos on the UCard Hub
The UCard Hub may include short videos for members to watch to learn more about how to use their UCard to access available benefits and programs.
- Encourage members to activate their UCard
- Remind member that with UCard activated, they can access all the benefits and programs of their plan
- Encourage members to watch educational videos on the UCard Hub to learn how to use their UCard to access benefits and programs, if available as part of their plan
An email sent to new members who have not registered for the member site, where they can access benefits, manage care and more.
- Help members download the app, if you haven’t already
- Help them register on the member site, if they haven’t already
- Reinforce the value of the app & member site for members to get 24/7 access to their plan including finding a provider, reviewing claims, viewing benefits & costs, managing prescription drugs and more
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Members with the over-the-counter (OTC) benefit will receive a mailing and/or email to educate them on the OTC benefit and help prepare them for their first shopping trip.
- Help members prepare for their first OTC purchase after their effective date (in-store/online)
- Encourage members to download app to support shopping including checking balances, finding participating stores, using the product scanner in-store and accessing their digital UCard
- Reinforce the expanding retail network and encourage members to use the Store Finder in the app or member site to find a store near them
- Encourage member to explore the UCard Hub and locate their digital UCard
An educational email series to new members intended to empower them through the completion of critical plan readiness activities. Topics include: UCard, OTC, Rewards, Prescription Tools & Resources, PCP, Plan Network, Preventive Care and Health Assessment. Returning members & plan switchers will receive a single email highlighting top things to know and key actions to take.
- Ensure that members are prepared to use their plan
- Help them understand the app and member site
- Help them set up prescription fills or schedule a visit with their provider
- Help them get started with OTC benefit – check eligibility status (if applicable), find a store, browse products, etc.
- Encourage and/or assist members with completing the Health Assessment if they haven’t already
New members who do not have an email address on file will receive this mailer that empowers them through the completion of critical plan readiness activities.The mailing highlights the top things to know and key actions to take to get the most from their plan.
- Ensure that members are prepared to use their plan
- Help them understand the app and member site
- Help them set up prescriptions or schedule a visit with their provider
- Help them get started with OTC benefit – find a store, browse products, etc.
- Encourage and/or assist members with completing the Health Assessment if they haven’t already
- Help members activate their UCard
- Help members understand what benefits/programs they need to activate their card in order to access
- Encourage members to watch educational videos on the UCard Hub to learn how to use their UCard to access benefits and programs, if available as part of their plan
Members impacted by OTC benefit eligibility requirements will receive communications to confirm if they qualify to spend their credits on healthy food and utilities. Communication may vary based on information the member provided at the time of enrollment. Members will receive additional communication as their eligibility status changes.
Sat | 10/3/26 – 11/28/26 8am–5pm CT
Mon–Fri |11/30/26 – 12/4/26 7am–12am CT
Sat |12/5/26 – 7am–12am CT
Sun | 12/6/26 – 7am–12am CT
Mon |12/7/26 – 7am–12am CT
Holiday Hours
Thanksgiving | 11/26/26 Closed
Fri | 11/27/26 – 7am–7pm CT
Sun | 11/29/26 Closed
Sat | 10/3/26 – 11/28/26 8am–5pm CT
Mon–Fri |11/30/26 – 12/4/26 7am–12am CT
Sat |12/5/26 – 7am–12am CT
Sun | 12/6/26 – 7am–12am CT
Mon |12/7/26 – 7am–12am CT
Holiday Hours
Thanksgiving | 11/26/26 Closed
Fri | 11/27/26 – 7am–7pm CT
Sun | 11/29/26 Closed