Aries insurance services, a division of URL.
Medicare Offerings

Reminder: Broker Support Pilot Program

Attention Valued Partner,

We would like to remind you that you are part of a select group of brokers eligible to use our new dedicated Broker Support Hotline at 888-880-9247.

This hotline was created based on the many requests for a one-stop-shop Broker Support experience that includes the ability to manage key customer service concerns. This dedicated line is managed by agents specially trained to provide same-call resolution.

Key Information

This Hotline can assist with all current Broker Support inquiries, including new Member Service call types for the following topics:

  1. PCP Changes
  • The Broker of Record can request a PCP change for an existing member.
  1. Health & Ancillary Benefits
  • The Broker of Record can get help reviewing health & ancillary benefits for the current member.

The Broker of record can get the estimated current drug pricing for the member. 

  1. Demographic Changes (excluding address)

The Broker of Record can request updates to the member’s email address or phone number.

Note: Address updates can put the member Outside of Service Area (OOSA) and must be processed by Member Services.

    4. Simple Billing

  • The Broker of Record can get help reviewing:
  • Amount of Premium, LIS, and LEP
  • How premiums are being paid: EFT, coupon book, SSI, etc.
  • Status of payments: up to date or past due

The Broker Support Hotline is unable to assist with the following Member Services inquiries. Please contact the toll-free number on the back of the member’s ID card if help is needed in these areas:

    1. Prescription Drug Coverage

  • Verifying prescription is covered. 
  • Cost of prescription
  • Member out of pocket differs from quoted price.
  • Member prescription not covered.
  • Direct Member Reimbursement

    2. Prior Authorization

    3. Denials

    4. Claims

  • Has Maximum Out of Pocket (MOOP) been met?
  • Itemized Claims history

    5. Member Plan Cancellations or Reinstatements

    6. Member Address Updates

    7. Durable Medical Equipment (DME)

Exclusive Contact Information

  • Toll-Free Number: 888-880-9247
  • Hours: Monday – Friday, 8 a.m. – 6 p.m. EST

Note: This number is for use by a select group of invited brokers. Brokers that are not part of this concierge program will be transferred to the Broker Support Call Center.

As always, thank you for your continued partnership!

 

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