Medicare Advantage Member Support
Take advantage of additional support available to UnitedHealthcare® Medicare Advantage plan members
Note: Program and service availability varies by plan and service area.
Support for members
- NurseLineSM – Plan members can call this toll-free service 24 hours per day to talk with a registered nurse who can help answer their medical questions, help them take care of a minor problem at home or guide them to outside help if necessary. In addition to registered nurses, NurseLine also has a health information library with recorded messages on more than 1,700 health topics. NurseLine is available for most Medicare Advantage plans.1
- Personalized customer service – UnitedHealthcare® Customer Service Advocates are available every day 8 a.m.-8 p.m. local time and are dedicated to answering members' questions and listening to their concerns.
- UnitedHealth Passport® program – Get non-emergency care in certain areas within the United States for no additional monthly premium. You just pay the applicable co-pays according to your Evidence of Coverage. (UnitedHealth Passport is not available on all plans. Note that emergency care is already covered worldwide on all plans.)
- Declaration of disaster or emergency – If you're affected by a disaster or emergency declaration by the President or a Governor, or an announcement of a public health emergency by the Secretary of Health and Human Services, there is certain additional support available to you.
- Part A, Part B, and supplemental Part C plan benefits are to be provided at specified non-contracted facilities (note that Part A and Part B benefits must be obtained at Medicare certified facilities);
- Where applicable, requirements for gatekeeper referrals are waived in full;
- Plan-approved out-of-network cost-sharing to in-network cost-sharing amounts are temporarily reduced; and
- The 30-day notification requirement to members is waived, as long as all the changes (such as reduction of cost-sharing and waiving authorization) benefit the member.
If CMS hasn't provided an end date for the disaster or emergency, plans will resume normal operation 30 days after the initial declaration.
1 This service should not be used for emergency or urgent care needs. In an emergency, call 911 or go to the nearest emergency room. The information provided through this service is for informational purposes only. The nurses cannot diagnose problems or recommend treatment and are not a substitute for your doctor's care. Your health information is kept confidential in accordance with the law. The service is not an insurance program and may be discontinued at any time.