Member Communications
Learn about key member touchpoints during the enrolling and onboarding process and plan year.
Key communications for the start of 2025
Welcome to 2025 Member Communication
New and returning members will receive a letter or email from UnitedHealthcare to welcome them to their 2025 plan. The communication also addresses any recent misinformation in the news about UnitedHealthcare.
Medicare Prescription Payment Plan
The Medicare Prescription Payment Plan offers members the option to pay for their prescriptions through a monthly payment program. Learn about communications a member might expect regarding the program.
Chronic SNP (C-SNP) Verification Communications
C-SNP members may receive communications from UnitedHealthcare if they are unable to verify a chronic condition after enrollment.
Communication Timeline
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.
Day of enrollment
Enrollment confirmation / application tracker
.png)
Enrollment confirmation / application tracker
After submitting a plan application, members with an email address on file receive a confirmation email that allows them to review the plan they selected. The email encourages them to download the UnitedHealthcare app or visit their member site to track their application status.
Agent Support Opportunity
- Review the plan chosen with the member
- Help them download the app
- Help them create an online account to track application status
Application status update
.png)
Application status update
After creating their HealthSafeID, members can visit the app or the member site for updates about their application status.
Agent Support Opportunity:
- Help members download the app, if they haven’t already
- Help them register for the member site, if they haven’t already
- Take action if application needs more info or is denied
7 - 14 days after enrollment
Application approval email
.png)
Application approval email
If the application is approved, new members & plan switchers (with an email address on file) will receive an approval email and push notification (if opted in to receive push notifications).
Agent Support Opportunity:
- Review the approved plan with the member
- Help them download the app, if they haven’t already
- Reinforce the value of the app & member site for members to get 24/7 access to their plan
- Ensure they know to watch for their UCard to be sent in the mail soon
Welcome letter & email
.png)
Welcome letter & email
If the application is approved, new members & plan switchers will receive a Welcome Letter in the mail. Members who have opted in to paperless will receive an email informing them to visit the member site to view their Welcome Letter.
Agent Support Opportunity:
- 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 UCard to be sent in the mail soon and are familiar with the envelope it will be sent in
UCard videos & Real Time Offers
UCard videos & Real Time Offers
Digital Real Time Offers (RTOs) are targeted notifications that remind members to engage with their plan, such as selecting a primary care provider (PCP) or signing up for paperless delivery.
Agent Support Opportunity:
- Encourage members to activate their UCard, select a primary care provider, choose communication preferences and more on their member site or app
- 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
14-20 days after enrollment
UCard mailing
.png)
UCard delivered
The UCard mailing will deliver the UCard in a simplified format that is timely and supports a smooth card activation experience
Agent Support Opportunity:
- Ensure the member receives their UCard
- 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
- Inform the member they can find their primary care provider (PCP) on their member site if not listed on their UCard
Online account registration reminder
Online account registration reminder
An email sent to new members who have not registered for the member website, where they can access benefits, manage care and more.
Agent Opportunity:
- 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 doctor, reviewing claims, viewing benefits & costs, managing prescription drugs and more
OTC benefit introduction
.png)
OTC benefit introduction
Members with OTC benefits will receive a mailing or email to educate them on the OTC benefit and can help prepare them for their first order.
Agent Support Opportunity:
- Help members prepare for their first OTC order 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
- Encourage member to explore the UCard Hub and locate their digital UCard
Plan begins
Plan welcome
Plan Welcome Video
This Plan Welcome Video welcomes members to their new plan and introducing introduces them to top-rated and differentiated tools that deliver value and an easier experience , including the UCard and the UnitedHealthcare mobile app.
Agent Support Opportunity:
- Help members activate their UCard
- Help them download and explore the mobile app
- Help them register on their member site
- Look for these videos on the UHC Agent Toolkit in the 'New Member Experience' tab or by searching keywords "Welcome Videos"
Signature plan welcome video
Signature plan welcome video
A welcome video for new and tenured members, letting them know to start using their plan and to get the most out of their membership.
Agent Opportunity:
- 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, place an online order, etc.
Plan activation emails
Plan activation emails
An educational email series to new members and plan switchers intended to empower them through the completion of critical plan readiness activities. Topics include: UCard, OTC, Rewards, Renew Active, Prescription Tools & Resources, PCP, Plan Network, Preventive Care and Health Assessment.
Agent Support Opportunity:
- 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, place an online order, etc.
- Encourage and/or assist members with completing the Health Assessment if they haven’t already
UCard activation reminder
UCard activation reminder
Reminders to new and tenured members who have yet to activate or use their new UCard.
Agent Support Opportunity:
- Help members activate their UCard
- Help members understand what benefits/programs they need to activate their card in order to access
New member eNews
New member eNews
An email newsletter with various articles educating members about different plan features and experiences. This is an ongoing eNewsletter to encourage members to get the most of their plan throughout the year.
Agent Support Opportunity:
- Check in with your member to answer any questions and to make sure they are making the most of their plan
Need Help?
Contact the Producer Help Desk (PHD)
View Hours
Monday – Friday 7am – 9pm CST
Monday – Friday 7am – 9pm CST