Medicare Advantage Member Support | UnitedHealthcare®
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Medicare Advantage and Special Needs Plans

Support for Members

Take advantage of additional support that may be available to UnitedHealthcare® Medicare Advantage plan members.

Note: Program and service availability varies by plan and service area.


  • NurseLineSM   Plan members can call this toll-free service 24 hours per day to talk with a registered nurse. The nurse can help answer medical questions, help take care of a minor problem at home, or guide the member 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 availability varies by plan.)1
  • Personalized customer service –  UnitedHealthcare Customer Service Advocates are available every day, 8 a.m. – 8 p.m. local time. They 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 only pay the applicable co-pays according to your Evidence of Coverage. (UnitedHealth Passport is available on many, but not all, MedicareComplete plans insured through UnitedHealthcare. 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.

1This 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. 

Page last updated: 02.15.2017 at 12:01 AM CT | Y0066_170120_102230 Accepted

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