Your United Healthcare Global Information
Table of Contents
1. Member Portal
2. Understanding Your Global Employer Group Medical Insurance Benefits
3. Using your Global (Outside the U.S.) Medical Network
4. Using your U.S. Medical Network
5. Prescriptions
6. Claims
7. Understanding your Explanation of Benefits (EOB)
8. Emergency Medical Evacuation
9. Preventative and Immunization Benefits
10.Telehealth and other insurance benefits
Welcome to your United Healthcare Global Insurance Plan
Your UnitedHealthcare Global (UHCG) employer group insurance plan comes with incredible medical benefits including emergency evacuation, telehealth coverage, a vast international network, and self-service through your member portal.
On this page you’ll find information about your GNI team, your member portal, claims and benefits, and much more. This knowledge base was developed specifically to help you navigate any questions or challenges you may have.
We want you to make the most of the benefits of your United Health Care Global employer group insurance plan.
Don’t forget to bookmark this page so that you can easily find the answer to your future insurance questions.
GNI Contact Information
Your Group Insurance Advisors: Joey, Karen, Kirk, & Doug.
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480-813-9100 |
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[email protected] |
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690 E Warner Rd Ste. 117 Gilbert, AZ 85296 |
Understanding Member Portal
All covered employees should register for your member portal at www.myuhc.com or on UHCs Global app. You will save time by having a wealth of information at your fingertips. You can access and print ID Cards and forms, file and view claim status, obtain copies of certificates, find a hospital or doctor, and more. Access to interactive online tools to help with health, fitness, and lifestyle are included. Just go to: https://member.uhc.com/myuhc and click the “Register” button. This will take you to a page where you can enter in your UHC Global ID number and create a user name and password for access to the site. This can be done on the App as well.
At your myuhc.com you can:
- Submit Claims
- Look up benefits.
- Find a hospital or doctor.
- Print a temporary health plan ID card or request a replacement card.
- Compare hospitals for quality and cost at the procedure level.
- “Chat” with a nurse online in real-time.
- Use the Personal Health Record to organize and store all your health data in one convenient, confidential place.
Registering at myuhc.com will give you one universal login – the One Healthcare ID – that you can use on myuhc.com, on the United Healthcare Global smartphone app. Have your Member ID card ready (or, you can use your Social Security Number and date of birth) and then:
Go to www.myuhc.com
Select “Register Now”
Follow the step-by-step instructions – you will be guided along the way with helpful onscreen feedback.
GNI Team Q & A
Question: Is there a UHC Global mobile app?
Answer: Yes, you may download the UnitedHealthcare Global mobile app.
This is the Icon to look for:
Everything is there which is available through your myuhc.com account.
In the US, you should use the MyUHC App:
GNI Team Tidbits
Question: How important is my ID card?
It contains important information to keep at your fingertips:
Always keep your ID card with you.
Please click here for your UHC Global User Guide
Your ID cards contains a lot of information about your benefits, so it’s important to know what everything means.
GNI Team Final Thoughts
To get the most out of your UHC Global employer please use your member portal which has a wealth of information for you – https://member.uhc.com/myuhc
Understanding Your Group Insurance Benefits
Understanding Your Global Employer Group Medical Insurance Benefits
You have great benefits with your United HealthCare Global insurance policy. 100% Wellness / Preventative care covered without waiting.
Your policy is compliant with Federal ACA (Affordable Care Act) rules and regulations. You can consult your Policy benefits at the end of the Welcome Guide for a full listing.
If you are not sure about something, please call the phone number on your ID card. You will be able to reach a UHCG representative 24/7/365 to answer your benefit question and set up direct pay with your medical providers when you are outside the U.S.
You may use the ATT direct access number to the US: call 1-877-844-0280 (https://business.att.com/bt/access.jsp for a list of direct access codes by country)
or call 1-763-274-7362 and reverse the charges.
You may also e-mail questions to: [email protected]
GNI Team Q & A
Question: I have a couple questions relating to open enrollment.
- Does open enrollment only pertain to adding people to our employer group insurance?
- May an employee drop a spouse off of our employer group insurance anytime through the year even if it isn’t during open enrollment.
Answer:
- With your UHC Global international employer group plan, you may terminate employees and their dependents at any time throughout the year.
- However, employees and their dependents may only be enrolled:
- during the open enrollment period
- as a result of a qualifying life event – https://www.healthcare.gov/glossary/qualifying-life-event
- as a newly eligible employee.
GNI Team Tidbits
If you are not sure about something, please call the phone number on your ID card. You will be able to reach a UHCG representative 24/7/365 to answer your benefit question and set up direct pay with your medical providers when you are outside the U.S.
Employers may have internal rules and regulations regarding the timing of removing dependents from their employer-sponsored group policy.
GNI Team Final Thought
If in doubt, call United HealthCare Global 1-763-274-7362.
Using your Global (Outside the U.S.) Medical Network
Understanding Your Network
Your UHC Global employer insurance provides access to a global network of health professionals, hospitals, clinics and diagnostic facilities so that you can get the care you need at home or on assignment.
Visit myuhc.com: For International Provider searches select: Global Resources > International Provider Search > then select the country and city
You can also use the UHC Global App.
Or call +1.763.274.7362. Reverse charges will be accepted.
Please click here for your UHC User Guide information on searching for a UHC medical provider here in the U.S. and globally
GNI Team Q & A
GNI Team Tidbits
Question: How does direct-pay option work?
Answer: UnitedHealthcare Global Insurance offers a direct payment system – without the stress and uncertainty of up-front payment by you.
Simplified direct payment process: global providers bill us directly instead of asking you for full payment at the time of service. A single, highly-integrated platform allows us to process all claims regardless of country, coding, currency or language. These providers are found in your MyUHC account.
Question: What is Guarantee of Payment (GOP)?
Answer: A Guarantee of Payment (GOP) is an assurance to the provider/hospital that United Healthcare Global will pay for a member’s covered medical expenses for those services provided. This formal assurance will help minimize the member’s out-of-pocket expenses at the point of service. These are used when the provider isn’t in the Direct Pay network.
Please click here for the User Guide on UHC Global Guarantee of Payment
GNI Team Final Thought
Assistance services: The Customer Care Center is open around the clock to help you in an emergency.
Reasons to call: Get 24/7 assistance in dealing with unforeseen medical and travel situations like:
- Lost passport or extending a visa
- Emergency travel arrangements, including for unaccompanied children
- Emergency translation
- Lost transportation tickets
- Canceled flights
- Legal referral
- Embassy referral
- Arranging for delivery of medical equipment
- Getting answers to personal, travel or legal questions
Call for help: Outside the U.S. or Canada: Call the Direct Access Number for the country from which you are calling. Visit https://business.att.com/bt/access.jsp for a list of direct access codes by country. At the prompt, dial +1.877.844.0280.
If your country isn’t listed, call +1.763.274.7362. Reverse charges will be accepted.
In the U.S. or Canada: Toll-free +1.877.844.0280
Ask Doug
Key Notes
Using your U.S. Medical Network
Understanding your U.S. Network
Your UHC Global insurance provides access to a global (including U.S.) network of health professionals, hospitals, clinics and diagnostic facilities so that you can get the care you need at home or on assignment.
Visit myuhc.com: • For U.S. provider searches, use the Find a Doctor link
In the U.S. or Canada: Toll-free +1.877.844.0280
Please click here for your User Guide – UHC Provider Search U.S. and International medical networks
GNI Team Q & A
Question: How do I access care in the U.S.?
Answer:
In the U.S. Locating Providers – There are a number of different ways to locate providers. The most frequently used methods are through the myuhc.com website and the UHC Global smartphone app.
Types of Providers – In-network (INN)* providers and Out-of-network (OON) providers
GNI Team Tidbits
GNI Team Final Thought
U.S. In and Out-of-Network deductibles do not cross accumulate. This means any expenses that you incur out of Network will not go toward your In-Network or International (if applicable) Deductible.
Prescriptions
How do I get my prescriptions?
Answer: OptumRx is your plan’s pharmacy benefits manager and works to offer safe, easy and cost-effective ways for you to get the medication you need. Show your member ID card at retail pharmacies in the U.S. to limit your out-of-pocket expenses.
OptumRx also offers the convenience of receiving prescription medications delivered to your U.S. address. You can order a three-month supply, often with a reduced copayment compared to copay at retail pharmacies. U.S. federal regulations prohibit shipment of prescription medications outside the U.S., Puerto Rico and Guam.
Question: How do I fill my prescriptions before I leave?
Answer: You can receive up to a one-year supply of prescription medication. Call Customer Care before you go to get help filling your prescriptions prior to departure or at retail pharmacies in your host country. OptumRx will help determine if your medication is suitable for long-term supply and how it should be stored.
In the U.S., Puerto Rico and Guam, you and covered family members can fill prescriptions at more than 67,000 in-network retail pharmacies. Locate pharmacies at myuhc.com or call Customer Care for help.
Question: What if the medication name is different overseas?
Answer: Medication names and strengths can vary from country to country. Visit myuhc.com to see drug name translations and get detailed information on medications. Call Customer Care for help in understanding medication differences and your benefits.
GNI Team Q & A
Question: How does precertification work outside the U.S.?
Answer: Precertification is not required overseas, but all medical expenses have to pass the medical necessity test. Pre-certifying or verifying coverage when overseas, will help you learn if the proposed treatment or expense will be covered.
Any questions, contact Member Services at [email protected] or 1-813-775-0190 24/7/365 or toll free in the US at 1- 800-231-7729.
Question: Are fertility services covered?
Answer: Fertility service coverage varies from state to state and policy to policy. It’s best to pre-certify the service that you are proposing before going forward to find out if is a covered treatment or not.
Question: Are all prescriptions covered?
Answer: Some highly priced medications are excluded from coverage, if they do not offer significant improvement of medical outcomes over lower priced medications.
GNI Team Tidbits
Your plan covers prescription medication only. Pharmacy benefits will not apply
if your medication is available over-the-counter in the US or your host country.
GNI Team Final Thoughts
If in doubt, call United HealthCare Global 1-763-274-7362.
Ask Doug
Ask Doug
Understanding Claims
Understanding Claims
Here are four ways you may submit your claim to UHC Global online at myuhc.com: For International claims: Select Global Resources > Submit New Claim > then provide details regarding the health care visit on the New Claim form
- MOBILE: Via the Health4Me app on your smartphone.
- EMAIL [email protected]
- MAIL: UnitedHealthcare Global Insurance O. Box 740111 Atlanta, GA 30374-0111
- If you have questions Call the Direct Access Number for the country from which you are calling. Visit https://business.att.com/bt/access.jsp for a list of direct access codes by country. At the prompt, call +1.877.370.4150.
- If your country isn’t listed, call direct 1.716.274.7362
- In the U.S. or Canada: Toll-free +1.877.370.4150 or +1.716.274.7362
GNI Team Q & A
Question: How do I check the status of my claim?
Answer: It is easy. To check on the status of a claim, visit myuhc.com or the UHC Global app on your smartphone. You can also reference your past claims history.
Question: What does Direct Payment mean?
Answer: UnitedHealthcare Global has set up a direct payment system with our global network providers (line spacing). This means health care bills come to us for payment, minimizing your out-of-pocket expenses. There may be some circumstances in which you need care from a provider who does not have an existing direct payment agreement with UnitedHealthcare Global. If that happens, call Customer Care. In many cases, we can arrange for direct payment. UnitedHealthcare Global will make sure your claims are paid quickly and accurately, no matter where you are. At myuhc.com, you can submit claims online and see your claims history.
GNI Team Tidbits
GNI Team Final Thought
Here is your UHC Global Claim form
Most claims are processed for payment within 14 business days (as long as all information is provided). After a claim is submitted, it should take no longer than 7 additional business days to be reimbursed. Payment may be made promptly and accurately via electronic funds transfer to your bank account, by check, or direct to providers.
Claims may be submitted in any language or currency. We will make sure your claims are paid quickly and accurately, regardless of the country, coding, currency or language.
Understanding Your Explanation of Benefits (EOB)
Your EOB
Once your submitted claim is processed, you will see in your MyUHC account an Explanation of Benefits. This will tell you how UHC has processed your claim, what discount was applied (in the USA), how much they paid the provider, what was applied to your deductible, and what you may still owe, if anything. Any billing you receive from your US In-Network provider should match what your EOB says is the patient responsibility.
Please click here to learn more about understanding your UHC Global Explanation of Benefits (EOB)
GNI Team Q & A
Question – What is Explanation of Benefits?
Answer – Your Explanation of Benefits is a summary of how your claims were processed and what you may owe, not a bill. Your health care professional or the facility may bill you directly for the remainder of what you owe.
Question – What is the summary page of my EOB?
Answer – The Summary page gives an overview of how your benefits are working for you – quickly see how much was submitted, how much has been paid, and what may be your responsibility.
GNI Team Tidbits
In addition to asking for help from GNI, if you feel that there has been an error on your claim, you have the right to appeal a denial. GNI can advise you on how to best do that.
As much as we love to serve you, please be aware that due to privacy laws, we do not have access to your claims. We only know what you tell us.
GNI Team Final Thought
Your GNI team is here to serve, if you are having trouble getting through to UHCG, please let us know how we can help. You can write to us at [email protected] or you can call us during normal business days and hours (PDT in Summer and MST in Winter) at 1-480-813-9100.
Emergency Medical Evacuation
Your Emergency Medical Evacuation Benefits
Your policy includes Emergency Medical Evacuation. However, this must be arranged and coordinated by United HealthCare Global with your providers. This is not a benefit that you can pay for and then submit a claim for reimbursement.
GNI Team Q & A
Question – Who to call in a Medical Emergency?
- First call 911 or the equivalent in the country where you are.
- Call UHCG and let them know as much as you can and give them your phone number and/or the phone number of the person who will be acting on your behalf. They can only help if they can reach you. Be sure to give them the name and numbers of your doctors and hospital.
GNI Team Tidbits
Your plan covers Emergency Medical Evacuation coordinated by UHC Global.
GNI Team Final Thought
FOR EMERGENCIES ALWAYS CALL UHC Global DIRECTLY, as soon as possible. If an emergency medical evacuation is needed, the sooner UHC Global get started, the better. Customer service representatives are available 24/7/365 to provide assistance when needed.
Ask Doug
Key Notes
In the event of a medical emergency, call for local medical help first. Then, once you or your loved one is stable, call UHC Global service center to tell them about the emergency situation or if you are diagnosed with a serious condition. You can call collect. To contact the global service center, just call the number on the back of your UHC Global ID card. Staff are prepared to help you 24/7.
Please note that –
Medical Evacuation cannot be self-arranged and then submit a claim for reimbursement. Arrangements must be made by UHC Global or their designated provider.
Only serious illnesses/conditions where there is significant and/or imminent risk of death or permanent injury are eligible for emergency medical evacuation.
Preventative and Immunization Benefits
Understanding Preventative Care
Your benefits include preventative care services, including routine tests, pre-assignment immunizations and screening. Early detection enables doctors to evaluate treatment options and begin treatments that may reduce complications and the risk of disease progression.
GNI Team Q & A
Question – What is Preventive Care?
Answer – Preventive care services are provided during an annual wellness exam or check-up, in the absence of symptoms. You and your doctor will determine what tests and health screenings are right for you based on your: age, gender, personal and family health history.
Question – What is Not Preventive Care?
Answer – When you have a positive result in one of the screenings and the doctor orders additional screenings and tests to determine the cause. These services are covered under your plan’s medical benefits, not your preventive care benefits. For example, a lump is noted on a mammogram and a more detailed scan is requested. Even if the result is negative, the second scan is still considered diagnostic (subject to deductible & coinsurance) rather than preventative.
GNI Team Tidbits
Even when your appointment is for preventive care, if you happen to receive other services during that exam that are not preventive, these could be billed according to medical benefits rather than preventative. You may be responsible for paying a portion or all of the cost, such as a co-pay.
For free Preventative benefits, have your exams, tests, and labwork done either overseas or in the US. If out of network in the US, these will be subject to the deductible and co-insurance, likely meaning you will pay for everything.
GNI Team Final Thought
So that you don’t get a surprise bill, it’s important for you to know: what is considered preventive care and Services that are covered but not preventative.
You and your children are eligible for wellness visits and routine screenings once every 12 months. Please take advantage of these benefits. These are meant to catch serious illnesses in the early stages so that treatment has the best outcome.
Ask Doug
Ask Doug
Telehealth and Other Insurance Benefits
Understanding your Telehealth Benefits
Virtual visits solutions in the U.S.: When you do not feel well, getting to the doctor’s office can be a challenge. With Virtual Visits, talk to a doctor whenever, wherever from a mobile device* or computer without an appointment or the hassle of leaving home. Doctors can diagnose and treat a wide range of non-emergency medical conditions such as colds, rashes and minor injuries, 24 hours a day, 7 days a week.
How does it work?
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To access Virtual Visits, sign in or register at myuhc.com. From Find Care, search for Virtual Visit to locate your options.
My Wellbeing
My Wellbeing is a digital platform designed to help you create positive behavioral changes and health habits.
Register at mywellbeingsolution.com using the company access code uhcglobal. Dependents can use the same code to create their account.
Download the Optum® My Wellbeing app from your favorite app store.
Employee Assistance Program
When life gets challenging, you’ve got caring, confidential help from your Employee Assistance Program (EAP).
There are three ways to access your EAP benefits:
- Call and talk to a specialist
+1.877.510.9664 in the U.S.
+44.1865.397.074 outside the U.S. - Online at mywellbeingsolution.com using company access code uhcglobal and select “contact your EAP” from the home page.
- Through the Optum My Wellbeing app select “contact your EAP” from the home page.
GNI Team Q & A
Question: What is Teladoc?
Answer: Teladoc Health offers comprehensive virtual care solution capable of serving organizations and people anywhere. Their services span the spectrum of health care needs, from simple to complex. They seamlessly connect general medical, mental health, and complex care to deliver convenience, outcomes, and value.
GNI Team Tidbits
If you have any questions about your benefits, UHC Global welcomes your phone call. They have customer service representative available 24/7/365 at 1-877-844-0280 or 1-716-274-7362.
GNI Team Final Thought
Accessible and convenient! No more waiting rooms or inconvenient appointment times. Simply login to myuhc.com, and make an appointment that fits your schedule to connect with a doctor from your home, your office or on the go 24/7.