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Knowledge Base – United Healthcare Global

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: Karen, Kirk, & Doug.

telephone icon 480-813-9100
envelope icon groupservice@gninsurance.com (attn: Karen)
building icon 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.

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:

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.

 

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

 

 

Videos

  1. How does my Deductible Work
  2. Why is my Deductible Higher in the U.S.
  3. Top 5 things to remember when you start your international employer medical group insurance

Key Notes

Your UHC Global member portal – https://member.uhc.com/myuhc

Understanding Your Group 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://www.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: expatinsurance_memberservices@uhcglobal.com

If in doubt, call United HealthCare Global 1-763-274-7362.

Videos

  1. What is covered and what is not?
  2. What Does “Co-Insurance” Mean?

 

Key Notes

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.

Using your Global (Outside the U.S.) Medical 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

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

Videos

  1. Part 1 of 3 – Two key medical insurance network models
  2. Part 2 of 3 – Some key differences in comparing your your medical networks
  3. Part 3 of 3 – How does my U.S. and interntional medical network stack up to others?
Utilization of your international employer group health insurance

Key Notes

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://www.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

Using your U.S. Medical 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

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

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.

Videos

  1. Dealing with Out-Of-Network Expenses on a Group Medical Plan
  2. What does cross-accumulate deductible mean on my insurance?
  3. Your Deductible

Key Notes

  1. Employer Insurance: “Insurance Network” Benefits 101

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.

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 aiservice@aetna.com 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.

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.

Videos

  1. What deductible levels actually mean on your insurance

Key Notes

  1. Health Insurance Coverage Between High School and Age 26

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

  1. MOBILE: Via the Health4Me app on your smartphone.
  2. EMAIL expatinsurance_memberservices@uhcglobal.com
  3. MAIL: UnitedHealthcare Global Insurance O. Box 740111 Atlanta, GA 30374-0111
  4. Call the Direct Access Number for the country from which you are calling. Visit https://www.business.att.com/bt/access.jsp for a list of direct access codes by country. At the prompt, dial +1.877.370.4150. In the U.S. or Canada: Toll-free +1.877.370.4150 or +1.813.870.0796

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 Health4Me 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.

 

Here is your UHC Global Claim form

Videos

  1. Answers to all your questions about insurance precertification
  2. Ultimate Guide to Your Global Medical Insurance

Key Notes

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)

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 they paid for, and what you may still owe, if anything.

Please click here to learn more about understanding your UHC Global Explanation of Benefits (EOB)

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.

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.

Your GNI team is here to serve, if you are having trouble getting through to UHCG, please let us know how we can help.

Videos

  1. What do these different levels of deductibles mean?
  2. What does “out-of-pocket maximum” mean?
  3. Understanding my Explanation of Benefits (EOB)

Key Notes

  1. Part 1 of 2 – Your out-of-pocket maximum
  2. Part 2 of 2 – Your out-of-pocket maximum

Emergency Medical Evacuation

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.

Question – Who to call in a Medical Emergency?

  1. First call 911 or the equivalent in the country where you are.
  2. 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.

Your plan covers Emergency Medical Evacuation coordinated by UHC Global.

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.

Videos

  1. Who should you call in a medical emergency?
  2. Understanding your international emergency medical evacuation benefits

Key Notes

In the event of a medical emergency, call for local medical help first. Then, once you are 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

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.

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.

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.

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

Videos

  1. Difference of an Annual Preventative vs. Sick Benefits 

Key Notes

  1. 7 crucial things you can do in your overseas insurance portal

Telehealth and Other Insurance 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? 

Choose a provider or doctor on demand

  1. Register online: Please click on this link to learn more
  • To register with Teladoc, visit myuhc.com. Search for “virtual visits” and select “Teledoc.”  With a single sign one functionality, there is no need to complete a registration form.  Member information is automatically sent to Teladoc. 
  • To register with Amwell or Doctor on Demand, visit either provider’s site. Complete the required fields using a UnitedHealthcare Global ID card.
  • Download the provider app from the app store and begin using the services.

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.

 

Question:  What is Amwell?

Answer:  Amwell is an affordable, convenient way to resolve routine medical conditions. Their unique, secure technology makes it possible to see a doctor, face to face, on a mobile device, desktop or smartphone / hand phones, without having to leave home. With video, providers can look, listen and engage to help diagnose health concerns and provide an effective treatment plan.

Question:  What is Doctor on Demand?

Answer: Doctor on Demand’s mission is to improve the world’s health through compassionate care and innovation. Their vision is to put the patient first, developing long-term patient-doctor relationships, and providing families with peace of mind through fully-integrated mind and body care.

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.

Videos

  1. How to Find Out if Your Global Group Plan  Offers Telehealth
  2. Does my health insurance require me to pre-certify before surgery?

Key Notes

  1. Do I have vision benefits on my international employer group medical insurance?