How can I make a one-time payment on uhceservices.com?

To make a one-time payment select the option "Billing & Payment".  Once on the Billing & Payment screen select "Payment Method". By selecting "Add Pay On-Line Payment Method" will allow you to enter your payment information and submit.  

How can I set up a recurring payment on uhceservices.com?

To make a one-time payment select the option "Billing & Payment".  Once on the Billing & Payment screen select "Payment Method". By selecting "Add Scheduled Direct Debt Payment Method" you will be able to set up your payment information for scheduled payments.

How do I know if I am on Auto Pay?

You will be able to see if you are on Auto Pay in two places. The first will be on your invoice. On uhceservices, navigate to the Billing and Payment Screen. You will be taken directly to the Open invoice screen. Under the Payment(s) Pending column you will see SDD. This indicates your invoice is set to auto pay. If you see No, then you are not set up on auto pay and will need to make a manual payment.

What is Quick Pay?

Quick pay is our new quick and easy way to make payments on your account.  Quick pay is only available when you are not utilizing our Scheduled Direct Debit (Auto Pay) method. Quick Pay is also only available if your due date is today or overdue.

Why am I not seeing a Quick Pay option?

You will only see the Quick Pay screen when your outstanding balance is greater than $0 and your group is not set up for Automatic Payments.

Why is my Quick Pay amount due different from my current invoice?

Your Quick Pay balance is the sum of all invoices with an outstanding balance (positive and negative) that has a due date of today or a past date. Please check your current and past due invoices to confirm you are paying the account properly. 

How can I switch from paper invoices to electronic only invoices or back to paper invoices from electronic invoices? 

This change can only be made by our Service teams. Please contact us at 866-908-5940 to have your invoicing method changed.

How do I know if I will get notifications that my invoice is ready to view?

Notifications that your invoice is ready to view are sent to users that have registered for uhceservices and have billing access. Users who have been invited but not registered will not receive these notifications.

How do I change my group information such as address, billing address or contact information?

To change your group level information, you must contact our service teams for a Group Information Update form. Please contact us at 866-908-5940.

My group is administered through a Third Party Administration (TPA) am I allowed access to uhceservices for my group?

Access to groups that are administered by TPA's is determined on a case by case basis. Please contact us at 866-908-5940 to see if your TPA has allowed website access.

Are all groups loaded onto the new website?

No, some groups have not migrated to uhceservices.  They will continue administering their benefits on Employer eServices for now. 

From the home page of uhceservices, if you search for a group that is on Employer eServices, the results returned will give you a link to Employer eServices. 

For AllSavers groups, you would still utilize myallsavers.com

When will my renewal be available on uhceservices?

Renewal availability on uhceservices is dependent on your groups size and line of business. 

Level Funded available 75-90 days before renewal.

Oxford/Freedom available 60-75 days before renewal

UHC Fully Insured available 68-103 days prior to renewal.

If you are a Key Account (100+ Subscribers) or have a grandfathered plan your renewal will not be on uhceservices.

How do I get my renewal if its not available on uhceservices?

If your renewal is not available on uhceservices and you are within the time frame above, please contact us at 866-908-5940. You can also reach out to your Broker, General Agent, or Renewal Account Executive.

Please note that if you are a large group or your plan is grandfathered you will not find your renewal on uhceservices and will need to contact your Renewal Account Executive for your renewal package.

I am an employer can I make updates to my renewal?

Employer users cannot make changes to their renewals. You must contact your Broker or Renewal Account Executive for Changes.

Once an enrollment is completed for a member, how long does it take until I can get access to their ID Card?

ID cards will be available for the member 24-48 hours after enrollment.  You can also request an additional card, view or print a temporary card through "Manage Members."

Through Request ID Card can I print for the entire group?

If you have a UHC Level Funded Medical plan, you can print the Medical ID cards for your entire group. This can be done from the Manage Members, Request ID Cards, Download Group IDs.  Dental cards will still need to be pulled individually.

 For all other UHC Medical plans, Oxford, Freedom, UHC Fully Insured & UnitedHealthCare HMO, you can only print the medical and dental card images on an individual basis.

We do have plans to add the Download Group ID functionality to all medical lines of business in the future.

How can I search for a member on the website?

From the home page click on Manage Member, if you manage multiple groups you will need to search and select the group the member is currently on. Then from Manage Search click on the Search by drop-down and select either Member ID, First and Last Name, Last Name and last four digits of the SSN or First and last four digits of the SSN. 

For our UnitedHealthcare HMO, you also can search by the full Social Security Number (SSN).

What date do I enter under Termination Requested date when terminating a member’s benefits?

The requested termination date is the last day the member should have coverage. For example, if you want coverage in January but not February, you would enter a requested termination date of 1/31/20XX.

What is the difference between the Requested Effective Date and Date of Qualifying Event when enrolling a member?

The Requested Effective Date is the date the coverage should begin. The Date of Qualifying Event is the date of the event allowing for enrollment in coverage. For example, the employee hire date is the date of qualifying event, while the effective date may be after that (such as the first of the month following the date of qualifying event).

Is the Waiting period displayed when enrolling member?

When selecting the Enrollment Reason of "New Hire" or "Initial Enrollment" and entering the Date of Qualifying Event, the site will calculate the Requested Effective date based on the Waiting Period rules. The site will also display the rules in a text box beneath the Requested Effective Date.

Uhceservices will not display new hire waiting periods that are considered non-standard. A non-standard waiting period is a waiting period that does not follow ACA waiting period rules. An example of a non-standard waiting period would be first of the month following 6 months.

Can I enroll someone on COBRA on the website?

Yes, you do have that option through "Manage Members". If the member is currently active on your plan, you will need to terminate them before you can enroll them onto COBRA.

How do I know which members are enrolled on CORBA when looking at the Member or Subscriber List?

When looking at the Member and Subscriber list you will currently see a column for Continuation with either Yes or No. If "Yes" then your member has COBRA coverage.

We will be adding a status for COBRA in the future.

Can you reinstate a member on the portal?

Yes, after you have selected your group then go to Manage Members. From the Manage Members list there is a selection for Reinstate Member. Please note that not all lines of coverages can be reinstated on the website.

If your group has Basic Life products and/or Financial Protection Products and you are needing to reinstate or update a member, please contact us at 866-908-5940.

What if I need to update a member’s demographic information, can that be done online?

 Yes, if you have the permissions to update enrollment, you can do that through Manage Members, Update Member.

Can you enroll members on Life and Disability products on this site?

Yes, as of 10/03/2024 you are now able enroll brand new members and their families onto Basic Life, AD&D, Dependent Life, Supplemental Life, STD & LTD products.

I am trying to update a member who wanted Basic Life & AD&D or other financial protection products but were missed and the website is not giving me an option to add Basic Life. Why can’t I update this?

Updates to add or change Life and Financial Protection Products on existing members is currently unavailable. We do have plans to add this functionality in the future.  You will need to contact our service team at 866-908-5940 for updates to this coverage.

What if I do not have a One Healthcare ID?

You can create one through the invite you are sent or on the login screen based on your access to United eServices. You can select the "New to Site? Register here.

What if I'm a broker and I have two broker codes? Do I need two logins?

You do not need two One Healthcare ID's for your Broker only access. You can combine all your Producer ID's under one ID.

If you are a Broker that also needs Employer level access you will need two One Healthcare IDs.  Broker access and Employer access will override each other in certain areas of the site causing access issues.

If I have an existing One Healthcare ID and I create a new one, what should I do?

Through My Settings, you can select the option Manage My Profile.  Here you can merge multiple One Healthcare ID's together.

Can we share or use one login for everyone in our office?

No, each user accessing uhceservices will need their own One Healthcare ID with the appropriate role to access the website.

One Healthcare ID's cannot be shared.

Is there an administrator role for an agency that can see the entire Book of Business with one sign in?

No, each user will see the groups that are tied to through their agency code.  Some agencies have more than one agency code. If that is the case, they will need access to each code (PCIS) and they will see their groups cumulatively.

What role should my broker delegates have to allow for Renewal, Quoting and Enrollment but not Commissions?

The best selection would be Standard Broker without Commissions. 

Can multiple people have the role of Broker Lead with User Maintenance or Employer Lead?

Yes, there can be multiple leads for an agency or employer. You can look up who the lead is through the "gear" in the upper right corner of the site or by calling Client Services at 866-908-5940.

Can a user use the same One Healthcare ID for both an employer role and a broker role?

You should not use the same One Healthcare ID you are currently using for broker access if you are granted access as an employer user for a group.  It is recommended that you utilize two One Healthcare ID's for this kind of access.  If you use the same One Healthcare ID for both roles, the broker permissions will override any employer permissions, preventing you from being able to fully access uhceservices as an employer.

Will I be able to view all groups on the website right away, regardless of renewal date?

No, you will not see a new group until after the group's effective date or the effective date of an Agent of Record change.

What if someone else at my organization wants to login? Do they need to have their own login?

Yes, each user should have their own login. If your organization has a Broker or Employer Lead user, they can invite you to the website, if not you may call Client Services.

Who should be set up as the Broker Administrator?

If you are the Owner or Broker Lead with User Maintenance of an Agency then you will want to be the Administrator. Otherwise, users should be invited as Delegates.

How do I set up two-factor authentication on a new device?

This can be done through the Manage My One Healthcare ID link after clicking the orange login button.  More Information can be found by clicking the FAQ’s link on the left-hand side of the page where you enter your One Healthcare ID

What are the hours of availability for UnitedHealthcare HMO?

Mon: 1:30AM CT – 11:00PM CT

Tue – Fri: 2:00AM CT – 11:00PM CT

Sat: 2:00AM CT – 11:00PM CT*

Sun: No online availability

*Except 2nd Sat of the month 2:00AM-4:00PM CT. Except for scheduled releases 2:00AM - 10:00AM CT

What browsers does the Broker and Employer website support?

Uhceservices only supports Microsoft Edge, Google Chrome, and Safari. 

All other browsers not supported are not supported and uhceservices will not perform as expected. This includes browsers like Internet Explorer, FireFox, Brave, etc.