Member Communications
Learn about key member touchpoints during the enrolling and onboarding process and plan year.
Key communications for 2026
SSBCI Member Communications
Special Supplemental Benefits for the Chronically Ill (SSBCI) is a program that allows Medicare Advantage plans to offer additional benefits to members with one or more complex conditions. Learn about communications going out to members about eligibility.
2026 Part D Changes
Medicare Part D is undergoing changes in 2026, including updates to formularies, deductibles, coinsurance, and the VBID $0 copay program. Learn about communications going out to members to provide clarity and support a seamless transition.
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 Submission & Tracking
.png)
Enrollment Submission & Tracking
After submitting a plan application, members with an email address on file receive a confirmation email and push notification (if enabled in the UnitedHealthcare app) that allows them to review the plan they selected. These touchpoints encourage them to download the UnitedHealthcare app or visit their member site to track their application status.
7 - 14 days after enrollment
Application approval
.png)
Application approval email/push notification
If the application is approved, new members & plan switchers (with an email address on file) will receive an approval email and push notification (if enabled in the UnitedHeathcare app).
Agent Support Opportunity:
- Review the approved plan with the member
- Help them download the app, if they haven’t already
- Help them register on the member site, if they haven’t already
- Ensure they know to watch for their UCard to be sent in the mail soon and inform them they can track when their UCard will be delivered via the UCard Hub
Healthy Food & Utilities Eligibility Verification
.png)
Healthy Food & Utilities Eligibility Verification
Members impacted by OTC benefit changes will receive communications to confirm if they qualify to spend their credits on healthy food and utilities, or if more information is needed to confirm their eligibility. Communication may vary based on information the member provided at the time of enrollment. Members will receive additional communication as their eligibility status changes.
Welcome
.png)
Welcome
If the application is approved, new members & plan switchers will receive a Welcome Letter in the mail. Members who have opted in to paperless delivery of communications 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
- Encourage members to select a primary care provider, look up their drugs (if applicable), choose communication preferences and more on their member site or app
UCard Educational Videos
UCard Educational Videos
The UCard Hub may include short videos for members to watch to learn more about how to use their UCard to access available benefits and programs.
Agent Support Opportunity:
- Encourage members to activate their UCardRemind 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 includes the member’s physical member ID card 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 (if available as part of their plan), 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
Online account registration
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 provider, reviewing claims, viewing benefits & costs, managing prescription drugs and more
OTC benefit introduction
.png)
OTC benefit introduction
Members with the over-the-counter (OTC) benefit will receive a mailing and/or email to educate them on the OTC benefit and 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 engagement
Plan engagement
An educational email series to new members 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. Plan switchers will receive a single email highlighting top things to know and key actions to take.
Agent Opportunity:
- Ensure that members are prepared to use their plan
- Help them understand the app and member site
- Help them set up prescription fills or schedule a visit with their provider
- Help them get started with OTC benefit – check eligbility status (if applicable), find a store, browse products, place an online order, etc. products, place an online order, etc.
- Encourage and/or assist members with completing the Health Assessment if they haven’t already
Plan Activation Direct Mail
Plan Activation Direct Mail
New members who do not have an email address on file will receive this mailer that empowers them through the completion of critical plan readiness activities.The mailing highlights the top things to know and key actions to take to get the most from their plan.
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
Healthy Food & Utilities Eligibility Verification
Healthy Food & Utilities Eligibility Verification
Members impacted by OTC benefit changes will receive communications to confirm if they qualify to spend their credits on healthy food and utilities, or if more information is needed to confirm their eligibility. Communication may vary based on information the member provided at the time of enrollment. Members will receive additional communication as their eligibility status changes.
Need Help?
Contact the Producer Help Desk (PHD)
View Hours
AEP 2026 Hours of Operation:
10/4/2025 - 11/22/2025 - Mon - Fri 7am – 9pm CST Sat 8am – 5pm CST
11/27/2025 - Closed for Thanksgiving
11/28/2025 - 11/30/2025 8am - 5pm CST
12/1/2025 - 12/7/2025 Mon - Sun 7am - Midnight CST
10/4/2025 - 11/22/2025 - Mon - Fri 7am – 9pm CST Sat 8am – 5pm CST
11/27/2025 - Closed for Thanksgiving
11/28/2025 - 11/30/2025 8am - 5pm CST
12/1/2025 - 12/7/2025 Mon - Sun 7am - Midnight CST
AEP 2026 Hours of Operation:
10/4/2025 - 11/22/2025 - Mon - Fri 7am – 9pm CST Sat 8am – 5pm CST
11/27/2025 - Closed for Thanksgiving
11/28/2025 - 11/30/2025 8am - 5pm CST
12/1/2025 - 12/7/2025 Mon - Sun 7am - Midnight CST
10/4/2025 - 11/22/2025 - Mon - Fri 7am – 9pm CST Sat 8am – 5pm CST
11/27/2025 - Closed for Thanksgiving
11/28/2025 - 11/30/2025 8am - 5pm CST
12/1/2025 - 12/7/2025 Mon - Sun 7am - Midnight CST