UnitedHealthcare responds to The Chronicle’s UnitedHealthcare series

UnitedHealthcare StudentResources appreciates the opportunity to serve the more than 6,000 Duke University students covered by our plan, so we were very concerned by The Chronicle’s recent articles that revealed some students may have experienced service issues. (Read them here: Part 1, Part 2, and Part 3. --Ed.)

Students: as a result of this news, we plan to have StudentResources representatives on the Duke campus in November to answer any outstanding questions you may have, and to share general information about your benefits coverage.

In the interim, here are two steps you can take to ensure physicians, hospitals and other care providers understand your benefits coverage and are sending your claims to the appropriate address:   Remind your health care providers to use the toll-free number on your UnitedHealthcare StudentResources I.D. card to confirm that your insurance coverage is active and verify the types of covered services under your plan.

Remind your health care providers to use the claims submission address on the back of your UnitedHealthcare StudentResources I.D. card when submitting claims for payment to ensure they are sent to the correct address.

 We are committed to providing Duke students with superior customer service. Toward that end, if you call our Customer Service department and are not satisfied with the experience, please note the date and time of your call, as well as the person with whom you spoke. If you don’t mind providing the number you called Customer Service from, that would be helpful as well. That information should be shared with Anna Salinas, Duke Student Health Center student insurance manager, who will work with the StudentResources service team to help remedy the situation.

We value our relationship with Duke University and its students and we hope to see you in November.

Matthew Brinson

Account Executive