Online Enrollment Frequently Asked Questions

Use this guide to help you efficiently enroll in a UCare Medicare Plan. Thank you for your business!

1

General Questions and Basic Info
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Each year between October 15 and December 7, Medicare plan members can choose to enroll in different Medicare health plans. Their new coverage will start January 1. There are other types of enrollment periods as well. For more information about Medicare enrollment periods, go to https:/www.cms.gov.

We recommend using Chrome or Firefox. Although technology designers do their best to ensure products work with all major browsers, sometimes they perform better with some than with others. If you are having problems with the tool using one browser, please try another one.

2

Select Plan
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Call 1-888-618-2593 and a UCare sales representative will be happy to help you.

If you have not yet submitted your application, press the “clear” button at the top right of the screen, then select the correct plan.

If you have already submitted your application, please call the appropriate Customer Services number found at the bottom of this page.

Image of website showing where to clear plan choice

3

Create Account
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You'll be able to save your progress and return to the enrollment process later, and even track your enrollment application status through the process.

As with many online technologies requiring account registration, an email account is necessary. Consider creating a Gmail, Yahoo, or other email account.

The registration email came from do-not-reply@ucare.org and was sent at the moment you registered. Check your spam folder in your email system. If the email isn’t there, please call 1-888-618-2593.

Yes, although you’ll need to apply separately for each person. To do so, first fill out the application for one person. After you have submitted the first application, return to the “Your Applications” page and click on “Create Medicare Application” to create a new application. Make sure that the person enrolling is present during the application process as he/she will need to sign using an electronic signature. Also, know that the information from your first application will carry over into the second application, and will need to be replaced with the new enrollee's information.

4

Personal Information
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Yes. Just enter it in the “Medicare Number” field.

Yes. Enter your Social Security number in the “Medicare Number” field.

5

Medicare Questions
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In order to be considered for Medicare coverage, you must show documentation from your doctor to having had a successful kidney transplant and/or that you don’t need regular dialysis anymore. If documents can’t be attached, please fax documentation to UCare at 1-866-283-4341 or mail to UCare Enrollment, P.O. Box 52, Minneapolis, MN 55440. If you are not able to upload your documentation now, you can save your application without submitting and finish it later.

There are a number of ways to create PDF documents. If you have a hard copy, you might be able to scan it using your home printer. Check to see if it has a scan feature. Choose PDF as an output option, rather than JPG or PNG (which are photo files). Then when the document appears on your computer, save it on your computer. If the document is an electronic MS Word file (or similar), you can usually “print as” or “save as” a PDF.

6

Select Clinic
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It is strongly recommended, but not required. The online enrollment system will display all primary care clinics for all specialties for the plan you selected. Consider “filtering” by the specialty (such as Family Medicine) or by distance from home (such as within 20 miles) to help select the best clinic for you. If you don’t choose a primary care clinic, one will be chosen for you by UCare, but you can change it at any time by calling the appropriate Customer Services number found at the bottom of this page.

7

Billing Info
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If you want to have your mail from UCare sent to an address that is different from your “permanent address”, you can set this up in the Personal Info section.

If you haven’t yet submitted your application, you can revise your mailing address in Step 8 – Review Application. At that time, click on the drop-down arrow for “Personal Info.” Then click “Edit” and change the information.

Be aware that all mail from UCare will be sent to this mailing address. After you have been successfully enrolled in a Medicare Plan, you can also set up a separate address solely for billing. Please call the appropriate Customer Services number found at the bottom of this page.

Click on the drop-down arrow for “Personal Info.” Then click “Edit” and change the information.

8

Review Application
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Go to the appropriate section by clicking on the down-arrow next to it. Then click on the “Edit” button that will appear on the lower right of that section.

You may have to change other enrollment information if your newly edited information requires it. For example, if you change your zip code, different plan options may apply.

Go to the appropriate section by clicking on the down-arrow next to it. Then click on the “Edit” button that will appear on the lower right of that section.

Yes. Just press “Save and Exit” at the bottom of any screen. Then log out.

When you are ready to resume, go to ucare.org, click on “login,” then click on “enroll” and put in your email address and password.

Press “Save and Exit” at the bottom of any screen.

9

Submit Application
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The system doesn’t send confirmation emails. However, if you log into your enrollment account at ucare.org, you can check the status at any time by going to “login” at the top right corner of the page then clicking on “enroll” and entering your information.

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Other Questions

After Submitting Application
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You will receive a letter verifying your enrollment in approximately 15 days. You can check the status of your application by logging into your enrollment account at ucare.org.

If UCare needs more information or documentation to complete your application, we’ll give you a call or send you a letter. Please follow the instructions you are given and respond by any deadlines you receive.

You may receive other communications that will impact your premiums and/or coverage or eligibility. This may happen if you did not enroll in a Medicare Part D plan when you were first eligible or if you are leaving an employee group plan to join our plan. Please make sure you respond to all communication you receive from UCare.

You will get your ID card approximately 15 days after your enrollment, or approximately 7 days after your application is approved.

Each application status is described below.

Status Meaning
Not Yet Submitted The application was started but not yet submitted.
Submitted The application was submitted. This status will display for up to two hours, then change to “Pending”.
Pending The application has been submitted and is being processed.
Incomplete The application is being processed but it is incomplete and requires additional information. A reason is provided.
Rejected The application was rejected either because one or more required documents were not received or The Centers for Medicare and Medicaid Services (CMS) rejected the application due to other reasons.
Cancelled The application was cancelled by request.
Denied The application was denied due to non-receipt of required information.
Enrolled The application has been approved by CMS.

 

Log into your enrollment account by going to “login” at the top right corner of the page then clicking on “enroll”. You may add dental if:

  • The status of your application is “Pending” or “Enrolled”,
  • It is within 30 days from the date of your application, and your coverage effective date, and
  • The plan you chose allows for dental coverage.

If the above bullet points apply to your situation, you will see “Add Dental” when you return to ucare.org on the Applications page.

If you are outside of the 30-day period, and you wish to add or remove dental coverage from your plan, you must inform UCare in writing. Send a letter to UCare Enrollment, P.O. Box 52, Minneapolis, MN 55440.

Please call the appropriate Customer Services number shown at the end of this FAQ and you will receive instructions on how to proceed.

An incomplete status indicates that the application was not able to be processed for one or more reasons. In most cases, the reason given is self-explanatory. Below are two reasons that may require explanation.

Reason Meaning
Incomplete – HICN not found

CMS was unable to confirm that you qualified for Medicare based upon the Health Insurance Claims Number (HICN) submitted on the application. This can happen for a number of reasons.

  1. The wrong “Medicare Number” was entered. Double check that you entered the correct number.
  2. Medicare does not yet have the information from the Social Security Administration (SSA.)
  3. CMS might show you don’t yet quality for Medicare at this time.
ESRD

The application was incomplete due your End Stage Renal Disease (ESRD.) This can happen for a number of reasons.

  1. You indicated “Yes” on the application to having ESRD but didn’t submit a note from your doctor stating that you have had a successful kidney transplant and/or don’t need regular dialysis.
  2. You indicated “Yes” to having ESRD on the application and you were not a member with a UCare plan previously and there will be no gap in coverage.
  3. You indicated “No” on the application but your Medicare eligibility information with CMS indicates that you have ESRD.
Note that an individual with ESRD whose enrollment in a Medicare Advantage plan was terminated as a result of contract termination, non-renewable, or service area reduction can make one enrollment into a new Medicare Advantage plan.

If your application status is “Incomplete”, call 1-888-243-8874 and speak with a UCare Enrollment Specialist. Or wait until you receive a call or letter from UCare with more explanation and instructions on how to proceed.

Premiums are due on the first day of each month.


Password Questions
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No. You will need to set up a new account for UCare’s member portal after your new UCare coverage begins. Information on how to create a member account is included in the welcome packet you will receive.

Go to ucare.org. Click on “login” then “enroll”. Attempt to sign in using the email address you used when enrolling. Then click on “Forgot Password” and follow the instructions provided.

Click on “Forgot Password” and follow the instructions provided.

Call 1-888-618-2593 and a UCare associate will submit a request to unlock your account. Or you can reset your password by clicking on “Forgot Password”.

Who should I call if I have additional questions?

If you have questions prior to submitting your application, questions about coverage options, or issues with using the online enrollment technology, please call our Sales Department at 1-888-618-2593. 

If you have questions after submitting your application, please call one of the following Customer Services numbers:

  • For UCare for Seniors or UCare Medicare, call 1-877-523-1515
  • For EssentiaCare, call 1-855-432-7025

TYY users can call 1-800-688-2564 with any questions.