Sometimes the insurance information your insurer has on file about you is incorrect or out of date. So, what do you do if your insurance information is incorrect? Every insurance plan is different in terms of their policies, procedures, and contact information. The information provided here is very general and does not specifically apply to any one insurer. It is intended to serve as a general guide as you navigate necessary steps to get essential information corrected.
General process
Call the phone number on the back of your insurance card and/or locate their website address online. Contact their customer service department. If calling, you may need to prepare yourself for a lengthy hold time. On the internet, look specifically for any change forms they have available; some you can print and mail back once complete and others may be completed and submitted online.
Name changes
Name changes are common, especially for women. Most insurances won’t allow a verbal name change over the phone; they will likely require some form of proof. What constitutes as proof will vary by insurer but typical items will include a certified copy of your marriage license, divorce decree, birth certificate, or other legal document.
Address changes
Address changes are very common. In some cases you can fill out an online submission form to show what your new address it. For Medicare, they use what is currently on file with the Social Security Administration so you may need to start there first.
Eligibility questions
Only your insurer can give you specific eligibility and benefit information. They can also explain why something isn’t covered. Generally speaking, state Medicaid and Medicaid replacement plans (HMO, MCO, PPO) will cover incontinence supplies. Medicare and Medicare Advantage plans do not cover incontinence supplies but will cover urological and ostomy supplies. Commercial, private pay insurance plans typically do not cover incontinence supplies.
