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How to resolve US HPInc or HPE medical benefits issues -- and how to escalate

Advice and reference info from members. (Updated Sep 17, 2020.)

This topic is covered in the HPAA Benefits Forum. Discuss HP and HPE COBRA and retiree benefits, including Annual Enrollment and transition to Medicare..

Questions or comments to: info@hpalumni.org

Steps to follow

Step 1. Call the phone center for the specific carrier or provider. (UHC, UHC/AARP, Aetna, Anthem, Express Scripts, Medco, OptumRx, Kaiser, Harvard Pilgrim, Tufts, etc.) If the first-level phone agent can't help you, ask to escalate your problem. Use the magic word "escalate."

Step 2. If the provider has incorrect information about your eligibility or coverage -- or otherwise can't resolve your issue -- call the appropriate phone center -- the HPInc Benefits Center, HPE Benefits Center, or Aon Retiree Health Exchange -- as listed below.

The key: All that a provider knows about your specific coverage is in files that were transmitted to them by the HPInc Benefits Center, HPE Benefits Center, or Aon.

Step 3. If the first-level Benefits Center or Aon phone agent can't resolve your issue, ask them to escalate your call. Use the magic word "escalate." We get very good reports from members who have escalated within the phone centers. The Benefits Centers and Aon each have a special group that deals with provider issues -- for example, they can set up a three-way phone conversation with an expert troubleshooter at the provider.

Step 4. While the HPAA is an independent volunteer organization and is not officially endorsed or supported by any company, we have informal escalation paths into HPInc Corporate, HPE Corporate, and Aon Retiree Health Exchange.  https://www.hpalumni.org/escalate 


Benefits Centers

The Benefits Centers are the "cosmic glue" for health benefits.

HPInc Benefits Center:
Operated for HPInc by Alight Solutions -- formerly Aon Hewitt.
http://www.myhpbenefits.com
Also manages retiree health coverage for many HPE retirees and any retiree health plans from predecessors such as DEC.)
1-800-890-3100 -- 8:00 a.m. to 8:00 p.m. Central Time, Monday - Friday
1-847-883-0465 -- Outside the United States, Puerto Rico, or Canada
Ask for a "Retirement Specialist" -- otherwise, you may get an agent who is primarily trained on current-employee issues.
If the first-level Benefits Center phone agent can't resolve your issue, ask them to escalate your call. Use the magic word "escalate." We get very good reports from members who have escalated within the Benefits Center.

Hewlett Packard Enterprise Benefits Center:
Operated for HPE by Bswift since April 1, 2019.
https://www.myhperewards.com
1-844-537-5304 -- 8:00 a.m. to 8:00 p.m. Central time, Monday - Friday
1-312-843-5219 -- Outside the United States, Puerto Rico, or Canada
Ask for a "Retirement Specialist" -- otherwise, you may get an agent who is primarily trained on current-employee issues.
If the first-level Benefits Center phone agent can't resolve your issue, ask them to escalate your call. Use the magic word "escalate." We get very good reports from members who have escalated within the Benefits Center.

Medicare plans purchased via Aon Retiree Health Exchange

If you have a problem with a company-subsidized open-market Medicare plan purchased through Aon Retiree Health Exchange, contact your Aon Retiree Health Exchange Advisor. If the Advisor can't resolve your problem, they can escalate it to Aon's special group of Advocates.

ARHE for HPInc
1-800-975-0355 -- 7:00 a.m. to 8:00 p.m. Central Time, Monday through Friday. 
Plan details: https://retiree.aon.com/hp

ARHE for Hewlett Packard Enterprise
1-844-537-5303 -- 7:00 a.m. to 8:00 p.m. Central Time, Monday through Friday.
Plan details: https://retiree.aon.com/hewlettpackardenterprise

If there are problems with the subsidy payments paid via your HPInc or HPE Retiree Reimbursement Account, contact the appropriate HPInc or HPE Benefits Center, as given above.

More on Medicare plans: https://www.hpalumni.org/medicare-HP


Not always obvious: Which HP-related companies am I a retiree or former employee of? Given HP's complex history of acquisitions, divestitures, and spinoffs, the company or companies that you are legally a former employee of may not be obvious. If any doubt, check here: Which Company

Note: The confusing term "Pre-2003 HP Medical Program" refers to the year in which Hewlett-Packard's US retiree medical program was redesigned to be much less generous -- not the year you retired. Regardless of when you retired, depending on your length of service and other factors, you may qualify for the US "Pre-2003" program. Details: https://www.hpalumni.org/Pre2003


Background details:

Once you know who does what, you will know who to call.

Alight Solutions and Bswift perform these functions for HPInc and HPE, respectively:

- Receives employment status information transmitted from HPInc and HPE for all current US employees -- plus the more than 54,000 US retirees, and thousands of people on COBRA.

- Runs the benefits websites where you select your healthcare coverage.

- Bills you for health plan premiums.

- Manages the health savings and reimbursement accounts.

- Administers the health plans provided by UHC, Aetna, Anthem, Cigna, etc. (Depends on your situation and which state you live in.) Alight Solutions or Bswift transmits files to them with coverage details. Each of these companies has their own website and call center -- and each is a giant outfit. (UnitedHealthCare covers 38 million people. Aetna 37 million. Anthem 40 million. Cigna 80 million worldwide.)

- Administers the prescription plans from the pharmacy benefits management companies, such as Express Scripts. Alight Solutions or Bswift transmits files to them with coverage details.

- Administers the group plans provided by the various regional HMOs, such as Kaiser, Harvard Pilgrim, Tufts. Alight Solutions or Bswift transmits files to them with coverage details.

- Administers the company subsidy provided to Aon Retiree Health Exchange.

- Runs the phone centers for HPInc and HPE to resolve problems.


Health insurance agents.

Many ex-HPers do not qualify for an HP health insurance plan -- or, even if they do, have low years-of-service such that they should consider non-HP alternatives. An experienced independent insurance agent licensed to sell health insurance in your state can help you sort through the complexity -- and adds nothing to the cost of the plan you purchase from them.  


For more mutual help on this topic and many others, join the independent HP Alumni Association. If you were formerly a regular, direct employee of HP or HPE -- or are in the process of leaving -- join the HP Alumni Association. Transition, Benefits, and Finance forums. No charge, thanks to HPAA members.


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