The HP and HPE Benefits Centers are outsourced.

HPInc Benefits Center. Operated by Alight Benefits Administration -- a separate company from Alight Retiree Health Solutions.

HPE (Hewlett Packard Enterprise) Benefits Center. Operated by Bswift/Aetna since April 2019.

HP Inc. is the overall legal successor to companies acquired by Hewlett-Packard before the company was split into HP Inc and Hewlett Packard Enterprise on Nov 1, 2015. In general, responsibility for commitments to former U.S. employees of Compaq, DEC, EDS, etc. remain with HP Inc. -- regardless of whether their last business unit ended up in HP or HPE. (Canada and UK: HPE. Other countries vary.
Country-by-country details)
Details: HP Breakup

Which HP-related companies have me classified as a retiree or former employee? Due to acquisitions and spinoffs, this may not be obvious. Check here: Which Company

Some HPE retirees are covered by an HP retiree medical program. Depending on age, years of service, and other factors, you may qualify for the HP "Pre-2003 HP Retiree Medical Program" -- instead of an HPE program. ("2003" refers to the year when HP implemented the program, not necessarily your year of retirement.) Legally retirees of HPE. However, HPE has paid HPInc to administer health benefits for those HPE retirees. (All other responsibilities for HPE retirees are handled by HPE.) How to tell if you are qualified for Pre-2003: https://www.hpalumni.org/Pre2003

Steps to follow

With any call center, if you get an answer that doesn't match the Enrollment Guide or other paperwork, or seems wrong, or doesn't make sense, call a second time!

Step 1. If a specific carrier or provider is involved, call their phone center first. (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 HP Benefits Center, HPE Benefits Center, or Alight Retiree Health Solutions. Phone numbers, hours, and websites: https://www.hpalumni.org/BenefitsCenters.

The key: All that a provider knows about your specific coverage is in files that were transmitted to them by the HP Benefits Center, HPE Benefits Center, or Alight Retiree Health Solutions.

Step 3. If the first-level Benefits Center or Alight Retiree Health Solutions 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 Alight Retiree Health Solutions 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. "After calling the HPE Benefits center again I got to the right person who confirmed what you said." --John

Step 4. Send a note to the HPE CEO's office: https://h41388.www4.hpe.com/contact/connect-with-hpe.html  [Members report mixed results -- ranging from an error message, a very fast reply, to a reply after nine days.]

HPE Corporate Headquarters: 1701 E Mossy Oaks Rd, Spring, TX 77389. 1-678-259-9860. (At a Post Office window, you can specify Certified Mail combined with Return Receipt.)

(We have an informal escalation path into Alight Retiree Healthcare Solutions management. https://www.hpalumni.org/escalate-ARHS )