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 insurance company or provider is involved, call their phone center first. (UHC, UHC, 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 Inc 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 forwarded to them by the HP Inc 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." 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