Here are 9 tips for communicating with Madison area health insurance carriers.

Nine Secrets to Communicating with Health Insurance Carriers

Few tasks are as daunting as having to talk to an insurance company. Fortunately, some health insurance carriers, like Unity, make customer service a priority. Nevertheless, it’s good to be prepared when giving your carrier a call. Here are a few tips to help –


  1. Don’t call – e-mail! If you have access to a secure portal, such as MyChart, you may be able to find the answer to your question in the FAQs that are posted online.


    Otherwise, you can send a secure email to your health insurance carrier about your issue. The standard response time should be posted. For example, Unity’s standard online response time is four business hours (Monday through Friday 7 a.m – 7 p.m.).


    This method has its benefits – the messages are in writing and can be referred to later, and you can always have the customer service representative call you if needed.


  2. Look on the website to find the business hours and avoid calling during peak hours. At Unity, the best time to call is Tuesday – Thursday, between 11:30 a.m. and 3:30 p.m. Make sure you set aside enough time for the call, especially if the issue is complex.

  3. Have your insurance card handy. If you have it in hand, the customer service representative can tell you where to find the numbers you need, such as your subscriber number and group number.

  4. Have all of your paperwork handy, such as your Explanation of Benefits (EOB), Prior Authorizations or other forms or letters relating to the subject of your call. You may also want to have bills from the clinic or hospital that relate to the issue.

  5. If English is your second language, ask if there is a translator or operator available who speaks your first language.

  6. Once you make the call, be sure to ask for the name of the customer service representative and keep a log of any communication, including the date and time and what was said.

  7. ​If you’ve requested a policy change, ask for confirmation of the change in writing.

  8. If you’re having difficulty with the discussion, ask to speak with a manager.

  9. If you don’t agree with a decision by your health insurance carrier, ask to speak with the Member Advocate. By law, all carriers must have a formal grievance process to resolve problems.

Now you know our secrets to communicating with health insurance carriers. Next time you need to talk to your insurance provider, just follow these 9 tips to help ensure a smoother process.


At Unity, customer satisfaction is key, and we survey our customers regularly to ensure they receive the excellent service they deserve. We’re proud to say that our latest overall customer satisfaction was 9​6 percent. Whether you have questions or need help, give Unity’s highly-rated customer service representatives a call at 800.362.3310.