INQUIRY UNIT
The Health
and Security Plan’s Inquiry Unit is the first line of communication between
members and the Plan. Benefits are provided for over 151,000 members and
retirees, when you add eligible spouses and dependents this number rises to
over 410,000 lives.
The Inquiry Unit receives between 1,000 and 1,300 calls each day from members
asking about benefits, claims, forms and other related information.
Unfortunately the lines are extremely busy and at times it may be difficult to
get through. Here is some information to help you and help us serve you better.
The Inquiry Unit is open from Monday to Thursday 8am to 6pm, Friday 8am to
5:30pm. The lines are busiest on Mondays and Tuesdays. Help us, help you by
calling the right number. To request claim forms only (dental forms, fee
schedules, participating providers, optical vouchers, etc.) please call the Forms
Only line at 212-815-1531. If you are calling to check eligibility for
benefits, the status of claims such as dental or disability or other benefit
information, please call the Plan’s Inquiry line at 212-815-1234.
The following
information is needed when you call the Plan:
- Social Security Number
- Member and patient’s name
- Type of claim - claim number if available
- Approximate date of filing claim or
correspondence
Occasionally
a question cannot be answered immediately. Many calls require investigation and
the involvement of other units. In these instances, an Inquiry may need to be
written and sent to the claims unit for further research and follow up with the
member.
In addition to the heavy volume of telephone calls, the Inquiry Unit responds
to a steady flow of correspondence being sent in by both active and retired
members.
The Unit also responds to the needs of members who come in person to the Plan
office for information. Over 5,000 members visit the unit each year.
