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.