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Hot Topics
4.16.25
Combined Clubs
We are doing a price increase for about 700 current Road & Travel, Link2Wellness and Dental Protector members. The increase for each is below, the monthly cost is going to be increased $1 extra a month.
Ø Road & Travel: $12.99 to $13.99
Ø Link2Wellness: $12.95 to $13.95
Ø Dental Protector: $11.95 to $12.95
These members will receive an email letting them know of the price increase and offering them a magazine benefit. The magazine benefit will not be included in the benefit help screen in Member IQ, the member will need to click on the link in the email they received to activate the offer.
There will be a note in the member record-Special Note: Reminder Email Sent MM-DD-YYYY refer to cancel script to attempt to save member. If the member wants to cancel, follow the save script which will pop up once you click on Cancel.
Use the script in the member record to try to save the member. Handle the call as you usually would, including checking to see if they have redeemed the gift card.
Cancel Script
Follow the Yes and No prompts. Save Script #1 should be read if the gift card has NOT been redeemed. Save Script #2 should be read if the gift card HAS been redeemed.
•If the gift card has not been redeemed Save Script #1-the first save attempt is offering the reduced price. If they say no, they are offered the gift card which they never redeemed.
•If the gift card has already been redeemed Save Script #2-the save attempt is offering the reduced price. If they say no, process the cancellation.
Ø When they save the member with the gift card or the price reduction, the CSR should pass along the information to you, then you will create a Jira ticket with the member’s information and whether they accepted the price reduction or the gift card (Walmart or Target).
If you see these two transaction notes, please don’t say anything to the member, these are for internal use only.
11/14/2024
If a member calls or a participating Eyemed provider calls with any issues-locating a member in Eyemed, claims they are not a participating provider, questions on billing-you can give the provider the Provider Line 888-581-3648 and they will assist.
9/27/24
Dental Protector
Member asks how much of a discount they will receive for a specific dental procedure.
Let the caller know they need to go to a participating dentist, offer the website www.searchaprovider.com. Once they enter their zip code and a list of dentists populate, they can view a sample of the fee schedule. Or you can look up this information for the member.
This information populates once they click CARE POS
07.26.2024
2 Reminders
If you enroll a Link2Wellness member into the Link2WellnessPlus program, escalate to your supervisor. The members can’t have the 2 memberships, so the L2W account will need to be canceled first. Once the member has been enrolled in L2W+, please escalate via a TCAR.
Who is covered under my membership?
Link2Wellness/Link2Wellness Plus/Road & Travel/Buyer’s Edge
Your Member benefits apply to you and your immediate family members residing with you at your registered address.
Dental
Dental covers all of your family members who live in your household, or family members outside your household who depend on your financial support, such as students in college are included.
Ø When adding a spouse and/or kids, please ask the member if they are financially responsible for them and if they reside with them at the registered address.
4.18.24
Careington Vision Discounts-EyeMed
· A member can log in to their online account to see the savings they receive for the Vision Discounts benefit.
· They can also call EyeMed’s Customer Service or visit the website.
· Use your Benefit Help screens in the member’s account.
· If a provider’s office is calling for information, you can also tell the provider to call EyeMed or visit the website.
· You can also try to help by going to http://www.careington.com/eyem
4/02/2024
Registering with Sesame
The member cannot register directly with Sesame. ALL Members must register via our member sites for L2W or L2W+.
*Use the Benefit Help in Member IQ for assistance in walking the member through activation.
03/26/2024
Advise any Link2Wellness or Link2Wellness+ members that calls and is not calling to cancel and has been a member prior to 2024 that Sesame is our new provider. It doesn’t matter what the call is about as long as it doesn’t result in a cancelation.
Say something similar to what is outlined below.
Before you hang up, I would just like to make sure you know how to access our new telemedicine provider Sesame, simply go to the Link2Wellness or Link2Wellness+ website and log in then click on the “ways to save” tab then click on the “Telemedicine & Behavioral Health” tab and then follow the directions. If you have been using Lyric our old provider, you will need to re-register with Sesame. If needed, give them the Sesame phone number, they must activate online.
*Depending on the member’s response they can help the member with registering on the websites.
03/13/2024
Link2Wellness/Link2Wellness+ Telemedicine Benefit
If a member is not able to reach the Sesame website when they click on Online Physician Access (green button) in their Link2Wellness/Link2Wellness+ membership, they may have a pop-up blocker on their phone or laptop. The member will need to allow pop-ups. If they are still having trouble, please escalate the issue.
02/21/2024
New Link2Wellness/Link2Wellness+ Telemedicine Benefit Provider-Sesame
10/31/2023
Road & Travel-Roadside Assistance FAQ’s
If a member has had trouble in the middle of the night getting towing assistance or has used up their 3-claim limit, see below:
· If someone breaks down in the middle of the night and service facilities are closed what is the policy for a tow? Dispatch can set up to tow to the customer’s home and have the customer call back the next morning. HOWEVER, they will only tow to a customer’s home in this type of event. Normally they will tow to a repair facility only.
· If someone has used their 3-tow allotment for the year and they call for another tow will Roadside Protect offer to get the person a tow and explain that it will have to be paid for or is the person just told that basically they are on their own for a tow? The dispatch agent will let the customer know they have used all their claims, but they can set up service for them as a cash call with no reimbursement.
10/05/2023
Board Certified Dentists – They are specialists in their field. If a member calls saying they cannot locate a Board Certified Dentist in their area, give the member the phone number for assistance in finding one (1-800-290-0523) if they cannot locate them on www.searchaprovider.com.
To check if the participating dentist is Board Certified, the member would go to www.searchaprovider.com, enter their zip code, chose a dentist, and click on Provider Details. They will find the information on the dentist under Provider Information.
Information on the Participating Specialists (Board Certified or Advanced Degree) is located on their Fee Schedule. If the member choses a Board Certified dentist, they do not charge according to a fee schedule. Participating Specialists will give a 20% discount off of their normal fees.
06/14/2023
The Link2Wellness+ is going to be offered to Combined policy holders starting 06/15. It’s the same program we are offering on the Combined Connections website except with the $50 gift card premium.
Here’s a reminder.
• Hours of Operations Monday – Friday 8:00 am – 5:00 pm
• CSR Greeting: Thank you for calling Link2Wellness Plus, my name is (CSR Name) How may I help you today?
• 30-Day Trial for $1.00/$14.95 each month after. $50 Walmart or Target gift card
• Website: Link2WellnessPlus.com
In the member record, look for the + and the website.
04/26/2023
Our new program Link2Wellness+ (Link2Wellness Plus) is now live on the Combined Connections website ONLY. At this time, we are only offering it through Combined Connections. Link2Wellness+ has the same benefits as Link2Wellness with an added Behavioral Health benefit.
· Hours of Operations Monday – Friday 8:00 am – 5:00 pm
· CSR Greeting: Thank you for calling Link2Wellness Plus, my name is (CSR Name) How may I help you today?
· 30-Day Trial for $1.00/$14.95 each month after. (NO gift card premium)
· Website: Link2WellnessPlus.com
New Benefit-Behavioral Health
OFFERS 24/7 ACCESS TO BOARD-CERTIFIED PHYSICIANS OR MASTER LEVEL COUNSELOR EITHER A PHONE CALL OR CLICK AWAY.
02/16/2023
Combined Agent Hotline Refresher
In addition to the membership programs, we provide to Combined policyholders, we also support call center services for the Combined “Find An Agent” page on their website. We handle calls generated from the “Contact Us” toll-free number listed on the “Find An Agent” page. We schedule calls for a local insurance agent to contact customers to answer questions about supplemental insurance, coverage options and to provide a quote.
Follow the Script – Greeting: Hello, this is (CSR NAME), with Combined Insurance. Thank you for calling. May I please have your first and last name? (Mr/Ms Last Name)
If a caller wants to speak with a local Combined Insurance Agent – CSR will complete a “Find an Agent” form which is located on the Combined Insurance website.
In addition to speaking with a local agent, a customer could also call for:
· Job Inquiry – CSR will provide the Combined Insurance website or perform a blind transfer.
· Customer Service Calls – CSR will provide the Combined Insurance website or perform a warm transfer. These include questions regarding any of Combined’s Insurance products.
· Medicare Supplement Inquiry – CSR to validate state availability and `complete a “Find an Agent” form which is located on the Combined Insurance website.
12.19.22
Careington Customer Care Center Holiday Hours
The Customer Care Center will be closed on Friday, 23rd and Monday, 26th. Both will re-open during standard business hours on Tuesday, December 27th. Please note that the Customer Care Center will remain open the full day on Thursday, December 22nd. Additionally, the provider portal and IVR are available 24/7 to assist members and providers.
10.31.2022
Road & Travel Reminder Postcards
490 Road & Travel members were sent a reminder postcard reminding them of their benefits.
These members will have a note in the member record, on the Promotion line and will have an Offer Code (Market Offer) of RD000275 or RD00273. Below is an example. These members will have a $1.00 price increase in their December bill. Please note, the INFORMATIONAL SPECIAL NOTE in the Transaction History is going to change, I’ll send a revised screenshot once it’s completed. It’s going to tell you if the member has redeemed the gift card or not. You will need this information in order to know which Save Script to follow.
Save Script in Member IQ
A Save Script will populate for these members. You should follow the Yes and No prompts. Save Script #1 should be read if the gift card has NOT been redeemed. Save Script #2 should be read if the gift card HAS been redeemed.
· If the gift card has not been redeemed Save Script #1-the first save attempt is offering the reduced price of $12.99 a month. If they say no, they are offered the gift card which they never redeemed.
· If the gift card has already been redeemed Save Script #2-the save attempt is offering the reduced price of $12.99 a month. If they say no, process the cancellation.
· When the member is saved with the gift card or the price reduction, the CSR should pass along the information to their supervisor, then the supervisor will create a ticket with the member’s information and whether they accepted the price reduction or the gift card (Walmart or Target).
*If a member does ask about the price increase, you can use the FAQ below, which is also in the Save Script.
WHY DID MY MONTHLY FEE INCREASE?
Our membership fee has remained $12.99 since 2015, due to the rising cost of inflation we have experienced a significant increase to administer our benefits. As a result, we have increased our monthly membership fee by only $1.00 to account for only a small portion of this increase.
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8.31.2022
Link2Wellness Updates
· Replacement kits for Link2Wellness can now be requested through Member IQ.
· If someone calls to enroll in Link2Wellness, you can now enroll the member.
· If a member is having any issues using the Telemedicine benefit, assist them using the information in the Benefit Help.
· If a member asks why the Telemedicine provided switched, you can let them know providers change from time to time, we want to provide you with the best possible service.
08.11.2022
Link2Wellness
· If a member requests a replacement membership kit for Link2Wellness, don’t request it through Member IQ, send the request to your supervisor.
· If someone wants to enroll in Link2Wellness, take their information and escalate to your supervisor. Then send the request to Inte Q.
· If a member is having any issues using the Telemedicine benefit, let them know you will escalate this issue, and someone will contact them as soon as possible. Give their information to your supervisor and then escalate to Inte Q.
02.01.22
The search for a provider website has changed to searchaprovider.com.
This website only lists POS providers, and the member can download a sample of the providers fee schedule.
10.06.21
We will delay the trial billing for all FL customers for 17 days to allow for 7 days after receipt of fulfillment materials before a customer gets billed
7.14.2021
New offer for Combined policyholders-Spanish Buyer's Edge will be offered beginning 7.15.2021.
06.23.2021
Combined will be sending out emails to 270,000 customers with the advertisement for the United Vision Plan membership on Tuesday 6.29. See attached email.
06.17.2021
Reminder-Car Rental Discounts are only available at participating locations.
06.11.2021
Reminder
06.11.2021
United Vision Plan a new Combined Clubs membership offered through the Combined Connections website.
05.17.2021
United Marketing Group will be offering the Dental Protector membership and the Road and Travel in Spanish, beginning May 17th through July 14th.
05.17.2021
Member search for a participating Dentist
The member can search for a participating Dentist in their area by going to: www.searchaprovider.com.
The member must look for the participating dentist who accepts plan POS. The member can also click on POS to view their Plan Description and download their Fee Schedule.
Plan Description
Example of Fee Schedule
Combined Clubs
We are doing a price increase for about 700 current Road & Travel, Link2Wellness and Dental Protector members. The increase for each is below, the monthly cost is going to be increased $1 extra a month.
Ø Road & Travel: $12.99 to $13.99
Ø Link2Wellness: $12.95 to $13.95
Ø Dental Protector: $11.95 to $12.95
These members will receive an email letting them know of the price increase and offering them a magazine benefit. The magazine benefit will not be included in the benefit help screen in Member IQ, the member will need to click on the link in the email they received to activate the offer.
There will be a note in the member record-Special Note: Reminder Email Sent MM-DD-YYYY refer to cancel script to attempt to save member. If the member wants to cancel, follow the save script which will pop up once you click on Cancel.
Use the script in the member record to try to save the member. Handle the call as you usually would, including checking to see if they have redeemed the gift card.
Cancel Script
Follow the Yes and No prompts. Save Script #1 should be read if the gift card has NOT been redeemed. Save Script #2 should be read if the gift card HAS been redeemed.
•If the gift card has not been redeemed Save Script #1-the first save attempt is offering the reduced price. If they say no, they are offered the gift card which they never redeemed.
•If the gift card has already been redeemed Save Script #2-the save attempt is offering the reduced price. If they say no, process the cancellation.
Ø When they save the member with the gift card or the price reduction, the CSR should pass along the information to you, then you will create a Jira ticket with the member’s information and whether they accepted the price reduction or the gift card (Walmart or Target).
If you see these two transaction notes, please don’t say anything to the member, these are for internal use only.
11/14/2024
If a member calls or a participating Eyemed provider calls with any issues-locating a member in Eyemed, claims they are not a participating provider, questions on billing-you can give the provider the Provider Line 888-581-3648 and they will assist.
9/27/24
Dental Protector
Member asks how much of a discount they will receive for a specific dental procedure.
Let the caller know they need to go to a participating dentist, offer the website www.searchaprovider.com. Once they enter their zip code and a list of dentists populate, they can view a sample of the fee schedule. Or you can look up this information for the member.
This information populates once they click CARE POS
07.26.2024
2 Reminders
If you enroll a Link2Wellness member into the Link2WellnessPlus program, escalate to your supervisor. The members can’t have the 2 memberships, so the L2W account will need to be canceled first. Once the member has been enrolled in L2W+, please escalate via a TCAR.
Who is covered under my membership?
Link2Wellness/Link2Wellness Plus/Road & Travel/Buyer’s Edge
Your Member benefits apply to you and your immediate family members residing with you at your registered address.
Dental
Dental covers all of your family members who live in your household, or family members outside your household who depend on your financial support, such as students in college are included.
Ø When adding a spouse and/or kids, please ask the member if they are financially responsible for them and if they reside with them at the registered address.
4.18.24
Careington Vision Discounts-EyeMed
· A member can log in to their online account to see the savings they receive for the Vision Discounts benefit.
· They can also call EyeMed’s Customer Service or visit the website.
· Use your Benefit Help screens in the member’s account.
· If a provider’s office is calling for information, you can also tell the provider to call EyeMed or visit the website.
· You can also try to help by going to http://www.careington.com/eyem
4/02/2024
Registering with Sesame
The member cannot register directly with Sesame. ALL Members must register via our member sites for L2W or L2W+.
*Use the Benefit Help in Member IQ for assistance in walking the member through activation.
03/26/2024
Advise any Link2Wellness or Link2Wellness+ members that calls and is not calling to cancel and has been a member prior to 2024 that Sesame is our new provider. It doesn’t matter what the call is about as long as it doesn’t result in a cancelation.
Say something similar to what is outlined below.
Before you hang up, I would just like to make sure you know how to access our new telemedicine provider Sesame, simply go to the Link2Wellness or Link2Wellness+ website and log in then click on the “ways to save” tab then click on the “Telemedicine & Behavioral Health” tab and then follow the directions. If you have been using Lyric our old provider, you will need to re-register with Sesame. If needed, give them the Sesame phone number, they must activate online.
*Depending on the member’s response they can help the member with registering on the websites.
03/13/2024
Link2Wellness/Link2Wellness+ Telemedicine Benefit
If a member is not able to reach the Sesame website when they click on Online Physician Access (green button) in their Link2Wellness/Link2Wellness+ membership, they may have a pop-up blocker on their phone or laptop. The member will need to allow pop-ups. If they are still having trouble, please escalate the issue.
02/21/2024
New Link2Wellness/Link2Wellness+ Telemedicine Benefit Provider-Sesame
10/31/2023
Road & Travel-Roadside Assistance FAQ’s
If a member has had trouble in the middle of the night getting towing assistance or has used up their 3-claim limit, see below:
· If someone breaks down in the middle of the night and service facilities are closed what is the policy for a tow? Dispatch can set up to tow to the customer’s home and have the customer call back the next morning. HOWEVER, they will only tow to a customer’s home in this type of event. Normally they will tow to a repair facility only.
· If someone has used their 3-tow allotment for the year and they call for another tow will Roadside Protect offer to get the person a tow and explain that it will have to be paid for or is the person just told that basically they are on their own for a tow? The dispatch agent will let the customer know they have used all their claims, but they can set up service for them as a cash call with no reimbursement.
10/05/2023
Board Certified Dentists – They are specialists in their field. If a member calls saying they cannot locate a Board Certified Dentist in their area, give the member the phone number for assistance in finding one (1-800-290-0523) if they cannot locate them on www.searchaprovider.com.
To check if the participating dentist is Board Certified, the member would go to www.searchaprovider.com, enter their zip code, chose a dentist, and click on Provider Details. They will find the information on the dentist under Provider Information.
Information on the Participating Specialists (Board Certified or Advanced Degree) is located on their Fee Schedule. If the member choses a Board Certified dentist, they do not charge according to a fee schedule. Participating Specialists will give a 20% discount off of their normal fees.
06/14/2023
The Link2Wellness+ is going to be offered to Combined policy holders starting 06/15. It’s the same program we are offering on the Combined Connections website except with the $50 gift card premium.
Here’s a reminder.
• Hours of Operations Monday – Friday 8:00 am – 5:00 pm
• CSR Greeting: Thank you for calling Link2Wellness Plus, my name is (CSR Name) How may I help you today?
• 30-Day Trial for $1.00/$14.95 each month after. $50 Walmart or Target gift card
• Website: Link2WellnessPlus.com
In the member record, look for the + and the website.
04/26/2023
Our new program Link2Wellness+ (Link2Wellness Plus) is now live on the Combined Connections website ONLY. At this time, we are only offering it through Combined Connections. Link2Wellness+ has the same benefits as Link2Wellness with an added Behavioral Health benefit.
· Hours of Operations Monday – Friday 8:00 am – 5:00 pm
· CSR Greeting: Thank you for calling Link2Wellness Plus, my name is (CSR Name) How may I help you today?
· 30-Day Trial for $1.00/$14.95 each month after. (NO gift card premium)
· Website: Link2WellnessPlus.com
New Benefit-Behavioral Health
OFFERS 24/7 ACCESS TO BOARD-CERTIFIED PHYSICIANS OR MASTER LEVEL COUNSELOR EITHER A PHONE CALL OR CLICK AWAY.
02/16/2023
Combined Agent Hotline Refresher
In addition to the membership programs, we provide to Combined policyholders, we also support call center services for the Combined “Find An Agent” page on their website. We handle calls generated from the “Contact Us” toll-free number listed on the “Find An Agent” page. We schedule calls for a local insurance agent to contact customers to answer questions about supplemental insurance, coverage options and to provide a quote.
Follow the Script – Greeting: Hello, this is (CSR NAME), with Combined Insurance. Thank you for calling. May I please have your first and last name? (Mr/Ms Last Name)
If a caller wants to speak with a local Combined Insurance Agent – CSR will complete a “Find an Agent” form which is located on the Combined Insurance website.
In addition to speaking with a local agent, a customer could also call for:
· Job Inquiry – CSR will provide the Combined Insurance website or perform a blind transfer.
· Customer Service Calls – CSR will provide the Combined Insurance website or perform a warm transfer. These include questions regarding any of Combined’s Insurance products.
· Medicare Supplement Inquiry – CSR to validate state availability and `complete a “Find an Agent” form which is located on the Combined Insurance website.
12.19.22
Careington Customer Care Center Holiday Hours
The Customer Care Center will be closed on Friday, 23rd and Monday, 26th. Both will re-open during standard business hours on Tuesday, December 27th. Please note that the Customer Care Center will remain open the full day on Thursday, December 22nd. Additionally, the provider portal and IVR are available 24/7 to assist members and providers.
10.31.2022
Road & Travel Reminder Postcards
490 Road & Travel members were sent a reminder postcard reminding them of their benefits.
These members will have a note in the member record, on the Promotion line and will have an Offer Code (Market Offer) of RD000275 or RD00273. Below is an example. These members will have a $1.00 price increase in their December bill. Please note, the INFORMATIONAL SPECIAL NOTE in the Transaction History is going to change, I’ll send a revised screenshot once it’s completed. It’s going to tell you if the member has redeemed the gift card or not. You will need this information in order to know which Save Script to follow.
Save Script in Member IQ
A Save Script will populate for these members. You should follow the Yes and No prompts. Save Script #1 should be read if the gift card has NOT been redeemed. Save Script #2 should be read if the gift card HAS been redeemed.
· If the gift card has not been redeemed Save Script #1-the first save attempt is offering the reduced price of $12.99 a month. If they say no, they are offered the gift card which they never redeemed.
· If the gift card has already been redeemed Save Script #2-the save attempt is offering the reduced price of $12.99 a month. If they say no, process the cancellation.
· When the member is saved with the gift card or the price reduction, the CSR should pass along the information to their supervisor, then the supervisor will create a ticket with the member’s information and whether they accepted the price reduction or the gift card (Walmart or Target).
*If a member does ask about the price increase, you can use the FAQ below, which is also in the Save Script.
WHY DID MY MONTHLY FEE INCREASE?
Our membership fee has remained $12.99 since 2015, due to the rising cost of inflation we have experienced a significant increase to administer our benefits. As a result, we have increased our monthly membership fee by only $1.00 to account for only a small portion of this increase.
Page 1
Page 2
Page 3
8.31.2022
Link2Wellness Updates
· Replacement kits for Link2Wellness can now be requested through Member IQ.
· If someone calls to enroll in Link2Wellness, you can now enroll the member.
· If a member is having any issues using the Telemedicine benefit, assist them using the information in the Benefit Help.
· If a member asks why the Telemedicine provided switched, you can let them know providers change from time to time, we want to provide you with the best possible service.
08.11.2022
Link2Wellness
· If a member requests a replacement membership kit for Link2Wellness, don’t request it through Member IQ, send the request to your supervisor.
· If someone wants to enroll in Link2Wellness, take their information and escalate to your supervisor. Then send the request to Inte Q.
· If a member is having any issues using the Telemedicine benefit, let them know you will escalate this issue, and someone will contact them as soon as possible. Give their information to your supervisor and then escalate to Inte Q.
02.01.22
The search for a provider website has changed to searchaprovider.com.
This website only lists POS providers, and the member can download a sample of the providers fee schedule.
10.06.21
We will delay the trial billing for all FL customers for 17 days to allow for 7 days after receipt of fulfillment materials before a customer gets billed
7.14.2021
New offer for Combined policyholders-Spanish Buyer's Edge will be offered beginning 7.15.2021.
06.23.2021
Combined will be sending out emails to 270,000 customers with the advertisement for the United Vision Plan membership on Tuesday 6.29. See attached email.
06.17.2021
Reminder-Car Rental Discounts are only available at participating locations.
06.11.2021
Reminder
- If a member has been previously canceled, the 4-month rule for reactivations does not apply to Combined Clubs.
06.11.2021
United Vision Plan a new Combined Clubs membership offered through the Combined Connections website.
05.17.2021
United Marketing Group will be offering the Dental Protector membership and the Road and Travel in Spanish, beginning May 17th through July 14th.
05.17.2021
Member search for a participating Dentist
The member can search for a participating Dentist in their area by going to: www.searchaprovider.com.
The member must look for the participating dentist who accepts plan POS. The member can also click on POS to view their Plan Description and download their Fee Schedule.
Plan Description
Example of Fee Schedule
