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ProducerHandbook2017AARP MEDICARE SUPPLEMENT INSURANCE PLANS,Insured by UnitedHealthcare Insurance CompanyRates shown are for plan effective dates from July 1 to December 1, 2017.For agent use only — not for distribution as marketing materials for the general public.GU25069AZ
TABLE OF CONTENTSTable of ContentsPlease refer to the color-coded sections for the topics listed below.IntroductionPage 1A Quick Look at Medicare and Medicare Supplement PlansPage 3AARP Medicare Supplement InsurancePage 6EligibilityPage 10Underwriting and Rate InformationPage 14Sales and Marketing MaterialsPage 22Enrolling ApplicantsPage 28Application ProcessingPage 36Producer CompensationPage 38Member CommunicationsPage 39Contact UnitedHealthcarePage 40Appendix – contains rates, glossary of underwriting conditions, and listed medicalconditions and related prescription drugsPage 41AARP endorses the AARP Medicare Supplement Insurance Plans, insured by UnitedHealthcare Insurance Company.UnitedHealthcare Insurance Company pays royalty fees to AARP for the use of its intellectual property. These feesare used for the general purposes of AARP. AARP and its affiliates are not insurers.AARP does not employ or endorse agents, brokers or producers.This information applies for plan effective dates of July 1, 2017 - December 1, 2017.Arizona
Congratulations on completing your 2017 AARPMedicare Supplement Insurance certification.You are now authorized to begin offering AARP Medicare Supplement Insurance Plans, insured byUnitedHealthcare Insurance Company. You are amonga distinct group of producers who have the opportunityto offer AARP Medicare Supplement Insurance Plans —which gives your clients an industry-leading option.Insurance Solutions manages the coverage of morethan 4 million members ages 50 and over with itsvarious insurance products and provides additionalservices promoting healthy living. The business strivesfor operational excellence to deliver the most costeffective programs in the industry without compromisingquality or customer satisfaction.We wish you success. We know you will enjoy asatisfying and rewarding career offering the onlyMedicare supplement insurance product that carries theAARP name. Good luck in the upcoming selling season.UnitedHealth Group and AARP have extended andbroadened their relationship, which began in 1997,to December 2020. Under this extended agreement,UnitedHealthcare will continue to offer a portfolio ofAARP-branded products which includes AARP MedicareSupplement Insurance Plans. Insurance Solutionsremains committed to improving the health system onbehalf of our members and setting UnitedHealthcareapart as the supplemental health insurance provider thatdelivers the greatest lifetime value to members – a visionwe share with AARP.Who We AreAgent PortalUnitedHealthcare Medicare & RetirementThe agent portal provides a variety of tools andinformation for all UnitedHealth producers. Once loggedin, you will be able to take additional certificationclasses, submit online enrollment applications, viewenrollment application status, obtain product informationand sales materials, view commission statements andstatus and more!You can count on UnitedHealthcare for the support youneed to be successful. We know well-trained producersprovide significant value to AARP Medicare SupplementInsurance Plan members. This Producer Handbook isfilled with helpful information to get you started and keepyou productive.Serving nearly one in five Medicare beneficiaries,UnitedHealthcare Medicare & Retirement is the largestbusiness dedicated to the health and well-being needs ofseniors and other Medicare beneficiaries. UnitedHealthcareMedicare & Retirement manages a full array of productsand services such as Medicare Advantage plans, Medicaresupplement plans, Part D prescription drug plans, employerretiree health services, and programs designed to supportchronic disease management and care coordination. Manyof the UnitedHealthcare products carry the AARP name.These products, services and programs are designed tomeet the individual needs of members as well as theirfamilies, physicians and communities.Insurance SolutionsAARP Medicare Supplement Insurance Plans areinsured by UnitedHealthcare Insurance Company(UnitedHealthcare Insurance Company of New Yorkfor New York residents). These plans are managed byInsurance Solutions, an administrative and operationalbusiness segment within UnitedHealthcare Medicare &Retirement dedicated to AARP Medicare SupplementInsurance Plans.ArizonaAgents can access the portal using one of thefollowing addresses:www.unitedhealthproducers.com(for External agents)www.unitedhealthadvisors.com(for Internal agents)Note: Some references to the Agent Portal throughoutthis Handbook may change in 2017 as we are looking toenhance the Agent Portal website. Please continue tolook for future communications on changes to the AgentPortal for the most accurate information in the FocusNews newsletter.This information applies for plan effective dates of July 1, 2017 - December 1, 2017.1INTRODUCTIONIntroduction
INTRODUCTIONAgent Portal (continued)Here’s what you’ll find on the Agent DistributionPortal: Information on the portal is organizedinto categories including Learning Center, ProductInformation & Materials, Online Enrollment, EnrollmentApplications and Enrollments, Commission Status,Manage Your Account, and Resource Center. Visitthe “Resource Center” and “Product Information &Materials” tabs for additional information that may notbe contained in this Handbook.Learning CenterThe Learning Center provides one-click accessto your courses on the Learning Center Home,as well as general information about onlinelearning. There is a section called “Training Calendars”where you may pre-register for additional sessionsoffered by Learning & Development.Product Information and MaterialsThe Product Information and Materials sectioncontains a complete overview of all plansavailable, including Medicare Advantage, PartD prescription drug and Medicare supplement plans.Within each product category, based on those productsand states in which you are certified to sell, you canaccess information such as available plans, providers,drugs and pharmacies.Sales MaterialsThe Sales Materials section provides access tocenters where you can order and/or downloadenrollment kits, guides, additional enrollmentresources and marketing materials. Select the “click here”link to be directed to the Agent Materials Portal from theDistribution Portal. There are also numerous resourceson the Agent Materials Portal, including occasional freematerial offers.Authorized to OfferThe Authorized to Offer section providesinformation regarding the Authorized to OfferAARP Medicare Plans program. Informationincludes an overview of the program, marketingguidelines and frequently asked questions.2Agent ToolkitThe Agent Toolkit is your one-stop resource forreaching your market with effective sales andmarketing materials — the fast and easy way.Please see the Sales and Marketing Materials sectionof this Handbook for more detailed information aboutaccessing the Agent Toolkit.Electronic EnrollmentThe Electronic Enrollment tab providesinformation about submitting enrollmentapplications electronically. The tool allowsyou to complete state‑specific enrollment applications,which will help in processing time, reduction in errors andpaperwork, and faster commission payments. See theEnrolling Applicants section of this Handbook for detailedinformation about the AARP Medicare Supplement OnlineEnrollment tool.Applications and EnrollmentsThe Applications and Enrollments taballows you to view your current enrollmentapplications and enrollments. Search byconsumer name and state / U.S. territory, consumeridentification number or consumer state. If anapplication is pending, hover over “Reason” to see moredetails about the application.Commission StatusThe Commission Status tab allows you to viewyour commission status and statements, aswell as your Production Summary. You canexport your Production Summary and CommissionStatement results for easier viewing.Manage Your AccountIn this section, you can access informationrelated to your agent profile. This includesyour personal demographics, certification,appointment and licensing information. From this location,you can update your personal profile such as your homeand e-mail address and phone number if needed.Resource CenterThe Resource Center provides you with avariety of supporting information, includingCompliance Corner, External Resources,Agent Communications, Frequently Asked Questions andGlossaries.This information applies for plan effective dates of July 1, 2017 - December 1, 2017.Arizona
Medicare 101 – The BasicsWhat is Medicare?Medicare is health insurance for people: Age 65 or older Under age 65 with certain disabilities Any age with End-Stage Renal Disease (ESRD —permanent kidney failure requiring dialysis or akidney transplant).It pays for many health care services and supplies,but does not pay all health care costs. Medicarebeneficiaries must pay for costs like coinsurance,copayments and deductibles, which are calledout-of-pocket costs, or cost sharing.Medicare Coverage Options2. Medicare Advantage Plans (Part C) — Thesehealth plan options (e.g., HMOs, PPOs andPFFS) are approved by Medicare and runby private insurers. They provide insurancefor hospital and medical services and, sometimes,prescription drug coverage. Out-of-pocket costs andcost sharing differ from Original Medicare and maydepend on whether the beneficiary received servicesin or out of network.3. Medicare Prescription Drug Coverage (Part D) —Medicare offers prescription drug coveragefor everyone with Medicare (either OriginalMedicare or Medicare Advantage).Medicare drug plans are run by insurance companiesand other private companies approved by Medicare.Beneficiaries must enroll in and pay a separatepremium for these plans.People who need help deciding or have questions can doany or all of the following: Visit www.medicare.gov Call 1-800-MEDICARE (1-800-633-4227) or1-877-486-2048 (TTY users) Contact their State Health Insurance Assistance Program.Medicare beneficiaries can choose among the followingoptions for their health care and prescription drugcoverage:Medicare Supplement Plans1. Original Medicare, managed by the federalgovernment, provides Medicare Part A and Part Bcoverage.Beneficiaries who have Original Medicare maywant to buy a Medicare supplement plan tohelp cover out-of-pocket costs. Generally,beneficiaries must have Medicare Part A and Part B tobuy a Medicare supplement plan. P art A (Hospital Insurance) — Helpscover inpatient care in hospitals, skillednursing facilities, hospice care and somehome health care if certain conditionsare met.ArizonaThis information applies for plan effective dates of July 1, 2017 - December 1, 2017.3MEDICARE ANDMED SUPP PLANSA Quick Lookat Medicareand MedicareSupplement Plans P art B (Medical Insurance) — Helpscover doctors’ services, outpatient care,other medical services that Part A doesn’tcover (like physical and occupationaltherapists), and some home health andpreventive services.
MEDICARE ANDMED SUPP PLANSMedicare Supplement Plans(continued)What is a Medicare Supplement Plan?Medicare supplement plans (also called Medigap)are private health insurance specifically designed tosupplement and work only with Original Medicare.Private insurance companies sell Medicaresupplement plans.Medicare supplement plans help pay some of thecoinsurance, copayments and deductibles (“gaps”)in Original Medicare. They may also cover certainmedical services Medicare doesn’t cover. People whoare enrolled in Original Medicare and buy a Medicaresupplement plan will generally have 100 percent oftheir Medicare-approved health care costs covered(depending on the plan they choose).Medicare supplement plans aren’t Original Medicare ora Medicare Advantage plan because they’re not a way toget Medicare benefits. The freedom to choose any doctor who acceptsMedicare patients No claim forms to file National coverage so beneficiaries can use benefitsanywhere in the United States. If beneficiaries move,their coverage moves with them, except Select Planswhich may not be available everywhere Foreign travel coverage for emergency services(for most plans) Guaranteed renewability, meaning the planautomatically renews from year to year as long asbeneficiaries pay their premiums when due A 30-day “free look” evaluation period. Full refundof premiums (minus claims paid, if any) if policies arereturned within 30 days of plan issuanceFor more information on Medicare supplementinsurance, please review “Choosing a Medigap Policy:A Guide to Health Insurance for People with 0medicare-medigap.guide.pdfMedicare supplement plans are identified by letters(such as Plan C) except in Massachusetts, Minnesotaand Wisconsin. Each Medicare supplement plan must offer the samebasic benefits, no matter which insurance companysells it. Usually the differences between Medicare supplementpolicies sold by different insurance companies are thecost, underwriting criteria, extra services (value-added)and customer service. Medicare supplement insurance companies must followfederal and state laws. A Medicare supplement plan only covers one person.If a married couple wants Medicare supplementcoverage, they must buy separate Medicaresupplement plans.Plan FeaturesMedicare supplement plans offer beneficiaries: Help with managing out-of-pocket costs4This information applies for plan effective dates of July 1, 2017 - December 1, 2017.Arizona
Hospitalization: Part A coinsurance plus coverage for365 days after Medicare Benefits end Blood: First three pints of blood each year Medical Expenses: Part B coinsurance (generally20 percent of Medicare-approved expenses) orcopayments for hospital outpatient services. Plans K, Land N require insured beneficiaries to pay a portion ofPart B coinsurance or copayments Hospice: Part A coinsurance and respite care expenses(including applicable prescription copayments)Plan Benefit ChartMedicare Supplement �—50%75%——50%75%50%75%Medicare Part A Coinsuranceand Hospital BenefitsMedicare Part A Deductible—Medicare Part B Coinsuranceor CopaymentMedicare Part B Deductible——Medicare Part B ExcessCharges——Blood (First Three Pints)Foreign Travel Emergency(up to plan limit)2——Hospice Care Coinsurance orCopaymentSkilled Nursing FacilityCoinsurance2017 out-of-pocket limit(plans K and L only)3—————— 5,120Copay1 2,5601 lan pays Part B coinsurance or copayment except for an insured copay of up to 20 for each doctor’s officePvisit and up to 50 for each emergency room visit (emergency room copay waived if admitted as inpatient).2 enefit is 80% after the 250 annual deductible with a 50,000 lifetime maximum for Foreign Emergency CareBthat begins during the first 60 days of a trip period.3T he plan pays 100 percent of covered services for the rest of the calendar year once beneficiaries have paid theout-of-pocket annual limit and annual Part B deductible ( 183 in 2017).All plans may not be available in all states or offered through AARP Medicare Supplement Insurance Plans.ArizonaThis information applies for plan effective dates of July 1, 2017 - December 1, 2017.5MEDICARE ANDMED SUPP PLANSBasic Medicare Supplement Benefits
AARP MED SUPPAARP MedicareSupplementInsuranceDescriptionEvery beneficiary has different health care needs. Ifbeneficiaries want additional coverage beyond OriginalMedicare, an AARP Medicare Supplement InsurancePlan, insured by UnitedHealthcare Insurance Company,may be right for them.More than 4 million beneficiaries nationwide have selectedAARP Medicare Supplement Insurance Plans1 to help coverthe costs that Original Medicare does not. AARP MedicareSupplement Insurance is the only Medicare supplementproduct that carries the AARP name.Plan Highlights The following plans are available in most states - A, B, C,F, G, K, L and N2 Stable annual rate increases have been 2.9 percent onaverage between 2011 and 20151,3 9 out of 10 plan holders surveyed would recommendtheir AARP Medicare Supplement Plan to a friend orfamily member4 96 percent member satisfaction rate of those surveyedwith AARP Medicare Supplement Plans4 Discounts including Multi-insured and Electronic FundsTransfer (EFT) (availability varies by state)Did you know?Value-Added Services vary by state.Please check your state-specificHandbook for exact services offeredwithin that state.Value-Added ServicesBecause Medicare supplement plans are standardized,one of the ways (aside from premium) thatUnitedHealthcare can differentiate ourselves in themarket is through our value-added services.Plan members can receive the following additionalservices at no additional cost. These services areseparate from the Medicare supplement plan benefits,may be discontinued at any time and vary by state.The 24-hour Nurse HealthLine*AARP Medicare Supplement Insurancemembers can call toll-free to speak directlywith a registered nurse about their healthconcerns 24 hours a day, seven days a week through theNurse HealthLine provided by OptumHealthSM.Nurse LineNurse HealthLine offers: Excellent claims service — 98 percent of claims areprocessed in 10 business days or less1 Treatment decision support Special extras, such as pharmacy savings,vision discounts, 24-hour Nurse HealthLine, andSilverSneakers Fitness Program (not available in allstates) The ability to schedule appointments and coordinatemedical records Competitive pricing Nationwide coverage, including Washington, D.C.and some U.S. territories Information on doctors and hospitals Help deciding whether to see a doctor or go toa hospital Prescription and medication information Health education and self-help tips* These features are not insurance programs and can be canceled at any time.1 From a report prepared for UnitedHealthcare Insurance Company by ORC International, “Substantiation of Advertising Claims ConcerningAARP Medicare Supplement Insurance Plans,” August 2015, www.UHCMedSupStats.com or call 1-800-523-5800 to request a copy of the full report.2 Plans vary by state. Refer to the appropriate state-specific handbook for information specific to that state and what plans are available.3 Base rate increases vary by specific plan, by state and by year.4 From a report prepared for UnitedHealthcare Insurance Company by GfK Custom Research NA, “Medicare Supplement Plan Satisfaction PostedQuestionnaire,” 8/24/2015, www.UHCMedSupStats.com, or call 1-800-523-5800 to request a copy of the full report.6This information applies for plan effective dates of July 1, 2017 - December 1, 2017.Arizona
be eligible because the program is not available in theirstate of residence. English- and Spanish-speaking nurses and translationsin more than 140 languagesNote: The services provided by the SilverSneakers programare made available as a courtesy to AARP members insured byUnitedHealthcare Insurance Company (UnitedHealthcare) and arenot part of insurance coverage, are subject to geographicavailability and may be discontinued at any time. AARP andUnitedHealthcare do not endorse and are not responsible for theservices or information provided by this program. Members shouldconsult a health care professional with questions about their healthcare needs.Note: The Nurse HealthLine services are administered byOptumHealth Care Solutions, Inc. This service should not be usedfor emergency or urgent care needs. The information providedthrough this service is for informational purposes only. The nursescannot diagnose problems or recommend treatment and are not asubstitute for a doctor’s care. Health plan member information is keptconfidential in accordance with the law.Healthways SilverSneakers Fitnessprogram*AARP Medicare Supplement Insurancemembers in some states can
www.unitedhealthproducers.com (for External agents) www.unitedhealthadvisors.com (for Internal agents) Note: Some references to the Agent Portal throughout this Handbook may change in 2017 as we are looking to enhance the Agent Portal website. Please continue
