What is the best method of assisting individuals with a claims or enrollment question?
The individual insured is encouraged to access assistance from customer service directly. This experience is more important for international students as it is part of their new surroundings and helps the individual acclimate to their new living situation. The self-help approach will also help avoid an over-dependence on the advisor. If you are working with an insured individual that has a question, it is suggested that you first identify the information and assistance options in the brochure and on the website (email, toll-free help), then direct the insured to first seek help there. For those situations that need your intervention, make contact with the advisor contact that had been identified within the Administrative Guide. This person will be able to act as an ombudsman on your and the insureds behalf.
