If you have a UnitedHealthcare Medicare Advantage plan then you may have a new UCard for your health care plan. Check out this video to learn more!
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As of January 2023 UHC put out a statement for its members relating to the UCard.
A note from UHC about the issues that they have been having with the UCard roll outs for 2023.
UnitedHealthcare Members,
We have identified two issues related to UCard retail transactions that we are actively working to remediate and want you to be aware of.
It’s important to note, these errors do not impact a member’s ability to visit a doctor’s office or fill a prescription. This also does not impact the use of the UnitedHealthcare mobile app, which can still be used to make OTC and Healthy Food purchases in store.
Barcode printing issue
We recently discovered there was a barcode printing error at one of our print vendors that is causing UCards to be declined at the point of sale when using OTC, Healthy Food and earned rewards credits. This only impacts a subset of UCards: members new to UnitedHealthcare for 2023 (not members who are new to UCard); members who made plan changes; and members who received replacement cards. The majority of members have UCards with correct barcodes. In fact, as of January 4, 2023, there have been 1.1M successful transactions providing members with over $64M of OTC, healthy food, and utility benefits.
Dual Special Needs Plan (DSNP) and Chronic Special Needs Plan (C-SNP) members will be first to receive their new UCards via postal service first class mail, and that process is in motion. Non-SNP members will receive their replacement UCard via postal service first class mail within three weeks.
Impacted members with a monthly benefit credit will have any unused January credit extended into February to ensure they do not lose their benefits.
While waiting for their updated UCard, impacted members can continue to shop in three ways:
1. Via Phone: Members with a Healthy Food benefit can order shelf-stable food and Mom’s Meals fresh produce over the phone. Members should use the following numbers, which can be found in the apology letter they will receive:
a. CSNP/Non-SNP: 833-845-8798
b. DSNP: 833-853-8587
2. Online: by signing into their myuhcmedicare.com plan website andgoing to the UCard Hub.
3. In-store: by downloading the UnitedHealthcare mobile app to access a correct, digital copy of their UCard to scan in-store.
Transaction challenges
We have learned that not all Walmart, Kroger, and a few other stores are familiar with how to accurately complete a UCard transaction. To work correctly, UCard must be scanned AFTER the transaction has been totaled and Credit/Debit has been selected. If the card is scanned before Credit/Debit is selected, UCard will not work, and it will show as an invalid item.
Our technology vendor is working with stores to provide additional education to stores on how to process UCard. We are creating a process for you to submit specific stores that need additional education from our technology vendor.
We will continue to actively monitor, test, and quality check the UCard experience to ensure it meets our standards and appreciate your feedback to raise awareness of any issues. We pride ourselves on delivering a quality experience and sincerely apologize for the inconveniences our members and agents have experienced. We can and will do better.
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