If the primary TRICARE member dies, the spouse may continue coverage by moving the policy to his/her name. The surviving spouse should submit a photocopy of the death certificate and a verbal or written request for coverage to be moved to his/her name. Please place a copy of the death certificate in Imagenow.

HARTFORD POLICIES:

When the primary insured is the deceased sponsor, we can not proceed. It must be a termination and re-key. Please follow the term and re-key process.

Terminations & Re-Keys: This is required when there is an error on current policy and a new policy is required to correct it.
Example: Wrong Association need to switch, Continuation of coverage for spouse after sponsor ages out/death**when primary insured name on the policy will change to the surviving spouse name**, Wrong plan (TC vs. CHAMPVA) need to switch.

Please send an email to Billing:

BILLINGWORKFLOW & TRICARE ENROLLMENT and cc Jutta (brief explanation to term, RE-Key & why). This is a 5 day turn around process

If the primary insured name is the surviving spouse continue with the instructions below.

If the plan was a Corporate plan and premiums were paid via payroll deduction, the spouse will also need to make arrangements to be direct billed. Billing will send a premium notice when the payroll deduction fails.

The name of the deceased owner/sponsor will be removed. We will use the surviving spouse’s name as the “employee.” We will maintain the same Emerge cross-reference number.

Request supporting documentation Copy of the Death Certificate Divorce Decree. Place it in Imagenow. 

HARTFORD POLICIES

Update the surviving spouse’s SSN in Inspro

1. Click on the Policy Overview Tab
2. Click on the "i" next to the surviving spouse. The surviving spouse must ALREADY be the primary insured. IF NOT, STOP. See instructions below for Termination & Re-Keys.  
3. CSR will look On the right click the radio button “SSN”
4. Type the SSN in the SSN field
5. Run the Sync Tool
6. Open Trouble ticket and request IT to update the owners/sponsors name to the surviving spouse name. 
7. Notify claims by sending an email to Tricareclaims@selmanco.com

Claims will have to update Emerge.

Primary Insured Change Vs. Primary Insured Staying the Same: 

If the primary insured TRICARE/CHAMPVA member information is changing. You must request all supporting documentation. Please place all documentation in  Imagenow.

When the primary insured person is changing. It must be a termination and re-key. Please follow the term and re-key process.

Terminations & Re-Keys: This is required when there is a change to the primary insured name.

Other Examples: Wrong Association need to switch, Continuation of coverage for spouse after sponsor ages out/death (primary insured name is changing), Wrong plan (TC vs. CHAMPVA) need to switch, or the only person left to be covered on the policy is someone other than the current primary insured.

Another Example:  If the parents are coming off of the policy and the only person left to be covered will be the dependent(s).

Please send an email to Billing:

BILLINGWORKFLOW & TRICARE ENROLLMENT and cc Jutta Hiley (brief explanation to term, RE-Key & why). This is a 5 day turn around process (per department). We must set clear expectations with the customer this process will take 14 business days (give the caller the date to expect the process to be completed).

Please be mindful the premium due date may come during this process. Please discuss this with the insured.  

HARTFORD TRICARE (HTRI) PLAN CHANGES: 

HARTFORD TRICARE/CHAMPVA POLICIES

When you have an HTRI policy and the plan must change

1. Due to error  or change
2. Send application for new plan type. 
3. Place in Imagenow when it is returned 
4. Send email to billing workflow to “Switch” plan type. Request in email to match plan type to the rate table.

Change in primary plan:

Please send an email to Billing Workflow, CC Yolonda Roulette with a brief explanation why you are requesting a  change.