New Procedure for Agent Grievance Investigations

New Procedure for Agent Grievance Investigations - Universal America

Effective April 1, 2018, there will be important changes to the way Universal American (UAM) conducts investigations into agent sales & marketing grievances and CTMs. Please read the following message carefully and familiarize yourself with the new procedure.

As of April 1st, Compliance investigators will no longer send requests for information to the affected agent. Instead, Compliance investigators will call the agent directly for a phone interview to obtain information from the agent regarding the allegations.

Compliance investigators will make up to two attempts to contact the agent via phone. If the attempts are unsuccessful, the investigator will email the agent and his or her manager.

Please be aware that these changes are being made to align UAM with WellCare’s investigation policies and protocols.

If you have any questions, please email us at compliance@carevalue.com or call us
at 855-888-8326.

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If you have any questions regarding the Scope of Appointment process, please contact a CareValue™ Sales Director at 855.888.8326.