Benefits

The Health and Security Plan’s Inquiry Unit is the first line of communication between members and the Plan. Benefits are provided for over 100,000 members and retirees; when you add eligible spouses and dependents this number rises to over 300,000 lives.

The Inquiry Unit receives between 1,000 and 1,500 calls each day from members asking about benefits, claims, forms and other related information. Unfortunately, the lines are extremely busy and at times it may be difficult to get through. Here is some information to help you and help us serve you better.

The Inquiry Unit is open Monday through Friday from 9:00 a.m. to 5.00 p.m. The lines are busiest on Mondays and Tuesdays. If you are calling to check eligibility for benefits, the status of claims such as dental or disability or other benefit information, please call the Plan’s Inquiry line at (212) 815-1234.

The following information is needed when you call the Plan:

• Social Security Number or PID number (ID number on your DC37 Prescription Card)
• Member and patient’s name
• Type of claim – claim number if available
• Approximate date of filing claim or correspondence

In addition to the above, the Plan has implemented a member verification procedure to ensure and safeguard your benefit information.

Occasionally a question cannot be answered immediately. Many calls require investigation and the involvement of other units. In these instances, further research may be necessary.

In addition to the heavy volume of telephone calls, the Inquiry Unit responds to a steady flow of correspondence being sent in by both active and retired members.

The Unit also responds to the needs of members who come in person to the Plan office for information. Over 5,000 members visit the unit each year.