Frequently asked questions

 How do I enroll?

You have several options:

  • Enroll online for Medicare Advantage, Medicare Part D or Medigap
  • Enroll by U.S. Mail or fax. Download an application for a Medicare Advantage, Part D or Medigap plan. Return a separate application for each person you wish to enroll. Mail to the address listed on the form or fax to 1 (888) 335-2988.
  • Enroll by phone at 1 (844) 278-7472 (TTY: 711). Hours: 8:00 a.m. to 5:00 p.m., Monday through Friday. October 1 through March 31, phone hours are 8:00 a.m. to 8:00 p.m., seven days a week.

To receive more information on plan options contact us at 1 (844) 278-7472.

 What are my payment options?

You have the choice of paying for your plan when we bill you, or you can sign up to automatically pay from your bank account. To set up automatic payment, complete the bank authorization section on the enrollment form. For Medicare Advantage and Part D plans you can also choose to have your plan premium taken out of your monthly Social Security check. To learn more, call 1 (844) 278-7472.

 I have a limited income. Can I get help with my Medicare prescription drug costs?

You may be able to use a program called Extra Help. To see if you qualify for Extra Help for your prescription drug costs, call any of the following:

  • Medicare: 1 (800) MEDICARE (633-4227). TTY: 1 (877) 486-2048. Offices are open 24 hours a day, seven days a week.
  • Social Security: 1 (800) 772-1213. TTY: 1 (800) 325-0778. Offices are open from 7:00 a.m. to 7:00 p.m., Monday through Friday.
  • Your state Medicaid office.
 When will my coverage take effect?

As soon as Medicare verifies your eligibility, we will notify you of your effective date. If you are newly eligible for Medicare, you may submit your application up to three months before your effective date.

For Medigap, subject to meeting eligibility requirements, your coverage will begin on the first day of the month following our acceptance of your application.

 What are the differences between HMO, PPO and Medigap plans?

Health maintenance organizations (HMOs) are managed care plans that require you to use only contracted doctors and hospitals (in a specific provider network) to receive benefits; typically, you need a referral to see a specialist.

Preferred provider organizations (PPOs) also have a provider network. You're covered if you visit providers outside the network, but you will pay more.

Medigap plans are secondary to Medicare. They don't have a provider network, and they usually cost more than HMOs and PPOs. Most Medigap plans don't offer prescription drug, dental or vision coverage.

 Is there prescription drug coverage for Medigap plans?

No. Medigap provides prescription discounts only and is not a prescription drug plan. Some older Medigap policies prior to January 1, 2006 may have included prescription drug coverage. These plans are no longer sold (Plans H, I and J). If your policy was effective after January 1, 2006 show your ID card for Rx discounts only.

 How do I get care under my new plan?

Show your member card to your health care providers at each visit so they know whom to bill. In most cases, there is virtually no paperwork. You'll receive a new member welcome packet with more information and you can call us if you have any questions.

 Will you be contacting me?

Yes, we may call you directly or we may use one of our partners to call you. When we talk to you we may ask for your contact information. It's very important that we have your current information.

In addition to calling you, we may also send you letters or other information that can help you manage your health. If you have any questions or concerns about a call or letter you receive from us, we encourage you to call Customer service. We'll be happy to assist you in any way.

 Do you have any programs to help me maintain or improve my health?

We offer a number of programs that help promote healthy living. These include:

  • A 24-hour nurse phone line
  • Preventive service and screening reminders for Medicare Advantage members
  • Informative care programs on asthma, COPD, congestive heart failure, coronary artery disease and diabetes
  • The Silver&Fit® Program–Access to more than 13,000 participating fitness facility locations across the country, where you can use the equipment, attend group fitness classes or join in fun quarterly social events (where available) or the option to enroll into the Home Fitness Program
  • Access to our members-only website with additional resources
 What happens if I travel outside the service area for an extended period?

Asuris Medicare Advantage plans will cover you for medical emergencies anywhere in the world. If you have to go to a hospital emergency room, you'll pay a copay or coinsurance amount. For nonurgent or routine care you may have to pay more if you visit an out-of-network provider.

  • Asuris Medigap plans: If traveling within the United States, you have the choice of any Medicare approved provider. Medigap Plans C and F provide emergency coverage when traveling outside of the United States.
  • Medicare Part D prescription drug plans: We have more than 63,000 participating pharmacies nationwide, including most national chains. You may have to pay more if you go to an out-of-network pharmacy. Pharmacy coverage is not available outside the United States and its territories with stand-alone Prescription Drug Plans (PDP) and our Medicare Advantage plans.
 What happens if I move out of the service area?

Asuris plans are only available to those who live in the plan service area. If you move, call us to explore other options. You could also return to Medicare Parts A and B.

 How often will my rates go up?

For Medicare Advantage plans, any rate increases are effective in January. After that, your monthly premium is guaranteed not to change until January of the following year. We will notify you every fall about any rate or benefit changes for the coming year.

Medigap rate changes happen annually, at your policy's renewal. We will notify you of rate changes prior to your renewal date.

 Does it cost more to buy coverage through an agent?

No. There is never an extra cost or obligation if you use an appointed agent. Agents, who are appointed to represent Regence, provide a valuable service and often can help you decide which of our Medicare plans is best for you.

 What if I don't want the prescription drug coverage?

Choose the Asuris TruAdvantage Basic (PPO) plan. Keep in mind that if you don't have other creditable drug coverage and don't choose a Medicare Part D prescription drug plan when you're eligible, there will be a penalty for every month you could have enrolled but didn't. So, you'll pay more for prescription drug coverage if you enroll later and can't prove you had other, creditable prescription drug coverage.

Medigap plans do not offer prescription drug coverage.

 What's the advantage of choosing the Asuris TruAdvantage Rx Classic (PPO) or the Asuris TruAdvantage Rx Enhanced (PPO) plan?

These plans give you the convenience of having prescription drug coverage and your medical coverage in a single plan. In addition, you don't have to worry about choosing another Medicare Part D prescription drug plan, or incurring a penalty if you don't enroll during your enrollment period. If you do choose a stand-alone Medicare Part D plan, you'll automatically be disenrolled from your Medicare Advantage health plan.

 How does the prescription drug coverage gap work?

View information that explains the different coverage gap stages (PDF) and out-of-pocket costs.

 How are eye exams covered?

Medicare covers diagnosis and treatment for eye conditions. Members with diabetes can get a dilated eye exam every calendar year. In addition, Medicare Advantage covers one routine vision eye exam every year.

Medigap plans do not cover routine eye exams but may cover some preventive and diagnostic eye exams.

 After I join, may I disenroll if I want to?

Asuris Medicare Advantage or Medicare Part D plan plan membership is optional. If you change your mind and meet the eligibility requirements, you can disenroll during your annual election period, the Medicare Advantage Disenrollment Period (MADP), or if you qualify for a special election period.

  • Disenrollment requests are subject to eligibility for a qualifying election period and must be submitted in writing (such as moving outside of the service area, obtaining group coverage, enrolling in a MAPD plan with another carrier, low income subsidy (LIS), etc).
  • Disenrollment requests received outside of a qualifying election period will not be honored. Note: LIS/dual eligibility members have a continuous SEP available and may disenroll at any time.
  • Disenrollment requests that will be honored include requests received during AEP (October 15 to December 14) and MADP (January 1 to February 14) and will take effect the first of the following month.

Send written requests for Medicare Advantage or Part D plans to:

Attn: Membership Accounting M/S B32M
P.O. Box 1827
Medford, OR 97501-0143
Fax: (888) 335-2988

Medigap plans can be cancelled by the member at any time, in writing or by calling Customer Service.

 On what basis could my Asuris Medicare coverage be canceled?

Medigap, Medicare Advantage or Medicare Part D coverage would be canceled if:

  • You don't retain Medicare Parts A and B
  • You fail to pay the monthly premium, subject to a 60-day grace period
  • You commit fraud or allow someone else to use your member card to obtain services
  • You intentionally misrepresent information on your application form that affects your eligibility to enroll in this plan

Medicare Advantage or Part D coverage would also be canceled if:

  • You are disruptive, abusive, unruly or uncooperative to the extent that your behavior seriously impairs our ability to provide services to you. Involuntary disenrollment is subject to prior approval by the Centers for Medicare & Medicaid Services (CMS), the government agency that runs Medicare and helps protect your rights.
  • You permanently move out of our service area and don't voluntarily disenroll.
  • CMS were to stop allowing Regence to provide Medicare Advantage or Part D coverage.
  • Regence chooses to no longer offer Medicare Advantage or Medicare Part D plans.
 Quality Program addresses member care and service

Our Quality Program helps ensure that the care and service you receive is safe, effective, timely and focused on your needs. We set goals each year to measure the results of members' care and their perceptions about care and service. We carry out these measurements using standard tools and compare the results to our goals. These processes help us determine if we are performing as a high-quality health plan and identify where we can improve. To maintain and improve quality and service, Quality Program goals are a component of our Quality Program Description and include:

  • Monitor and improve the quality of care
  • Monitor and improve coordination of care
  • Monitor and improve behavioral healthcare
  • Evaluate and improve members' experience
  • Assess the health and needs of the member population annually
  • Ensure that programs and services are available to support the care needs of members at every stage of health
  • Meet members cultural and linguistic needs
  • Provide a network of qualified healthcare practitioners and providers
  • Meet regulatory and other health plan quality requirements

Health plans accredited by NCQA must measure, report and work to improve the quality of care provided to members every year, along with members' experience with health care. All health plans, including Asuris Northwest Health use the same methods to measure and report their results each year to NCQA. Examples of member care and service measures include:

  • Breast cancer screening
  • Adherence to cholesterol medications
  • Flu shots
  • Customer service

To maintain and improve quality and service, we have put into place:

  • Disease management programs for members who have asthma, diabetes, heart disease, Chronic Obstructive Pulmonary Disease (COPD), substance use disorder or depression
  • Case management programs with easy access to one-on-one patient support for members with a serious or complex medical condition
  • Reminders to help you stay up-to-date on your preventive screenings
  • Online wellness tools to help you set and reach goals for a healthier lifestyle
  • Patient safety activities, such as monitoring drug interactions
  • Evaluations of our provider network to be sure you can get care when you need it
  • Surveys to obtain feedback from members and improve our service

Some important 2018 Quality Program accomplishments and outcomes were:

  • Accreditation by the National Committee for Quality Assurance (NCQA) was maintained for all plans.
  • Urban and rural network ratios of primary care doctors to members were met by all plans.
  • Medicare members with high blood pressure had better control of their blood pressure during 2018 compared to 2017.
  • The rate of members with diabetes who received a diabetic retinal eye exam increased.
  • Members with diabetes improved their HbA1c control compared to the prior year.
  • All quality of care complaints were evaluated within 30-45 days.
  • We surveyed members to learn about their experience with mental health care and find ways to improve care and service.

Throughout 2019, we are continuing Quality Program monitoring and improvement activities to further improve the quality and safety of care and service members receive, giving attention to improvement opportunities identified during 2018.

For additional information about our Quality Program and what we are doing to improve the quality of care and service, please call the Customer Service Department at the number on the back of your member ID card.