Paper forms and a pen next to a coffee cup on a table

This page is dedicated to answering questions related to our TRICARE and CHAMPVA supplemental insurance. We want to provide each customer with a quick and easy way to access all the answers to their most common questions. 

If you need to change any account information, such as your name, address, beneficiary, or coverage amount, you can contact us at 800-735-6262. Or, use our online eService portal. You can also send us a message, and we'll respond.

The same is true for claims. Contact us and we'll assist you.

Common Questions

Account Q&A

How do I change my address?

Please log on to our eService website or contact customer service.


How do I change my name?

Please send a copy of a legal document that reflects your new name. You may submit this via fax or mail.



Questions Regarding Premium Payments

Grace Period – A policy holder has a grace period of 31 days to make their payment before a policy will lapse.



When is my next premium due?

Please log on to our eService website or contact customer service.



How can I make a payment?

Remit your premium with your billing statement or log on to our eService website



Can I pay my premium by phone?

We currently do not accept premium payments by telephone. But, if you call us, we can help you set up Electronic Funds Transfer.



Why can’t I pay with credit card the last two days of the month?  

You can still make a payment; however, you need to select the first day of the following month.  Payments do not process on the last two days of the month. A note will be placed on your record showing you created the transaction timely. 


Where can I mail my payment?  

You may make a one-time payment on the Policyholder Portal.  If you prefer to mail your payment, the address to mail your payment is the following:

PO Box 92920
Cleveland, OH  44194


What happens if I think I made my payment twice?  

If multiple payments for the same policy are made on the same date, the system will only process the first payment.  All other payments will be voided.  This sometimes occurs when the Submit button is clicked multiple times.


If I make a one-time payment and have reoccurring payments already scheduled, will my account get deducted twice?  

Yes, the system views these as two separate transactions.  



How do I add EFT information?

Please contact customer service for an electronic funds transfer form. The forms vary, depending on the type of insurance you have.
Claims Q&A

How do I submit my claim?

You may find a Claims form on the Correspondence & Forms tab.
Claims may be sent to the following locations:

Attention Claims:
P O Box 14043
Lexington, KY  40512

Or via fax: 301-926-2621


What is the turnaround time to process claims?  

Most of our claims are processed within five business days from the date received. Some claims may take longer due to missing information, pre-existing clause may be active, changes may be needed (for example, adding a newborn to the policy). 


Why did I receive more money than what I submitted?  

If claims are not processed within state timely pay guidelines, we are required to pay interest.


How long do I have to submit my claim?  

Claims must be submitted to the supplement plan within 24 months of the later of: (1) the date of service (when using Prime co-payment receipt), (2) the date on which TRICARE/CHAMPVA processed the claim, or (3) the date the prescription was purchased.


How do I appeal a claims decision?

Claims decisions may be appealed in writing within 180 days of the denial.  The covered person and/or provider should submit all supporting documentation with the appeal.  The covered person and/or provider will be notified of the review decision within 30 days of the appeal being submitted.  Please clearly mark your document as an Appeal.  Appeals should be mailed to the following address:

Attention Claims 
P O Box 1404
Lexington, KY  40512

Policy Q&A

What type of coverage do I carry?

Please log on to our eService website or contact customer service.


Who is my insurance carrier?

Your certificate of insurance will give you the name of your specific insurance carrier.


Why did my policy terminate?

Please contact customer service to review the reason for termination.


Can I reinstate my policy?

Reinstatement guidelines are specific to your policy. Please review your certificate of insurance or contact customer service.


How can I obtain a new policy?

Please contact customer service to obtain a new copy of your certificate of insurance.


Claim Remark Codes

Remark Codes

If you need assistance, please send us a message or call 800.735.6262.

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