Terminations

Index

• Policies Not Handled by Allied

• Workflow

  • Step 1: Collect & Verify Member Info

  • Step 2: Pull Up the Termination Form

  • Step 3: Verify the Member’s Contact Info

  • Step 4: Determine Date of Termination

  • Step 5: Record the Reason for Termination

  • Step 6: Check for Other Coverage

  • Step 7: Hold Billing

• Documenting Termination Calls

• Termination FAQs

Policies Not Handled by Allied

If the policy is listed below, do not handle termination in-house. Refer to the appropriate contact.

Workflow

Step 1: Collect & Verify Member Info

• Request member ID and DOB.

• If caller is not the member, verify they have authorization to terminate.

Step 2: Pull Up the Termination Form

• Open CSS dropdown > double-click PIVOT TERM REQUEST.

Step 3: Verify the Member’s Contact Info

• Fill in INSURED and CALLER NAME.

• Verify information is current.

Step 4: Determine Date of Termination

• Record the last date of coverage.

• Cannot backdate terminations.

• Cannot terminate the first 30 days of coverage unless within the 10-day free look.

• Ensure member understands billing cycle timing.

Step 5: Record the Reason for Termination

• Document the member’s stated reason in HubSpot.

Step 6: Check for Other Coverage

• Always cross-reference other policies (Dental, LMB, Latitude, etc.)

• If Latitude plan found, provide Communicating for America contact info.

Communicating for America

Terms for Latitude plans

800-432-3276

 

 

Step 7: Hold Billing

• Place member’s billing account on hold so they are not billed during processing.

• In billing screen, document: “Term on file” and today’s date.

• Save.

Documenting Termination Calls

• Always open and assign to UW Tech Support.

Navigating AI to Hold Billing:

1. Open Common Functions > Customer Inquiry.

2. Open Individual Issued Coverages.

3. Locate and verify member’s policy.

4. Open Billing Account at top of page.

Termination FAQs

Can I backdate my termination?

• Sometimes, if proof of other coverage is provided. Send to client services email for Pivot review.

When will my termination be processed?

• Typically 7–10 business days.

How do I get my refund?

• Refunds are issued to the CC/account on file once processed.

Will I be billed while the termination is processing?

• No. The account is on hold during processing.

Will you prorate my bill?

• Yes, unless terminating a dependent only (no prorate in that case).

Can I terminate my adult child’s policy if I pay for it?

• No. Unauthorized callers cannot make termination requests.

Can I get all my money back?

• Only if within the 10-day free look.

Can I cancel the first month of my policy?

• Only if within the 10-day free look. Otherwise, must keep first 30 days.