Anthem’s amount of PDP applications that were written far exceeded expectations. However, with that being said, their billing partners are experiencing some backlog in the EFT queues. Here are a few helpful reminders:
- Is the EFT document going to the right place?
Some agents have been faxing in the payment option page (generally page 3) of the application along with the voided check to the new application fax number. While Billing is ecstatic that we are getting the voided check- this is not the correct protocol and could cause more member abrasion. WHY? Sending a 1 pager to the application queue with the voided check results in INCOMPLETE APP letters generating to members because the processors are trained to look for a full application in that queue.
What should agents do?- Please send the correct EFT form and voided check via fax to 800 833 8554.
- When will the Feb drafts pull?
The draft requests go out from Anthem on the 3rd of each month. Typically members will see drafts pulled from their accounts around the 5th or 6th, but this can vary based on the receiving bank or whether there is a weekend or holiday. It could be as late as the 9th. Remember: Anthem bills in advance (bill for Feb is sent in Jan), the drafts are pulled for the current month and any arrears. It could take up to 2 billing cycles for the draft to take effect. Members should be prepared to pay their bill if they want to avoid a double draft. Thank you for continuing to help set that expectation!
- Checking the status of an EFT set up during this backlog?
Billing is working the inventory in the order received to bring the draft requests current by the time the next scheduled draft runs. Anthem does want to be sure that billing has everything needed to get members squared away, multiple inquiries/submissions will not move these documents to the front of the line. Customer Service and Agent Services can confirm if the necessary documents are in queue and help avoid multiple submissions. The billing team will be focused on the queues vs email requests asking for status.
If you have any questions, contact your CSM service representative.