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12.31.18 – UHC is Changing to UMR

Monday, December 31, 2018

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UHC is Changing to UMR

Beginning January 1, 2019, American Airlines is partnering with UMR, a UnitedHealthcare company, to administer health care benefits for you and your family. Changing to UMR allows greater flexibility to administer unique benefits and programs that fit our members’ needs, including the new Accolade Health and Benefits Navigator Service. See below to read about what’s staying the same and what’s changing under UMR.

What’s Staying the Same

You will have access to the same network of health care providers.
UMR uses the UnitedHealthcare network. If you were previously enrolled in a UnitedHealthcare-administered plan through American Airlines, you can continue to see the same in-network doctors and facilities for the same covered services. When you go to an in-network health care provider, both you and American pay less for the services you receive.

You can still use or the Health4Me app to view claims prior to January 1, 2019.
If you currently have a UnitedHealthcare-administered plan through American Airlines, you will still have access to claims information for services you received prior to January 1, 2019.

What’s Changing

You will receive a new medical ID card with a new member ID and group number.
This will be the card you should show any time you use health care services on or after January 1, 2019 to make sure your claims are processed accurately and with no delays. If you have not received your new card, please call your personal health assistant at 833-346-3929 (833-FIND-WAY) Monday through Friday, 7 a.m. to 10 p.m. CT. (This is the number on the back of your 2019 medical ID card.)

You will have a new team to call for any health care questions.
Your new medical ID card will have a different customer service phone number on the back (Accolade Customer Service). Beginning January 1, 2019, you will have access to your own personal Accolade Health Assistant who can assist you and your covered family members with your health care needs. Your health assistant can help you with claims issues, finding in-network providers, benefit questions and managing new or chronic conditions. Simply call 1-833-346-3929 (1-833-FIND-WAY) for help with your health care or benefit needs, big or small. Visit to learn more about Accolade.

You will have a new website to access information about your benefits and claims.
You can access information about your 2019 benefits and claims by clicking on the Accolade icon via where you can view claim information, review your deductible and out-of-pocket maximum status and connect with your Accolade Health Assistant. For more detailed claims information, including explanation of benefits (EOB), you’ll be able to access UMR via your Accolade member portal. Your Accolade member portal can be easily accessed on a computer, tablet or mobile device.

You may receive important benefits information or notifications from UMR and those communications may look a little different.
You may notice some small differences in the mailings or notices you receive from UMR, including Explanation of Benefits (EOB) statements detailing how claims are processed for services received by you or a covered dependent.For more information, visit

To download the mobile app, visit

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