Oct. 3: Claim Letters and Appeals Going Paperless for Hawaii Medicaid

Starting October 3, 2025, appeal letters, claim letters, and virtual card payment (VCP) statements will no longer be mailed. These documents will be available to view and submit anytime through the UnitedHealthcare Provider Portal.

You’ll also need to send claim reconsiderations and medical appeals (both before and after services) online.
Such modifications will affect the majority of the medical providers and facilities (primary and support) that serve members of UnitedHealthcare Community Plan (Medicaid) in Hawaii.

In case you have a third-party vendor, such as a billing company, be sure that they are aware of these new digital processes.

How to view your claim letters and documents

You can find your letters and documents anytime in the Document Library on the UnitedHealthcare Provider Portal. They’re stored securely for up to 24 months.

Here’s how to access them:

• Go to UHCprovider.com and click Sign In (top-right corner)
• Enter your One Healthcare ID
• Don’t have one? Visit the portal registration page to sign up
• In the menu, go to Documents & Reporting > Document Library

Choose a folder:

• Claim Letters
• Payment Documents
• Appeals and Disputes – Use Advanced Search by member name, ID, or case ID

Email Notifications:

• When new documents are added, a notice is sent to the Primary Access Administrator’s email
• Admins can now allow others to manage email settings in Document Delivery Settings
• Need more people to get updates? Use a shared group email (only one email per letter type is allowed)

Tip: Don’t wait for alerts — check the Document Library regularly for new letters or needed actions.

You can also visit the Profile & Settings Overview to learn how to update email notifications.

Explore Document Library

How to submit a pre-service appeal

You can submit a pre-service appeal using the Prior Authorization and Notification tool in the UnitedHealthcare Provider Portal.

Follow these steps:

• Go to UHCprovider.com and click Sign In (top-right corner)
• Enter your One Healthcare ID
• New user? Visit the portal registration page to create an account
• In the menu, click Prior Authorizations
• Scroll to “View Status of existing submissions, drafts, and make updates” and select “Search Existing Submissions & Drafts”
• Find your Service Reference Number (SRN) and click to expand the details
• If it says “Not Covered/Not Approved,” you’ll see a link for “File a Pre-Service Appeal or a Grievance.”
• You can also click on the SRN to view the original case and find the same link under the coverage status
  The link will give a step-by-step guide in a new tab. You will be instructed on how you can submit supporting documents, preview the details, and submit your appeal.

Tip: Use Advanced Filter in the Document Library to find your pre-service appeal decision letters.

Submitting Claim Reconsiderations and Post-Service Appeals

Providers can submit claim reconsiderations and post-service appeals through the UnitedHealthcare Provider Portal by following these steps:

• Go to UHCprovider.com and click Sign In at the top-right corner
• Enter a valid One Healthcare ID
• New users should visit the portal registration page to create an account
• In the main menu, select Claims & Payments > Look up a Claim
• Search using the claim number, then click Act on Claim to begin the process

Need Help?

Providers can use 24/7 live chat in the UnitedHealthcare Provider Portal to connect with support. For help with portal access, technical problems, or notification settings, call UnitedHealthcare Web Support at 866-842-3278 (option 1), Monday–Friday, 7 a.m.–9 p.m. CT.