Add or update insurance information

Best first step: Provide a clear image of the front and back of your insurance card, the policyholder information, and the date your coverage started or changed.

• Update insurance before scheduled care whenever possible.
• Provide the front and back of your insurance card if available.
• Include the patient name, policyholder name, member ID, group number, plan name, and coverage start date.
• If you have more than one insurance plan, tell Silent Hill Health which plan should be primary and which should be secondary.
• Updating insurance does not guarantee coverage, payment, or authorization approval.
• If a claim was denied or a bill already arrived, ask whether the claim can be corrected, resubmitted, or reviewed.

• You received a new insurance card.
• Your insurance plan, member ID, group number, or policyholder changed.
• Your employer, school, marketplace, Medicare, Medicaid, or other coverage changed.
• You added secondary insurance or lost secondary insurance.
• You changed from one insurance plan to another.
• Your bill shows the wrong insurance plan.
• Your claim was denied because insurance information was missing or incorrect.
• You need prior authorization, referral review, or benefit verification before scheduled care.

Information	Why it matters
Front and back of insurance card	Shows member ID, group number, plan name, claims address, payer details, and phone numbers.
Policyholder name and date of birth	Helps verify whether the patient is the subscriber, spouse, dependent, or covered member.
Member ID and group number	Helps insurance match the claim to the correct plan and coverage.
Coverage start and end dates	Helps determine whether the plan was active on the date of service.
Primary and secondary coverage order	Helps claims process in the correct order when more than one insurance plan applies.

1. Confirm the patient name and date of birth.
2. Provide the new insurance plan name, member ID, group number, and policyholder information.
3. Upload or provide the front and back of the insurance card if available.
4. Tell Silent Hill Health when the coverage started or changed.
5. Tell Silent Hill Health whether any old insurance should be removed.
6. If you have more than one plan, identify primary and secondary coverage.
7. Ask whether any upcoming appointments, authorizations, referrals, or claims need review.
8. Ask whether any previous claims should be corrected or resubmitted.

Important: Incorrect primary or secondary insurance order can delay claims, cause denials, or create a patient balance that may need correction later.

• Tell Silent Hill Health if you have more than one insurance plan.
• Confirm which plan should be billed first.
• Confirm whether the patient is the policyholder, spouse, child, dependent, or covered member.
• Tell your insurance plans if they ask you to update coordination of benefits.
• Ask billing whether past claims need to be reprocessed under the correct order.
• Contact your insurance plans directly if they disagree about which plan is primary.

• Update insurance before appointments, imaging, procedures, testing, or planned Brookhaven services.
• Ask whether your new plan requires prior authorization.
• Ask whether a referral is required.
• Ask whether the provider, facility, lab, imaging center, or pharmacy is in network.
• Ask whether the scheduled service needs to be resubmitted for authorization under the new plan.
• Ask whether an estimate or patient responsibility may change.

• Provide the date of service connected to the bill or claim.
• Provide the account, statement, or invoice number if available.
• Tell billing whether the new insurance was active on the date of service.
• Provide previous insurance if it was active at the time of care.
• Ask whether the claim can be resubmitted.
• Ask whether insurance filing deadlines may affect the claim.
• Ask whether the bill should be reviewed after insurance updates.

Situation	Possible next step
Insurance was wrong before care	Update insurance before scheduling, authorization, or claim submission when possible.
Claim was denied for missing insurance	Billing may review whether the claim can be corrected and resubmitted.
New insurance started after the visit	The new plan may not cover care before the coverage start date. Confirm with insurance.
Secondary insurance was missing	Billing may review whether the remaining balance can be submitted to secondary insurance.
Authorization was tied to old insurance	A new authorization or referral may be required under the updated plan.

Important: Your insurance plan decides coverage, benefits, network rules, claim payment, appeal options, and patient responsibility.

• The service may still require prior authorization.
• The service may still require a referral.
• The provider or facility may not be in network.
• The service may not be covered under your plan.
• Deductible, copay, or coinsurance may still apply.
• Filing deadlines may affect older claims.
• Insurance may still deny, delay, or request more information.

Contact Silent Hill Health billing, scheduling, or your insurance plan as soon as possible if insurance information affects an upcoming appointment, authorization deadline, claim denial, final notice, or payment deadline.

• A scheduled service may be delayed because insurance is missing or incorrect.
• A prior authorization or referral is tied to the wrong insurance plan.
• A claim was denied because insurance information was incorrect.
• You received a bill, final notice, or collection notice that may involve old insurance.
• You have an insurance appeal, reimbursement, or filing deadline.
• A medication or treatment may be delayed because the new insurance is not on file.

Billing and insurance review are separate from emergency care. If you need immediate medical or behavioral health help, do not wait for an insurance update.