Interactive Voice Response System Instructions

To access the IVR, call (804) 371-9092 or toll-free 1-877-310-6560.

The IVR system is an advanced telephone system that combines the best attributes of technology and human resources to provide complete customer service. Our IVR System allows you to obtain information at your convenience, 24 hours a day, seven days a week.

Navigating through the IVR System

Upon accessing the IVR system, you will be able to direct your questions to one of five areas:

1. Office of the Managed Care Ombudsman
2. Life and Health Insurance Consumer Outreach
3. Property and Casualty Insurance Consumer Outreach
4. Small Employer Health Insurance/Questions or complaints about life, health, accident or medical insurance including any company or agent selling this type of insurance
5. Questions or complaints about auto, fire, homeowner's, commercial liability, or Worker's Compensation insurance

Press * at any time to return to the Main Menu.

Press 0 to reach a Representative (Monday through Friday 8:15 - 5:00) at any time throughout the system and your call will be answered in the order received.

Quick Reference for IVR Inquiries

Life and Health Insurance Consumer Outreach

• Press 2 from Main Menu for Life and Health Insurance Consumer Outreach information

Main Menu (after pressing 2)

• Press 1 if you know the extension of the person you are calling
• Press 2 if you are interested in having a speaker address your group
• Press 3 to receive consumer guides
• Press 4 for all other inquiries
• Press 8 for help with these menu choices
• Press 9 to end this call

SPEAKER TOPICS (after pressing 2 and then 2)

• Press 1 for Senior Issues such as Medicare Supplement and Long-Term Care
• Press 2 for Managed Care claims assistance
• Press 3 for Ethics and Fairness in Carrier Business Practices
• Press 4 for Health Insurance
• Press 5 for Life Insurance
• Press 6 for Health Insurance Portability and Accountability Act, known as HIPAA
• Press 7 for Small Employer Insurance
• Press 8 for Annuities
• Press 9 for Agent's Licensing
• Press 0 for any other life and health insurance topic

Speaker Topics Confirmation

• Press 1 if you have finished selecting speaker topics.
• Press 2 if you would like to select an additional topic.
• Press 3 to cancel and return to the main menu.

Record Contact Information

• At the tone, please speak clearly your full name. Press # when done.
• At the tone, please spell your first name. Press # when done.
• At the tone, please spell your last name. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
• At the tone, please speak clearly the name of your company or group. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
• Using your telephone keypad, please enter your 10-digit phone number area code first.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
• Press 1 if you have an email address and would like to have it on file with us. Otherwise press 2.
• At the tone, please speak clearly your email address. Press # when done.
• At the tone, please spell out each character of your email address. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.

CONSUMER GUIDE CHOICES (after pressing 2 and then 3)

• Press 1 for Health Insurance
• Press 2 for Senior Issues
• Press 3 for Managed Care Health Insurance Plans
• Press 4 for Life Insurance

Health Insurance (after pressing 2 and then 3 and then 1)

• Press 1 to receive the Virginia Health Insurance Consumer's Guide
• Press 2 to receive a list of individual Health Insurance Carriers
• Press 3 to receive A Shopper's Guide to Long-Term Care Insurance
• Press 4 to receive a list of Insurance Companies Licensed to Sell Long-Term Care and Tax-Qualified Long-Term Care

Senior Issues (after pressing 2 then 3 then 2)

• Press 1 to receive the Virginia Medicare Supplement Insurance Premium Comparison Guide
• Press 2 to receive the Guide to Health Insurance for People with Medicare
• Press 3 to receive a list of Insurance Companies Licensed to Sell Medicare Supplement and Medicare Select
• Press 4 to receive a list of Licensed Medicare Health Maintenance Organizations
• Press 5 to receive printed material on various Pharmacy Drug Discount Programs
  ? Press 6 to receive the Virginia Insurance Counseling and Assistance Program, known as VICAP
• Press 7 to receive A Shopper's Guide to Long-Term Care Insurance
• Press 8 to receive a list of Insurance Companies Licensed to Sell Long-Term Care and Tax-Qualified Long-Term Care

Managed Care Health Insurance Plans (after pressing 2 then 3 then 3)

• Press 1 to receive the Office of the Managed Care Ombudsman brochure
• Press 2 to receive the 10 Tips to Help You Understand Your Coverage and Rights Under Your Managed Care Health Insurance Plan
• Press 3 to receive the Managed Care Health Insurance Plan External Appeals brochure

Life Insurance (after pressing 2 then 3 then 4)

• Press 1 to receive the Virginia Life Insurance Consumer's Guide

Consumer Guide Choices Confirmation

• Press 1 if you have finished selecting consumer guides.
• Press 2 if you would like to select an additional publication.
• Press 3 to cancel and return to the main menu.

Record Mailing Information

• At the tone, please speak clearly your full name. Press # when done.
• At the tone, please spell your first name. Press # when done.
• At the tone, please spell your last name. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
• At the tone, please speak clearly your street number and street name. Include PO Box if applicable. Press # when done.
• At the tone, please speak clearly the spelling of your street name. Press # when done.
• At the tone, please speak clearly your city and state. Press # when done.
• At the tone, please speak clearly the spelling of your city. Press # when done.
• Using your telephone keypad, please enter your 5-digit zip code. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
• Press 1 if you have an email address and would like to have it on file with us. Otherwise press 2.
• After the tone, please speak clearly your email address. Press # when done.
• At the tone, please spell out each character of your email address. Press # when done.
• You have recorded (message).
• Press 1 if this is correct. Press 2 if not.
  

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