We know claims can be confusing, which is why our customer service team is on call to help you get the answers you need.

You have a right to question and/or appeal the processing of a claim. To receive an explanation of how your claim was processed, you may use the 'Online Customer Service' section of your healthcare portal, contact the IAA customer service team by phone, or email your inquiry to service@iaatpa.com.

On most plans, an eligible dependent will be a covered person’s married spouse and each unmarried child who is not yet age 19. Some plans also allow unmarried children to be covered until ages 23 or 26. You can verify coverage information and age limits in your benefits booklet.

The term “child” is defined as:

a) A natural born child;
b) A stepchild;
c) An adopted child; or
d) A child for whom the Covered person is the legal guardian

Pre-certification is a part of the utilization review process; it is designed to ensure that patients receive quality care that is medically necessary and appropriate to their condition. Your managed care company must be contacted prior to a non-emergency admission. If you are admitted to the hospital on an emergency basis, you have up to 48 hours after admission to make the notification. The appropriate phone number can be found on the front of your ID card.

More commonly known as your prescription drug vendor, a PBM contracts with independent pharmacies or a chain of pharmacies to provide prescription medicines at a discounted rate for retail and mail order prescription drug programs. Your PBM name and phone number is located on your ID card. In addition, you can find out more information about your PBM by going to the 'Benefit Information' page of the IAA healthcare portal and clicking on the link for the PBM.

Since changes in network participation can occur, it is important to verify that your health care provider is a current participant prior to receiving medical services. Verification can be obtained by contacting the network directly. You can also log into IAA’s healthcare portal and go to the 'Benefit Information' page. Clicking on the logo of the PPO network shown on that page will take you to the PPO’s website.