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UBO FAQ

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Payment Questions


Q: Why did the charges for my prescriptions go up?

The Department of Defense (DOD) has periodic price changes on prescription drugs. Although some pharmaceuticals you currently receive may be priced higher, the majority of the prescription drugs will be available at the same or a lower price with these updates. TRICARE Management Activity’s (TMA’s) pricing methodology sets charges for pharmaceuticals at the same level TRICARE would reimburse similar drugs under its retail pharmacy program. The rates remain in keeping with regulatory requirements that the DoD MHS (Military Health System) bill a reasonable charge for pharmaceuticals. Read about pharmacy charges and to download the Pharmacy Pricing Estimator Tool.

Q: How long do I have to pay my bill?

Your bill is due within 30 days from the date of billing. A Delinquent Notice is automatically generated approximately 30 days after an invoice has been sent requesting payment. In addition, a Final Notice is sent another 30 days after that. Please keep in mind that although you may have mailed your payment, this notice may cross in the mail.

Q: How can I pay my bill?

You can pay your bill(s) by check, money order, credit card, debit card, or Automated Clearing House (ACH) payment. Please make your check or money order payable to "Regional Health Command Europe" and mail it to:

RHC-E UBO
Unit 33104
APO AE 09180
You can make credit or debit card payments online (see below).

Q: Can I pay my bill online?

Yes. You can pay online using credit card, debit card, or Automated Clearing House (ACH) payment from a checking or savings account. We have partnered with the Department of Treasury to utilize their secure web-based electronic payment system PAY.GOV to accept online payments. To make an on online payment, click on the PAY.GOV logo located at the top of this page.

  • Once in, click the Red button on the bottom right that says Continue To The Form. Fill in your information at the prompts.
  • Fill in your entire I & R / account number including letters, and the amount you wish to pay. If you are having difficulty locating this information you may click "Where do I find this information?" which will take you to an example detailing where this information may be found.
  • On the next page fill in your payment information and click submit. Please print the receipt page for your records.

Q: What if I have questions about my account?

If you have questions regarding your account, please e-mail or call us see ("Contact Us" for phone numbers and business hours). When contacting us you will need to have the following information prepared:

  • Your bill(s) which have the I&R number (starting with G), Patient IEN, and dates of service.
  • EOB (Explanation of benefits) if you have received one from your insurance company, and any other information you received when contacting them.
  • Please contact your insurance company FIRST before contacting us.

Q: Am I required to pay any charges my insurer didn't pay?

Yes, if you are a MSA patient. No, if you are you a TPC patient.

Q: How do I tell exactly what I owe on my bill?

Please refer to the "Invoices & Receipts" portion of your bill. The bottom line shows the current balance owed. See an example of an I&R and how to read it.

Q: Can I write one check for all of my payments, or do I have to send separate checks for each account?

You may send one check or money order; you do not have to send separate payments for each account. We do ask that you write the account numbers on the check, or if there is not enough room, attach a small note listing the account numbers that you are paying. If it does not clearly state which accounts you want your payment applied to, we will post the payment to the oldest outstanding accounts.

Q: What are the required elements that should be on my check?

Make sure to use only black or blue ink, banks will reject checks written in any other color. Confirm that the written words match exactly to the numbers in the box. In the memo portion of the check, write all of the applicable account numbers (Do Not Use Your Insurance Companies Claim Number) or include a list of accounts in your envelope. If you are paying charges in advance of receiving an invoice from us, please include a copy of your EOB so that payment may be posted to the correct account(s). Double check to ensure that your check is signed and dated.

Billing Questions


Q: How are MSA Patients billed?

As a non-DoD Beneficiary receiving care in a Military Treatment Facility (MTF), you are responsible for the entire balance of your medical bill. As a courtesy we can file your claim with your insurance carrier with the information we have on file from the PAD office. You provide your insurance information, we file a claim on your behalf, and bill the sponsor for any unpaid balances.

Contact your insurance company to find out if benefits are paid at In-Network or Out-Of-Network rates for your overseas MTF. Although benefits may be paid at the participating provider rate, please understand that an MTF IS NOT a participating provider is not subject to having its billed amount reduced by the payer and, therefore, cannot settle for the amount deemed reasonable by your insurer. RHC-E does not have the authority to compromise, waive settle, or suspend a debt. This also means that we are unable to negotiate rates with your insurance company, and you will be responsible for any unpaid balances.

Your Explanation of Benefits (EOB) may state that you are not responsible for the “dis-allowed” amount; however, when seeking care in an MTF, please understand that even the “un-allowable” amount is your financial responsibility. You will be billed the entire unpaid balance; which includes co-pays and deductibles, by RHC-E UBO. Contact your insurance company to find out how much of the claim You will be responsible for and what They will be covering.

If you would like RHC-E UBO to file claims on your behalf, download the DD Form 2569 Record of Other Health Insurance.

Q: What is the RHC-E UBO billing process?

Read about the billing process in full.

Q: How can I ensure that my accounts are in good standing?

Tips on maintaining a healthy financial status with UBO.

Q: Why did I get a bill for the following: Occupational Health charge, Deployment Related Physical, School or School Physical, or Military mandated Physical (Reservists)?

Our billing system automatically generates bills for pay patients based on your Patient Category and cannot determine what services are non-chargeable because of an "exception to policy". If you have a visit related to occupational health, or a physical that you feel should not be charged, please contact our office 7-14 days after your visit so we may review the information and exclude the charge if the visit meets the necessary requirements. Calling by the 14th day will avoid a bill being mailed to you or your insurance company. Please keep in mind that "physicals" are for reporting and are diagnostic in nature; if a problem is discovered for which you must receive treatment (including prescriptions), you may be charged. Full list of Potential Non-Chargeable Visits.Full list of Potential Non-Chargeable Visits.

Q: Why are there different charge amounts for office visits?

Evaluation and Management (E/M) codes are the codes used to represent the level of one-on-one interaction you have with your provider. Each code has its own rate, so you may see different prices for your office visits.

Q: Why do I have multiple accounts?

A separate account number is generated for each service that has taken place on a different day for each facility. Your doctor’s visit may be billed separately from your labs, pharmacy, and radiology.

Q: Why am I getting a letter saying I have not paid my bills?

This Delinquent Notice is to inform you of an outstanding debt you have with the Regional Health Command Europe. The notice is automatically generated approximately 30 days after an invoice has been sent requesting payment. In addition a Final Notice is sent another 30 days after that. Considering that it takes approximately 6-8 weeks to process your insurance payments and up to 3 weeks after receipt to process personal checks, your payment and this follow-up letter may cross in the mail.

Insurance Questions


Q: Was my bill submitted to my insurance company?

If your insurance information is on file with our office, RHC-E UBO will automatically file claims to your primary insurer for medical services Dated After your insurance information has been added to the PAD database. We cannot file claims retroactively, so please ensure that your correct information is on file and that it is up to date. RHC-E UBO does not file claims with secondary policies or specialized plans. If your insurance information is not on file, if it has expired, or you would like to change the policy or insurance information, please refill the form with the PAD office: access the DD Form 2569

If you are unsure what claims have been submitted with your carrier, please call them or check their website. You can find links the major insurance carriers we accept on our Helpful Links page.

Q: I received an Explanation of Benefits (EOB) from my insurance company. Can I go ahead and send you a check for my portion of the charge?

If your EOB clearly states what your portion of the charges are and what they have made payment for, then please send in your portion of the payment. It is beneficial to send a copy of your EOB with your payment so that your payment is applied properly to the account you intend, as we may not have posted payment from your insurance company yet.

Q: I received an Explanation of Benefits (EOB) from my insurance company a few weeks ago. Why don’t you show that the insurance has paid yet?

Please allow 6-8 weeks from the time the payment has been received in our office for the payment to be applied to your account. Don’t forget to allow time for the EOB to reach us via mail.

Q: Why can’t you find my claim in your system with the claim numbers on my EOB?

Our accounts are listed by the control number for each encounter. This number has nothing to do with the number your insurance company generates when they receive a claim. We do not create this claim number and therefore are not aware of it.  

Q: When I call with questions, what information do I need from my EOB?

Because your insurance company and the UBO generate different numbers with each claim it is important that you locate the date of service, and the total amount billed on your EOB when you call us with questions and do not have an invoice. In addition, it is also helpful for you to pay attention to two key areas; where they show what they paid and what you are responsible for, and the reason for non-payment if they did not pay the claim (E.g. Deductible, Co-pay, Co-insurance, or Rejection Codes).

Q: I submitted my insurance information at the clinic, why am I receiving an invoice from the billing office?

RHCE UBO will forward you an invoice that reflects no payment from your insurance company for one of two reasons:

1) A claim was filed and all your charges were either applied toward your annual deductible or co-pays or your claim was denied. You should have received a copy of your Explanation of Benefits (EOB) from your insurance company prior to receiving an invoice from us. Please refer to your EOB for specific details as to why no payment was made by your insurer.

2) The insurance information you submitted is not in our system or is incomplete. Although, you may have completed a DD Form 2569 at your clinic; certain restraints may have prevented them from entering the information or it may have been missing some vital information. If the invoice you receive is dated (in the upper right corner) within 2 months of your date of service, the likelihood that a claim has not been filed with your insurer is great and you should contact us as soon as possible to ensure we have your correct information.

Q: Will RHCE UBO file claims for previous services provided to my family?

We cannot file claims retroactively. We will file claims and bill your insurance from the date the PAD office has the correct insurance information on file, in the form of a DD Form 2569, for each member of your family respectively.

Q: If I am a Tricare beneficiary do I have to pay for services?

No. Tricare beneficiaries are not billed unless they have or are requesting services that are not covered by Tricare.

Q: Will you bill my Secondary Insurance?

We do not bill Secondary Insurance at this time, unless you are a VA beneficiary.

Q: How can I tell if you have billed by insurance?

You can call your insurance, and this is often the fastest and easiest way to determine exactly what is going on with your claim. However, on your bill from us, at the bottom you will see I&R 1.0, 1.1, or 2.0.  

  • 1.0 Indicates that your insurance has made a payment and you owe the remaining balance. If you do not see an insurance payment, this could mean that your claim was denied, or the charge has been applied to your deductible by your insurance.
  • 1.1 Indicates that your insurance has not responded or paid within the 120 day time frame.
  • 2.0 Indicates that the charges were not billed to insurance.

You will need to contact your insurance carrier to discover why they have denied any claims.
View a sample I&R and how to read it.

Pharmacy Questions


Q: Why did the charges for my prescriptions go up?

Q: Why did the charges for my prescriptions go up?

DoD has periodic price increases on prescription drugs. Although some pharmaceuticals you currently receive may be priced higher, the majority of the prescription drugs will be available at the same (50%) or a lower price (28%) with this update. TRICARE Management Activity's (TMA's) pricing methodology sets charges for pharmaceuticals at the same level TRICARE would reimburse similar drugs under its retail pharmacy program. The rates remain in keeping with regulatory requirements that the DoD MHS bill a reasonable charge for pharmaceuticals. Read about pharmacy charges and to download the latest Pharmacy Pricing Estimator Tool (PPET).