Frequently asked questions

Payment
How much do hearing aids cost?
There are many factors in hearing aid costs including the level of technology, professional guidance and post-purchase support for hearing care, adjustments and repairs. Your lifestyle and amount of hearing loss may impact the features you need to leave you with a result you'll be satisfied with. Hearing aids can help slow down the loss of speech understanding that occurs with hearing loss. They could also improve your quality of life and relationships with family and friends. Many insurance plans include hearing aid coverage. Depending on your coverage, some or all of the cost may be covered. For more information on your hearing aid benefits or applicable discounts, please sign in or create an account.
How do I pay for my prescription hearing aids?
UnitedHealthcare Hearing offers a variety of convenient ways to make a payment.

 

Pay by Phone:

Call UnitedHealthcare Hearing Monday–Friday 8 a.m. to 8 p.m. CST at 1-855-523-9355, TTY 711 to make a one-time payment. UnitedHealthcare Hearing accepts Visa, Mastercard, Discover, or American Express.

For financing, Care Credit is an available option. You can apply by going to www.carecredit.com/apply or by calling 1-800-677-0718 after reading the Care Credit Cardholder Agreement. If you are approved, they will provide you with a 16-digit account number. Please contact us at UHC Hearing with your account number to process your hearing aid order.

 

Pay by Check:
If you need to pay by check, please write your check out to UnitedHealthcare Hearing. We'll process your check as an Electronic Funds Transfer. It can take 10-14 business days to process your payment.

 

  • Write your Member ID number on your check.
  • Send the check to:

    UnitedHealthcare Hearing
    11000 Optum Circle, MN102-0200
    Eden Prairie, MN 55344

Your hearing aid(s) will be shipped to your hearing provider or your home (if you chose virtual care) within 10-14 business days of payment. Your provider will call you to schedule a fitting appointment. If you don't hear from them, call to schedule your fitting appointment.

 

Service
How do I check the status of my order?
If you purchased a device with a UnitedHealthcare Hearing provider and would like to know the status of that order, you may contact your UnitedHealthcare Hearing provider for the latest information.

If you placed an order online, visit the check order status page and enter your order confirmation number.
How do I return or exchange my device?
If you aren’t satisfied with your purchase or think your hearing aid(s) aren’t working properly, call us and we will help you resolve the issue. A simple adjustment or conversation with a professional may help. If you still have trouble after connecting with one of our hearing professionals, you have the duration of your trial period to make a final decision. You may contact your UnitedHealthcare Hearing provider to discuss an exchange. Or you may also call us at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. to learn more about the process.
I accidentally lost or damaged my device. Will UnitedHealthcare Hearing replace or fix it?
You can rest easy knowing that our prescription hearing devices include a 3-year extended warranty which covers repairs and a 1-time loss/damage replacement. There may be a professional fee depending on your coverage. Our Loss & Damage team can help verify your benefits and determine any out-of-pocket costs. You may contact your UnitedHealthcare Hearing Network Provider whom you worked with to purchase your hearing aid(s) to discuss the Loss & Damage replacement process. Or call us at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. to learn more about your options.
What if my device needs possible repair?
If you purchased a product with a UnitedHealthcare Hearing provider, please contact them to discuss your needs. The UnitedHealthcare Hearing Service Team is also available to provide support and possible solutions for your device. Call the service team at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m.
Hearing aid batteries
What's the difference between batteries and a device that has a rechargeable battery?
Your hearing aid includes a one-year supply of batteries or a charging case, depending on the device. When your initial battery supply runs out, you can purchase a replacement online from UnitedHealthcare Hearing. A rechargeable device means the hearing aid battery is built in and the device does not require replacing batteries. Set your hearing aids in the charger each night and they will be ready for use in the morning.
How long do disposable batteries last?
Depending on your usage and device model, batteries will last anywhere from 3-10 days. If your battery lasts less than 3 days, try using a dry cotton swab to wipe the door and the battery. If this doesn't resolve the issue, call for assistance.
What if my disposable batteries aren't working?
The tab or sticker must be removed from new batteries. Expose the batteries to air for at least 1 minute. If you are still having issues, try using a dry cotton swab to wipe the front and back of the battery door to remove moisture. You can also use a dry cloth to wipe the battery or remove sticker residue. If this doesn't resolve the issue, call for assistance.
I'm having a difficult time changing the battery.
Try using a brush with a magnet for battery changing. Or, see if there is a family member or friend to assist with changing out the battery.
How long do rechargeable batteries last?
Your rechargeable battery should allow your hearing aid to be used for a full day (16 hours) on a full charge. Practice placing your hearing aids in the charger each night so they are ready for use in the morning.
What if my rechargeable hearing aids are not charging?
Check to be sure the contacts on both the hearing aid and the charger are clear of debris. Also confirm that the hearing aids are placed securely in the charger. Check charging cables for damage or fraying.
Hearing Tests
What's the difference between an online hearing test and a hearing test at a provider's office?

An online hearing test or screening can tell you how well you’re hearing and whether you should schedule an in-person hearing test with a hearing provider. An online screening requires you to wear headphones and listen to a variety of different tones and frequencies. This screening can help determine if a more thorough in-person examination with a professional is needed.

A comprehensive hearing test is conducted by an audiologist or hearing care professional in person to fully assess your hearing. The test can include looking in your ear for wax or abnormalities, listening to beeps and tones, repeating words in silence and in noise and possibly even trying hearing aids. After the test, the provider will determine if hearing loss exists, the extent of the loss and your treatment options. Many people wait until they have symptoms of hearing loss to schedule a hearing test. Studies have shown that early identification and treatment of hearing loss may lead to an overall increased sense of wellness.
I already have a hearing test. What do I do next?

If you completed a hearing test within the last 6 months, upload a copy of your test (audiogram) now. A licensed hearing professional will review the information and provide you with a recommendation and next steps.

Where do I get a hearing test?

With over 7,000 providers and convenient virtual care options, chances are we have licensed hearing providers near you. To schedule an appointment, sign-in or create an account to search for network providers and find a provider that best suits your needs.

Or call us at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. CST for assistance. Our Customer Care team will confirm your benefits and match you with a local provider. We'll let that provider know you're coming and keep you informed about the process.

Other common questions
Why isn't my benefit information available?

To view how much your plan insurer may contribute to covering the cost of your hearing care and a hearing device, you must sign in or create an account.

After you sign in, visit My Account in the upper right-hand corner, then choose View coverage.

  • If your information is not yet available, please confirm that you provided us with your insurance information. This information is needed to verify your identity. Visit My Account and add your insurance information now.
  • If your insurance has been added into your account, please allow 24-48 hours for our team to review your information. We will email you when your hearing benefits are ready to view.
Are the UnitedHealthcare Hearing network and the UnitedHealthcare Medical directory the same?

The UnitedHealthcare Hearing network and UnitedHealthcare Medical directory are different networks. UnitedHealthcare Hearing contracts and supports a network of hearing professionals independent of the UnitedHealthcare Medical network. While some providers may overlap, to access your hearing benefits or eligible savings, you must work with UnitedHealthcare Hearing or a UnitedHealthcare Hearing network provider by first contacting UnitedHealthcare Hearing.

Should I call UnitedHealthcare Hearing or a hearing aid provider of my choice to get started?

It’s important you begin your hearing journey by calling UnitedHealthcare Hearing. The UnitedHealthcare Hearing team can help you find a provider and coordinate your care. Or sign in now to view providers and request an appointment.

Hearing aid usage
Why does my voice sound so loud?

There is a phenomenon called the “occlusion effect,” which is the change you hear in your voice when your ears are plugged. When your ears are plugged with wax, ear plugs or even properly functioning hearing aids, our voices sound louder and “booming.” People may notice it when they begin to wear hearing aids, change to new ones or make the transition from one to two hearing aids.

Why does my voice sound sharp?

Most people with hearing loss lose their ability to hear high-pitched sounds slowly and gradually. When fit with hearing aids, those high-pitched sounds are restored. While these sounds will now enhance speech understanding, it is not unusual to perceive these sounds as sharp, or sometimes even shrill. With continued use of the hearing aids, the brain begins to adjust to the high-pitched sounds. You gradually begin to hear more clearly and feel more comfortable. In the meantime, turn the volume down as you adjust to hearing these sounds again.

Why am I hearing background noise?

If you are new to hearing aids, you will be sensitive to sounds you haven’t heard or haven’t heard as well for some time. Continue to wear your hearing aids as much as possible to acclimate. Even people with normal hearing have a hard time hearing when there is background noise. Try reducing the distracting noise and get closer to the sound source or person speaking. Make sure you face the person speaking. Another option is to consider going to restaurants at less noisy times. If you find yourself in these environments regularly, consider asking your hearing provider about accessories for noise, such as companion microphones. Or visit our shopping page to browse and purchase compatible accessories.

My device is uncomfortable or rubbing behind my ears.

Sometimes a custom device that sits in your ear will need to be re-molded or modified. Sometimes your ear is simply adjusting to its new hardware. If you are having discomfort, reach out to your provider either through UnitedHealthcare hearing or directly to determine if an in-person follow-up, or virtual visit is required.

I’m hearing ringing and buzzing from the hearing aid. Is that normal?

Ringing, buzzing, whistling or squealing from the hearing aids can happen if a hearing aid is not properly inserted in the ear, if the hearing aid is turned up too high or if there is something blocking the sound from reaching the eardrum like wax. Start by reinserting the hearing aid and trying to adjust the volume. If that does not resolve the feedback, follow up with your provider to check for wax or issues with fit.

Virtual care
Is virtual care available across the country?

Virtual care is currently offered anywhere in the U.S., except Washington D.C. We do not offer international virtual care currently. If you need to see a provider in-person for a hearing test, they may be able to offer virtual care follow-up. Be sure to ask when you call to schedule your hearing test.

Do I need a hearing test for virtual care?

Yes, to get started with virtual care you will need an in-person hearing test. This is the first step in any hearing healthcare treatment plan, in-person or virtual. We can help you find a provider to complete the hearing test. Visit our provider search tool or give us a call at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. CST.

Am I eligible for virtual care?

If you are looking to receive care from home or on the go, virtual care may be a convenient option. To get started with virtual care, upload a copy of your hearing test results or call us at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. CST. We will review your hearing test results to make sure virtual care will work for you.

If you’re a good candidate for virtual care, you’ll need a smartphone and Bluetooth enabled device to get started.

How does a hearing virtual visit work?

After completing an in person comprehensive hearing test, you’ll have the opportunity to review your results, discuss your lifestyle and hearing needs, and get a personalized recommendation at a virtual consultation appointment. Our experts will help you place your order. Your hearing aid(s) will be shipped to home within 10-14 business days of payment. Your provider will call you to schedule a fitting appointment where they will guide you through all the basics of getting started, ensuring a comfortable and secure fit. If you don’t hear from them, call to schedule your fitting appointment.

Do I need an appointment?

Yes, an appointment is needed to review results and receive care with a licensed professional.

What products are available through virtual care?

Our virtual care program offers a variety of rechargeable behind-the-ear (BTE) and receiver-in-the canal (RIC) style hearing aids.

What’s the difference between virtual care and over-the-counter devices?

Virtual care follows the more traditional way of receiving prescriptive hearing aids and includes the support and recommendation of a licensed hearing professional. You will be required to complete an in-person hearing test with a licensed hearing care professional before meeting virtually with one of our virtual care providers to discuss your options. Your virtual care provider will offer follow-up care, adjustments and remote support from the comfort of your home.

Unlike virtual care, the purchase of an over-the-counter hearing aid does not include the professional guidance and follow-up care of a licensed hearing care professional. You can purchase directly from a website without a hearing test or clinical recommendation. Over-the-counter products are self-fitting. This means you will need to download an app to make any adjustments yourself. Any support varies by manufacturer.
Creating an account
Do I need to create an online account?

When you create an online account at UHCHearing.com you will gain access to a personalized view of your insurance plan benefits and better understand your hearing coverage. You will also be able to search for providers in your area, shop hearing aid devices and accessories, view costs based on your health plan and even submit a request for an appointment.

What information do I need to register?

We will need your basic demographic information, preferred contact details, and active insurance plan information, if applicable.

How will my identity be verified?

We will verify your identity by sending you an email to the email address you provided when creating your account. Click on the link in the email to verify your identity.

Why do I have to verify my identity?

In order to provide the highest level of privacy, we must take measures to ensure your health and personal information is protected. Performing this identity verification is a secure and reliable method for ensuring your information is protected.

Is the registration process secure?

Yes. All calls are recorded for quality purposes and all information is processed through our secure website which is encrypted for your protection.

What is my Member ID and why do I have to enter it?

You can find your member ID number on your health plan ID card. Please enter the number as it appears on your card, including the dashes and zeroes. We ask for this information in order to protect your privacy and display personalized benefit information.

Over-the-Counter (OTC) Devices
What are over-the-counter devices?

Over-the-counter (OTC) devices are hearing aids that do not require a hearing test or provider visit. A consumer can purchase an OTC hearing device independently through a retailer and adjust the OTC device through an app on a smartphone.

How much does an over-the-counter device cost?

It’s important to know that your health plan benefit may not cover the cost of an over-the-counter (OTC) device at this time. However, your plan benefit does cover a comprehensive hearing test, professional care and a prescription device starting at or below the cost of most OTC hearing devices. OTC devices will come in a variety of styles and features, as well as a variety of price points.

Are over-the-counter devices right for me?

Over-the-counter (OTC) devices are best for mild to moderate hearing loss, and for those individuals who are comfortable navigating hearing aid set-up and configuration through an app on your smartphone. OTC devices may not be for everyone. We recommend you use your plan benefit to get a professional test and see if a prescription device is right for you. Getting this test will make sure you find a hearing solution for your degree of hearing loss.

Is a hearing test required?

No, a hearing test is not required. However, a hearing test may inform you as to whether an over-the-counter device is a good option.

Will UnitedHealthcare Hearing accept spending accounts to pay for over-the-counter devices?

At this time, the use of an HSA/FSA or HRA account to purchase hearing aids is not restricted.

What is the difference between over-the-counter devices and headphones?

Over-the-counter hearing devices are designed to help people with self-diagnosed hearing loss. Headphones are designed to listen to media sources and amplify all sounds equally.

I purchased an over-the-counter device from Jabra and need additional support.

The Jabra Enhance plus app will guide you to pair your earbuds with an iOS device, get the optimal fit, personalize your hearing profile, register the product and give access to support tools. Click Support and guides from the menu within the app for answers to common questions, troubleshooting your device, compatibility and more.

How do I return or exchange my device?

If you aren’t satisfied with your purchase or think your over-the-counter hearing device isn't working properly, visit the website or call the manufacturer of your device and they will help you resolve the issue.

I purchased an over-the-counter device, but would like to try prescription hearing aids instead.

If you are interested in working with a licensed hearing professional to obtain prescription hearing aids, call UnitedHealthcare Hearing at 1-855-523-9355, TTY 711 Monday–Friday 8 a.m. to 8 p.m. CST. Our team will help get you connected with a provider to complete a comprehensive hearing test and a personalized recommendation.

Do I need a hearing test to purchase an over-the-counter hearing device?

A hearing test is not required to purchase an over-the-counter hearing device. But, if you haven’t had hearing aids before, meeting with a professional to diagnose and manage your hearing loss is a great first step towards better hearing. Knowing how much hearing loss you have is a good indicator of whether an OTC device could be an effective treatment plan and leave you satisfied with your result. To determine if you may have hearing loss, start by taking the UnitedHealthcare Hearing online hearing test.

How is an over-the-counter hearing device different than a prescription hearing aid?
  • OTC hearing aids have fewer features and their performance may not be equivalent to similar prescription devices.
  • OTC devices are self-serve, meaning you will set them up with a smartphone app and make all the adjustments on your own. Professional follow-up care or support depends on the individual manufacturer.
  • OTC hearing aids have a shorter warranty period than traditional prescription devices.
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