Address Update Messaging Toolkit

Congress made changes to Medicaid to help people and states deal with the Covid-19 pandemic. One change gave states extra federal funding to keep customers enrolled, even if they might no longer be eligible. This "continuous coverage" made sure customers would not lose coverage during the pandemic unless they moved out of state, requested cancellation, or passed away. 

As a result of continuous coverage, Medicaid customers have not been asked to update their information for three years. Now, Congress has set an end to continuous coverage. 

Therefore, to help as many people as possible keep their Medicaid coverage, we need updated addresses to send people their renewal forms. We need to do everything we can to make sure they receive their forms and return them, and we request your help to accomplish this. 

Please distribute these messages far and wide to reach as many people who use Illinois Medicaid as possible. Repetition is key to adoption, so please send these multiple times. Please feel free to adapt this messaging to suit your needs as you conduct your outreach. 

For translated versions of the messaging and graphics, please download a translated toolkit from the sidebar.

General messaging for MCOs, HFS and state agencies, healthcare providers, advocacy organizations and community partners. Please distribute multiple times via all available channels (email, text, flyers, social media, etc.).

Medicaid members! Don't risk losing your health insurance. Update your address with Illinois Medicaid.

Illinois Medicaid needs to send you paperwork. To keep your health insurance, use an address where mail can always reach you.

Updating your address is easy, fast and free. Call 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov. If you use a TTY, call 1-877-204-1012.

Please distribute these messages through all available channels. Repetition is key! For best results, please send messages at least three to seven times.

📣 Medicaid members! Don't risk losing your health insurance 🚑❤️💊. Update your mailing address with Illinois Medicaid 💌! Free at 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov

[Download the social media graphic in the language of your choice from one of the toolkits on the right]

Medicaid member! Don't risk losing your health insurance. Update your address with IL Medicaid! Free at 877-805-5312, medicaid.illinois.gov. Txt STOP to stop

Don't risk losing your health insurance. Illinois Medicaid needs to send you paperwork. When our agent joins the line, let them know you need to update your address. To keep your health insurance, use an address where mail can always reach you. We will not share your information.

Medicaid members! Don't risk losing your health insurance. Please update your address with Illinois Medicaid. It's easy, fast, and free: Call 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov. If you use a TTY, call 1-877-204-1012.

Dear Medicaid member,

Don't risk losing your health insurance. Please, update your address with Illinois Medicaid today!

Illinois Medicaid needs to send you paperwork. To keep your health insurance, use an address where mail can always reach you.

Medicaid pays for your healthcare, like visits to your doctor and your medicine. By updating your address, you can avoid surprises and get updates about your insurance.

Take charge of your health ! Please take care of this right away so you can keep the health insurance you have. Call 877-805-5312 for free from 7:45am – 4:30pm. If you use a TTY, call 1-877-204-1012. Or visit medicaid.illinois.gov.

Do you get health insurance through Medicaid?

Don't risk losing your health insurance. To keep your insurance, Illinois Medicaid needs to be able to send you paperwork. Give them an address where mail can always reach you.

Updating your address is easy, fast, and free:

• Call 877-805-5312 for from 7:45am – 4:30pm. If you use a TTY, call 1-877-204-1012.
• Visit medicaid.illinois.gov

[Download the flyer in the language of your choice from one of the toolkits on the right]

Medicaid pays for your healthcare, like visits to your doctor and your medicine. By updating your address, you can avoid surprises and get updates about your insurance. That way you can still see your doctor and pay for your medicine.

Please take care of this right away so you can keep the health insurance you have.

Hello, this is YOUR NAME from ORGANIZATION. Is CUSTOMER NAME here? [WAIT]

Hi CUSTOMER NAME, I'm calling from ORGANIZATION to help you keep your Medicaid health insurance. Illinois Medicaid will need your address to send you paperwork about keeping your health insurance. Do you have a minute to update your address? [CUSTOMER RESPONSE]

Ok let's get started! You can update your address online or by calling the Medicaid hotline. Which do you want to do?

IF ONLINE: OK, can you get to a web browser? Visit www2.illinois.gov/hfs/address. You can start filling that form out now and I'll stay on the line in case you have questions. Let me know when you are done!

IF PHONE: OK, to keep your information safe the state requires that you give them your address directly. Can you write down this number to call them? Call 1-877-805-5312 and select Option 8 to report an address change.

If they need reassurance that this isn't a scam, direct them to the state website with the ONLINE script.

PSA

Do you get health insurance through Medicaid?

Don't risk losing your health insurance! Illinois Medicaid needs to send you paperwork. Give them an address where mail can always reach you.

Updating your address is easy, fast, and free. Call 877-805-5312. That's 877-805-5312. 877-805-5312.