Customer Service and FAQ
We know that health care can be confusing, but it doesn’t have to be. At The Alliance, we want employees to feel confident when making important health care choices. Have questions? Please call us or view the FAQ and see if your question has been answered, below.
How can we help?
Hours and Phone Numbers
Not sure who to call? Start with our local line.
- Monday-Thursday: 8 a.m. to 4:30 p.m.
- Friday: 8 a.m. to 11:30 a.m.
Our customer service team is here to help you!
800.223.4139 (Option 3)
- Monday-Thursday: 7:30 a.m. to 4:30 p.m.
- Friday: 7:30 a.m. to 11:30 a.m.
The Alliance Office
5510 Nobel Dr., Ste 200
Fitchburg, Wis. 53711
PO Box 44365
Madison, Wis. 53744
If you mail to our P.O. boxes, please continue to do so. Due to the COVID-19 pandemic our office is closed to visitors until further notice. Thank you for your understanding!
Who is The Alliance? How do they work with my employer?
The Alliance is based in Fitchburg, Wisconsin, but services other parts of the Midwest, including Illinois, Iowa, Minnesota, and Michigan. As a not-for-profit cooperative of employers who are committed to helping their employees make the best health care choices, The Alliance helps your employer provide you with access to health care providers at a reasonable cost:
- The Alliance negotiates reduced rates from health care professionals and facilities on behalf of our member employers and their employees.
- If your employer’s health care plan allows you to choose the health care providers The Alliance has negotiated with, you pay these lower rates when you choose one of the health care professionals.
- We are not an insurance company — instead think of us as a link between your doctor’s office and you.
- We make sure you are charged the lowest negotiated rate.
Is my employer part of The Alliance?
You can find out by looking for The Alliance logo on your health ID card.
How can I find a doctor or hospital that participates in The Alliance? Or if my doctor does?
Use our Find a Doctor website. This resource lets you take charge of your search for doctors, hospitals, clinics and procedures.
The search tool features simple navigation and mobile-friendly design for easy access whether you are on your smartphone, tablet or computer.
Explore your options by looking up procedures, specialties, facility types, and physicians. Enhance your search by sorting search results by name, distance, gender or languages spoken. If you have questions, contact The Alliance customer service advocates by calling 800.223.4139, (Option 3).
Who do I contact about my benefits, including what's covered and what I'm responsible for?
To find out what is covered, check the health plan information you received from your employer. If you don’t have that, speak to your human resources representative or contact your TPA (Third-Party Administrator).
A TPA (Third-Party Administrator) is hired by and works with your employer to process your claims.
I am outside of The Alliance service area, how do I find participating providers?
Many of The Alliance’s member employers offer an additional network that provides plan members access to providers while traveling outside of The Alliance’s service area. Please check your ID card to determine if an additional network logo and phone number is listed and contact them directly for further assistance.
If you cannot find any reference to additional networks on your ID card, please contact your TPA directly for further assistance.
Who do I contact to get approval or be pre-certified for surgery or another procedure?
Your TPA has access to your benefit plan, including what type of services are covered and what you’re responsible for. For questions about precertification, call the number on your health ID card or your TPA.
What are my deductible, co-pay and coinsurance responsibilities?
To find learn more about your group health plan’s deductible, co-pay and coinsurance levels, check the health plan information you received from your employer. If you don’t have that, speak to your human resources representative or contact your TPA.
Can you tell me how much of my deductible and coinsurance liability has been satisfied?
Your TPA is responsible for applying and tracking how much of your deductible and coinsurance obligation has been satisfied. Please contact them directly for this information.
I need a new ID card, who should I contact?
ID cards are issued by your TPA. Please contact them directly or speak with your human resources representative for further assistance.
Who do I contact to find out about dental or prescription drug claims?
Your employer does not work with The Alliance to provide dental or prescription drug coverage. To answer these questions you will need to speak to a representative from one of these plans.
If you’re not sure who administers your dental or prescription benefit, please speak with your human resources representative.
Who do I call if my claim was denied or if I’m not sure if a claim was paid or not?
Your TPA has access to your benefit plan, including what type of services are covered and what you’re responsible for.
How can I make sure my claims are paid correctly?
Make sure you always show your health plan ID card when you visit the doctor or another health care professional. That way they will know how to process your bill. They’ll send your bill to The Alliance first to ensure you receive the lowest cost available to you.
I have received a bill from my healthcare provider for The Alliance discount referenced on my Explanation of Benefits (EOB) what should I do?
Wondering what happens between the time you visit a doctor and the time you get your bill?
Going to the doctor sometimes seems like the easiest part of the equation. Find out what happens between the time you visit the doctor and the time you pay your bill.
- You visit the doctor.
- The doctor creates and sends a claim to The Alliance.
- We apply the agreed-upon rate to the claim for any services you received. In health care terms, we reprice the claim.
- Next, we forward it to your TPA. This all happens within less than 3 days from the day we receive your claim.
- Your TPA reviews the claim and your health care coverage and pays any amount due to the provider under your plan, except for coinsurance and deductibles.
- Your TPA sends you an Explanation of Benefits.
- The doctor sends you a bill for the difference, if any, between the payment received from the TPA and what you owe based on your benefit plan, such as a co-pay or deductible.
Want to learn more about The Alliance?
The Alliance is a not-for-profit cooperative of more than 275 employers committed to negotiating discounted pricing with health care providers and helping employees and their family members make the best health care decisions.
Where can I find a dictionary of key insurance terms?
The Alliance has prepared a handy page that defines key terms related to health benefits.