Document Vault

Access Letters and Reports Online

Letters are available in Document Vault the day they’re generated, so all authorized users in your organization can view them right away. As we begin to transition from print and mail to electronic delivery, eventually all your letters will be in Document Vault. Please refer to the Available Letters section below for types of letters that are available in Document Vault.

Benefits and Features

  • Download and print documents
  • Flag letters for convenient viewing
  • Easily find your letters in folders or using one of the search options
  • Get prior authorization letters for UnitedHealthcare commercial, Medicare, Community Plan and UnitedHealthcare West members
  • Get claim letters for most UnitedHealthcare commercial and Medicare members
  • Get payment documents (including provider remittance advices PRAs for most UnitedHealthcare commercial, Medicare, Community Plan and some UHC West payments
  • Get overpayment letters for most UHC commercial, Medicare, Community Plan and UHC West payments
  • Access reports and data files for UnitedHealthcare and UnitedHealthcare West members
  • Most letters for claims, prior authorization, payments, including overpayments and appeals are already in Document Vault. You can sign in and look at them now, even if you’re still receiving letters in the mail. Detailed information about available letter types is available below.
  • The date a document is loaded in Document Vault is considered the send date.
  • Letters in Document Vault are available to download for up to 24 months. Additionally, claim letters and provider remittance advices (PRAs) are available in the Claims feature and Single EOB Search for 18 to 24* months in the UnitedHealthcare Provider Portal.
  • All letters that aren’t available in Document Vault will continue to be mailed.

UnitedHealthcare Commercial

Claims

  • Additional information needed
  • Acknowledgement letters**
  • Not covered – Medicaid primary
  • Resubmit to correct network
  • Claim reconsideration response
  • Authorization of therapy services
  • ·Other commercial claim letters (usually member carbon copy letters)

Prior Authorization

  • Approved
  • Denied
  • Insufficient information submitted

Payment Documents

  • Detailed provider remittance advice (PRA) and Virtual Card Payments (VCP), if applicable
  • Information only provider remittance advice (PRA) and Virtual Card Payments (VCP), if applicable

Appeals and Disputes

  • Acknowledgement, notification and response

Overpayment Documents

  • Overpayment identified
  • Overpayment reconsideration requests
  • Overpayment reconsideration response

UnitedHealthcare Medicare

Claim Letters

  • Additional information needed
  • Reconsideration
  • Balance billing

Prior Authorization

  • Approved
  • Denied
  • Lack of information

Payment Documents

  • Detailed provider remittance advice (PRA) and Virtual Card Payments (VCP), if applicable
  • Information only provider remittance advice (PRA) and Virtual Card Payments (VCP), if applicable

Appeals and Disputes

  • Additional information needed
  • Resolution
  • Notification and acknowledgement

Overpayment Documents

  • Overpayment identified
  • Overpayment reconsideration requests
  • Overpayment reconsideration response

UnitedHealthcare West Commercial

Prior Authorization

  • Approved
  • Denied
  • Lack of information

Payment Documents

  • Payment packages

Appeals and Disputes

  • Additional information needed
  • Resolution
  • Notification and acknowledgement

Overpayment Documents

  • Overpayment identified
  • Overpayment reconsideration requests
  • Overpayment reconsideration response

UnitedHealthcare Community Plan

Prior Authorization

  • Approved
  • Denied
  • Lack of information

Payment Documents

  • Detailed provider remittance advice (PRA) and Virtual Card Payments (VCP), if applicable

Appeals and Disputes

  • Acknowledgement, notification and response

Overpayment Documents

  • Overpayment identified
  • Overpayment reconsideration requests
  • Overpayment reconsideration response

*24 months of history are available in the Claims tool when searching by claim number, provider only or patient account number.

**Except for Vermont, commercial claim acknowledgement letters are no longer mailed and should be accessed in Document Vault. 

Static report documents appear in the My Documents section on the Document Vault home page. You can navigate through folders to access these reports or search for reports based on criteria such as creation date, TIN or claim number.

  1. RCM staff should first register for a One Healthcare ID (formerly known as Optum ID) with their employer’s Tax ID number (not the care provider’s).
  2. Next, request access to care provider Tax ID numbers in the Link Security tool.
  3. A letter is mailed to the care provider with instructions for approving or denying access.
  4. RCM staff will receive an email when their access request has been approved or denied. 

Document Vault uses your One Healthcare ID (formerly known as Optum ID) to identify you and determine your role. You will only see the reports and letters that your role is authorized to see. 

  • Claim letters and provider remittance advice (PRA): You must have access to the Claims feature on the UnitedHealthcare Provider Portal.
  • Prior authorization letters: You must have access to the Prior Authorization and Notification tool.

Contact your Password Owner if you need additional access. Instructions for Password Owners are available here

Go Paperless!

If you’re using Document Vault to access letters, your Password Owner can turn off delivery of paper copies in the mail using the Paperless Delivery Options tool.

For more information about Paperless Delivery, go to Paperless Delivery Options.

Seamless navigation

Make sure you’re using an optimal browser when accessing Document Vault. If you use Internet Explorer, you may experience compatibility issues with our self-service tools. Take a look at our recommended browsers and how to change your default browser setting.  

Need Help?

If you need technical help to access Document Vault or any of its features, please email ProviderTechSupport@uhc.com or call our UnitedHealthcare Web Support at 866-842-3278, option 1. Representatives are available Monday - Friday 7 a.m. - 9 p.m. Central Time.