Frequently Asked Questions

How is SHPS involved in my premium payments?
SHPS is a third-party administrator which contracts to administer Direct Billing and Retiree Administration for companies. As administrator, our primary responsibilities are to accept enrollment applications, mail billing statements, collect premium payments from participants, and report eligibility information to the appropriate carriers. We also process your election form, answer any questions you may have regarding your premiums, and send you proper notice should your eligibility expire or should your coverage terminate for nonpayment.

How do I pay my premiums?
SHPS will send a billing statement to your home address each month, about two weeks prior to the due date for the premiums for the upcoming billing month. The billing statement shows the amount due, the due date, the grace period, and the terms of payment. Premium payments are due on the first day of each month, and a grace period applicable to the current month is shown on your billing statement.

You can pay your balance electronically using the Online Payment feature or mail your check or money order payment to the address shown on your bill.

When we receive the full amount due within the grace period, your premium payment is posted to your account and your eligibility updated. We then forward the updated eligibility information to your insurance company or other benefit vendor on our regular update schedule.

What should I know about Individual Billing Services?

• You are required to remit a full monthly premium payment in each subsequent month in which you are eligible to receive benefits under Retiree and Direct Billing in order to remain covered.
• If you do not receive a billing statement, you can access your account online or call us at 888-421-SHPS (7477) to find out your balance due. However, it is your responsibility to remit the full monthly premium payment, even when you do not receive a billing statement.
• Your payment must be received within the grace period to avoid termination of coverage.
• We cannot extend coverage beyond the period for which you are entitled, nor can we reinstate your account should your coverage be terminated due to late receipt of payment.
• Please note that SHPS is not your insurance company. You should call your insurance company to find out which services are covered under your plan.

How can I find my account status?
You can find your current account status via this website or by phone 24 hours a day, seven days a week.

• Log into mySHPS for secure online access to your account.
• Call 888-421-SHPS (7477) to utilize our automated information system. Live customer service is available between 8:00 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, by dialing this number. and stay on the line to speak with a Benefit Counselor.