As a reminder, DFW ConnectedCare and HMO participants will experience no change during this benefits navigation transition.
Looking ahead to 2026
For UMR members only
Beginning Jan. 1, 2026, UMR plans will transition to UnitedHealthcare (UHC). You’ll receive a new ID card in December reflecting this change. You’ll still have access to the same network and plan design — but with an enhanced member experience focused on delivering even more personalized support.
Why are we changing health benefits navigator support?
We are transitioning to a direct support model with our health benefits administrators — BlueCross BlueShield and UMR — to simplify the member experience. This change allows you to work directly with those that manage your claims, appeals, and prior authorizations. They will also assist with your care navigation, questions and support from the experts who manage the plan.
Which health plan administrator do I have?
That depends on what state you reside in. Check this map to determine which carrier administers your medical option. I
When does the health benefits navigation change go into effect?
You’ll begin calling your new care navigator on Oct. 1, 2025. All support will be handled directly by BlueCross BlueShield or UMR. (If you’re enrolled in the DFW ConnectedCare or any HMO option, your benefits navigation support remains the same.)
Why is this transition happening in October instead of Jan. 1, 2026?
We are implementing this change in October so that team members will receive support from their administrators during Annual Enrollment as well as afterward.
I have recently experienced or will be experiencing a qualifying life event. How does this benefits navigation transition affect me?
If you changed medical options before Sept. 1, 2025, you will still receive an ID card with the Accolade contact information on the back. You’ll then receive a new ID card with the updated care navigation phone number from your carrier later that month. If you changed medical options after Sept. 1, 2025, you’ll only receive one ID card — the one with the updated care navigation phone number.
Regardless, you can always use your online/digital ID card option during the period you do not have an ID card.
Will my medical history or ongoing care be affected?
No. Your medical history and ongoing care will not be affected. Your providers and carriers maintain your medical records and care continuity.
Is my privacy protected?
Yes. Your health information remains protected under HIPAA and other applicable privacy laws, regardless of the care navigation provider.
Why am I getting a new insurance card?
You’re receiving a new ID card to reflect the updated contact information for customer service for your health benefits administrator instead of Accolade’s customer service line.
When will I receive my new card?
New insurance cards will be mailed prior to Oct. 1. Most members should receive them in mid-September.
Can I still use my old card?
You should begin using your new card by Oct. 1. The old card will not reflect the correct contact information for customer service.
What should I do if I don’t receive my new card?
If you haven’t received your new card by the end of September, contact the American Airlines Benefits Service Center for assistance.
Will I receive new ID cards for my covered spouse or dependents?
Yes. All members covered under your medical plan should receive a new ID card.
Do I need to inform my doctor about the new card?
Although it is not necessary to inform your doctor of your new card, we highly recommended you provide them with your new ID card as it has the most updated contact information.
Will my benefits or coverage change with the new card?
No. Your benefits and coverage remain the same, and your out-of-pocket costs will not change. Your new card only affects how you contact health benefits navigation and customer support.
I am a new hire and I just received an ID card with the Accolade name and phone number. What do I do now?
New cards will be mailed on Sept. 15, 2025, and you should receive your new card soon.
How do I contact my new health benefits navigator provider?
You can contact BlueCross BlueShield or UMR using the member services number on your new insurance card or by logging into the BlueCross BlueShield or UMR member portals.
Will I be able to continue using my AA ID and password to sign on to the BlueCross BlueShield or UMR member portals from my.aa.com?
Yes, you’ll still be able to access BCBS and UMR portals through my.aa.com using your AA credentials. First-time users will need to register. After that, you can sign on with your AA ID and password.
Do I need to update my login information for BlueCross BlueShield and UMR if I already access my member portal?
No updates are needed if you already have access to your BCBS or UMR member portal. You can continue using your existing login credentials.
How do I contact Accolade to follow up on historical information?
You will be able to contact Accolade at 833-FIND-WAY with any questions on historical information. For any chats or files you wish to save, log in to the Accolade app or portal prior to Oct. 1, 2025, and download the information.
I have an open ticket or inquiry with Accolade, what happens with that?
Accolade will work to close as many tickets as possible prior to Oct 1, 2025. After Oct. 1, please reach out to your administrator with your health benefits questions.
How will I be affected if I have a dedicated personal care advocate at Accolade?
You will be provided a new care advisor with BlueCross BlueShield or UMR, depending on your carrier, as you will no longer have access to your prior care advocate through Accolade.
