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​MA Recipient Communications

When the PHE ends DHS will conduct MA renewals for all recipients. Renewal communications will:

  • go directly to recipients, based on the address they have provided to DHS,
  • help recipients complete their renewal when it is time to do so, and
  • to ensure recipients have all the information they need to maintain coverage through MA/CHIP/Pennie

These communications will occur over a period of three to four months around the recipient’s renewal date. 

NOTE: Dates listed in the communications below are subject to change and will be based on when the U.S. Department of Health & Human Services officially declares the end of the PHE.

90 Days before MA Renewal Due
Minimum of 4 direct communications

60 Days before MA Renewal Due
Minimum of 4 direct communications

Month before MA Renewal Due
Minimum of 3 direct communications

After MA Renewal Due
Minimum of 4 direct communications


90 Days before MA Renewal Due

CM 537

CM 537

  • Who: Those with an MA renewal in 90 days
  • What: Update Information/Promote Electronic Communications
  • When: 90 days ahead of renewal and ongoing after the end of the PHE
  • How: Printed mailing (see material)

email 01

Individual Email 1

  • Who: Those with an MA renewal date due in 90 days that have opted in to receive emails
  • What: Update Information/Promote Electronic Communications
  • When: 90 days ahead of renewal and ongoing after the end of the PHE
  • How: Opt-in Email (see material)
text message 1

Individual Text 1

  • Who: Those with an MA renewal date due in 90 days that have opted in to receive texts
  • What: Update Information/Promote Electronic Communications
  • When: 90 days ahead of renewal and ongoing after the end of the PHE
  • How: Opt-in Text Message (see material)

phone icon

Helper Call 1

  • Who: Those with an overdue MA renewal with an unwinding renewal date due in 90 days
  • What: Update Information/Promote Electronic Communications
  • When: 90 days ahead of renewal and ongoing after the end of the PHE
  • How: Blast Calling/Robocalling (see material)


60 Days before MA Renewal Due

thumbnail of targeted mailing 1

Targeted Mailing 1

  • Who: Those with an MA renewal due during the 12 months following the end of the PHE
  • What: Renewal is coming soon/Complete Online Now/PHE FAQ Lite
  • When: After the CM537 but before the renewal
  • How: Printed mailing (see material)

targeted email 2 thumbnail

Individual Email 2

  • Who: Those with an MA renewal due during the PHE unwinding period that opted in to receive emails
  • What: Renewal is coming soon/Complete Online Now/PHE FAQ Lite
  • When: After the CM537 but before the renewal
  • How: Opt-in Email (see material)

Individual Text 2 thumbnail

Individual Text 2

  • Who: Those with an MA renewal due during the PHE unwinding period that opted in to receive texts
  • What: Renewal is coming soon/Complete Online or by Phone Now/Link to PHE Landing Page
  • When: After the CM537 but before the renewal
  • How: Opt-in Text Message (see material)

Text nudge 1 thumbnail

Text Nudge 1 (regularly scheduled OIM communication)

  • Who: Those with an MA renewal due that have opted in to receive texts
  • What: Renewal has been mailed
  • When: After the renewal has been mailed
  • How: Opt-in Text Message (see material)

Phone Call Thrumbnail

Helper Call 2

  • Who: Those with an MA renewal due during the PHE unwinding period
  • What: Renewal has been mailed/Complete now online or by phone
  • When: 30 days ahead of the renewal due date
  • How: Blast Calling/Robocalling (see material)

Text Nudge 2 thumbnail

Text Nudge 2 (regularly scheduled OIM communication)

  • Who: Those with an MA renewal due that has not been processed with 5 days left before the due date
  • What: Renewal has not been received
  • When: 5 days ahead of the renewal due date
  • How: Text Message (see material)


Month before MA Renewal Due

USPS mail icon

PA 162 MA Benefit Notices (non-PHE)

  • Who: Those with an MA renewal due
  • What: Eligible/Ineligible and referred to Pennie/CHIP/Ineligible 042 (failure to return the renewal or subsequent verification)
  • When: After renewal has been processed or MA eligibility ended due to not providing all info needed
  • How: Printed mailing

Targeted Mail 2 CM 642 thumnail

Targeted Mailing 2 (CM 642)

  • Who: Those that did not complete the renewal process and have been closed 042 (failure to return the renewal or subsequent verification)
  • What: Benefits were closed, but the recon period is still ongoing if you want to be reviewed for MA
  • When: 30 days after benefits close 042 (failure to return the renewal or subsequent verification)
  • How: Printed mailing (see material)

Pennie Mailing Thumbnail

Pennie Mailing

  • Who: Those that did not complete the renewal process and have been closed 042
  • What: Recently lost coverage? Pennie can help
  • When: 30 days after benefits close 042 (failure to return the renewal or subsequent verification)
  • How: Printed mailing (see material)


After MA Renewal Due

USPS mail icon

PA 162 MA Benefit Notices (non-PHE)

  • Who: Those with an MA renewal due
  • What: Eligible/Ineligible and referred to Pennie/CHIP/Ineligible 042 (failure to return the renewal or subsequent verification)
  • When: After renewal has been processed or MA eligibility ended due to not providing all info needed
  • How: Printed mailing

Targeted Mail 2 CM 642 thumnail

Targeted Mailing 2 (CM 642)

  • Who: Those that did not complete the renewal process and have been closed 042 (failure to return the renewal or subsequent verification)
  • What: Benefits were closed, but the recon period is still ongoing if you want to be reviewed for MA
  • When: 30 days after benefits close 042 (failure to return the renewal or subsequent verification)
  • How: Printed mailing (see material)

Pennie Mailing Thumbnail

Pennie Mailing

  • Who: Those that did not complete the renewal process and have been closed 042 (failure to return the renewal or subsequent verification)
  • What: Recently lost coverage? Pennie can help
  • When: 30 days after benefits close 042 (failure to return the renewal or subsequent verification)
  • How: Printed mailing (see material)