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 no longer mailed.

Benefits and Features

  • Get claim letters for most UnitedHealthcare commercial and Medicare members
  • Get prior authorization letters and provider remittance advices (PRAs) for UnitedHealthcare commercial, Medicare and UnitedHealthcare West members
  • Access reports and data files for UnitedHealthcare and UnitedHealthcare West members
  • Easily find your letters in folders or using one of the search options
  • Flag letters for convenient viewing
  • Download and print documents
  • Most letters for claims, prior authorization and payments 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 24 months. Additionally, claim letters and provider remittance advices (PRAs) are available in the claims tool and Single EOB Search for 18 to 24* months.
  • All letters that aren’t available in Document Vault will continue to be mailed.

*24 months of history are available in the claims tool when searching by Claim Number, Provider Only or Patient Account Number.

UnitedHealthcare Commercial

Claims

  • Additional information needed
  • Acknowledgements*
  • Not covered – Medicaid primary
  • Resubmit to correct network
  • Reimbursement request (overpayment)
  • Claim reconsideration response
  • Authorization of therapy services
  • Copies of letters mailed to members

Prior Authorization

  • Approved
  • Denied
  • Insufficient information submitted

Payment Documents

  • Provider remittance advice (PRA)
  • Payment summary

UnitedHealthcare Medicare

Claims

  • Additional information needed

Prior Authorization

  • Approved
  • Denied
  • Insufficient information submitted

Payment Documents

  • Provider remittance advice (PRA)
  • Payment summary

UnitedHealthcare West Commercial

Prior Authorization

  • Approved
  • Denied
  • Insufficient information submitted

Payment Documents

  • Claim payment packages – you must choose the paperless option for these to be posted to Document Vault.

UnitedHealthcare Community Plan

Payment Documents

  • Provider remittance advice (PRA)

*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 an 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 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 Claims (on Link).
  • 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 Link 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.

Need Help?

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