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region, the plan must inform the individual that they must enroll in a PDP that serves the area where the individual now resides. The PDP must disenroll the individual, effective the first of the following month.

The plan must not disenroll the individual if the plan is unable to contact the auto/facilitated enrolled individual or receives no response. This also applies when the individual’s address is listed as a P.O. Box.

60.2.1.5 – Procedures for Developing Addresses for Enrollees Whose Mail is Returned as Undeliverable

The United States Postal Service (USPS) will return any materials mailed first-class by the plan, as undeliverable if an address is not current. Mail returned as undeliverable may indicate: • The individual no longer resides at the address specified and there is no change-of- address on the file; • The forwarding order by USPS expired for the individual; or • The address of record is incorrect.

For undeliverable or returned member materials, the plan should take the following steps: 1. Attempt to contact the enrollee to verify their current address. 2. If the USPS returns mail with a new forwarding address, forward plan materials to the individual. 3. If the plan receives documented proof of an individual’s residence change that is outside of the plan service area or mail is returned without a forwarding address, follow the procedures described in § 60.2.1.3. 4. If the plan receives claims for services from a pharmacy or provider, the plan may contact the pharmacy or provider to obtain the individual’s current address. 5. If the plan is successful in locating an individual whose mail was returned as undeliverable, the plan should update its internal records and, if appropriate, advise the individual to update their address and contact information with SSA through any of the below methods: • Sign into “my Social Security account” on https://www.ssa.gov/. • Call SSA at 1-800-772-1213. TTY users should call 1-800-325-0778 (weekdays from 8:00 a.m. to 7:00 p.m. local time). • Notify the local SSA field office.

Plans are expected to continue to mail materials to the member’s address of record. If the postal service returns a piece of beneficiary communication to the plan, the plan should document the return and retain the returned material. It should continue to send future correspondence to that same address, as a forwarding address may become available at a later date. Additionally, CMS encourages the plan to continue its efforts, as discussed above, to attempt to locate the beneficiary using any available resources, including CMS systems, to identify new address information for the beneficiary. If a forwarding address becomes available, an organization can send materials to that address as in item #2 above.