Understood Care

Understood Care is a virtual patient-advocacy service designed exclusively for Medicare members in the United States. Unlike traditional case management or insurance brokers, it provides each patient with a dedicated advocate who handles everything from claims and appeals to care coordination and social services. The service replaces impersonal helplines with a one-to-one, ongoing relationship. The core model rests on three commitments: One Advocate, For Life – each patient is matched permanently with a single advocate who gives out their personal phone number, email, and text, eliminating call queues. AI-Supported, Human-Delivered – advocates use AI tools to surface local programs, benefits, and eligibility information, but all interactions are handled by trained humans. The 7-Day / 30-Day Cadence – during active cases, advocates communicate every 7 days; once resolved, they check in monthly. Understood Care is free for most Medicare beneficiaries. Starting in 2024, CMS began paying for navigation and community health services under Medicare Part B and Medicare Advantage. Patients with Original Medicare plus a supplemental plan, or those with Medicare Advantage, typically pay $0 out of pocket after deductibles. The service does not accept Medicaid or commercial insurance at this time. The service covers over 32 care services, including doctor appointment coordination, second opinions, in-home care, medical bill analysis, medication cost reduction, housing and food assistance, chronic condition support, and more. Advocates include licensed patient advocates and registered nurses. Understood Care stands apart from call-center-based advocacy by ensuring continuity: the same person handles your case year after year. It competes with services like Health Advocate or Patient Advocate Foundation but offers a more personal, long-term relationship at no cost to eligible Medicare members.