State of Texas and Higher Education

Employees, Retirees and their Dependents

Customer Service

You should know at Scott & White Health Plan (SWHP) you are not just another customer. You are our neighbors and friends - fellow Texans. We want your customer service experience to be easy, convenient, and helpful. That is why all of our Customer Service is located right here in Central Texas. We are available to assist you through telephone, e-mail, or personal meetings. Customer Service Coordinators can assist you in many ways. They help you take full advantage of your SWHP benefits by: Answering questions about using SWHP Explaining your benefits Helping you choose or change your Primary Care Physician (PCP) Assisting you in resolving complaints and appeals Sending you printed materials upon your request

Let our Customer Service team help you. To contact a Customer Service Coordinator, call a SWHP office near you, e-mail them at swhpques@swmail.sw.org, or feel free to walk in the door at your local SWHP office and ask to speak to a Customer Service Coordinator. They will be happy to meet with you - no appointment necessary.

Hours of Operation:

Monday - Friday
8 a.m. - 5 p.m. CST

TTY 254-724-2832

If you would like to contact us online, please fill out our Feedback Form.

Language Line

In an effort to improve communication with non-English speaking enrollees, Scott & White Health Plan uses the interpretive services of AT&T. When calling your Scott & White Health Plan representative with questions or concerns, you can be linked by phone with a highly trained interpreter if you speak little or no English. You simply let the Scott & White Health Plan Customer Service Coordinator know what your primary language is and the call is completed with the help of an AT&T interpreter. You do not have to call a special line for this service; simply let your Customer Service Coordinator know that you wish to utilize this service.

Employees who have questions concerning cost, contribution level, or enrollment should contact their Benefits Coordinator. Retirees need to contact ERS Customer Service at (512) 867-7711 in Austin or toll-free at (877) 275-4377.

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