Medicare Contractor Beneficiary and Provider 
Communications Manual
 
Chapter 1 - Correspondence 
 
Table of Contents 
(Rev. 1, 10-01-03) 
10 - Introduction 
20 - Contractor Identification on Medicare Communications and Prohibitions on Use of 
Promotional Messages 
20.1 - Signature on Correspondence with Physicians and Beneficiaries 
 
10 - Introduction 
(Rev. 1, 10-01-03) 
This chapter contains general instructions and requirements for Medicare carriers, 
including DMERCs and intermediaries for processing correspondence.  Normally, the 
term contractor is used in this manual to mean any or all of these.  If an instruction 
should apply to only one type of contractor, this will be specified.  
Instructions for preparation of the MSN are found in Chapter 21 of the Medicare Claims 
Processing Manual.  Similarly, the Medicare Secondary Payer (MSP) correspondence 
instructions are found in the MSP Manual. 
This manual does not apply to End Stage Renal Disease (ESRD) Network Organizations 
or Quality Improvement Organization (QIO).  They have separate instructions in the 
ESRD Network Organizations Manual and QIO Manual, respectively. 
20 - Contractor Identification on Medicare Communications and 
Prohibitions on Use of Promotional Messages 
(Rev. 1, 10-01-03) 
B2-5100, A2-2957, A3-3701 
Contractors may not use their position as a Medicare contractor for purposes of furthering 
their private business interests or gain.  They may not use any material or information  obtained from the Secretary or developed in performing their functions under their 
agreement with CMS to promote their private business interests. 
This prohibition against the promotional utilization of contractor status applies to all 
communication materials used in the performance of Medicare responsibilities, such as 
envelopes, letterheads, checks, vouchers, or forms, and includes such auxiliary message 
devices as postmarked advertisements, stamped or overprinted messages, computer print-
outs and similar piggy back message techniques.  The CMS considers a message or 
other communication device as promotional, regardless of intent, if without any clear 
Medicare purpose, it refers to any aspect of the contractor's private business status, 
reputation, scope of services, or other competitive factor that might favorably dispose the 
recipient toward the contractor's non-Medicare business. 
All Medicare communications the contractor sends must contain Medicare identification 
to distinguish Medicare correspondence, and to establish program identity with 
physicians, suppliers, and beneficiaries.  The word Medicare and/or CMS alpha 
representation should be at least as large as their organization's identification, and in a 
location that gives at least equal prominence.  Summary vouchers and checks must 
contain Medicare identification, as should any forms, letterheads, or envelopes that are 
used in the Medicare part of a contractor's operation.  The contractor must identify as a 
Medicare notice any notice or letter it sends to beneficiaries to administer the Medicare 
contract. 
Normally, only the contractor's name and address appear on any Medicare 
communication for identification purposes.  However, if it is the contractor's practice, the 
contractor may also include on the communication a company logo or other symbolic 
representation that has become an integral part of its private business identification. 
20.1 - Signature on Correspondence with Physicians and Beneficiaries  
(Rev. 1, 10-01-03) 
B2-5106 
To avoid confusion and misunderstanding on the part of physicians, suppliers, or 
beneficiaries, contractor general correspondence must carry the signature of a person who 
is responsible for handling inquiries about correspondence. 
Letters sent to beneficiaries to request additional information in the development of 
claims must contain a toll-free telephone number and a department section or module 
reference.