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How to Get Medicare Help from SHIP and SMP (2026 Guide)

Written & Reviewed by

Analic Mata-Murray
Analic Mata-Murray

Managing Editor

Yolanda Taylor
Yolanda Taylor

Senior Healthcare Editor

Last updated: 27 May 2026

Bottom line: State Health Insurance Assistance Program (SHIP) counselors give free, no-sales Medicare counseling. Senior Medicare Patrol (SMP) teams help with possible Medicare fraud, scams, billing errors, and suspicious charges. If you need a real person today, start with Medicare contact help or call 1-800-MEDICARE (1-800-633-4227). If you need local, neutral Medicare plan help, call SHIP. If a bill, call, package, or claim looks fake, call SMP and Medicare.

Emergency help now

  • Call 911 first if there is danger, a threat, or a medical emergency. SHIP and SMP are not emergency services.
  • Hang up if someone calls and asks for your Medicare number, bank details, credit card, or payment. Medicare says to hang up and call 1-800-MEDICARE if someone asks for money or threatens to cancel your benefits through an unexpected call. Read the warning on your Medicare card page.
  • Act fast if you already shared personal or money details. Report possible Medicare misuse to Medicare and your local SMP. If your identity may have been stolen, start a recovery report at IdentityTheft.gov and follow the recovery steps.
  • Pull the statement if you see a charge for care, medicine, or equipment you did not get. Do not throw it away. Call your local SMP or use the SMP locator to find local help.

Quick help: who to contact first

Your problem Best first call Why this is usually best
You need Medicare claims, account, billing, or coverage help today 1-800-MEDICARE Medicare phone help and live chat are available 24 hours a day, 7 days a week, except some federal holidays.
You need no-sales help choosing or reviewing Medicare coverage SHIP SHIP gives free, local, unbiased Medicare counseling. Use the SHIP locator or call 1-877-839-2675.
You got a strange charge, scam call, or equipment you never ordered SMP, then Medicare SMP helps people prevent, detect, and report suspected Medicare fraud, errors, and abuse.
You need Part A or Part B sign-up, address changes, or Extra Help processing Social Security Social Security handles many enrollment and Extra Help actions. Medicare’s contact page can route you.
You need Medicaid, a Medicare Savings Program, or state cost-help decision Your state office The state makes the eligibility decision, even if SHIP explains the program.
You have a current plan network, prior authorization, pharmacy, or provider problem Your plan and provider The plan and provider control the live record and can document what happened.

Contents

What SHIP and SMP do

SHIP is the free Medicare counseling program in each state and several U.S. territories. The official SHIP site says there are 54 SHIP programs, covering the 50 states, Puerto Rico, Guam, the District of Columbia, and the U.S. Virgin Islands. In some places, SHIP uses a different name, such as HICAP, SHIIP, SHICK, SHINE, or VICAP. The about SHIPs page explains that SHIP services are local and may be run through state aging agencies, insurance departments, Area Agencies on Aging, or community partners.

SHIP is best when you need help thinking through Medicare choices. This can include Original Medicare, Medicare Advantage, Part D drug plans, Medigap, employer coverage, retiree coverage, Medicaid, complaints, and appeals. SHIP is not a broker. SHIP should not be paid by a plan to enroll you.

SMP is different. The ACL SMP page says SMP helps Medicare beneficiaries, families, and caregivers prevent, detect, and report suspected health care fraud, errors, and abuse. SMP can help you look at a Medicare Summary Notice, an Explanation of Benefits, a strange bill, a fake call, or a package you did not order.

Many local offices work with both programs, but the jobs are not the same. SHIP helps with Medicare decisions and coverage questions. SMP helps with fraud, abuse, scams, and billing problems that look wrong or suspicious.

Choose the right first call

The fastest first call depends on who can actually act on the problem. A SHIP counselor may explain your options, but SHIP cannot change a plan’s live network file. An SMP counselor can help you report suspected fraud, but SMP cannot arrest a scammer or replace your bank. Medicare can answer account and claims questions, but your state must decide Medicaid and many cost-help applications.

Use this simple rule: call the office that controls the next step. Use SHIP when you need neutral guidance. Use SMP when something may be fake or wrongly billed. Use Medicare when the issue is on your Medicare account, claim, card, or complaint record. Use the plan when the issue is inside a Medicare Advantage or Part D plan.

Need First step Reality check
Compare plans during Open Enrollment Call SHIP early, then verify doctors, drugs, and pharmacies with the plan. Open Enrollment runs October 15 through December 7. SHIP offices can get crowded.
Understand a denied service Read the notice, call the plan or Medicare, then ask SHIP about appeal steps. Do not wait for a callback if a written deadline is close.
Report equipment you never ordered Call SMP and Medicare. Keep the package, bill, label, and dates. The HHS Office of Inspector General has warned about catheter and equipment scams in its catheter scam alert, including what to do next.
Lower Medicare premiums or drug costs Ask SHIP to screen you, then apply through the right state or federal office. SHIP can explain, but the state or Social Security decides many applications.
Help a parent with claims Have the parent on the call, or ask about the Medicare authorization form. Medicare may need written permission before sharing personal health details.

When to use SHIP

Use SHIP when the main issue is Medicare choice, coverage, cost, timing, complaint, or appeal guidance. The ACL SHIP page says SHIP gives one-on-one counseling to people with Medicare, their families, and caregivers. SHIP can be useful before you enroll, when your plan changes, or when you are not sure which office to call next.

SHIP can help with:

  • Choosing between Original Medicare and Medicare Advantage.
  • Checking Part D drug plan choices.
  • Understanding Medigap and when timing matters.
  • Reviewing your Annual Notice of Change.
  • Figuring out if a problem is a complaint, appeal, plan issue, or state issue.
  • Screening for programs that may help pay Medicare costs.

SHIP is often a good next call if you are comparing plans and feel pushed by ads or sales calls. It is also useful if you are helping a parent who has several letters, plan cards, and bills on the table and does not know what matters first.

SHIP usually cannot:

  • Sell you a plan.
  • Guarantee that a doctor or pharmacy will stay in network.
  • Make a Medicaid decision.
  • Force a plan or provider to fix something during the call.
  • Give legal or medical advice.

Good SHIP questions are short and specific. Try: “Can you help me compare my current plan to next year’s choices?” or “Is this denial something I appeal, or should I file a complaint first?” If cost is the problem, ask SHIP whether Medicare Savings Programs or Extra Help may fit your case.

When to use SMP

Use SMP when a bill, claim, caller, mailer, supplier, or package looks suspicious. The official Medicare fraud page tells people to protect their Medicare number, review claims, and report possible fraud or abuse. CMS also says the Senior Medicare Patrol can help people with Medicare report suspected fraud. You can call 1-877-808-2468 or use the SMP locator.

SMP can help with:

  • A claim for care you did not get.
  • A medical equipment bill for items you did not order.
  • A caller who says your Medicare card is expiring.
  • A supplier that keeps sending supplies you do not need.
  • A bill that keeps coming back after you already asked questions.
  • A possible Medicare number misuse problem.

SMP does not replace Medicare, your plan, your bank, police, or the HHS Office of Inspector General. It helps you sort the facts, understand warning signs, and decide where to report. If money has left your account, call your bank or card issuer right away. If your identity has been misused beyond Medicare, use the FTC recovery steps at IdentityTheft.gov.

If the suspicious charge is on an Original Medicare statement, compare it with your Medicare Summary Notice. Medicare says the Medicare Summary Notice shows services and supplies billed to Medicare, what Medicare paid, and the most you may owe. For a step-by-step reader guide, see our GFS page on reading an MSN before you call.

How to avoid Medicare sales traps

A sales agent is not the same as SHIP. A broker or agent may be licensed and may help some people, but that person sells plans. SHIP is the safer place to start when you want neutral help and no sales pitch.

Use official pages and phone numbers that you found yourself. Be careful with ads that say “Medicare helpline,” “new benefits,” “free allowance,” or “act now.” Some may be sales funnels. Some may be scams.

Medicare’s plan marketing rules say plans cannot come to your home uninvited, cannot require you to speak with a sales agent just to get plan information, and cannot offer cash or gifts worth more than $15 to make you join. The same page also says plans generally cannot call you unless you are already a member or gave permission.

Use this script when a call feels wrong:

Script: “I do not give Medicare or bank information on calls I did not start. I am hanging up and calling Medicare myself.”

Use this script if you want neutral help:

Script: “Are you SHIP, Medicare, SMP, my current plan, or a licensed sales agent? I want no-sales Medicare counseling.”

Use this script if someone says your card or benefits will stop:

Script: “Please mail me the official notice. I will not give personal information on this call.”

Then hang up. Call Medicare, SHIP, or SMP using an official number.

What to gather before you call

A five-minute setup can save a long second call. Put the most important papers on the table before you call. If you are helping a parent, try to sit with them during the call. Medicare may require the beneficiary’s permission before it shares personal health information with you. The Medicare other forms page lists the Authorization to Disclose Personal Health Information form, also called CMS-10106.

Your issue Have this ready Best first question
Plan choice Medicare card, plan card, drug list, pharmacies, doctors, ZIP code, and Annual Notice of Change What are my real choices and deadlines?
Drug costs Drug names, doses, pharmacies, income estimate, plan card, and denial letters if any Should I check Extra Help, another Part D plan, or a state program?
Billing error Bill, MSN or EOB, date of service, provider name, amount, and call notes Was this denied, billed wrong, or billed twice?
Possible fraud Claim details, phone number, voicemail, screenshot, package label, supplier name, and dates Does this look like a billing mistake or suspected fraud?
Appeal or complaint Denial notice, deadline, medical records if needed, letters, and case numbers Who must get the appeal, and by what date?

If you may qualify for help paying Medicare costs, ask about the right program before you apply. GFS has separate guides for QMB billing protections, prescription cost help, and Medicaid for seniors. Use those pages for more detail, but still apply through the official state or federal office.

How to start without wasting time

  1. Name the problem in one line. Say “plan choice,” “drug cost,” “wrong bill,” “possible scam,” “denial,” or “Medicaid issue.”
  2. Call the office that controls the next step. Use Medicare for Medicare account and claims help, SHIP for neutral counseling, SMP for possible fraud, and your state office for Medicaid or Medicare Savings Program decisions.
  3. Keep notes during every call. Write the date, time, name, phone number, case number, and what the person told you to do next.
  4. Ask for the deadline. If you have a denial or complaint letter, ask, “What date must this be received?”
  5. Confirm the final details. If a plan choice depends on a doctor, drug, pharmacy, supplier, or prior authorization rule, verify it with the plan and, when needed, the provider.
  6. Do not wait on one callback. If a deadline is close, use a second official path the same day.

Medicare choices can be time-sensitive. Plan networks, drug lists, premiums, and coverage rules can change each year. Medicare says changes made during Open Enrollment take effect January 1 if the plan gets your request by December 7. SHIP can help you compare, but the plan controls the live network and drug list.

What to do if the first call fails

Sometimes the first call does not solve the problem. That does not always mean the answer is final. It may mean you reached the wrong office, the issue needs written proof, or the person could not see the full record.

  • If SHIP has no quick appointment: Call 1-800-MEDICARE for urgent Medicare questions. Leave SHIP a clear voicemail and keep your place in line.
  • If Medicare says to call the plan: Call the number on your plan card. Ask the plan to document the call.
  • If the provider says it is a plan issue: Ask the provider for the billing code, denial reason, and date submitted.
  • If a charge still looks fake: Call SMP and Medicare. If it may involve HHS program fraud, the HHS fraud hotline can take reports.
  • If an appeal deadline is close: File the appeal or complaint on time, even if counseling is still pending.

For Medicare Advantage denials, timing and paperwork matter. Our guide to Medicare Advantage appeals can help you understand the appeal path before you call. If you tried Medicare Advantage and want to understand a possible return path to Medigap, read the GFS guide to Medigap trial rights before switching.

Common mistakes to avoid

  • Calling a sales ad first. Start with Medicare, SHIP, SMP, your state office, or your plan.
  • Giving your Medicare number to a caller. Give it only to people you contacted and trust, such as your doctor, pharmacy, plan, Medicare, SHIP, or SMP.
  • Waiting until the last week of Open Enrollment. SHIP offices can be busy from October 15 to December 7.
  • Relying only on memory. Keep bills, letters, screenshots, call notes, and case numbers.
  • Thinking SHIP can force approval. SHIP can guide you, but the plan, Medicare, state office, or provider controls many decisions.
  • Thinking SMP is the police. SMP helps document and report possible fraud. It does not provide emergency protection.
  • Ignoring small strange charges. A small unknown charge can point to a bigger Medicare number misuse problem.
  • Missing state help. Medicare Savings Programs, Medicaid, and local benefits can lower costs, but the rules vary by state.

Backup options for cost, appeals, and local help

SHIP and SMP are important, but they are not the only paths. If the issue is money, denial, care access, or local support, you may need more than one office.

  • For Medicare premiums: Ask your state Medicaid office about Medicare Savings Programs. Medicare says these programs can help pay Part A and Part B costs through your state.
  • For drug costs: Social Security says Extra Help can lower or cut Part D costs, and you can apply before or after you enroll in Part D.
  • For local aging help: Your Area Agency on Aging may know local transportation, meals, caregiver, and benefits counseling options. Start with our local help guide if you are not sure where to begin.
  • For state benefit portals: Many states use online portals for Medicaid, SNAP, and other help. If you need the official path in your state, use the current state benefit guides to find the right starting point.
  • For legal problems: Ask SHIP whether your case may need legal aid, especially if you have a formal denial, collection issue, or court paper.

One practical reality check: a helpful counselor may still need you to make the final call. Medicare, your plan, Social Security, your provider, the state Medicaid office, and the fraud-reporting office each handle different pieces. Keep one folder and one call log so the story stays clear.

Phone scripts you can use

Situation Simple script
Calling SHIP “I need no-sales Medicare counseling. My main issue is [plan choice, drug cost, denial, or billing question]. What should I have ready?”
Calling SMP “I see a charge or contact I do not recognize. I have the date, provider or supplier name, and my statement. Can you help me decide how to report it?”
Calling Medicare “I need help with a claim, card, complaint, or possible fraud. Please tell me the case number and what I should do next.”
Calling a plan “Please check the live record for this doctor, drug, pharmacy, or denial. Can you document this call and give me a reference number?”

Resumen en español

SHIP es un programa gratis de ayuda con Medicare. No vende seguros. Puede ayudarle a comparar planes, entender costos, revisar cartas, y saber si debe presentar una queja o apelación. SMP ayuda cuando hay cargos sospechosos, llamadas falsas, equipo médico que usted no pidió, o posible fraude con su número de Medicare.

Si hay una emergencia, llame al 911. Si alguien le llama y le pide su número de Medicare, dinero, o datos del banco, cuelgue. Después llame a Medicare al 1-800-MEDICARE. Para ayuda local de Medicare sin ventas, llame a SHIP al 1-877-839-2675. Para ayuda con posible fraude o cargos extraños, llame a SMP al 1-877-808-2468. Guarde cartas, facturas, números de caso, fechas, y nombres de las personas con quienes habló.

Frequently asked questions

Is SHIP the same as a broker?

No. SHIP is a free public counseling program. A broker or agent sells private plans. A broker may still help some people, but that is not the same as no-sales counseling.

Is SMP the same as Medicare?

No. SMP is not Medicare and not law enforcement. SMP helps people with Medicare understand, document, and report possible fraud, billing errors, and abuse.

Should I call SHIP or SMP about a suspicious bill?

Call SMP if the bill looks fake, repeated, or tied to care or equipment you did not get. Call SHIP if the main issue is coverage, appeal steps, or why Medicare or a plan handled the claim a certain way.

Can SHIP enroll me in a plan?

SHIP can explain choices and enrollment steps. Exact hands-on help varies by local office. If you already know the plan you want, Medicare or the plan may be faster.

What if Medicare will not talk to me about my parent?

Try to call while your parent is with you. For private claims or billing details, Medicare may need written permission through the Authorization to Disclose Personal Health Information form.

Can I use SHIP or SMP if I am under 65?

Yes, if you have Medicare. SHIP and SMP can help people with Medicare who are under 65 because of disability, as well as older adults, caregivers, and family members.

What if SHIP only has voicemail?

Leave your name, ZIP code, phone number, best callback times, and one clear sentence about the problem. If a deadline is close, call Medicare, your plan, provider, or state office the same day.

About This Guide

This guide uses official federal, state, local, and other high-trust nonprofit and community sources mentioned in the article.

Editorial note: This guide is produced based on our Editorial Standards using official and other high-trust sources, regularly updated and monitored, but not affiliated with any government agency and not a substitute for official agency guidance. Individual eligibility outcomes cannot be guaranteed.

Verification: Last verified 27 May 2026, next review 27 August 2026.

Corrections: Please note that despite our careful verification process, errors may still occur. Email info@grantsforseniors.org with corrections and we will respond within 72 hours.

Disclaimer: This article is for informational purposes only and is not legal, financial, medical, tax, disability-rights, immigration, or government-agency advice. Program rules, policies, and availability can change. Readers should confirm current details directly with the official program before acting.

Last updated: 27 May 2026

Next review: 27 August 2026


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About the Authors

Analic Mata-Murray
Analic Mata-Murray

Managing Editor

Analic Mata-Murray holds a Communications degree with a focus on Journalism and Advertising from Universidad Católica Andrés Bello. With over 11 years of experience as a volunteer translator for The Salvation Army, she has helped Spanish-speaking communities access critical resources and navigate poverty alleviation programs.

As Managing Editor at Grants for Seniors, Analic oversees all content to ensure accuracy and accessibility. Her bilingual expertise allows her to create and review content in both English and Spanish, specializing in community resources, housing assistance, and emergency aid programs.

Yolanda Taylor
Yolanda Taylor, BA Psychology

Senior Healthcare Editor

Yolanda Taylor is a Senior Healthcare Editor with over six years of clinical experience as a medical assistant in diverse healthcare settings, including OB/GYN, family medicine, and specialty clinics. She is currently pursuing her Bachelor's degree in Psychology at California State University, Sacramento.

At Grants for Seniors, Yolanda oversees healthcare-related content, ensuring medical accuracy and accessibility. Her clinical background allows her to translate complex medical terminology into clear guidance for seniors navigating Medicare, Medicaid, and dental care options. She is bilingual in Spanish and English and holds Lay Counselor certification and CPR/BLS certification.