The calls nobody wants to make, with the words ready
Who to call, what to have in front of you, what to say, and the traps to avoid. The word "hospitalized" opens more doors than you'd expect. Use it.
Bank Get recognized on the account
Register a power of attorney or ask what the bank needs from you.
Who to call
The bank's main customer service number (on the back of the debit card or on a statement). Ask for the department that handles powers of attorney (often called "estate services" or "document review").
Have in front of you
The account holder's full name, address, and date of birth
The account number from a statement or checkbook
The signed power of attorney document, if there is one
A pen - you will get a case number or an address to submit to
What to say
“Hi, my name is [your name]. My family member is in the hospital and can't manage their accounts right now. I hold their durable power of attorney and I need to get it on file so I can help pay their bills. What is your process for that?”
“We're in the process of getting a power of attorney. In the meantime, can you tell me what documents your bank requires so we do it right the first time? Some banks have their own POA form - do you?”
“Can you note the account that a family member called about the account holder's hospitalization? And can I get a reference number for this call?”
Good to know
Banks review POA documents before honoring them. Submit it early; review can take days to weeks.
Ask if the bank has its own POA or "agent" form; using their form avoids delays.
If a joint account holder (e.g. a spouse) is on the account, they can act even without a POA.
Never say the account holder "can't make decisions" unless a doctor has said so. Describe the facts: "hospitalized and unable to handle finances right now."
Hardship Program Reduce or pause payments
Credit cards, personal loans, and medical bills often have options for those who ask.
Who to call
The lender's customer-service number. Ask for the "hardship", "financial relief", or "payment assistance" department.
Have in front of you
The account or latest bill number
Know roughly what the household can afford to pay right now (even if it's $0)
Have a one-sentence description of the situation: hospitalization, sudden loss of the person who managed finances
A pen
What to say
“My family member, the account holder, has had a medical emergency and is hospitalized. The family is stabilizing their finances. I'd like to know what hardship or payment-assistance programs you offer for situations like this.”
“Can payments be paused or reduced? Can interest be reduced or frozen during the hardship period? Can late fees be waived given the circumstances?”
“Will this program be reported to credit bureaus as anything other than "paid as agreed"? Can you send me the terms in writing before it starts?”
Good to know
Ask "what programs do you offer" rather than proposing one. They often have better options than you'd guess.
Be ready to write down exactly what they offer — program name, duration, what happens after. Then, get the details from them in writing and make sure they match.
A hardship plan is usually better than just ignoring the statements. Missed payments trigger fees, penalty rates, and credit damage.
Medical providers are the most flexible of all. Never pay a large hospital bill without asking for an itemized bill and financial assistance ("charity care") first.
Credit Card Make a payment by phone
Pay the bill when you can't access their online account.
Who to call
The number on the back of the credit card or on the statement
Have in front of you
Have the card or a statement (they will ask for the account number)
Have the cardholder's name, address, and date of birth
Have the routing and account number of the checking account you'll pay from
Know how much you want to pay - at least the minimum payment
What to say
“Hi, I'm calling to make a payment for my family member, who's in the hospital. I'm helping keep the bills current. Can you take a payment by phone from their checking account?”
“I understand you can't share account details with me. I'm not asking for any information. I only want to make a payment toward the account. Most issuers accept a payment from anyone. Can you transfer me to someone who can take it?”
“Is autopay set up on this account? I don't need the details - a yes or no helps me know whether this bill needs attention next month.”
Good to know
This process is likely to be automated. You may not even speak to a human.
Issuers will almost always accept money even from a non-authorized caller — they just won't disclose information to you.
Paying the minimum on time protects the credit score and stops late fees. You can sort the full balance out later.
Ask whether a hardship program exists (see the hardship call guide) if cash is tight.
Utilities Prevent shutoff
Keep critical services turned on and ask for hardship assistance.
Who to call
The customer service number on the utility bill
Have in front of you
The account number or the service address
Know whether anyone in the home depends on powered medical equipment
Know if any bills are already past due
What to say
“I'm calling about the account at (address). The account holder is hospitalized and the family is taking over the bills. I want to make sure service isn't interrupted while we get organized. Can you tell me the account's current status?”
“Given the medical situation, can you place a hold on any disconnection? Do you have a medical protection program or a payment plan we can set up today?”
Good to know
Most states require utilities to delay shutoff for medical hardship. The phrase to use is "medical certificate" or "medical protection".
If someone in the home uses oxygen, a CPAP, or other powered equipment, say so! That usually triggers stronger protections.
Payment plans for utilities are common. This is a normal thing to ask for, but the key is asking before you get a shutoff notice.
Insurance Stop a policy from lapsing
Start with life and long-term care policies, then health, homeowners, and auto.
Who to call
The insurer's customer service number: check the statements, policy documents, or the insurer's website
Have in front of you
The policy number, if you can find it
The policyholder's name, address, and date of birth
Be ready to make a premium payment by phone if it's overdue
What to say
“The policyholder is hospitalized and the family is making sure their policies stay in force. Can you tell me whether this policy is current, and when the next premium is due?”
“Is the policy in its grace period? I'd like to make the payment right now by phone so it doesn't lapse. Can you also note the medical circumstances on the account?”
“Does this policy have a waiver-of-premium provision for disability or hospitalization? And can we add a secondary addressee so a family member is notified before any future lapse?”
Good to know
Long-term care and life policies are the most dangerous to let lapse. They may be impossible to get back.
Most life/LTC insurers let you designate a "secondary addressee" who gets copied on lapse warnings. Add one.
A LTC policy may actually pay for the care you're arranging now. Ask for details on the claims process.
Mortgage Servicer Hardship options
Get forbearance and payment plan options for the biggest bill.
Who to call
The servicer's number on the mortgage statement (the company you pay, not necessarily the original lender)
Have in front of you
The loan number from a statement or coupon book
The property address
What to say
“My family member is hospitalized after a medical emergency and I'm helping the family keep the loan current. First, is the loan current today? When is the next payment due?”
“What options do you offer for medical hardship — forbearance, a repayment plan, or loan modification? What are the credit reporting consequences of each?”
“Are property taxes and homeowners insurance escrowed with the payment, or paid separately?”
Good to know
If taxes and insurance are NOT escrowed, they are separate bills you must find. A lapse for these is as serious as a missed mortgage payment.
Servicers are federally required to discuss these options. The word "hardship" is the key to starting the discussion.
Reverse mortgages have special occupancy rules when the borrower is out of the home. If it's a reverse mortgage, say so and ask what the occupancy requirements are.
Ask for the details of the program they're offering in writing before agreeing. Keep that email for your records.
Social Security Managing benefits
The SSA doesn't honor power of attorney. They have their own system.
Who to call
Social Security Administration: 1-800-772-1213 | M-F, 8a–7p local time
Have in front of you
The beneficiary's Social Security number, date of birth, and address
Account details for the account that receives the direct deposits, if you've found them
What to say
“My family member receives Social Security benefits and is currently unable to manage their finances due to hospitalization. I want to understand whether we need a representative payee arrangement, and how to apply.”
“Can you confirm benefits are being deposited normally? I don't expect any issues but want to check.”
Good to know
Expect to wait. The best times to call are early morning and Thursdays and Fridays.
The SSA doesn't honor powers of attorney. If they can't manage benefits long-term, a family member applies to be their "representative payee", which has to happen in person.
If they recover capacity, no representative payee is needed. Don't start the process unless the doctors expect long-term incapacity.
Benefits keep flowing during hospitalization. You can safely assume the deposits will keep coming.
Hospital Billing Slow down and ask for help
Never pay a big medical bill on the first phone call.
Who to call
The hospital's billing office
Have in front of you
The patient's name and date of birth
Any bills or explanation-of-benefits letters received so far
The patient's health insurance details, if you have them
What to say
“I'm helping manage finances for a current patient. Please send an itemized bill for all charges. Has this been billed to their insurance yet? Please don't send anything to collections while insurance is processing and the family is getting a power of attorney in place.”
“Does the hospital have a financial assistance or charity care program? How do we apply? Can billing be paused while the application is reviewed?”
“We're planning for discharge and ongoing care. Can you help us understand what Medicare will and won't cover, what facility options exist, and who helps with a Medicaid application if it comes to that?”
Good to know
Nonprofit hospitals are required to have financial-assistance policies. Applying often pauses collections.
Never put a medical bill on a credit card. You lose access to hardship programs and interest-free payment plans.
The hospital case manager or social worker is an amazing resource. Get to know them early. They can help you navigate the systems of their particular hospital.
Care Facility The first conversation
Check availability and understand the financial picture.
Who to call
The facility's admissions office
Have in front of you
Know the level of care doctors are recommending (rehab, skilled nursing, assisted living, memory care)
Know what insurance they have (Medicare, Medigap/Advantage, long-term-care insurance, Medicaid status)
A rough picture of monthly income and liquid assets - even the draft you worked on in the Plan phase
An extra set of ears - You're about to get a lot of details; they can help you remember.
What to say
“My family member is being discharged from (hospital name) soon, and the care team recommends (level of care). I'd like to understand availability, your base monthly cost, and what that cost does and doesn't include.”
“What does Medicare cover for this stay and for how long? What happens when Medicare days run out? Do you accept Medicaid if their funds eventually run out, and can they stay in the same bed after converting to Medicaid?”
“Please send the admission agreement in advance. We will not be signing as "responsible party" personally - the agreement will be signed under power of attorney on their behalf, with their funds.”
Good to know
NEVER sign an admission agreement as personal guarantor. Sign only as agent under POA ("Jane Doe, as agent for Robert Roe"). Facilities may not require a family guarantee as a condition of admission.
Medicare covers up to 100 days of skilled nursing after a qualifying hospital stay. Days 21–100 have a daily copay. It's rehab coverage, not long-term-care coverage.
"Do you accept Medicaid, and is bed-hold guaranteed on conversion?" is the question that matters most for long stays.
Ask for the facility's latest state inspection report, or look it up on Medicare.gov Care Compare.
Afloat is your navigator, and everything's free
- Step-by-step financial transition plan
- Shared family workspace
- Call guides filled in with your details
- Roles that give just the right amount of access
- No ads, ever