# Call guides for a family financial emergency 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. ## 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:** - *Introduce the situation:* "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?" - *If you don't have a POA yet:* "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?" - *Ask before hanging up:* "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:** - *Why you're calling:* "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." - *Ask specifically:* "Can payments be paused or reduced? Can interest be reduced or frozen during the hardship period? Can late fees be waived given the circumstances?" - *Before agreeing to anything:* "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:** - *The ask:* "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?" - *If they can't verify you:* "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?" - *While you have them:* "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:** - *Introduce yourself:* "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?" - *If anything is past due:* "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:** - *Get the facts:* "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?" - *If a payment was missed:* "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?" - *For life or long-term care policies:* "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:** - *Check the status:* "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?" - *If payments will be hard to make:* "What options do you offer for medical hardship — forbearance, a repayment plan, or loan modification? What are the credit reporting consequences of each?" - *Also ask:* "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:** - *Get your options:* "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." - *Also confirm:* "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:** - *To the billing office:* "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." - *Always ask:* "Does the hospital have a financial assistance or charity care program? How do we apply? Can billing be paused while the application is reviewed?" - *To the social worker / case manager:* "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:** - *Get the basics:* "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." - *The money questions:* "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?" - *Before signing anything:* "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 offers general information and organization tools, not legal, financial, or medical advice. Laws vary by state. For power of attorney, guardianship, and Medicaid questions, consult an elder-law attorney.