Written Inquiries

Published 06/28/2022

Providers and suppliers can submit written inquiries regarding their Medicare questions to Palmetto GBA Railroad Medicare by mail, fax, via our eServices online portal or by email. To ensure your written requests are processed in a timely manner, please state your question or concern as clearly as possible and include the following information:

  • Provider’s name 
  • National Provider Identifier (NPI)
  • Provider Transaction Access Number (PTAN) — Railroad Medicare inquiries should include the provider’s Railroad Medicare PTAN
  • Last five digits of the Tax Identification Number (TIN)
  • Provider’s Address — must match the provider’s Railroad Medicare enrollment file
  • Beneficiary’s last name 
  • Beneficiary first name or initial
  • Medicare number
  • Date of service (for processed claim information) or beneficiary date of birth (for eligibility)
  • Your contact name and phone number

To ensure Railroad Medicare receives all of the information necessary to answer your inquiry, please use the Railroad Medicare Provider Contact Center — Written Inquiry Request form available on our Forms page, or the secure online version of the form available in our eServices portal. 

We encourage you to submit your written inquiries through our eServices portal. Using eServices saves you time and allows you to track the receipt of your request. If applicable, you can attach documentation to the online Written Inquiry Request Form by uploading a PDF attachment. eServices account administrators can also elect to receive eDelivery of general inquiry responses. For more information about registering for and using the eServices portal, please see our eServices Portal resources.

Via U.S. Mail

Palmetto GBA Railroad Medicare
Provider Contact Center 
P.O. Box 10066
Augusta, GA  30999

Via FedEx, USPS, Certified Mail

Palmetto GBA Railroad Medicare
2743 Perimeter Parkway, Bldg. 200
Augusta, GA 30999

Via. Fax 

(803) 264–9844

You can email a general inquiry to Railroad Medicare using the Email Us link on our Contact Us page. In order to ensure your privacy, please do not transmit Protected Health Information including any of the following information to Palmetto GBA via email. Revealing this information online could expose you or others as a target for Medicare fraud and abuse.

  • Personal information, including Social Security numbers, which you would like to keep private
  • Beneficiary information, including Health Insurance Claim (HIC) numbers or Medicare Beneficiary Identifiers (MBIs), coinsurance and deductible information, dates of Medicare entitlement, copies of or information from Medicare claim forms, Medicare reports of eligibility, and Medicare Summary Notices (MSNs)
  • Information covered under the Freedom of Information Act (1967) and/or the Privacy Act of 1974
  • Claim-specific data

Email responses to your questions will be processed according to Centers for Medicare & Medicaid Services standard timeliness guidelines for all written inquiries. For an immediate response to your questions, providers should call the Railroad Medicare Provider Contact Center (PCC) at 888–355–9165. Customer Service Advocates are available from 8:30 a.m. to 4:30 p.m. for all time zones, with the exception of PT, which receives service from 8 a.m. to 4 p.m.

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