We’re here to help with your benefits questions and requests. The best way to reach our team is by email, so we can review your details in advance and give you the most accurate support possible.
Hours of Operation
Our support team is available:
Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time
Requests received outside of business hours will be responded to on the next business day.
Best Way to Contact Us: Email
Email: support@sterlingbrokers.com
Sending us an email is the fastest and most effective way to get help because it allows our team to:
Review your plan and account details before replying
Check information with your insurance carrier if needed
Keep a clear record of your request and our response
When emailing us, please include:
Your full name
Your company name
A brief description of what you need help with
This helps us respond more quickly and accurately.
Phone Support
Phone: 1-877-793-7222
You can also contact us by phone during our business hours if you prefer to speak with someone directly. If a team member is unable to answer your call, please leave a voicemail and provide the following information:
Your full name
Your company name
A brief description of what you need help with
A team member will call you back as soon as possible.
Who Should You Contact: Sterling or the Insurance Carrier?
Some questions are best handled by Sterling, while others can be answered more quickly by your insurance carrier. Use the guide below to help decide who to contact.
Contact Sterling for help with:
Understanding your benefits coverage
Questions about how to use your plan
Enrolment or life event changes (for example: marriage, new dependents, or loss of other coverage)
Help finding forms or plan documents
Issues that involve more than one benefit provider
When you’re not sure who to contact — we can point you in the right direction
Contact your insurance carrier directly for:
Claims status and payment details
Direct deposit or banking changes
Requesting ID cards
Coverage confirmations
Provider searches (finding a doctor, dentist, or pharmacy in-network)
Updating personal information with the carrier
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Urgent requests:
Time-sensitive claims
Prescription or pharmacy issues
Access to care concerns
If your issue is urgent and it is outside of Sterling’s business hours, you may wish to contact your insurance carrier directly for immediate assistance. Sterling will still be happy to help follow-up once we reopen.
Your carrier’s contact information can usually be found:
On your benefits card
On their website or member portal
Not Sure Who to Contact?
Start with Sterling.
Emailing support@sterlingbrokers.com is always a good first step. If your question is better handled by your insurance carrier, we’ll let you know and help guide you.