Your health and satisfaction are important to us.
If you have a problem or concern, please Contact Us. We will work with you to try to find a satisfactory solution to your problem.
You have rights as a member of our plan and as someone with Medicare. We pledge to honor your rights, to take your problems and concerns seriously, and to treat you with fairness and respect. However, if for some reason your issue is not settled to your satisfaction, there are formal steps you can take.
There are two types of formal processes for handling problems and concerns:
- If your problem is about benefits or coverage, refer to the process for Coverage Decisions and Appeals.
- If your problem is not about benefits or coverage, refer to the Grievance process.
The "Coverage Decisions and Appeals” and “Grievance” pages can be found in the sidebar navigation (within the “Coverage Information” section).
Medicare has approved both processes. To ensure fairness and prompt handling of your problems, each process has a set of rules, procedures and deadlines that must be followed by you and the plan.
Please refer to your Evidence of Coverage for more information.
