Medicare coverage decisions, grievance, + appeal rights

Complaints, premium assistance, + other important information

For more information, see your plan’s Evidence of Coverage (EOC). Contact Member Services at 1-877-232-7566 (TTY: 711) to learn more about our grievance and appeal numbers.

Coverage decisions

Coverage decisions are the first decision made by the plan on the medical care you are requesting or the drugs(s) or payment you need.

A standard coverage decision for medical care means we will give you an answer within 14 calendar days after we receive your request. A fast coverage decision means we will answer within 72 hours.

A standard coverage decision for drugs means we must give you our answer within 72 hours after we receive your request. For a fast coverage decision about the drug(s) or payment you need, we must give you our answer within 24 hours.

See the latest National Coverage Determination updates.

Extra Help for premium costs

If you receive Extra Help from Medicare to pay your Medicare prescription drug plan costs, your monthly premium will be reduced.  

Find out more about low-income premium subsidies

Requesting a coverage decision

To request a coverage decision for medical care, drugs, or payment, you, your appointed representative, or physician should contact us by telephone, fax, or mail at these numbers or addresses:

You, your prescriber, or member representative may ask for a coverage decision via secure email outlined in the CMS drug coverage determination form. 

Reimbursements

Requesting a Part D drug reimbursement

Mail or fax us a copy of the itemized prescription receipt along with a copy of the register receipt if available. Note: the register receipt alone is not adequate because it doesn’t have all pertinent information needed for reimbursement.

The itemized receipt should contain the following information:

• Pharmacy name, address, phone number
• Prescription (Rx) number
• Date of service
• Drug name
• National drug code (NDC)
• Quantity and day supply
• Provider name
• Member cost/responsibility

Mail to:
Dean Health Plan
Attn: Part D Member Claims Department
P.O. Box 1039
Appleton, WI 54912-1039
 
Fax: 1-855-673-6507

Requesting a Part C medical reimbursement

If you are requesting reimbursement, complete the patient's request for medical payment form. Mail the form along with your bill and documentation of any payment you've made. It is a good idea to make a copy of the bill and receipts for your records.

For Medicare Part C medical payment requests: 
Dean Health Plan Medicare Advantage
PO Box 853937
Richardson, TX 75085-3937

For Medicare Part D drug payment requests:
Dean Health Plan
Attn: Part D Member Claims Department
PO Box 1039
Appleton, WI 54912-1039 

Appeals + grievances

An appeal means we will review an unfavorable coverage determination. 

A grievance is any complaint or dispute (dissatisfaction) other than one involving an organization determination. It is different from a coverage determination request; it usually will not involve coverage or payment for Part D drug benefits or Part C medical benefits.

• We make grievance decisions as quickly as your case requires but no later than 30 calendar days after receiving your complaint.
• If you request a fast grievance, and your request meets our fast grievance criteria, we'll render a decision within 24 hours.

In most cases, you only have 60 calendar days from an event to file a grievance or appeal. You may be eligible to file a grievance or appeal after 60 calendar days when you provide a good cause reason for missing the deadline. If we do not accept your good cause reason, we will notify you in writing.

Part D drug appeals

You can file an appeal if you want us to reconsider a decision we have made about your Part D prescription drug benefits or cost sharing associated with your Part D drug coverage.

• A standard appeal decision means we have up to 7 calendar days from the time we receive your request to make a decision on a standard appeal.
• A fast appeal decision means we have up to 72 hours from the time we receive your request to make a decision on a fast appeal. This must be for a Part D drug you have not received.

Part C medical appeals

You can file an appeal if you want us to reconsider a decision we have made about your Part C medical prior authorization or Part C medical claim or cost share associated with your Part C medical coverage. 

• A standard appeal decision means we have up to 30 days (pre-service) or 60 days (post service) from the time we receive your request to make a decision.
• A fast appeal decision means we have up to 72 hours from the time we receive your request to make a decision.

Requesting a Part C medical or Part D drug grievance or appeal

You, your prescriber, or member representative may ask for a redetermination (appeal) using the Medicare redetermination request form.

To check status or to request a standard or fast grievance or an appeal, you, your appointed representative, or your prescribing physician should contact us by telephone, fax, mail, or hand-deliver at these numbers or addresses:

Part C Quality Improvement Organization (QIO) appeal

You may request a review by Livanta, a Quality Improvement Organization (QIO), if your complaint relates to one of the following situations:

• You have a complaint about the quality of care you have received.
• You think coverage for your hospital stay is ending too soon.
• You think coverage for your home health care, skilled nursing facility care, or Comprehensive Outpatient Rehabilitation Facility (CORF) services are ending too soon.

Livanta can be reached at 1-888-524-9900 or by mail at the following address:

Livanta BFCC-QIO
9090 Junction Drive, Suite 10
Annapolis Junction, MD 20701

You must act quickly when filing with Livanta as a request must be made before you leave the hospital and no later than your planned discharge date.

Appointing a representative

You may name a relative, friend, lawyer, advocate, doctor, or anyone else to act for you. Others may already be authorized by the court or in accordance with state law to act for you. If you want someone to act for you who is not already authorized by the court or under state law, then you and that person must sign and date a statement that gives the person legal permission to be your representative.

If you prefer that someone else acts on your behalf, fill out the CMS appointment of representative form and mail it. Or if you have questions, call Member Services.

Medicare complaint form

If you have complaints or concerns about Dean Advantage Plans and would like to contact Medicare directly, use the CMS complaint form.

You, your appointed representative, or your prescribing physician can check the complaint status or submit a complaint by telephone, fax, mail, or hand deliver at these numbers or addresses:

The Medicare Beneficiary Ombudsman

The Office of the Medicare Ombudsman (OMO) helps you with complaints, grievances, and information requests. See the Ombudsman website.

Other resources

Prescription drug coverage rights and responsibilities for members

As a Dean Advantage member, you can:

• Access prescription drugs at network pharmacies regardless of race, national origin, religion, physical ability, or source of payment.
• Receive prescription medications at a network or out-of-network pharmacy in an emergency. If you have to go to an out-of-network pharmacy, you may be responsible for paying the difference between what the plan would pay for a prescription filled at a network pharmacy and what the out-of-network pharmacy charged for your prescription.
• File a grievance and/or appeal for such things as exceptions and coverage determinations. Grievance and appeal procedures are in effect at all times.
• Be treated with dignity, respect, and right to privacy.
• Receive information about the plan.

Medicare prescription drug coverage and your rights

Your Medicare rights

You have the right to request a coverage determination from your Medicare drug plan if you disagree with information provided by the pharmacy. You also have the right to request a special type of coverage determination called an “exception” if you believe:

• You need a drug that is not on your drug plan’s list of covered drugs, also called a formulary
• A coverage rule (such as prior authorization or a quantity limit) should not apply to you for medical reasons; or
• You need to take a non-preferred drug and you want the plan to cover the drug at the preferred drug price

What you need to do

You or your prescriber can contact your Medicare drug plan to ask for a coverage determination by calling the plan’s toll-free phone number on the back of your plan membership card, or by going to your plan’s website.

You or your prescriber can request an expedited (24 hour) decision if your health could be seriously harmed by waiting up to 72 hours for a decision. Be ready to tell your Medicare drug plan:

• The name of the prescription drug that was not filled. Include the dose and strength, if known.
• The name of the pharmacy that attempted to fill your prescription.
• The date you attempted to fill your prescription.
• If you ask for an exception, your prescriber will need to provide your drug plan with a statement explaining why you need the off-formulary or non-preferred drug or why a coverage rule should not apply to you.
• Your Medicare drug plan will provide you with a written decision. If coverage is not approved, the plan’s notice will explain why coverage was denied and how to request an appeal if you disagree with the plan’s decision.

See your plan materials or call 1-800-Medicare for more information. Recorded and live help available 24 hours a day, seven days a week.