Medicare Complaints, Grievances, and Appeals

This is a summary of the process and contact information for Coverage Decisions, Complaints, Appeals & Grievances with Virginia Premier. Many issues or concerns can be promptly resolved by calling Member Services at 1-877-739-1370 (TTY: 711).From October 1 to March 31, we are open daily from 8:00 am to 8:00 pm, 7 days a week. From April 1 through September 30, we are open Monday through Friday, 8:00 am to 8:00 pm. On certain holidays and weekends from April 1 through September 30, your call will be handled by our automated phone system.

If you have not already done so, you may want to first contact Member Services before submitting one of the forms below. Complete information about Coverage Decisions, Complaints, Appeals and Grievances can be found in your plan’s Evidence of Coverage.

A coverage decision is an initial decision we make about your benefits and coverage or about the amount we will pay for your medical services, items, or Part B drugs. We are making a coverage decision whenever we decide what is covered for you and how much we pay.

If you or your doctor are not sure if a service, item, or Part B drug is covered by Virginia Premier, either of you can ask for a coverage decision before the doctor gives the service, item, or Part B drug. Sometimes a coverage decision is also called an organization determination.

How can I file a coverage decision to get a medical, behavioral health or long-term care service or Part B drug?

To ask for a coverage decision, call, write, or fax us, or ask your representative or doctor to ask us for a decision.

You can call us at: 1-877-739-1370 (TTY:711)
You can fax us at: 800-289-4970
You can write to us at:
Virginia Premier
Attn: Grievances & Appeals
PO box 5244
Richmond, VA 23220-0244

How long does it take to get a coverage decision?

Once we receive your request, it usually takes up to 14 calendar days after you asked. If we don’t give you our decision within 14 calendar days, you can appeal. Making an appeal means asking us to review our decision. Sometimes we need more time, and we will send you a letter telling you that we need to take up to 14 more calendar days.

Can I get a coverage decision faster?

Yes. If you need a response faster because of your health, you should ask us to make a “fast coverage decision.” If we approve the request, we will notify you of our decision within 72 hours.

Asking for a fast coverage decision:

If you request a fast coverage decision, start by calling, writing, or faxing our plan to ask us to cover the care you want. You can call us at 1-877-739-1370 (TTY: 711). You can also have your doctor or your representative call us.

You must meet the following two requirements to get a fast coverage decision:

If you are asking for coverage for medical care or an item you have not yet received. (You cannot get a fast coverage decision if your request is about payment for medical care or an item you have already received.)
If the standard 14-day deadline could cause serious harm to your health or hurt your ability to function

If your doctor says that you need a fast coverage decision, we will automatically give you one.

If you ask for a fast coverage decision, without your doctor’s support, we will decide if you get a fast coverage decision. Please see your plan’s Evidence of Coverage for additional information.

If the coverage decision is Yes, when will I get the service or item?

You will be able to get the service or item within 14 calendar days (for a standard coverage decision) or 72 hours (for a fast coverage decision) of when you asked. If we extended the time needed to make our coverage decision, we will provide the coverage by the end of that extended period.

If the coverage decision is No, how will I find out?

If the answer is No, we will send you a letter telling you our reasons for saying no. If we say no, you have the right to ask us to reconsider – and change – this decision by making an appeal. Making an appeal means asking us to review our decision to deny coverage. If you decide to make an appeal, it means you are going on to Level 1 of the appeals process.

A Coverage Determination is a decision about whether a Part D drug prescribed for you is covered by the plan and the amount, if any, you are required to pay for the prescription. In general, if you bring your prescription to a pharmacy and the pharmacy tells you the prescription isn’t covered under your plan, that isn’t a coverage determination. You need to call or write to your plan to ask for a formal decision about the coverage. For more information, check your plan’s Evidence of Coverage.

A member, member representative or prescribing physician can request to initiate a coverage determination. You can request it by either:

Phone:
- “For Advantage Elite members you can call 1-855-408-0010 (TTY 711); 24 hours a day, 7 days a week”
- “For Advantage Gold and Advantage Platinum members you can call 1-844-838-0705 (TTY 711); 24 hours a day, 7 days a week”
Fax: 1-844-503-7231
Mail:
Envision Rx Options
Attn: Coverage Determination Department
2181 East Aurora Road
Twinsburg, OH 44087
Completing the online Prior Authorization (coverage determination) form at PromptPA

If your coverage determination is denied for your Part D drug, you may request a redetermination. Visit your plan’s Evidence of Coverage for more information.

How long does it take to get a coverage decision for Part D drugs?

We will give you an answer on a standard coverage decision within 72 hours. We will give you an answer on reimbursing you for a Part D drug you already paid for within 14 calendar days.

If you are asking for an exception, include the supporting statement from the doctor or other prescriber.
You or your doctor or other prescriber may ask for a fast decision. (Fast decisions usually come within 24 hours.) Please check your plan’s Evidence of Coverage for more information.

An appeal is a formal way of asking us to review our decision and change it if you think we made a mistake. For example, we might decide that a service, item, or Part D drug that you want is not covered or is no longer covered by Virginia Premier. If you or your doctor disagree with our decision, you can appeal.

How do I file an appeal?

To start your appeal, you, your doctor or another provider, or your representative must contact us in writing or by phone.

You can submit a written request to the following address:
Virginia Premier
Attn: Grievance & Appeals
PO Box 5244
Richmond, VA 23220
Or by faxing a written request to: 800-289-4970.
You may also ask for an appeal by calling us at 1-877-739-1370 (TTY: 711).
You can also email us at grievancesandappeals@vapremier.com
Appeal online using our Appeals Submission Tool below.

Can someone else make the appeal for me?

Yes. Your doctor or another provider can make the appeal for you. Also, someone besides your doctor or another provider can make the appeal for you, but first you must complete an Appointment of Representative form. The form gives the other person permission to act for you. You can download an Appointment of Representative form, call Member Services and ask for one, or visit the Medicare website. The form will give the person permission to act for you. You must give us a copy of the signed form. If the appeal comes from someone besides you or your doctor or another provider, we must receive the completed Appointment of Representative form before we can review the appeal.

How much time do I have to make an appeal?

You must ask for an appeal within 60 calendar days from the date of the letter we sent to tell you our decision. If you miss this deadline and have a good reason for missing it, we may give you more time to make your appeal. Examples of a good reason are: you had a serious illness, or we gave you the wrong information about the deadline for requesting an appeal.

Can my doctor give you more information about my appeal?

Yes, you and your doctor may give us more information to support your appeal.
When will I hear about a “standard” appeal decision?

If your appeal is about:

A Part D drug — You’ll get a decision in 7 calendar days.
A non-Part D drug or a Medicare-covered service – You’ll get a decision in 30 calendar days. We can also take up to 14 extra calendar days if we need more information.

When will I hear about a “fast” appeal decision?

If your appeal is about:

A Part D drug — You’ll get a decision in 24 hours.
A non-Part D drug or a Medicare-covered service – You’ll get a decision in 72 hours. We will give you our answer sooner if your health requires us to do so. However, if you ask for more time, or if we need to gather more information, we can take up to 14 more calendar days. If we decide to take extra days to make the decision, we will tell you by letter.

If our answer is yes to part or all of what you asked for, we must authorize or provide the coverage within 72 hours after we get your appeal.

If our answer is no to part or all of what you asked for, we will send you a letter. If you disagree with that decision, you will have further appeal rights. You will be notified of those appeal rights if this happens. You can see your plan’s Evidence of Coverage for more information.

How can I get an aggregate number of grievances, appeals, and exceptions filed with Virginia Premier?

Please call us at 1-877-739-1370 (TTY: 711).

A grievance is a complaint and does not involve a request for payment, a request for authorization for services or a request for an appeal of denied services by Virginia Premier. For example, you would file a grievance if:

You are unhappy with the quality of care, such as the care you got in the hospital.
You think that someone did not respect your right to privacy or shared information about you that is confidential.
A health care provider or staff was rude or disrespectful to you.
Virginia Premier staff treated you poorly.
You think you are being pushed out of the plan.
You cannot physically access the health care services and facilities in a doctor or provider’s office.
You are having trouble getting an appointment, or waiting too long to get it.
You think the clinic, hospital or doctor’s office is not clean
Your doctor or provider does not provide you with an interpreter during your appointment.
You think we failed to give you a notice or letter that you should have received.
You believe that we are not meeting our deadlines for making a coverage decision or answering your appeal.

How to file a complaint (grievance)

Call Member Services at 1-877-739-1370 (TTY: 711). The complaint must be made within 60 calendar days after you had the problem you want to complain about. If there is anything else you need to do, Member Services will tell you.

You can also write your complaint and send it to us. If you put your complaint in writing, we will respond to your complaint in writing:
Virginia Premier
Attn: Grievance & Appeals
P.O. Box 5244
Richmond, VA 23220
Grievances and Appeals Fax Number: 800-289-4970

If you are making a complaint because we denied your request for a “fast coverage decision” or a “fast appeal,” we will automatically give you a “fast complaint” and respond to your complaint within 24 hours.

If possible, we will answer you right away. If you call us with a complaint, we may be able to give you an answer on the same phone call. If your health condition requires us to answer quickly, we will do that.

Most complaints are answered in 30 calendar days. If we need more information and the delay is in your best interest, or if you ask for more time, we can take up to 14 more calendar days (44 calendar days total) to answer your complaint
If we do not agree with some or all of your complaint we will tell you and give you our reasons. We will respond whether we agree with the complaint or not.

You can also send your complaint to Medicare. Medicare takes your complaints seriously and will use this information to help improve the quality of the of the Medicare program. Please feel free to call 1-800-MEDICARE (1-800-633-4227). TTY/TDD users can call 1-877-486-2048. The call is free. In lieu of calling, you can also find the Medicare Complaint Form online.

You can ask any of these people for help regarding coverage decisions or making an appeal:

You can call us at Member Services at 1-877-739-1370 (TTY: 711).
Call the Office of the Managed Care Ombudsman for free help. The Office of the Managed Care Ombudsman helps people enrolled in a managed care health plan. The phone number is 1-877-310-6560.
Call the Office of the State Long-Term Care Ombudsman for free help. The Office of the State Long-Term Care Ombudsman helps people receiving long-term care services. The phone number is 1-800-552-3402.
Call the Medicare Ombudsman at 1-800-MEDICARE or visit the website.
Call the Virginia Insurance Counseling and Assistance Program (VICAP) for free help. The VICAP is an independent organization. It is not connected with this plan. The phone number is 1-800-552-3402.
If you feel you have used all your options with us, you may submit a Medicare complaint form on the Medicare website .
Talk to your doctor or another provider. Your doctor or another provider can ask for a coverage decision or appeal on your behalf.
Talk to a friend or family member and ask him or her to act for you. You can name another person to act for you as your “representative” to ask for a coverage decision or make an appeal. If you want a friend, relative, or another person to be your representative, you can get the form on the Medicare website. The form will give the person permission to act for you. You must give us a copy of the signed form.
You also have the right to ask a lawyer to act for you. You may call your own lawyer, or get the name of a lawyer from the local bar association or another referral service. Some legal groups will give you free legal services if you qualify. If you want a lawyer to represent you, you will need to fill out the Appointment of Representative form. However, you do not have to have a lawyer to ask for any kind of coverage decision or to make an appeal.

Appeals Submission Tool

Because we, Virginia Premier, denied your request for coverage of (or payment for) a particular service, you have the right to ask us for an appeal of our decision. You have 60 days from the date of our Integrated Denial Notice or Denial of Medicare Prescription Drug Coverage to ask us for an appeal.

Who May Make a Request: You or your provider may ask us for an appeal on your behalf. If you want another individual, such as a family member or friend, to request an appeal for you, that individual must be your representative. Contact us to learn how to name a representative.

Note: All fields marked with an asterisk (*) are required.

Person Making Request*
- Member
- Provider
- Other Representative
Member's Name*
First Last
Date of Birth*
Date Format: MM slash DD slash YYYY
Member's Address*
Street Address Address Line 2 City State ZIP Code
Phone
Member ID #*
Complete the following section ONLY if the person making this request IS NOT the member or provider:
Requestor's Name
First Last
Requestor's Relationship to Member
Requestor's Address
Street Address Address Line 2 City State ZIP Code
Phone
Representation documentation for requests made by someone other than member or the member’s provider:
Attach documentation showing the authority to represent the member (a completed Authorization of Representation Form CMS-1696 or a written equivalent). For more information on appointing a representative, contact your plan or 1-800-Medicare.

Authorization of Representation Form CMS-1696
File
Accepted file types: doc, docx, pdf.
Prescription drug or service you are requesting:
Name of Drug
Name of Service
Provider's Information
Name*
First Last
Address*
Street Address Address Line 2 City State ZIP Code
Phone*
Fax
Office Contact Person
Important Note: Expedited Decisions
If you or your prescriber believe that waiting 7 days for a standard decision could seriously harm your life, health, or ability to regain maximum function, you can ask for an expedited (fast) decision. If your prescriber indicates that waiting 7 days could seriously harm your health, we will automatically give you a decision within 72 hours. If you do not obtain your prescriber's support for an expedited appeal, we will decide if your case requires a fast decision. You cannot request an expedited appeal if you are asking us to pay you back for a drug you already received.

For Part D please allow
- 72 hours — expedited (fast) requests
- 7 calendar days — standard requests
For Part C please allow

72 hours — expedited (fast) requests
30 calendar days — standard requests or 60 calendar days — standard payment requests.

Expedited appeal requests can be made by phone at 1-877-739-1370

Check this box if you believe you need a decision within 72 hours.

I need a decision within 72 hours

If you have a supporting statement from your prescriber, attach it to this request.

Please explain your reasons for appealing:*

Medicare Complaints, Grievances, and Appeals

Appeals Submission Tool

Complete the following section ONLY if the person making this request IS NOT the member or provider:

Representation documentation for requests made by someone other than member or the member’s provider:

Prescription drug or service you are requesting:

Provider's Information

Important Note: Expedited Decisions

Insurance Options

Member Resources

Tools for Providers

Virginia Premier

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