Grievances or complaints
A grievance is a type of complaint you make about us or one of our network providers or pharmacies, including a complaint concerning the quality of your care. This type of complaint does not involve coverage or payment disputes.
What types of problems might lead you to file a grievance?
- Problems with the service you receive from Customer Service
- Problems with how long you have to wait at a network pharmacy
- Having to wait too long to get your prescriptions filled
- You believe our notices and other written materials are hard to understand
You have the right to ask Customer Service for a summary of information about the appeals and complaints filed by other members.
How to file
Please call Customer Service if you have a complaint. We will work to resolve your complaint over the phone. We will send you a written response if you ask. We have a formal procedure called our Medicare Advantage Grievance and Resolution Process for complaints we cannot resolve over the phone. You can use this formal procedure by sending us your complaint in writing or by asking Customer Service to help you document a complaint.
Customer Service
Phone
1-833-574-6031
Hours:
October 1 to March 31: 8 a.m. to 8 p.m., seven days a week.
April 1 to September 30: 8 a.m. to 8 p.m., Monday through Friday.
Fax
208-519-3965
Mail
P.O. Box 9018
Boise, ID 83707-9018
We will mail an acknowledgement letter to confirm the facts and basis of written grievances. You will receive a written response to your complaint from us within thirty days of the day we receive your grievance. In some instances we will need additional time to address your concern. For questions on the status of an appeal you may call 833-574-6031 (TTY 711). See your Evidence of Coverage for more information about appeals and grievances.
File directly to Medicare
To file a complaint directly to Medicare, you can do so by calling 1-800-MEDICARE (1-800-633-4227). TTY users can call 1-877-486-2048. Or you can submit the Medicare Complaint Form online.
Marketing complaint
To file a marketing complaint call Medicare at 1-800-MEDICARE (24 hours a day/7 days a week) or Range Health, Inc. at 1-833-574-6031 (TTY: 711). It is important to provide an agent or broker name with your complaint.