Your satisfaction is important to us. If you are ever dissatisfied with any aspect of our plans or providers, you can file a grievance. We have a process in place to make sure your concern is resolved as quickly as possible.

What is a Grievance?
A Grievance is the type of complaint you make about any problem with HAP or a provider unrelated to coverage decisions. For example, you would file a grievance if you have a problem with such things as the quality of your care, waiting times for appointments, or the cleanliness or condition of your doctor's office. For complaints about a decision we've made about what services or benefits are covered for you or what will pay for a service or benefit, you need to file an Appeal.

The Grievance Process
You must file your grievance within 60 days of the event that gives rise to the grievance. You may file a grievance either orally or in writing, by one of the following methods:

By Phone:

HAP Senior Plus Client Services
(313) 664-7015 or
(800) 801-1770 toll-free
TDD: (800) 956-4325 toll-free

Alliance Medicare PPO Client Services
(313) 664-9050
(888) 658-2536 toll-free
TDD: (800) 956-4325 toll-free

Alliance Medicare Rx Client Services
(313) 664-9064
(800) 765-3436 toll-free
TDD: (800) 956-4325 toll-free

Office Hours:
Monday - Friday 8 a.m. to 8 p.m.
Saturday 8 a.m. to noon.
At all other times, you may access our Interactive Voice Recording system at the same number.

Extended hours from November 15 - March 1:
7 days a week, including holidays, 8 a.m. to 8 p.m.

By Fax: (313) 664-5866

In Writing:

Health Alliance Plan
ATTN: Medicare Advantage Grievances
2850 West Grand Boulevard
Detroit, MI 48202

If you file a standard grievance, we will respond within 30 calendar days after receiving your complaint.

If you file an expedited grievance, we will respond within 24 hours of receiving your complaint. Please contact Client Services for information about filing an expedited grievance.

Appointing someone to act on your behalf
You may have another person file a grievance on your behalf. To safeguard your privacy, you will need to complete a written Authorization for Disclosure of Protected Health Information (requires Adobe Reader) to allow us to talk to your representative about your health care or coverage. Mail the completed form to the Client Services address above.

Quality of Care Issues
If you are concerned about the quality of care you received, including care during a hospital stay, you can also complain to an independent organization called the Michigan Peer Review Organization (MPRO). You can write or call MPRO at:

Michigan Peer Review Organization
22670 Haggerty Road, Suite 100
Farmington Hills, MI 48335
(800) 365-5899