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7
Contacting Us
Your Personal Service Coordinator
As a new member, you will have a personal service coordinator to assist you for the first two years of
your membership. Think of your personal service coordinator as your health plan guide, mentor and
information operator. Your personal service coordinator will explain how to get the care you need and
make the most of your benefits and coverage. He/she can help you choose your PCP, register online at
hap.org
or get information about your plan benefits.
Customer Service
We are here to listen to your needs and concerns. If you have a question, we have an answer.
Our award-winning Customer Service specialists are here for you no matter how you choose to contact
us. We like to hear about the times when things are going well. We know that there may be times, in
spite of our best efforts, when things don’t go as well as they should. If so, you may submit a formal
complaint with us. Most problems can be resolved quickly, so let us know the moment a problem
comes up.
Phone
(866) 766-4709 TDD (800) 649-3777
Monday through Friday, 7 a.m. to 7 p.m.
Saturday, 8 a.m. to noon
Automated Services Line:
(877) 427-3678
24 hours a day, seven days a week
Write to Us
HAP
ATTN: Customer Service
2850 W. Grand Boulevard
Detroit, MI 48202
Email through hap.org
Log in at
hap.org
and select Send & Receive
Messages. Any message sent this way is safe and
secure. We respond during normal business hours.
Visit Us in Person
Detroit Lobby
Monday through Friday, 8:30 a.m. to 4:30 p.m.
2850 W. Grand Boulevard
Detroit, MI 48202
Southfield Lobby
Monday through Friday, 8:30 a.m. to 4:30 p.m.
21700 Northwestern Highway
Southfield, MI 48075
Help in Other Languages
If you’re more comfortable with a language other
than English, call Customer Service to arrange for
translation services. This is a free service.
What’s Covered?
Preventive and medically necessary health care services and supplies if:
• Approved by health plan administrator
• Your doctor approves them
• It is required in an emergency or urgent care scenario
In general, your plan does not cover any service that is not medically necessary, such as:
• Cooking, bathing and other activities of daily living
• Long-term care
• Private-duty nursing
• Private rooms
• Cosmetic surgery, such as breast enhancement (unless mastectomy has been performed)
• Liposuction
• Experimental services
• Investigative services
• Care that is not approved by your PCP
(except emergency care, out-of-area urgent care and OB/GYN care)
For a complete list of covered and non-covered services, see your plan documents. For a copy of these
documents, contact Customer Service. You can also log in at
hap.org
to see if a service is covered and
what your cost-sharing amount might be. Log in and choose
Procedure Lookup
. Then type the
procedure code given by your doctor.
Cost-Sharing Responsibilities
There are three main types of costs that you may need to pay:
1. Deductible.
The amount you owe for certain covered services before your health plan begins to
pay for them. There are per-person (individual) deductible amounts and family deductible
amounts.
2. Copay.
A set amount you pay each time for a covered service, or the purchase of prescriptions or
other medical supplies. The copay amount can vary by the type of covered health care service.
3. Coinsurance.
The percentage of charges for certain covered services that you pay after your
deductible has been met. (Coinsurance can vary by plan and some plans don’t have it at all.)
These amounts are specific to your benefit package.
This information can also be found in your plan documents.