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Grievances, appeals and determinations

What’s important to you is important to us. If you’re ever dissatisfied with any aspect of your plan, please contact us so we can resolve your concerns quickly.

Ways to resolve concerns

You have several options to address and resolve any concerns you have with your health plan, including:

Contact us

If you have a complaint or a problem, contact us. We may be able to resolve your complaint over the phone. You can also contact us for information on how to obtain an aggregate number of grievances, appeals and exceptions filed with HAP.

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You also may refer to Chapter 7 or Chapter 9 in your Evidence of Coverage, titled: What to do if you have a problem or complaint (coverage decisions, appeals, complaints).

If you prefer to contact Medicare, you can call (800) Medicare (800-633-4227) or TTY/TDD (877) 486-2048 24 hours a day, seven days a week. Or you can file a complaint on the Medicare website.

To obtain an aggregate number of grievances, appeals and exceptions filed with the plan, contact us.

The time to complete standard service and fast requests may be extended by up to 14 days if we need more information and the extension is in your best interest. if we take an extension, we will notify you in writing of the reason we need more time. You may file an expedited grievance if you disagree with our decision to take an extension. You may also request a 14 day extension if you need more time to provide us with additional information.

If you have a complaint or a problem, contact us right away. We may be able to resolve your complaint or approve a request over the phone.

This information is not a complete description of benefits. For more information call Medicare Michigan customer service at (800) 868-9885 (TTY: 711) 8 a.m. to 8 p.m., seven days a week (Oct. 1 – March 31) / 8 a.m. to 8 p.m., Monday through Friday (April 1 - Sept. 30).

Health Alliance Plan (HAP) has HMO, HMO-POS, PPO plans with Medicare contracts. HAP Medicare Complete Duals (HMO D-SNP) is a Medicare health plan with a Medicare contract and a contract with the Michigan Medicaid Program. Enrollment depends on contract renewals.

Have Medicare questions?

(800) 868-9885 (TTY:711)

Monday-Friday; 8 am to 8 pm