Complaints and Appeals
Learn more about processing Complaints, Grievances, Fair Hearings, and Appeals
At Trusted Health Plan™ (THP) we work hard to ensure that all of our members receive the care they need. We are committed to you and your family. Should you wish to file a dispute, claim or appeal, the following information will help. Below you will find information on filing complaints, grievances, and appeals.
If the care you received was less than satisfactory, or something happened to you when you received health care services from one of our providers you should file a complaint or grievance.
Examples of reasons you might file a Complaint / Grievance:
- The care you received was not satisfactory.
- You were not treated with respect.
- Getting an appointment took too long.
Complaints/ Grievances can be filed by speaking with your primary care provider or by contacting Member Services at 202-821-1100 or 1-(855)-872-1852. Your complaint/ grievance should be filed within 90 days of the event.
If your benefits have been denied, reduced, delayed or stopped due to reasons that you believe are incorrect or unfair, Trusted Health Plan™ members have the right to appeal the decision within 90 days of receiving a Notice of Action from Trusted Health Plan™.
Submit Written Appeals To:
Those who have been unfairly denied benefits also have the option of requesting a Fair Hearing from the DC Office of Administrative Hearings. A Fair hearing gives you the opportunity to tell an Administrative Law Judge why you think the decision made is incorrect or unfair. Fair Hearings can be requested by contacting the District government at:
District of Columbia Office Administrative Hearings Clerk of the Court 441 4th St., NW
Washington, DC 20001
Fair Hearings must also be requested within 90 days of receiving a Note of Action from Trusted Health Plan™.
Continuation of Service During Appeals and Fair Hearings
You have the option of continuing to receive benefits during your appeal or Fair Hearing but you must file an appeal or request for a Fair Hearing:
- Within 10 days from the postmark of the Note of Action.
- OR -
- Before the intended effective date of the proposed action.
If given your permission, your PCP may file an appeal or request a Fair Hearing on your behalf.