Health Care Insurer Appeals Process Information Packet

DSM.AZ.App.Packet.2016

DSM USA Insurance Company, Inc.

CAREFULLY READ THE INFORMATION IN THIS PACKET AND KEEP IT

FOR FUTURE REFERENCE. IT HAS IMPORTANT INFORMATION ABOUT

HOW TO APPEAL DECISIONS WE MAKE ABOUT YOUR HEALTH CARE.

Getting Information About the Health Care Appeals Process

Help in Filing an Appeal: Standardized Forms and Consumer Assistance From

the Department of Insurance

We must send you a copy of this information packet when you first receive your policy,

and within 5 business days after we receive your request for an appeal. When your

insurance coverage is renewed, we must also send you a separate statement to remind you

that you can request another copy of this packet. We will also send a copy of this packet

to you or your treating provider at any time upon request. Just call our customer/member

services number at (844) 876-3981 to ask.

At the back of this packet, you will find forms you can use for your appeal. The Arizona

Insurance Department (“the Department”) developed these forms to help people who

want to file a health care appeal. You are not required to use them. We cannot reject

your appeal if you do not use them. If you need help in filing an appeal, or you have

questions about the appeals process, you may call the Department’s Consumer Assistance

Office at (602) 364-2499 or 1-(800) 325-2548 (outside Phoenix) or call us at (844) 876-

3981.

How to Know When You Can Appeal

When we do not authorize or approve a service or pay for a claim, we must notify you of

your right to appeal that decision. Your notice may come directly from us, or through

your treating provider.

Decisions You Can Appeal

You can appeal the following decisions:

1. We do not approve a service that you or your treating provider has requested.

2. We do not pay for a service that you have already received.

3. We do not authorize a service or pay for a claim because we say that it is not

“medically necessary.”

4. We do not authorize a service or pay for a claim because we say that it is not

covered under your insurance policy, and you believe it is covered.

5. We do not notify you, within 10 business days of receiving your request,

whether or not we will authorize a requested service.

6. We do not authorize a referral to a specialist.

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Decisions You Cannot Appeal

You cannot appeal the following decisions:

1. You disagree with our decision as to the amount of “usual and customary

charges.”

2. You disagree with how we are coordinating benefits when you have health

insurance with more than one insurer.

3. You disagree with how we have applied your claims or services to your plan

deductible.

4. You disagree with the amount of coinsurance or copayments that you paid.

5. You disagree with our decision to issue or not issue a policy to you.

6. You are dissatisfied with any rate increases you may receive under your

insurance policy.

7. You believe we have violated any other parts of the Arizona Insurance Code.

If you disagree with a decision that is not appealable according to this list, you may still

file a complaint with the Arizona Department of Insurance, Consumer Affairs Division,

2910 N. 44 Street, Suite 210, Phoenix, AZ 85018.

Who Can File An Appeal?

Either you or your treating provider can file an appeal on your behalf. At the end of this

packet is a form that you may use for filing your appeal. You are not required to use this

form, and can send us a letter with the same information. If you decide to appeal our

decision to deny authorization for a service, you should tell your treating provider so the

provider can help you with the information you need to present your case.

Description of the Appeals Process

There are two types of appeals: an expedited appeal for urgent matters, and a standard

appeal. Each type of appeal has 3 levels. The appeals operate in a similar fashion, except

that expedited appeals are processed much faster because of the patient’s condition.

Level 1.

Expedited Appeals

(for urgently needed services

you have not yet received)

Expedited Medical Review

Standard Appeals

(for non- urgent services or denied

claims)

Informal Reconsideration

Level 2 Expedited Appeal Formal Appeal

Level 3 Expedited External Independent External Independent Medical

Medical Review Review

We make the decisions at Level 1 and Level 2. An outside reviewer, who is completely

independent from our company, makes Level 3 decisions. You are not responsible to pay

the costs of the external review if you choose to appeal to Level 3.

DSM.AZ.App.Packet.2016

EXPEDITED APPEAL PROCESS FOR URGENTLY NEEDED SERVICES

NOT YET PROVIDED

Level 1. Expedited Medical Review

Your request: You may obtain Expedited Medical Review of your denied request for a

service that has not already been provided if:

 You have coverage with us,

 We denied your request for a covered service, and

 Your treating provider certifies in writing and provides supporting

documentation that the time required to process your request through the

Informal Reconsideration and Formal Appeal process (about 60 days) is

likely to cause a significant negative change in your medical condition. (At

the end of this packet is a form that your provider may use for this purpose.

Your provider could also send a letter or make up a form with similar

information.) Your treating provider must send the certification and

documentation to:

Name: DentaQuest

Title: Grievances and Complaints Department

Address: P.O. Box 2906

Milwaukee, WI 5320-2906

Phone: (844) 876-3981

Fax: (262) 241-7379

Our decision: We have 1 business day after we receive the information from the

treating provider to decide whether we should change our decision and authorize your

requested service. Within that same business day, we must call and tell you and your

treating provider, and mail you our decision in writing. The written decision must

explain the reasons for our decision and tell you the documents on which we based our

decision.

If we deny your request: You may immediately appeal to Level 2.

If we grant your request: We will authorize the service and the appeal is over.

If we refer your case to Level 3: We may decide to skip Level 1 and Level 2

and send your case straight to an independent reviewer at Level 3.

Level 2: Expedited Appeal

Your request: If we deny your request at Level 1, you may request an Expedited

Appeal. After you receive our Level 1 denial, your treating provider must immediately

send us a written request (to the same person and address listed above under Level 1) to tell

us you are appealing to Level 2. To help your appeal, your provider should also send

DSM.AZ.App.Packet.2016

us any more information (that the provider hasn’t already sent us) to show why you need

the requested service.

Our decision: We have 3 business days after we receive the request to make our

decision.

If we deny your request: You may immediately appeal to Level 3.

If we grant your request: We will authorize the service and the appeal is over.

If we refer your case to Level 3: We may decide to skip Level 2 and send your

case straight to an independent reviewer at Level 3.

Level 3: Expedited External, Independent Review

Your request: You may appeal to Level 3 only after you have appealed through Levels

1 and 2. You have only 5 business days after you receive our Level 2 decision to send us

your written request for Expedited External Independent Review. Send your request and

any more supporting information to:

Name: DentaQuest

Title: Grievances and Complaints Department

Address: P.O. Box 2906

Milwaukee, WI 53201-2906

Phone: (844) 876-3981

Fax: (262) 241-7379

Neither you nor your treating provider is responsible for the cost of any external

independent review.

The process: There are two types of Level 3 appeals, depending on the issues in your

case:

(1) Medical necessity

These are cases where we have decided not to authorize a service because we

think the services you (or your treating provider) are asking for, are not medically

necessary to treat your problem. For medical necessity cases, the independent

reviewer is a provider retained by an outside independent review organization

(“IRO”), that is procured by the Arizona Insurance Department, and not

connected with our company. The IRO provider must be a provider who typically

manages the condition under review.

(2) Contract coverage

These are cases where we have denied coverage because we believe the requested

service is not covered under your insurance policy. For contract coverage cases,

the Arizona Insurance Department is the independent reviewer.

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Medical Necessity Cases

Within 1 business day of receiving your request, we must:

1. Mail a written acknowledgement of the request to the Director of Insurance,

you, and your treating provider.

2. Send the Director of Insurance: the request for review; your policy, evidence

of coverage or similar document; all medical records and supporting documentation

used to render our decision; a summary of the applicable issues including a

statement of our decision; the criteria used and clinical reasons for our decision;

and the relevant portions of our utilization review guidelines. We must also include

the name and credentials of the health care provider who reviewed and upheld the

denial at the earlier appeal levels.

Within 2 business days of receiving our information, the Insurance Director must send all

the submitted information to an external independent reviewer organization (the “IRO”).

Within 72 hours of receiving the information the IRO must make a decision and

send the decision to the Insurance Director.

Within 1 business day of receiving the IRO’s decision, the Insurance Director must mail

a notice of the decision to us, you, and your treating provider.

The decision (medical necessity): If the IRO decides that we should provide the

service, we must authorize the service. If the IRO agrees with our decision to deny the

service, the appeal is over. Your only further option is to pursue your claim in Superior

Court.

Contract Coverage Cases

Within 1 business day of receiving your request, we must:

1. Mail a written acknowledgement of your request to the Insurance Director,

you, and your treating provider.

2. Send the Director of Insurance: the request for review, your policy, evidence

of coverage or similar document, all medical records and supporting documentation

used to render our decision, a summary of the applicable issues including a

statement of our decision, the criteria used and any clinical reasons for our decision

and the relevant portions of our utilization review guidelines.

Within 2 business days of receiving this information, the Insurance Director must determine

if the service or claim is covered, issue a decision, and send a notice to us, you, and your

treating provider.

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Referral to the IRO for contract coverage cases: The Insurance Director is sometimes

unable to determine issues of coverage. If this occurs, the Insurance Director will forward

your case to an IRO. The IRO will have 72 hours to make a decision and send it to the

Insurance Director. The Insurance Director will have 1 business day after receiving the

IRO’s decision to send the decision to us, you, and your treating provider.

The decision (contract coverage): If you disagree with Insurance Director’s final decision

on a contract coverage issue, you may request a hearing with the Office of Administrative

Hearings (“OAH”). If we disagree with the Director’s final decision, we may also request

a hearing before OAH. A hearing must be requested within 30 days of receiving the

Director’s decision. OAH must promptly schedule and complete a hearing for appeals

from expedited Level 3 decisions.

STANDARD APPEAL PROCESS FOR NON-URGENT SERVICES AND DENIED

CLAIMS

Level 1. Informal Reconsideration

Your request: You may obtain Informal Reconsideration of your denied request for a

service or claim

if:

 You have coverage with us,



We denied your request for a covered service or claim,

 You do not qualify for an expedited appeal, and

 You or your treating provider asks for Informal Reconsideration within 2 years of

the date we first deny the requested service or claim by calling, writing, or faxing

your request to:

Name: DentaQuest

Title: Grievances and Complaints Department

Address: P.O. Box 2906, Milwaukee, WI 53201-2906

Phone: (844) 876-3981

Fax: (262) 241-7379

Our acknowledgement: We have 5 business days after we receive your request for

Informal Reconsideration (“the receipt date”) to send you and your treating provider a

notice that we got your request.

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Our decision: We have 30 days after the receipt date to decide whether we should

change our decision and authorize your requested service or pay your claim. Within

that same 30 days, we must send you and your treating provider our written decision.

The written decision must explain the reasons for our decision and tell you the documents

on which we based our decision.

If we deny your request: You have 60 days to appeal to Level 2.

If we grant your request: The decision will authorize the service or pay the

claim and the appeal is over.

If we refer your case to Level 3: We may decide to skip Level 1 and Level 2

and send your case straight to an independent reviewer at Level 3.

Level 2. Formal Appeal

Your request: You may request Formal Appeal if: (1) we deny your request at Level 1,

or (2) you have an unpaid claim and we did not provide a Level 1 review. After you

receive our Level 1 denial, you or your treating provider must send us a written request

within 60 days to tell us you are appealing to Level 2. If we did not provide a Level 1

review of your denied claim, you have 2 years from our first denial notice to request Formal

Appeal. To help us make a decision on your appeal, you or your provider should also send

us any more information (that you haven’t already sent us) to show why we should

authorize the requested service or pay the claim. Send your appeal request and

information to:

Name: DentaQuest

Title: Grievances and Complaints Department

Address: P.O. Box 2906, Milwaukee, WI 53201-2906

Phone: (844) 876-3981

Fax: (262) 241-7379

Our acknowledgement: We have 5 business days after we receive your request for Formal

Appeal (“the receipt date”) to send you and your treating provider a notice that we got

your request.

Our decision: For a denied service that you have not yet received, we have 30 days after

the receipt date to decide whether we should change our decision and authorize your

requested service. For denied claims, we have 60 days to decide whether we should change

our decision and pay your claim. We will send you and your treating provider our

decision in writing. The written decision must explain the reasons for our decision and

tell you the documents on which we based our decision.

If we deny your request or claim: You have four months to appeal to Level 3.

If we grant your request: We will authorize the service or pay the claim and the

appeal is over.

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If we refer your case to Level 3: We may decide to skip Level 2 and send your

case straight to an independent reviewer at Level 3.

Level 3: External, Independent Review

Your request: You may appeal to Level 3 only after you have appealed through Levels

1 and 2. You have four months after you receive our Level 2 decision to send us your

written request for External Independent Review. Send your request and any more

supporting information to:

Name: DentaQuest

Title: Grievances and Complaints Department

Address: P.O. Box 2906, Milwaukee, WI 53201-2906

Phone: (844) 876-3981

Fax: (262) 241-7379

Neither you nor your treating provider is responsible for the cost of any external

independent review.

The process: There are two types of Level 3 appeals, depending on the issues in your

case:

(1) Medical necessity

These are cases where we have decided not to authorize a service because we

think the services you (or your treating provider) are asking for, are not medically

necessary to treat your problem. For medical necessity cases, the independent

reviewer is a provider retained by an outside independent review organization

(IRO), procured by the Arizona Insurance Department, and not connected with

our company. For medical necessity cases, the provider must be a provider who

typically manages the condition under review.

(2) Contract coverage

These are cases where we have denied coverage because we believe the requested

service is not covered under your insurance policy. For contract coverage cases, the

Arizona Insurance Department is the independent reviewer.

Medical Necessity Cases

Within 5 business days of receiving your request, we must:

1. Mail a written acknowledgement of the request to the Director of Insurance,

you, and your treating provider.

2. Send the Director of Insurance: the request for review; your policy, evidence

of coverage or similar document; all medical records and supporting documentation

used to render our decision; a summary of the applicable issues including a

statement of our decision; the criteria used and clinical reasons for our decision;

and the relevant portions of our utilization review guidelines. We must also include

the name and credentials of the health care provider who reviewed and upheld

the denial at the earlier appeal levels.

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Within 5 days of receiving our information, the Insurance Director must send all the

submitted information to an external independent review organization (the “IRO”).

Within 21 days of receiving the information the IRO must make a decision and send the

decision to the Insurance Director.

Within 5 business days of receiving the IRO’s decision, the Insurance Director must mail

a notice of the decision to us, you, and your treating provider.

The decision (medical necessity): If the IRO decides that we should provide the service

or pay the claim, we must authorize the service or pay the claim. If the IRO agrees with

our decision to deny the service or payment, the appeal is over. Your only further option

is to pursue your claim in Superior Court.

Contract Coverage Cases

Within 5 business days of receiving your request, we must:

1. Mail a written acknowledgement of your request to the Insurance Director,

you, and your treating provider.

2. Send the Director of Insurance: the request for review; your policy, evidence

of coverage or similar document; all medical records and supporting documentation

used to render our decision; a summary of the applicable issues including a

statement of our decision; the criteria used and any clinical reasons for our decision;

and the relevant portions of our utilization review guidelines.

Within 15 business days of receiving this information, the Insurance Director must

determine if the service or claim is covered, issue a decision, and send a notice to us, you,

and your treating provider. If the Director decides that we should provide the service or

pay the claim, we must do so.

Referral to the IRO for contract coverage cases: The Insurance Director is sometimes

unable to determine issues of coverage. If this occurs, the Insurance Director will forward

your case to an IRO. The IRO will have 21 days to make a decision and send it to the

Insurance Director. The Insurance Director will have 5 business days after receiving the

IRO’s decision to send the decision to us, you, and your treating provider.

The decision (contract coverage): If you disagree with the Insurance Director’s final

decision on a coverage issue, you may request a hearing with the Office of Administrative

Hearings (“OAH”). If we disagree with the Director’s determination of coverage issues,

we may also request a hearing at OAH. Hearings must be requested within 30 days of

receiving the coverage issue determination. OAH has rules that govern the conduct of their

hearing proceedings.

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Obtaining Medical Records

Arizona law (A.R.S. §12-2293) permits you to ask for a copy of your medical records.

Your request must be in writing and must specify who you want to receive the records.

The health care provider who has your records will provide you or the person you specified

with a copy of your records.

Designated Decision-Maker: If you have a designated health care decision-maker, that

person must send a written request for access to or copies of your medical records. The

medical records must be provided to your health care decision-maker or a person designated

in writing by your health care decision-maker unless you limit access to your medical

records only to yourself or your health care decision-maker.

Confidentiality: Medical records disclosed under A.R.S. §12-2293 remain confidential. If

you participate in the appeal process, the relevant portions of your medical records may be

disclosed only to people authorized to participate in the review process for the medical

condition under review. These people may not disclose your medical information to any

other people.

Documentation for an Appeal

If you decide to file an appeal, you must give us any material justification or documentation

for the appeal at the time the appeal is filed. If you gather new information during the

course of your appeal, you should give it to us as soon as you get it. You must also give

us the address and phone number where you can be contacted. If the appeal is already at

Level 3, you should also send the information to the Department.

The Role of the Director of Insurance

Arizona law (A.R.S. §20-2533(F)) requires “any member who files a complaint with the

Department relating to an adverse decision to pursue the review process prescribed” by

law. This means, that for appealable decisions, you must pursue the health care appeals

process before the Insurance Director can investigate a complaint you may have against

our company based on the decision at issue in the appeal.

The appeal process requires the Director to:

1. Oversee the appeals process.

2. Maintain copies of each utilization review plan submitted by insurers.

3. Receive, process, and act on requests from an insurer for External,

Independent Review.

4. Enforce the decisions of insurers.

5. Review decisions of insurers.

6. Send, when necessary, a record of the proceedings of an appeal to Superior

Court or to the Office of Administrative Hearings (OAH).

7. Issue a final administrative decision on coverage issues, including the

notice of the right to request a hearing at OAH.

Receipt of Documents

Any written notice, acknowledgment, request, decision or other written document required to be mailed is

deemed received by the person to whom the document is properly addressed on the fifth business day after

being mailed. “Properly addressed” means your last known address.

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Submit this form to:

DentaQuest, Grievances and Complaints Department

P.O. Box 2906, Milwaukee, WI 53201-2906

HEALTH CARE APPEAL REQUEST FORM

You may use this form to tell your insurer you want to appeal a denial decision.

Insured Member’s Name

Member ID #

Name of representative pursuing appeal, if different from above

Mailing Address

Phone #

City

State

Zip Code

Type of Denial: Denied Claim Denied Service Not Yet Received

Name of Insurer that denied the claim/service:

If you are appealing your insurer’s decision to deny a service you have not yet received, will a 30 to

60 day delay in receiving the service likely cause a significant negative change in your health? If

your answer is “Yes,” you may be entitled to an expedited appeal. Your treating provider must

sign and send a certification and documentation supporting the need for an expedited appeal.

What decision are you appealing?

(Explain what you want your insurer to authorize or pay for.)

Explain why you believe the claim or service should be covered:

(Attach additional sheets of paper, if needed.)

If you have questions about the appeals process or need help to prepare your

appeal, you may call the Department of Insurance Consumer Assistance number

(602) 364-2499 or 1-(800) 325-2548, or [name of insurer] at

Make sure to attach everything that shows why you believe your insurer should cover your

claim or authorize a service, including: Medical records Supporting documentation

(letter from your doctor, brochures, notes, receipts, etc.) **Also attach the certification from your

treating provider if you are seeking expedited review.

Signature of insured or authorized representative Date

Submit this form to:

DentaQuest, Grievances and Complaints Department

P.O. Box 2906, Milwaukee, WI 53201-2906

PROVIDER CERTIFICATION FORM

FOR EXPEDITED MEDICAL REVIEWS

(You and your provider may use this form when requesting an expedited appeal.)

A patient who is denied authorization for a covered service is entitled to an expedited appeal if the treating

provider certifies and provides supporting documentation that the time period for the standard appeal process

(about 60 days) “is likely to cause a significant negative change in the [patient’s] medical condition at issue.”

PROVIDER INFORMATION

Treating Physician/Provider _

Phone

FAX

Address

City

State

Zip

Code

PATIENT INFORMATION

Patient’s Name _ Member ID #

Phone

Address _ _

City

State

Zip

Code

INSURER INFORMATION

Insurer

Name

Phone

FAX#

Address _ _

City

State

Zip Code _ _



Is the appeal for a service that the patient has already received? Yes No

If “Yes,” the patient must pursue the standard appeals process and cannot use the expedited appeals process.

If “No,” continue with this form.



What

service

denial

the

patient

appealing?



Explain why you believe the patient needs the requested service and why the time for the standard appeal process

will

harm

the

patient.

Attach additional sheets if needed, and include:

Medical records

Supporting documentation

If you have questions about the appeals process or need help regarding this certification, you may call

the

Department of Insurance Consumer Assistance number (602) 364-2499 or 1 (800) 325-2548. You may also

call

DSM USA Insurance Company

at (844) 876-3981.

I certify, as the patient’s treating provider, that delaying the patient’s care for the time period needed for the

informal reconsideration and formal appeal processes (about 60 days) is likely to cause a significant negative

change in the patient’s medical condition at issue.

Provider’s

Signature

_________________________________

Date

____________________________