Preservice Appeals
Federal and state process
For members who need to get approval for certain health services before receiving them.
If your health plan requires you to get approval for certain health services before receiving them and you disagree with our decision not to approve a service, you have the right to appeal it.
Please follow the steps below to request a review. If you have questions or need help with the appeal process, please call the customer service number on the back of your Blue Cross ID card.
All appeals must be requested in writing.
For federal process: We must receive your written request within 180 days of the date you received notice that the service was not approved.
For state process: All appeals need to be requested in writing and should be submitted as soon as possible after you are notified that the service wasn’t approved.
To request a standard review
You, your doctor or someone else acting on your behalf can make the request. If someone else will represent you, that person needs to get your written permission. To do that, please call the customer service number on the back of your Blue Cross ID card and ask for a Designation of Authorized Representative and Release of Information form. Complete it and send it with your appeal.
Your letter requesting a review has to include the following information:
- Your contract and group numbers from your Blue Cross ID card
- A daytime phone number for both you and your representative
- The patient's name if different from the member
- A statement explaining why you disagree with our decision and any additional supporting information
Once we receive your appeal, we’ll give you our final decision within 30 days.
To request an urgent review
If your situation meets the definition of urgent under the law, your review will be conducted generally within 72 hours. An urgent situation is one in which your health may be in serious jeopardy or, in the opinion of your physician, you may experience pain that cannot be adequately controlled while you wait for a decision on your appeal. If you believe your situation is urgent, you may request an urgent review. You may also request a simultaneous external review.
For more information on how to request an urgent review or simultaneous external review, call the customer service number listed on the back of your Blue Cross ID card.
For more information
At your request and without charge, we will send you details from your health care plan if our decision was based on your benefits. If our decision was based on medical guidelines, we will provide you with the appropriate protocols and treatment criteria. If we involved a medical expert in making this decision, we will provide that person's credentials.
To request information about your plan or the medical guidelines used, or if you need help with the appeal process, call the customer service number on the back of your Blue Cross ID card.
Other resources to help you
For questions about your rights, this notice, or for assistance, you can contact the Employee Benefits Security Administration at 1-866-444-EBSA (3272). There is also a state agency available to assist you with any additional questions. You can contact the Office of Financial and Insurance.
| If your appeal is regarding specified organ or bone marrow transplants: | Human Organ Transplant Program Blue Cross Blue Shield of Michigan 600 E. Lafayette Mail Code 504C Detroit, MI 48226 Fax: 1-866-752-5769 |
|---|---|
| If your appeal is regarding an inpatient admission to a hospital, skilled nursing facility, or acute rehabilitation facility: | Precertification Medical Records and Appeals Blue Cross Blue Shield of Michigan P.O. Box 321095 Mail Code 511B Detroit, MI 48232-1095 Fax : 1-877- 261-4555 |
| If your appeal is regarding case management services: | Case Management Program Blue Cross Blue Shield of Michigan 600 E. Lafayette Mail Code 504A Detroit, MI 48226-2998 Fax: 1-866-643-7057 |
| If your appeal is regarding a prescription drug: | Pharmacy Services Blue Cross Blue Shield of Michigan Pharmacy Services P. O. Box 2320 Detroit, MI 48231-232 Fax: 1-866-612-0627 |
Regulation's Michigan Health Insurance Consumer Assistance Program at 1-877-999-6442. For general information, visit the Department of Licensing and Regulatory Affairs website.