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Grievances

A grievance is an expression of dissatisfaction (other than a coverage determination) with any aspect of the operations, activities, or behavior of a Part D plan sponsor, regardless of whether remedial action is requested.

Examples of grievances include:

  • Problems with customer service;
  • If an enrollee disagrees with a plan sponsor's decision not to expedite a request for a coverage determination or redetermination; or
  • If an enrollee believes the plan sponsor's notices and other written materials are difficult to understand.

An enrollee or an enrollee's representative may file a grievance orally or in writing with the plan sponsor.  Grievances must be filed with the plan sponsor no later than 60 days after the event or incident that brought about the grievance.

The plan sponsor must notify the enrollee of its decision as expeditiously as the enrollee's health requires, but no later than 30 days after the date the plan sponsor receives the grievance, unless in the best interest of the enrollee the timeframe is extended by the plan sponsor for up to 14 calendar days.

However, the plan must respond to a grievance within 24 hours if:

  1. The grievance involves a refusal by the Part D plan sponsor to grant an enrollee's request for an expedited coverage determination or expedited redetermination, and
  2. The enrollee has not yet purchased or received the drug that is in dispute.

For more information about the grievance process, see section 30 in Parts C & D Enrollee Grievances, Organization/Coverage Determinations, and Appeals Guidance in the “Downloads” section below.

A list of specific contacts at Part D sponsors can be found at: https://www.cms.gov/Medicare/Prescription-Drug-Coverage/PrescriptionDrugCovContra/PartDContacts.html