Grievances & Appeals
At Martin’s Point, we are committed to providing our members a fair and timely process for resolving any complaints or disputes.
As a Martin’s Point plan member, you have a right to file a complaint if you think you aren’t getting quality service from us or you have quality of care issues with a plan provider. This type of complaint is called a “grievance"—a formal complaint or dispute you have with Martin’s Point or one of our plan providers.
Additionally, members have the right to appeal coverage decisions for medical services and prescription drug coverage.
We encourage Martin’s Point plan members to contact us with questions, concerns, or problems related to any benefits or service. Please call us at 1-866-544-7504 (TTY: 711), 8 am to 8 pm, seven days a week from October 1–March 31, and Monday through Friday the rest of the year, to discuss your concerns. Additional information about filing a grievance or appeal is available below.
Grievances
If you’re unhappy with a service, provider experience, or any aspect of your care, you have the right to file a grievance. It’s your way to let us know something didn’t go as expected. We take your concerns seriously and will investigate and respond.
There could be many reasons to file a grievance, such as:
- A problem with the quality or timeliness of services you receive
- A problem with how and when you were enrolled in or disenrolled from the plan
- Difficulty getting through on the telephone
- A complaint about the cleanliness or condition of the doctor’s office or pharmacy.
Filing a grievance
You may file a formal grievance either verbally or in writing by contacting our Member Services Department or mailing your request to Martin’s Point. If you prefer to have someone act on your behalf, you can appoint an authorized representative to help you with your grievance or request.
Generations Advantage members who wish to appoint a representative may use the official form below:
Medicare Appointment of Representative (AOR) Form [PDF]
Generations Advantage Grievances
File via Phone: To file a grievance verbally, please call us at 1-866-544-7504 (TTY: 711).
We are available 8 am–8 pm, seven days a week from October 1 to March 31; and Monday through Friday the rest of the year.
File via Mail: Send written grievances to the following address:
Martin’s Point Generations Advantage, Grievance Department
PO Box 9746
Portland, ME 04104-5040
US Family Health Plan Grievances
File via Phone: To file a grievance verbally, please call us at 1-888-396-2714 (TTY: 711).
We are available 8 am–8 pm, seven days a week from October 1 to March 31; and Monday through Friday the rest of the year.
File via Mail: Send written grievances to the following address:
Martin’s Point US Family Health Plan, Grievance Department
PO Box 9746
Portland, ME 04104-5040
Generations Advantage members may file a complaint directly with Medicare
If your complaint is about your Medicare health plan or drug plan—for example, service issues, coverage concerns, or delays—you may file a complaint directly with Medicare using the official Medicare Complaint Form:
https://www.medicare.gov/my/medicare-complaint
Fast Grievance Request - Generations Advantage
If your request for a fast appeal (sometimes called, an “expedited organization determination” or “expedited reconsideration”) is denied by Martin’s Point Generations Advantage, you have the right to submit a fast grievance request.
If you file a fast grievance, our Grievance Coordinator will respond to your request within 24 hours.
Note: If your concern involves discrimination or a failure to provide required language or disability assistance, please visit our Notice of Nondiscrimination page for information on how to file a civil rights complaint.
Aggregate grievances, appeals, and exceptions data
You are entitled to obtain information (in aggregate form) about the number of grievances, appeals, and exceptions filed with Martin's Point Generations Advantage.
You may do so by filing a written request with Martin's Point Generations Advantage and sending it to:
Martin's Point Generations Advantage Grievance Department
PO Box 9746
Portland, ME 04104-9895
.
Appeals
As a Martin's Point health plan member, you have the option to appeal our decision not to cover a service, drug, vaccine, or other benefit. If a service or claim is denied and you disagree with the decision, you have the right to appeal. An appeal (also called a "request for reconsideration") is a formal request for us to review and reconsider a decision we’ve made about your coverage. If instead you want to submit a complaint about your Medicare plan or service experience, you may use the Medicare Complaint Form available at https://www.medicare.gov/my/medicare-complaint.
- The plan denies payment for services you believed to be an emergency or urgent.
- Either the plan or a plan medical provider refuses to provide services to you that you believe should be provided, arranged, or paid for by the plan.
- The plan refuses to pay for any basic benefit for any reason, including medical necessity.
- Either the plan or a plan medical provider decides to stop or reduce coverage for a treatment or service you have been getting, and you feel that this decision could harm your health.
The parties who may request an appeal or redetermination include an enrollee, an enrollee’s representative (such as a family member), or an enrollee’s prescribing physician or other prescriber. If you are appointing a representative, the required form depends on your health plan:
Generations Advantage members: Medicare Appointment of Representative (AOR) Form [PDF]
Part C (Medical Appeals)
Martin’s Point Generations Advantage, Appeals
PO Box 8832
Portland, ME 04104-5040
Part D (Prescription Drug Appeals)
CVS Caremark – Martin’s Point Generations Advantage
Appeals Department
MC109
PO Box 52000
Phoenix, AZ 85072-2000
US Family Health Plan members: Appeals Authorization Representative Form [PDF]
Martin’s Point US Family Health Plan, Appeals
PO Box 8832
Portland, ME 04104-5040
Request an appeal
To start an appeal, submit a fax or written request. Appeals must be submitted within 90 days of the denial notice. We will review your case and send you a decision by mail. You can also authorize someone else, such as a provider or family member, to file an appeal for you.
Your appeal must be made in writing. Simply mail or fax us a letter indicating what it is you would like to appeal, along with any documents that support your appeal, such as a copy of a bill you are receiving, medical records, or pictures of your injury.
Generations Advantage (Part C) Appeals
Generations Advantage members can mail or fax appeal requests for medical services and benefits (Part C) to us at:
Martin’s Point Generations Advantage, Appeals
PO Box 8832
Portland, ME 04104-5040
Fax: 207-828-7874
US Family Health Plan Appeals
US Family Health Plan members can mail or fax appeal requests to us at:
Martin’s Point US Family Health Plan, Appeals
PO Box 8832
Portland, ME 04104-5040
Fax: 207-828-7849
Prescription drug appeals
Generations Advantage (Medicare Part D):
If your appeal is related to a Medicare Part D prescription drug, you can call CVS Caremark at
1-888-296-6961
or jump to the
Prescription Drug (Part D) Appeals section below.
US Family Health Plan:
For information about prior authorizations, coverage decisions, and how to appeal a prescription drug for US Family Health Plan, visit
Prior Authorizations and Prescription Drug Appeals.
Additional appeals information for Medicare Advantage medical services (Part C)
For more details about Medicare Advantage Part C medical services appeals, review the information below.
As a Martin’s Point Generations Advantage member, you have the right to ask us to reconsider our decisions. An appeal is a formal complaint or dispute regarding our decision not to pay for, not to provide, or to stop paying for or providing an item or service that you believe is needed. When you file an appeal, you are asking us to reconsider and change an initial decision (also called an initial organization determination) we have made about what services we will cover for you.
If you file a standard appeal request for care or treatment that you have not yet received, it will be processed within 30 calendar days of receiving your appeal. However, if your request is for a decision about care that you have already received, your appeal request will be processed within 65 calendar days of receiving your request. If either you or we find that some information is missing which can help you, we can take up to 14 more calendar days to make our decision.
When making an appeal the first level of appeal is with the plan. We review the coverage decision we have made to check to see if we are following all of the rules properly. Your appeal is handled by different reviewers than those who made the original unfavorable decision.
If we say no to all or part of your Level 1 appeal, you can go on to a Level 2 Appeal. The Level 2 Appeal is conducted by an independent organization that is not connected to us. (In some situations, your case will be automatically sent to the independent organization for a Level 2 Appeal. If this happens, we will let you know. In other situations, you will need to ask for a Level 2 Appeal.)
If you are not satisfied with the decision at the Level 2 Appeal, you may be able to continue through additional levels of appeal. Whether you can take the next step may depend on the dollar value of the requested service.
You must request your appeal no later than 65 days following our original denial of coverage unless you have good cause for us to open a case beyond 65 days. Some good cause reasons include a serious illness that would have prevented you from filing on time, death or serious illness in your immediate family, an accident that caused your records to be destroyed, among others.
You can request an expedited (fast) exception if you or your doctor believe that your health could be seriously harmed by waiting up to 30 days for a decision. If your request to expedite is granted, we must give you a decision no later than 72 hours after we get your physician’s supporting statement.
For more information about expedited appeals, please call the Generations Advantage Member Services team.
Prescription drug appeals for Generations Advantage members are handled separately from medical service appeals. Medicare Part D prescription drug coverage is administered by CVS Caremark.
Requests related to Part D prescription drug coverage begin with a coverage determination. If you do not agree with the initial coverage determination, you may request a redetermination (appeal)—also called an “adverse coverage determination”.
You may appeal decisions related to Medicare Part D prescription drug coverage, including denials of coverage, reimbursement decisions, payment amounts, or denied exception requests.
For questions or assistance with prescription drug coverage determinations or appeals, you may contact CVS Caremark at 1-888-296-6961.
Generations Advantage Prescription Drug (Part D) Appeals
Requests for Medicare prescription drug coverage determinations and redeterminations (appeals) may be submitted verbally by phone or in writing by mail or fax to the address below:
CVS Caremark – Martin’s Point Generations Advantage
Appeals Department
MC109
PO Box 52000
Phoenix, AZ 85072-2000
Fax: 1-855-633-7673
Important timeframes:
- Coverage determination: Decisions are generally provided within 72 hours, or within 24 hours if expedited.
- Requesting an appeal: You have 65 calendar days from the date printed or written on the coverage determination denial notice to request a redetermination.
- Appeal decision (redetermination): We must provide written notice of your redetermination (appeal), whether favorable or adverse, as expeditiously as your health condition requires, but no later than 7 calendar days from the date the Part D plan sponsor receives the request for a standard redetermination, or within 72 hours if an expedited review is approved.
There are multiple levels to the Part D appeals process. If you do not agree with a decision, additional levels of review may be available based on the circumstances of your request.
Learn more:
Find instructions for submitting Part D coverage determinations and appeals, including forms, online options, and expedited requests.
Coverage Determination and Appeals