Martin's Point plan members or their authorized representatives have the right to express complaints, frustrations, and disagreement about their experience interacting with health care providers, the plan and/or its administrators. Under state and federal law, members can express those complaints through the Martin's Point grievance and appeals process. Providers may also file a grievance or appeal on behalf of a current or former member by obtaining authorization from the member.
A grievance is a member complaint about the way the health plan or drug plan is giving care. For example, a member may file a grievance if they have a problem calling the plan or if they’re unhappy with the way a staff person at the plan behaved towards them. However, if they have a complaint about a plan’s refusal to cover a service, supply, or prescriptions, they file an appeal.
Members or their authorized representatives may submit a grievance by calling Member Services at:
US Family Health Plan Member Services: 1-888-674-8734
Generations Advantage Member Services: 1-866-544-7504 (TTY: 711)
Written grievances for either plan may be mailed to:
Martin's Point Health Care
P.O. Box 9746
Portland, ME 04104-5040
Written grievances for either plan may be mailed to:
Martin's Point Health Care
P.O. Box 8832
Portland, ME 04104-9861
For more details on the Grievance and Appeals process for each plan, please visit: