Appeals & Grievances

Appeals & Grievances

If you disagree with a decision on your plan’s coverage or payment, you can file an appeal. We’ll review the appeal and make a ruling on the decision. If you have a complaint or are dissatisfied with service, you can file a grievance with the health plan, provider or facility.

File an Appeal or Grievance


CHRISTUS Health Plan
Attn: Appeal and Grievance Dept.
PO Box 169009
Irving, TX 75016

  • Grievances and expedited appeals can be made over the phone by calling 1-844-282-0380 (1-800-659-8331 for TTY users).
  • If filing an expedited appeal or grievance, make sure to ask your physician or supplier for any information to support your case. If mailing your request or submitting online, please include “expedited or fast appeal or “expedited grievance” on the form.

If you disagree with a coverage or payment decision, you can file an appeal. You have 60 calendar days from the date of the denial notice to file a standard appeal. We can extend the timeframe if the member shows good cause. For Medicare Parts C and D, you can file an appeal when:

  • You get a denial for expedited (time-sensitive) Part C coverage
  • You get a denial for expedited (time-sensitive) Part D prescription drug coverage
  • When you disagree with what the plan pays or what you must pay out-of-pocket for your medical or prescription services
  • When you are refused service by your plan, doctor or hospital
  • When the plan reduces or stops your medical benefit
  • When the plan reduces or stops your prescription benefit
  • When you receive a denial on any type of request
  • When you want to ask us to cover a drug that is not on our drug list or to request coverage rule exception

If you have a complaint or are dissatisfied with the way a health plan, prescription drug plan or delegated entity provides health care services, you can file a grievance. For example:

  • You are dissatisfied with a change in premiums or cost-sharing arrangements from one year to the next
  • You have difficulty getting through on the phone to speak to a CHRISTUS Health Plan representative
  • You experience poor quality of services from a provider
  • You experience unsatisfactory interpersonal aspects of care such as rudeness
  • You express general dissatisfaction about a copayment, coinsurance or deductible amount

Members, appointed representatives (a friend, advocate, guardian or health care proxy), legal representatives of a member’s estate and providers can file an appeal for Medicare Part C or Part D Drug Coverage.

An Appointment of Representative (AOR) form or other equivalent notice is required when someone files an appeal on behalf of a member. Both the member and the representative (including attorneys) must complete, sign and date it. An AOR form is not required for expedited and pre-service appeals that are requested by the member’s physician or provider.

Appointment of Representative Form - English (PDF)
Appointment of Representative Form - Spanish (PDF)


Instead of an Appointment of Representative form, members can also provide equivalent written notice. This notice must include:

  • Name, address and telephone number of the member
  • Member’s HICN or Medicare Identifier (ID) Number
  • Name, address and telephone number of the individual being appointed
  • A statement that the member is authorizing the representative to act on his or her behalf for the claim(s) at issue, and a statement authorizing disclosure of individually identifying information to the representative
  • Signature and date by the member making the appointment and the person being appointed
  • A statement saying that the individual accepts the appointment

An expedited or fast appeal can be filed when the member or his/her physician believes that waiting for a decision under the standard time frame could place the member’s life, health or ability to regain maximum function in serious jeopardy.

Expedited appeals may not be requested for cases that only involve a claim for payment for services already received. However, if a case includes both a payment denial and a pre-service denial, you have a right to request an expedited appeal for the pre-service denial.

An Appointment of Representative form is not required for expedited and pre-service appeals that are requested by the member’s physician or provider.

Members can request an expedited grievance when:

  • CHRISTUS Health Plan determines that a Part C reconsideration/appeal request can’t be expedited
  • CHRISTUS Health Plan determines that a Part D reconsideration/appeal request can’t be expedited, and the drug has not yet been received by the member
  • The Health Plan is extending the expedited appeal or organizational determination timeframe
  • The Health Plan refused to expedited an organizational determination or reconsideration or invoked an extension to organizational determination or reconsideration timeframe

For Part C redetermination (appeals), a standard appeal decision is issued within 60 calendar days after receiving the request. A standard pre-service appeal will be completed within 30 calendar days from receipt. If CHRISTUS Health Plan upheld or partially overturned the appeal request, it will submit a written explanation with complete case file to the independent review entity (MAXIMUS Federal Services) contracted by CMS no later than:

  • 30 calendar days from the date received for standard pre-service appeals
  • 60 calendar days from the date received for standard post-service reconsideration appeals

For Part D coverage redetermination (appeals), a standard appeal decision is issued within seven (7) calendar days after receiving the request. Learn more about Part D Coverage Determinations.

For expedited appeals, the plan will issue a decision as quickly as possible and no later than 72 hours after receiving the request.

CHRISTUS Health Plan will respond to standard grievances within 30 days from the grievance receipt. For expedited grievances, we will respond within 24 hours of receipt.

CHRISTUS Health Plan is required to provide information on how to obtain an aggregate number of grievances, appeals, and exceptions filed with the health plan.

  • Members or their representatives can contact CHRISTUS Health Plan Generations Appeal and Grievance Department at 1-844-282-0380 (1-800-659-8331 for TTY users) to request a list of the aggregate number of grievances, appeals, and exceptions filed with the health plan.
  • Written request can be sent to:

CHRISTUS Health Plan Generations

Attn: Appeal and Grievance Department

P.O. Box 169009

Irving, Texas 75016

Fax: 1-866-416-2840


For More Information

You can also submit feedback about your Medicare Advantage plan by completing a Medicare Complaint Form. Find more information about Medicare appeals or call 1-800-MEDICARE (1-800-633-4227) or 1-866-653-4261 (for TTY users) 24 hours a day, 7 days a week. Say “publications” for a free copy of your Medicare rights and protections.


H1189_MM143 pending approval
Last Updated: 2/23/17