Grievances & Appeals

What to do if you have a problem, concern, or complaint.

If you have a concern with any part of your health care, healthcare provider’s or you would like to complain about Banner – University Care Advantage (B – UCA), please contact Customer Care at (877) 874-3930, TTY: 711. If you need an interpreter, B – UCA will provide interpretation services to you in any language at no cost to you.

If you need assistance filing your complaint or an appeal Customer Care Representative can assist you or you may submit an appeal or complaint in writing at the address below. 

Banner – University Care Advantage
Attn: Grievance & Appeals Department
2701 E. Elvira Road, Tucson, AZ 85756
Phone: (877) 874-3930, TTY: 711, B – UCA is available 24 hours a day, 7 days a week
Fax: (866) 465-8340
Email: BUHPGrievances&Appeals@bannerhealth.com


Appeals

What is an appeal?

B – UCA members have the right to file a “reconsideration” when B – UCA makes a coverage decision and you are not satisfied with this decision, you can “appeal” the decision. An appeal is a formal way of asking us to review coverage decision again and possibly change the initial decision in your favor.


Who can file an appeal?

Youan appointed representative, or your provider may file an appeal on your behalf.

When can an appeal be filed?

Your request must be filed within 60 calendar days from the date printed on the written coverage decision denial notice. If you miss the appeal filing time frame, and you can show good cause for missing the filing time frame for the reconsideration,B – UCA will consider the circumstances that prevented the timely filing of your request. The party requesting the extension for good cause, must file a written request and include the reason for the delay.

Where can an appeal be filed?

An appeal (Part C) Reconsiderations or Medication (Part D) Redeterminations can be made over the phone, mail, fax or e-mail

If you need assistance filing your appeal a Customer Care Representative can assist you at (877) 874-3930 / TTY 711or you may submit an appeal in writing at the address below. 

Banner – University Care Advantage
Attn: Grievance & Appeals Department
2701 E. Elvira Road, Tucson, AZ 85756
Phone: (877) 874-3930, TTY: 711, B – UCA is available 24 hours a day, 7 days a week
Fax: (866) 465-8340
Email:
 BUHPGrievances&Appeals@bannerhealth.com

Additional Information

You have the right to get a summary of information about the appeals, grievances, and exceptions that you have filed against B – UCA. Call our Customer Care Center to request this information.

You may also file a complaint or get information directly from Medicare, by calling 1-800-MEDICARE (1-800-633-4227), 24 hours a day, 7 days a week, TTY/TDD users should call 1-877-486-2048. You can also visit the Medicare website at http://www.medicare.gov.

Related Forms

Medicare Complaint Form English Español

Appointment of Representative Form PDF Icon English PDF Icon Español


Grievances

What is a grievance?

A grievance is a complaint, you can report a complaint about the quality of care, your health care providers, waiting times, B – UCA customer service, or any other concerns. 

Who can file a grievance?

You or someone on your behalf such as an appointed representative.

When can a grievance be filed?

Your grievance or complaint must be filed within 60 calendar days following the incident or issue.

Where can a grievance be filed?

Banner – University Care Advantage
Attn: Grievance & Appeals Department
2701 E. Elvira Road, Tucson, AZ 85756
Phone: (877) 874-3930, TTY: 711, B – UCA is available 24 hours a day, 7 days a week
Fax: (866) 465-8340
Email:BUHPGrievances&Appeals@bannerhealth.com 

Grievance by phone

If you call us and we cannot resolve your complaint over the phone, we will respond to your complaint within 30 calendar days from the date you file the complaint. If B – UCA needs more information to resolve the complaint, we can take up to 14 days more to respond to your complaint. We will notify you of the need for the 14-day extension andexplain the reason for the extension and how this delay it is in your best interest. B – UCA will also provide instructions on how to file a “fast” or expedited complaint if you do not agree with our decision to take the extension.

Grievance in writing

If you file a written grievance, have a complaint related to quality of care, or ask for a written response, B – UCA will respond to you in writing. 

Quality of Care Grievances

You have two options for filing a quality of care complaint. You may file your quality of care complaint directly with Banner – University Care Advantage and/or with the Quality Improvement Organization (QIO), Livanta.

QIO Contact Information is:

Livanta, LLC
Phone: (877) 588-1123; TTY: (855) 887-6668                                                                
Hours of Operation: 
Monday-Friday: 9:00 a.m. - 5:00 p.m. (local time), 24-hour voicemail service is available
Mail: Livanta BFCC-QIO Program

10820 Guilford Road, Suite 202
Annapolis Junction, MD 20701-1105
Fax: Grievances to Livanta at (844) 420-6672

 

Additional Information

You have the right to get a summary of information about the appeals, grievances, and exceptions that you have filed against B – UCA. Call our Customer Care Center to request this informationat (877) 874-3930/TTY 711 and ask for the Grievance and Appeals Department.

You may also file a complaint or get information directly from Medicare, by calling 1-800-MEDICARE (1-800-633-4227), 24 hours a day, 7 days a week, TTY/TDD users should call 1-877-486-2048. You can also visit the Medicare website at http://www.medicare.gov.

Please review Chapter 9 in your Evidence of Coverage booklet, which is titled, “What to do if you have a problem or complaint (coverage decisions, appeals, complaints)”, for detailed explanation.

Related Forms

Medicare Complaint Form English Español

Appointment of Representative Form PDF Icon English PDF Icon Español


Member Rights & Responsibilities

Your Rights

Banner – University Care Advantage must honor your rights as a member of the plan.

  • We must provide information in a way that works for you (in languages other than English, in braille, in large print, or other alternate formats, etc.).
  • We must treat you with fairness and respect at all times.
  • We must ensure that you get timely access to your covered services and drugs.
  • We must protect the privacy of your personal health information.
  • We must give you information about the plan, its network of providers, and your covered services.
  • We must support your right to make decisions about your care.
  • You have the right to make complaints and to ask us to reconsider decisions we have made.

Your Responsibilities

  • Get familiar with your covered services and the rules you must follow to get these covered services.
  • If you have any other health insurance coverage or prescription drug coverage in addition to our plan, you are required to tell us.
  • Tell your doctor and other health care providers that you are enrolled in our plan.
  • Help your doctors and other providers help you by giving them information, asking questions, and following through on your care.
  • Tell us if you move, as this may impact your benefits and coverage.

For more information, please review Chapter 8, "Your Rights and Responsibilities" in your Evidence of Coverage booklet.


Appointment of Representative

You may appoint an individual to act as your representative. With your written authorization, the appointed individual can do the following on your behalf:

  • Make any request, such as file a grievance or an appeal, on your behalf.
  • Present or gather evidence
  • Obtain appeals information
  • Receive any notice in connection with an appeal

A signed authorization form is required by Medicare for an individual to make some requests from B – UCA.

To request an Appointment of Representative (AOR) Form, please call our Customer Care Center at (877) 874-3930/TTY 711 or print out the form listed below.

The form must be signed by you and by the person who you would like to act on your behalf. You must also give us a copy of the signed AOR form. Please see our Contact Us page if you need to ask us a question or would like to send your form to us.

Related Forms

Appointment of Representative Form PDF Icon English PDF Icon Español