You have certain rights guaranteed by Federal Law. If you have problems or concerns you may make a formal complaint. There are specific guidelines set by the Medicare program about how you can make a complaint, how the complaint must be classified and the timelines in which we must address and respond to your complaint.
You will not be disenrolled from Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM or penalized if you initiate a complaint. Your complaint will always be handled fairly and investigated within the guidelines of the Medicare program.
Contact Customer Service first
Our Customer Service representatives are here to assist you with any concerns, questions or problems you have about Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM or care that you have received.
To locate the correct telephone number for Customer Service, simply reference the back of your Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM ID card.
If our Customer Service department is not able to resolve your concern or your issue requires handling by our Grievance and Appeals Department, a Customer Service representative will help you get started.
Customer Service representatives can assist you with:
Filing a complaint, or grievance, about service that you have received from Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM, your pharmacy, physician, hospital or other types of providers that have furnished services to you.
Requesting a coverage decision, or organization determination, to find out if Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM will cover the medical care or services you want.
Understanding how to appeal a decision made by Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM that you believe is incorrect or not in your favor.
Note: To request an aggregate number of grievances, appeals and exceptions filed with us, please contact us by:
Phone: Call the Customer Service number on the back of your Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM ID card. For expedited requests outside of regular business hours, call the customer service number on the back of your Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM ID card and follow the instructions provided.
Fax: 1-877-348-2251
Mail:
Blue Cross Blue Shield of Michigan
Grievance and Appeals Department
600 E. Lafayette Blvd., Mail Code X509
Detroit, MI 48226
Grievance — a grievance is a type of complaint you make about us or one of our plan providers, including a complaint concerning the quality of your care.
Coverage determination (drug) — A decision we make about the prescription drug benefits you are entitled to get under the plan, and the amount you are required to pay for a drug.
Coverage decision (medical service or item) — A decision we make about the medical service or item you are entitled to get under the plan, and the amount you are required to pay.
Appeal — A type of complaint you make when you want a reconsideration and a change to a decision we have made about what drugs are covered for you or what we will pay for a drug.
Exception — A type of coverage determination that, if approved, allows you to get a drug that is not on your plan's formulary, or get a non-preferred drug at the preferred cost-sharing level.
Medicare Plus Blue PPOSM and Medicare Plus Blue PFFSSM are health plans with Medicare contracts. Prescription Blue PDPSM is a stand-alone prescription drug plan with a Medicare contract.
Medicare Plus Blue PPOSM Medicare Plus Blue PPOSM is available to all Medicare beneficiaries who are Michigan residents who reside within the plan's 75-county service area and are entitled to receive services under Medicare Part A and enrolled in Part B.
Medicare Plus Blue PPOSM is available in these counties: Alcona, Alger, Allegan, Alpena, Arenac, Baraga, Barry, Bay, Berrien, Branch, Calhoun, Cass, Chippewa, Clare, Clinton, Crawford, Delta, Dickinson, Eaton, Genesee, Gladwin, Gogebic, Gratiot, Hillsdale, Houghton, Huron, Ingham, Ionia, Iosco, Iron, Isabella, Jackson, Kalamazoo, Kent, Keweenaw, Lake, Lapeer, Lenawee, Livingston, Luce, Mackinac, Macomb, Manistee, Marquette, Mason, Mecosta, Menominee, Midland, Missaukee, Monroe, Montcalm, Montmorency, Muskegon, Newaygo, Oakland, Oceana, Ogemaw, Ontonagon, Osceola, Oscoda, Otsego, Ottawa, Presque Isle, Roscommon, Saginaw, Sanilac, Schoolcraft, Shiawassee, St. Clair, St. Joseph, Tuscola, Van Buren, Washtenaw, Wayne, Wexford.
With the exception of emergency or urgent care, it will cost more to get care from non-plan or non-preferred providers. Your responsibility will be greater out-of-network when the out-of-network coinsurance is based on the Medicare allowed amount and the contracted amount is lower. You may receive services from any provider who accepts your Medicare Plus Blue PPOSM ID card. Your out-of-pocket costs will be lower if you choose a network provider. To find a network provider, visit bcbsm.com/medicare/search.shtml.
Medicare Plus Blue PPOSM provides reimbursement for all covered benefits regardless of whether they are received in-network, as long as they are medically necessary.
Medicare Plus Blue PFFSSM Medicare Plus Blue PFFSSM is available to all Medicare beneficiaries who are Michigan residents entitled to receive services under Medicare Part A and enrolled in Part B.
A Medicare Advantage private fee-for-service plan works differently than a Medicare supplement plan. Your doctor or hospital can continue to treat you if it agrees to accept our terms and conditions of payment, and thus may choose not to treat you, with the exception of emergencies. If your doctor or hospital does not agree to accept our payment terms and conditions, they may choose not to provide health care services to you, except in emergencies. Providers can find the plan's terms and conditions on our Web site at bcbsm.com/ma. You can also read more about how private fee-for-service plans work for you in our downloadable flyer (PDF 160K).
Prescription Blue PDPSM Prescription Blue PDPSM is available to all Medicare beneficiaries who are Michigan residents entitled to receive services under Medicare Part A and/or enrolled in Part B.
Medicare beneficiaries enrolled in a Medicare Advantage PFFS plan that includes Medicare prescription drugs or any Medicare Advantage coordinated care (HMO or PPO) plan will be automatically disenrolled from the HMO, PPO or Medicare Advantage PFFS plan if they enroll in a prescription drug plan; and Medicare beneficiaries enrolled in a private fee-for-service plan (PFFS) that does not include Medicare prescription drug coverage, a Medicare Advantage Medicare Savings Account (MSA) plan or an 1876 Cost plan may enroll in a prescription drug plan and will not be automatically disenrolled from the PFFS, MSA or 1876 Cost plan.
Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM and Prescription Blue PDPSM
Premiums vary by county. You must continue to pay your Medicare Part B premium.
In Michigan, 86 percent of pharmacies are network pharmacies; nationwide, more than 80 percent of pharmacies are in the network, including the majority of chain pharmacies, as well as long-term care and home infusion pharmacies and Indian/Tribal/Urban (Indian Health Service) pharmacies (Source: 2010 Pharmacy Directory). In general, benefits are only available at contracted network pharmacies. Plan drugs may be covered in special circumstances, for instance, illness while traveling outside of the plan's service area where there is no network pharmacy. You may have to pay more than your normal cost sharing amount if you get your drugs at an out-of-network pharmacy. In addition, you will likely have to pay the pharmacy's full charge for the drug and submit documentation to receive reimbursement from Blue Cross Blue Shield of Michigan. For additional information on network pharmacies, please call Customer Service at 1-877-469-2583, 8 a.m. to 8 p.m., seven days a week. TTY users should call 1-800-481-8704. You may also write to: Blue Cross Blue Shield of Michigan, 600 E. Lafayette Blvd., Mail Code X435, Detroit, MI 48226.
If you decide to have your plan premium withheld from your Social Security check or deducted from your checking or savings account, it may take up to three months for the automatic deduction to begin. If your premium amount is currently withheld from your Social Security check or deducted from your checking or savings account and you wish to receive a monthly bill instead, the change may also take up to three months to become effective. During this time, you will be responsible for paying your premium.
The benefit information provided herein is a brief summary, but not a comprehensive description of available benefits. Additional information about benefits is available to assist you in making a decision about your coverage. This is an advertisement; for more information contact the plan Benefits, formulary, pharmacy, network, premium and/or coinsurance may change on Jan. 1, 2011. Please contact Blue Cross Blue Shield of Michigan for details.
In addition to enrolling through this Web site, Medicare beneficiaries may enroll in Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM through the Centers for Medicare & Medicaid Services Online Enrollment Center, located at medicare.gov. For more information, please contact Blue Cross Blue Shield of Michigan at 1-877-469-2583, 8 a.m. to 8 p.m. seven days a week. TTY users should call 1-800-481-8704. You may only enroll in Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM or Prescription Blue PDPSM during specific times of the year. To learn more about enrollment periods, please contact Customer Service.
This document is available in alternate formats or languages. For more information, call 1-877-469-2583, 8 a.m. to 8 p.m. seven days a week. TTY users should call 1-800-481-8704.
Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM and Prescription Blue PDPSM are issued by Blue Cross Blue Shield of Michigan, which contracts with the federal government. Medicare Plus Blue PPOSM, Medicare Plus Blue PFFSSM and Prescription Blue PDP'sSM contracts with CMS are renewed annually and the availability of coverage beyond the end of the contract year is not guaranteed.
You may be able to get extra help to pay for your prescription drug premiums and costs. To see if you qualify for getting extra help, call:
1-800-MEDICARE (1-800-633-4227). TTY/TDD users should call 1-877-486-2048, 24 hours a day, seven days a week;
The Social Security Office at 1-800-772-1213 between 7 a.m. and 7 p.m., Monday through Friday. TTY/TDD users should call 1-800-325-0778; or
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