COMPLAINTS, APPEALS AND EXTERNAL REVIEW RIGHTS
We encourage you to contact a Gundersen Health Plan customer service representative if you have an inquiry, concern, or complaint regarding our plan, or one of our participating healthcare providers. The customer service representative acts as an intermediary to resolve these types of issues. You can reach Customer Service at (608) 775-8007 or toll-free at (800) 897-1923.
If you have questions or require language assistance, please call Customer Service. For people who are deaf, hard of hearing or speech impaired, please call TTY/TDD 711 or toll free 800-877-8973 or you may call through a video relay service company of your choice. Interpreter services are provided free of charge.
If the customer service representative is unable to resolve the issue to your satisfaction, they will advise you of your right to submit a written grievance to the member advocate. The member advocate is an individual employed by the health plan who specializes in the grievance process. The member advocate will receive and record your written grievance and will have it investigated by the appropriate staff. The advocate will assist you through the grievance procedure and advise you or your authorized representative of the disposition of the grievance and the action taken.