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File a Grievance or Complaint

Information Last Updated: 11/13/2018

Brand New Day

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Brand New Day is interested in hearing from you about what is not working, as well as, how you would like it to. We are interested in complaints you may have about services you received, the way you were treated, the care you received (or didn’t receive in a timely manner), if you were charged incorrectly, or any other complaint you may have. We want to correct any inappropriate behavior, processes, or payments. You will not be “in trouble” or mistreated by us or your doctors if you complain. We’ll make sure of it. Your calls help us improve.
 

Filing a Grievance or Complaint

 

The first step is to call Brand New Day and tell them your complaint. The representative who answers your call will write it down for you and will send it immediately to the Complaints (Grievance) Department.
 

If you do not wish to call, you can put your complaint in writing and send it to us by fax or letter. Write a description regarding what caused you to be unhappy or mad. In your description include dates, names, and tell us all about the problem. If you put your complaint in writing, we will respond to your complaint in writing. We will research the matter, and we will respond to you within 30 days.

Member Services Department Contact Information

Send us your grievance or complaint through any of the following ways:
Call: 1-866-255-4795, TTY 711
Mail:

Brand New Day
Attn: Appeals and Grievances Department
PO Box 93122
Long Beach, CA 90809

Fax: 1-657-400-1217
Email: complaints@universalcare.com

For more detailed information about filing an appeal, see your Brand New Day Evidence of Coverage on this website or call and ask us send you a copy.

Whether you call or write, you should contact Brand New Day as soon as possible after the incident. Complaints should be made within 60 calendar days of the day you had the problem.
 

We will look into your complaint and give you an answer. We must respond whether we agree with the complaint or not.

  • If possible, we will answer you right away. If you call us with a complaint, we may be able to give you an answer at the time you call.
  • Most complaints are answered in 30 calendar days. If your health condition requires us to answer more quickly, we will do that. If we need more information and the delay is in your best interest, or if you ask for more time, we can take up to 14 more calendar days (44 calendar days total) to answer your complaint.
  • If you are making a complaint because we denied your request for a “fast coverage decision” or a “fast appeal,” we will automatically give you a “fast” complaint. If you have a “fast” complaint, it means we will give you an answer within 24 hours.

If Brand New Day is not helping with your complaint, you can submit a complaint about Brand New Day directly to Medicare. Medicare takes your complaints seriously and will use the information to help improve the quality of the Medicare program.

To submit a complaint to Medicare, go to: https://www.medicare.gov/MedicareComplaintForm/home.aspx

If you have any other feedback or concerns, or if you feel the plan is not addressing your issue, please call
1-800-MEDICARE (1-800-633-4227). TTY/TDD users can call 1-877-486-2048.