You have the right to appeal any decision not to provide you or pay for an item or service. If you need assistance to understand HMSA’s decision, our Customer Relations department can help. Please call them at 948-6000 on Oahu or toll-free from the Neighbor Islands and U.S. Mainland at 1 (900) 660-4672. You can also visit your nearest HMSA Center or office and we will be happy to help. Customer Relations can help you understand:
- The rules of guidelines that were used to determine HMSA payment.
- The medical explanation of why the service wasn’t covered.
- The diagnosis and treatment codes submitted for your claim and what they mean.
If you want to file an appeal, you must appeal within 60 calendar days after the date of the denial. If you want someone else to act for you, you can name a relative, friend, attorney, doctor, or someone else to act as your representative. TTY users call 711. These numbers are available 7 days a week, 8 a.m. to 8 p.m. Both you and the person you want to act for you must sign and date a statement confirming this is what you want. You will need to mail or fax this statement to us.
An appeal is when you want us to reconsider a decision we’ve made about your health plan or prescription drug coverage for services or benefits that have been requested or received.
Standard appeal – Generally, we use the standard deadlines for giving you our decision. For an appeal for a medical service you haven’t yet received, we will give you an answer within 30 days after we receive your request. (We may take more time if we need information that could benefit you. If we take extra time, we'll tell you in writing.) For a standard appeal for prescription drugs, we'll give you an answer within 7 calendar days.
Fast appeal – If your health requires it, you can ask for a fast appeal. We’ll give you an answer within 72 hours after we receive your appeal.
To start an appeal, you, your doctor, or your representative, must contact us. You may use the following appeal forms to mail or fax to our appeals coordinator at the address below.
To review your appeal, we’ll need the following information:
- Your full name.
- Your subscriber number.
- A daytime telephone number where we can reach you.
- The service (laboratory tests, surgery, prescription drug, etc.).
- Your HMSA notice of coverage or denial.
- Provider name.
- Description of the facts, including why you think our decision is in error.
- Supporting documentation, if any.
- Personal Authorization, if applicable.
- Sign and date the form and mail it to:
HMSA Akamai Advantage
Attn: Appeals Coordinator
P.O. Box 1958
Honolulu, HI 96805-1958
Or fax to: 808-952-7546
For process or status questions, members and/or physicians can contact HMSA Member Advocacy & Appeals at the numbers listed below.
During business hours: Monday through Friday, 8 a.m. to 8 p.m.: 808-948-5090 on Oahu or toll-free from the Neighbor Islands and Mainland at 1-800-462-2085. Calls to these numbers are free.
After business hours (Requests for fast appeals only): 808-948-6483. This is not a Customer Relations phone number. Calls to this number aren’t free.
TTY users call 711.