760 IAC 1-59-11 Grievance resolution notice

Sec. 11. The written notification of resolution required by section 10(a) and 10(c) of this rule shall contain the following: (1) A statement of the insurer's or the health maintenance organization's understanding of the enrollee's grievance. (2) A description of the resolution reached by the insurer or the health maintenance organization stated in clear terms and the contract basis or medical rationale for the resolution stated in sufficient detail for the enrollee to respond further to the insurer's or the health maintenance organization's position. (3) A reference to the evidence or documentation used as the basis for the resolution. (4) A statement of the procedures governing an appeal, including how to file an appeal. (5) In the case of a resolution of an appeal of a grievance resolution, a notice of the enrollee's right to further remedies allowed by law. (6) The department, address, and telephone number through which an enrollee may contact a qualified representative to obtain more information about the resolution of the grievance or the right to and procedures governing an appeal or further remedies allowed by law.