760 IAC 1-59-8 Toll free telephone number

Sec. 8. (a) An insurer and a health maintenance organization shall establish a toll free telephone number through which grievances and appeals may be filed and information about grievance procedures obtained. (b) An individual who is knowledgeable about the insurer's or the health maintenance organization's grievance procedures and any applicable state laws and regulations must be available to respond to calls received at the toll free telephone number at least forty (40) normal business hours per week. The toll free telephone number must be answered by an answering machine or similar device at all other times. (c) Any messages left through the toll free telephone number must be returned on the following business day by a qualified individual. (d) The toll free telephone number must accept grievances in English and the languages of the major population groups served by the health maintenance organization.