Carrier and Utilization Review Organization Acknowledgment of Internal Grievances

(1) A written acknowledgment of the receipt of a grievance shall be sent by the carrier or utilization review organization to the insured or the insured's authorized representative, if any, within 15 days of receipt, except where an oral grievance has been reduced to writing by the carrier or utilization review organization pursuant to 958 CMR 3.302(1) or this time period is waived or extended by mutual written agreement of the insured or the insured's authorized representative and the carrier. (2) In its written acknowledgement, the carrier or utilization review organization shall describe the carrier's process for considering the grievance and the date by which the insured will receive a decision.