File a Grievance or Complaint

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.

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.