Phone script: call your regulator

Date of this call: [Date of the call] 1. Say: "My name is [Your name]. I want to ask about a complaint about my health plan, [Name of the health plan]." 2. Ask: "Does your agency handle complaints about my kind of coverage? My coverage comes from [my job, the marketplace, or an insurer I bought from]. I am not sure whether my employer pays claims itself." 3. If the answer is no, ask: "Which agency handles it, and what is its phone number?" For an employer plan this may be the Department of Labor, 1-866-444-3272. For a surprise bill it may be the No Surprises Help Desk, 1-800-985-3059. 4. Say in 30 seconds: "[The care or drug that was denied] was denied on [Date on the denial notice]. I appealed on [Date you filed your appeal]. The problem is: [The problem in one sentence]." 5. Ask: "How do I file: online, by mail or by phone? What should I send? How long does it usually take?" 6. Say: "I understand a complaint does not stop my appeal deadline. Is that right?" Write down the answer and keep your deadlines. 7. Ask: "Does this state have a consumer assistance program that can help me with my appeal?" 8. Ask for the person's name and a complaint reference number. Ask whether the call may be recorded, and write down their answer. 9. Write down: name, identification (ID) number, date, time, reference number, the promised action and the date. 10. Close: read your notes back and ask, "Is that right?" Say, "Thank you."