Complaints
- A Complaint is any issue you may have with Partners Health Plan, our vendors, or our provider network.
- You may file a Complaint with Partners Health Plan at any time, verbally or in writing.
- Partners Health Plan will resolve Fast Track Complaints within 48 hours of receipt of all necessary information, but no longer than 7 days from receipt of the Complaint.
- Partners Health Plan will resolve Standard Complaints within 45 days of receipt of all necessary information, but no longer than 60 days from receipt of the Complaint.
- You will receive a Complaint Resolution Notice in the mail notifying you of our decision.
Complaint Appeals
- If you are dissatisfied with the decision of your complaint, you may file a Complaint Appeal within 60 business days from receipt of the Complaint Resolution Notice.
- Partners Health Plan will resolve Expedited Complaint Appeals within 2 business days of receipt of all necessary information.
- Partners Health Plan will resolve Standard Complaint Appeals within 30 business days of receipt of all necessary information.
- You will receive a Complaint Appeal Resolution Notice in the mail notifying you of our decision.
- If you would like to file a Complaint Appeal online, please email appeals@phpcares.org.
Department of Health Complaints
- You may also file a complaint directly with the New York State Department of Health by calling 1-800-206-8125 or emailing managedcarecomplaint@health.ny.gov