Complaint and grievance form
Please provide as much detail as possible, including any supporting documentation. For assistance in completing this form, or if you have any questions, please call: 888-632-3676.
Para ayuda a llenar esta forma, o si usted tiene cualquier pregunta, por favor llame: 888-632-3676
First Dental Health (the “Plan”), the parent company of New Dental Choice (NDC), will take the following steps to resolve a Complaint / Grievance filed:
All complaints will be addressed within two (2) business days of receipt with the exception of billing inquiries that require further research or documentation. If the complaint has not been satisfactorily resolved, the Member has the right to request an appeal of the complaint and grievance resolutions. Appeals will be sent to the Grievance Committee and will be entitled to a second review with different individuals. After completing the complaint resolution process and the Member remain dissatisfied, the member may contact their state insurance departments. New Dental Choice will provide contact information for the Department of Insurance or Regulatory Compliance Agencies for your state upon request.
- Upon receipt of the Complaint / Grievance, an investigation will commence with an initial call to the provider's office (within 48 business hours of receipt by New Dental Choice)
- If not resolved within five (5) days, an Acknowledgement of Complaint letter will be sent via U.S. First-Class Mail or Email
- Once a satisfactory outcome has been reached and the Complaint / Grievance is considered resolved by all parties, a Resolution letter is sent to the member either by U.S. First-Class Mail or Email within thirty (30) calendar days of the Acknowledgment of Complaint letter
Attention California Residents: The California Department of Managed Health Care is responsible for regulating health care service plans. If you have a grievance against your health plan, you should first telephone your health plan at 888-632-3676 and use your health plan's grievance process before contacting the department. Utilizing this grievance procedure does not prohibit any potential legal rights or remedies that may be available to you. If you need help with a grievance involving an emergency, a grievance that has not been satisfactorily resolved by your health plan, or a grievance that has remained unresolved for more than 30 days, you may call the department for assistance. You may also be eligible for an Independent Medical Review (IMR). If you are eligible for IMR, the IMR process will provide an impartial review of medical decisions made by a health plan related to the medical necessity of a proposed service or treatment, coverage decisions for treatments that are experimental or investigational in nature and payment disputes for emergency or urgent medical services. The department also has a toll-free telephone number 888-466-2219 and a TDD line 877-688-9891 for the hearing and speech impaired. The department’s internet website www.dmhc.ca.gov has complaint forms, IMR application forms and instructions online.
Thank you for taking the time to express your opinions and concerns. Your feedback is important to us and is viewed as an important tool in providing a quality dental discount program. If you have any questions, contact us at 888-632-3676, Monday to Friday 8:00 a.m. to 5:00 p.m. Pacific time or using the contact us form.