30 2024 Evidence of Coverage for WA PEBB Kaiser Permanente Senior Advantage Chapter 2: Important phone numbers and resources METHOD Coverage decisions about medical care – contact information WRITE Kaiser Permanente Attn: Utilization Management 500 NE Multnomah St., Suite 100 Portland, OR 97232-2099 WEBSITE https://healthy.kaiserpermanente.org/oregon-washington/support How to contact us when you are making an appeal or complaint about your medical care An appeal is a formal way of asking us to review and change a coverage decision we have made. You can make a complaint about us or one of our network providers, including a complaint about the quality of your care. This type of complaint does not involve coverage or payment disputes. For more information about making an appeal or a complaint about your medical care, see Chapter 7, "What to do if you have a problem or complaint (coverage decisions, appeals, complaints)." METHOD Appeals or complaints about medical care – contact information CALL 1-877-221-8221 Calls to this number are free. 7 days a week, 8 a.m. to 8 p.m. TTY 711 Calls to this number are free. 7 days a week, 8 a.m. to 8 p.m. FAX 1-855-347-7239 WRITE Kaiser Permanente Member Relations 500 NE Multnomah St., Suite 100 Portland, OR 97232-2099 WEBSITE kp.org MEDICARE You can submit a complaint about our plan directly to Medicare. WEBSITE To submit an online complaint to Medicare, go to www.medicare.gov/MedicareComplaintForm/home.aspx. Where to send a request asking us to pay for our share of the cost for medical care you have received If you have received a bill or paid for services (such as a provider bill) that you think we should pay for, you may need to ask us for reimbursement or to pay the provider bill. See Chapter 5, "Asking us to pay our share of a bill you have received for covered medical services." kp.org