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The disputes process

Reconsiderations and post-service appeals for health care professionals. Any health care professional (licensed individual or groups) that provides health services to our members can dispute a decision. We do not charge for disputes.

What's the difference between a reconsideration and an appeal?

 

We offer two ways to dispute a claim decision: with a reconsideration or an appeal. We don't charge for either.

What's a reconsideration?

 

A reconsideration is a formal review of a previous claim decision. It covers reimbursement decisions, coding decisions and claims that need to be reprocessed.

 

Some claims skip reconsideration and go straight to appeal. These include:

  • Adverse initial claim decisions based on medical necessity, a payment policy, or experimental/investigational coverage
  • Denials for non-inpatient hospital services with no precertification
  • Adverse initial utilization review decisions
  • Retroactive authorizations
  • Medicare nonparticipating review decisions
  • Some non-Medicare claims under state legislation

 

Submitted a reconsideration that should be an appeal? We'll route it to the right place.

What's an appeal?

An appeal is a written request to change or overturn a previous decision. That includes reconsideration decisions and initial utilization review or clinical claim decisions.
 

Appeals apply when a decision was based on:
 

  • Medical necessity
  • A payment policy
  • Experimental or investigational coverage criteria

 

Some situations go directly to appeal. They skip reconsideration entirely. These include:
 

  • Adverse initial inpatient claim decisions
  • Outpatient service denials for no precertification
  • Adverse utilization review decisions
  • Retroactive authorizations

How the reconsideration process works


You need to file your reconsideration within 180 calendar days of the initial claim decision.

Sent us an appeal by mistake? If it should be a reconsideration, we'll route it correctly.

Include the following with your request:
 

  • Medical records, office notes and other supporting documents
  • A completed dispute and appeal form OR a written explanation that includes:
  • Reason for reviewing the initial determination
  • Member ID number
  • Patient name
  • Tax identification number (TIN)
  • Claim ID
  • Date(s) of service and billed amounts
  • Procedure codes and modifiers being disputed

 

Find forms for Medicaid, Medicare and non-Medicare plans

You have three options:
 

Response times vary 


It depends on the request and whether a specialty unit needs to review it.

In most cases, you'll receive an EOB or letter within 30 business days of us receiving the request.

Check your status.
 

  • Filed through Availity? Log in to track your request.

  • Filed by mail or fax? Call us: 

How the appeals process works


File your appeal within 60 calendar days of the reconsideration decision. 
 

If the issue didn't qualify for reconsideration, different time frames apply:

  • Up to 180 days for Medicare and Commercial
  • Up to 65 days for Medicare non-contracted providers

 

Sent a reconsideration that should be an appeal? We'll route it to the right place. 
 
Post-service appeals are not eligible for expedited handling. Refer to the member's health plan benefits for details.

Include the following, unless you already sent it with your reconsideration:
 

  • A clear explanation of why you disagree with the decision
  • Supporting documents (medical records, office notes or remittance advice)
  • The denial letter or EOB and original claim, for reference 
  • A completed dispute and appeal form (not required if filing through Availity)

 

Required for a valid appeal:
 

  • A completed dispute and appeal form

  • A written explanation identifying the denied codes or payments being disputed

  • Medical records and any other relevant documentation 

 

Incomplete submissions may affect how your appeal is handled.

You have three options:
 

We'll send a decision by mail or fax within 60 business days of receiving your appeal — or of receiving any additional information we request.

Contact us the same way you filed, or use the information below.

 

  • Non-Medicare (Commercial)

    Call: 1-888-632-3862 ${tty}

     

    Mail:

    Aetna Provider Resolution Team

    PO Box 14020

    Lexington, KY 40512

     

    Fax: 1-859-455-8650

  • Medicare contracted

    Call: 1-800-624-0756 ${tty}

     

    Mail:

    Medicare provider appeals

    PO Box 14835

    Lexington, KY 40512

     

    Fax: 1-860-900-7995

  • Medicare non-contracted

    Call: 1-800-624-0756 ${tty}

     

    Mail: 

    Medicare non-contracted provider appeals

    PO Box 14067

    Lexington, KY 40512

     

    Fax: 1-724-741-4953

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