We base decisions on the appropriateness of care and service.
We review coverage requests to determine if the requested
service is a covered benefit under the terms of the member’s
plan and is being delivered consistent with established
guidelines. If we deny a request for coverage, the member
(or a physician acting on the member’s behalf) may appeal
this decision through the complaint and appeal process.
Depending on the specific circumstances, the appeal may
be made to a government agency, the plan sponsor or an
external utilization review organization that uses independent
physician reviewers, as applicable.