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Rights & Resources

Know your health insurance rights

As an Innovation Health member, you are entitled to information that helps you:

  • Make the most of your benefits
  • Coordinate your care
  • Understand how we make coverage and claims decisions
  • Appeal a denied claim
  • Get care

Get to know your rights concerning your plan and your care and why we may not pay for certain services.

You want to protect your benefits. We understand. And we know you may not always agree with our decisions. Find out how to:

  • File a suggestion, complaint, or grievance about Innovation Health, your plan, or a health care service, provider or professional
  • Appeal the decision when we don't pay for all or part of a claim

Use our resources to make decisions about your doctors, treatments and health plans to get quality care.

Life brings changes that affect your health insurance. Maybe you've gotten married or had a child. Or you're leaving your job. Learn about your options for changing your health coverage.

Your Rights

As an Innovation Health member, you have the right to certain information and services from us.

And from the health care professionals who care for you. This includes the right to appeal a denied claim.

You also have certain responsibilities, such as learning about your health benefits plan.

Know your rights and responsibilities. It can help you understand and use your health care benefits.

View my rights and responsibilities

Know your plan details

We give you important details about how your health benefits plan works. These are called disclosures.

Claims & Coverage

How we decide what services to cover

Our goal is to help you get the proper care for your condition. However, we do not pay for every type of care a person wants.
We make decisions about what to pay for based on the members' health plan and generally accepted guidelines and policies.

  • We do not reward our employees or anyone else for denying a claim. In fact, we make known the risks of not providing proper care.
  • We make coverage decisions on a case-by-case basis consistent with applicable policies.
  • We review many of the services used by patients. These include tests, treatments, surgeries and hospital stays. We use nationally recognized guidelines to decide whether a service is appropriate and, therefore, covered. If we do not consider the service to be needed, we do not pay for it.

When we do not pay for a service it is called a denied claim. If your claim is denied, we will send you a letter to let you know. If you don't agree, you can file an appeal. Once there are no appeals left, independent doctors may review your denied claim. This is called an external review.

Aetna and its affiliates provide certain management services for Innovation Health.

We comply with Federal laws

Innovation Health does not discriminate in providing access to health care services on the basis of race, disability, religion, sex, sexual orientation, health, ethnicity, creed, age or national origin. Federal law mandates that Innovation Health comply with Title VI of the Civil Rights Act of 1964, the Age Discrimination Act of 1975, the Americans with Disabilities Act, other laws applicable to recipients of federal funds, and all other applicable laws and rules.

We review new technologies

To decide if our plans' benefits should cover new medical technologies, we:

  • Study their safety and effectiveness based on the research
  • Talk to experts
  • Consider guidelines from medical and government groups, including the Agency for Healthcare Research and Quality (AHRQ) and the Centers for Medicare and Medicaid Services (CMS)
  • Determine whether new tests, procedures, and treatments are experimental or investigational

Innovation Health’s policies about specific medical technologies are described in clinical policy bulletins.

We also review existing tests, procedures, and treatments to see if they can be used in new ways and to determine the appropriate policies for paying claims.

Aetna and its affiliates provide certain management services for Innovation Health.

How Innovation Health pays claims for out-of-network benefits

We negotiate rates with doctors, dentists and other health care providers to help you save money. We refer to these providers as being "in our network." Some of our benefit plans pay for services from providers who are not in our network. Read how we pay for out-of-network care and how we calculate those payments. Always check the language of your benefit plan to determine which method Innovation Health uses to pay your out-of-network benefits.

External Review

Affordable Care Act

The Patient Protection and Affordable Care Act (PPACA) was enacted on March 23, 2010.  The Department of the Treasury, Department of Labor and the Department of Health and Human Services issued interim final regulations implementing the requirements regarding internal claims and appeals and external review processes for group health plans and health insurance coverage in the group and individual markets.

In compliance with the Affordable Care Act and modeled after the Uniform Health Carrier External Review Model Act (NAIC Uniform Model Act), covered persons must have the opportunity for an independent review of adverse determinations or final adverse determinations based on medical judgment or a determination that a recommended or requested health care service or treatment is experimental or investigational or for rescission of coverage. Your plan type and the state of your contract or residence will determine whether your coverage denial is subject to a state or federal standard regulations.

All non-grandfathered plans (self-funded, insured, group & individual) are subject to some form of external review process. Your plan documents will provide a description of the applicable external review process.  You will be provided with the applicable external review rights along with a description of how to pursue an external review in the adverse or final adverse determination letter as you exhaust the internal appeal process.

States that have an external review process that meets certain minimum consumer protections set forth under federal requirements will be allowed to apply their state external review process. Health insurers must comply with the state external review process in those states.  If your plan is subject to a state mandated process a description of that process will be provided in your plan documents.

For individual plans and fully insured group health plans in states that do not have external review legislation or where a state does not meet the minimum consumer protections under the federal law, Innovation Health will administer an external review process that complies with the federal requirements. 

Claims Denials

How to appeal a denied claim

If we deny a claim and you do not agree, you can ask for a review. This is called an appeal. Log in to your secure member website for more information or call us at the number on your member ID card.

You may appeal on your own. You also may authorize someone to appeal for you. This is called an authorized representative.

How long do I have to ask for an appeal?

You have 180 days from when you get the notice of the denied claim, unless your plan brochure (or Summary Plan Description) gives you a longer period of time.

What should the request include?

  • The group name (usually your employer or organization that sponsors your plan)
  • Your name
  • Your member ID number (found on your  medical ID card)
  • Any comments, documents, records and other information you would like us to consider. (If there are documents you need for your claim, call the Member Services phone number listed on your member ID card. We will send them to you free of charge.)

How long will it be before Innovation Health makes a decision?

How soon we respond may vary. It depends on a state law, whether your appeal is urgent or your plan offers one or two levels of appeal.

  • Plans that provide for one appeal
    •  If we had to approve your claim before you got care, we will decide within 30 days of getting your appeal.
    • For other claims, we’ll decide within 60 days.
  • Plans that provide for two appeals
    • If we had to approve your claim before you got care, we will decide within 15 days of getting your appeal.
    • For other claims, we’ll decide within 30 days.
    • In either case, if you do not agree with our decision, you can ask for a second review. You have 60 days from the date that you get the appeal decision letter to let us know. You can call Member Services at the phone number listed on your member ID card, or write to us.
  • Urgent care claims
    We make decisions for urgent care claims more quickly. If your doctor feels that a delay will put your health, your life or your recovery at serious risk or cause you severe pain, that’s an urgent care claim. You or your doctor may ask for an "expedited" appeal. Call the toll-free number on your Member ID card or the number on the claim denial letter.
    • If your plan has one level of appeal, we’ll tell you our decision no later than 72 hours after we get your request for review.
    • If your plan has two levels of appeal, we’ll tell you our decision no later than 36 hours after we get your request for review.

What is an external review?

What if your claim is still denied after your appeals? You may be able to have a third party (independent party) review your denied claim. This is called an external review.

The Affordable Care Act (ACA) created new rules for health plans. Now health plans that are subject to the law must include an external review process. Learn more about the Innovation Health External Review Program and if your claim denial is eligible for external review.

Options for Changing Health Coverage

Life Changes. So Can Your Coverage

If you have health benefits through your employer, you can change them during "open enrollment." It's typically in the fall. It's your chance to choose a new health plan, pick new benefits or cancel your current plan.

The only other times you can change your health benefits is when you:

  • Get married
  • Get a divorce or legal separation
  • Give birth or adopt a child
  • Lose your health coverage because your spouse or domestic partner lost his or her job
  • Lose your health coverage because your spouse or domestic partner died

Check with your employer to learn more.

When job-related changes happen

Losing a job or changing jobs usually means giving up the health insurance plan you have through work. Here are some options for getting new health coverage:

  • Find out if you can stay on your employer's health plan for a period of time through the Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA).
  • Buy an individual plan on your own.
  • Join a government program, such as Medicaid.
  • Understand your rights. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) makes it easier for people to change jobs without losing health coverage. 

Graduating college?

This may be the first time you're thinking about health benefits. To get covered consider these options:

  • Join or stay on your parent's health plan. Contact the employer's Human Resources department for more information.
  • Buying an individual health plan on your own.
  • Getting coverage through a new employer



If your employer is subject to federal COBRA, you may be eligible to continue your group health plan coverage on a temporary basis. This coverage, however, is only available when coverage is lost due to specific events. For more information, please contact your employer.

Pennsylvania continuation

Full-time students who are eligible for health insurance coverage under their parents' health plan, who are members of the Guard or Reserve, and who meet the eligibility conditions, are eligible to be covered under their parents’ health insurance coverage for additional time after they become a full-time student in an accredited institution of higher learning. Their coverage will extend for the shorter period equal to the duration of the dependent's service or until they are no longer full-time students. For more information, please call the number that is printed on your ID card.

Individual products

Innovation Health also offers a selection of health care plans that can be purchased directly from us. 

Stay Safe: Avoid Medical Mistakes

More people die of medical mistakes and errors each year than from highway accidents, breast cancer or AIDS.

Medical mistakes happen in the hospital. People get the wrong drug or the wrong dose of a drug. People go into the hospital infection-free but catch something while in the hospital. Then there are the bedsores, falls, blood clots and more.

Mistakes also happen at home. Some people don't understand how to take their medicines correctly. And drug interactions are a problem.

Tools you can use

Take charge of your personal safety to prevent medical errors.

If you have an Innovation Health health plan, we have tools that can help.

Drug safety

Learn how to avoid prescription drug errors. Read about your medicationsAnd find out if you are at risk for harmful drug interactions. Innovation Health members receive pharmacy benefits through Aetna.

And we work behind the scenes

We have a program that reviews your medical information. It looks at claims and conditions. Even prescriptions. We can then alert your doctor to possible ways to improve your care or avoid possible areas of danger.

Other helpful sites

Check out these patient safety sites:

20 Tips to Help Prevent Medical Errors
Great tips for how you can stay safe.

Safe Patient Project
Read about medical errors or submit your own story.

National Patient Safety Foundation
Find helpful materials to print before a doctor appointment or hospital stay

Joint Commission on Accreditation of Healthcare Organizations
See the patient safety tips in their SpeakUp video series.

Commission on Cancer
Learn about approved cancer programs.

Leapfrog Group
Find information on health care quality to help you compare hospitals.

Safe Care Campaign
Learn how to participate in your care.

Now that’s innovation

Innovation Health is transforming the health care journey. Through innovative programs, coordinated care, and remarkable access, our health plans are personalized to fit our members’ needs. Discover how we are helping members achieve their health ambitions right in their community.

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Legal Notices & Privacy Policies

Health plans are offered and/or insured by Innovation Health Plan, Inc. (“Innovation Health”). Innovation Health® is the brand name used for products and services provided by Innovation Health Plan, Inc. Innovation Health Plan, Inc. is an affiliate of Aetna Life Insurance Company and its affiliates (Aetna). Aetna provides certain management services to Innovation Health. Aetna, CVS Pharmacy® and MinuteClinic, LLC (which either operates or provides certain management support services to MinuteClinic-branded walk-in clinics) are part of the CVS Health® family of companies.

This material is for information only and is not an offer to contract. An application must be completed to obtain coverage. Rates and benefits vary by location. Providers are independent contractors and are not agents of Innovation Health. Provider participation may change without notice.

Language Assistance Language assistance can be provided by calling the number on your member ID card. For additional language assistance: Español | 中文 | Tiếng Việt | 한국어 | Tagalog | Pусский | العربية | Kreyòl | Français | Polski | Português | Italiano | Deutsch | 日本語 | فارسی | Other Languages…