How to file a suggestion, appeal, complaint, or grievance

You have the right to file a suggestion, appeal, complaint or grievance about:

  • APWU Health Plan
  • A healthcare service
  • A healthcare provider or professional

All suggestions are shared with the appropriate staff and departments. All complaints are investigated and resolved by the Member Service Representative. Your provider can file a complaint for you if you give the provider your consent in writing to do so.

How to file a complaint by phone, email or mail

Call 1-800-222-APWU (2798)

Contact APWU Health Plan

Mailing address:

APWU Health Plan
P.O. Box 1358
Glen Burnie, MD 21061-1358

Response timeframe: 30 days

How to file an urgent or expedited appeal/complaint by mail

If your complaint is regarding medical care or treatment that is urgent and requires an expedited response, please follow these directions:

Mailing addresses:

High Option
APWU Health Plan
P.O. Box 1358
Glen Burnie, MD 21060-1358

Consumer Driven Option
UnitedHealthcare Appeals
P.O. Box 740816
Atlanta, GA 30374-0816

Response timeframes

Urgent/expedited pre-service claim: 72 hours

Pre-service claim—a claim requiring pre-approval as a condition of coverage: 15 business days

Post-service claim—a claim for services that have already been provided: 30 business days

Members (or designees) have the right to file a grievance or appeal when they disagree with APWU Health Plan’s decision not to authorize services or not to pay for a claim.

Appeals must be received in writing and submitted within 180 days of the original claim determination. Additional information on the appeals process may be found on our website or in the official Health Plan brochure, Section 8.

Your comments and suggestions are important to us as we strive to improve the quality of service and care we provide to our members.