Health Billing & Insurance Complaints
Page Content
The Health Education and Advocacy Unit (HEAU) helps Maryland consumers resolve billing disputes with healthcare providers and with private insurance coverage disputes. Our mediation services are free.
Note: All complaints submitted become public records subject to disclosure requests under state law. However, confidential information (financial, medical, psychological and sociological data) remains protected. Our full privacy policy can be found
here.
Before You File
Before submitting a complaint to the Health Education and Advocacy Unit (HEAU), please review the information below. While the HEAU specializes in resolving health insurance disputes and medical billing issues, there are other resources better suited for certain types of complaints. To ensure your concern is addressed by the appropriate agency or program, please refer to the following guidelines:
Maryland Medicare beneficiaries who need help paying for their prescription drugs:
Assistance with Medicaid:
Cases involved in litigation: When consumers are represented by an attorney or there is active or past litigation, we cannot mediate the dispute.
If your issue is not listed above and involves a health insurance dispute, medical billing problem, or other health-related consumer matter, proceed with filing a complaint with the HEAU.
How to File a Complaint
Filing a complaint with the HEAU is a straightforward process designed to help you resolve healthcare disputes efficiently. Before beginning, we recommend collecting all relevant documentation related to your issue. Below are the different ways you can submit your complaint to our office.
Option 1: File Online (Recommended)
-
Gather your documentation (medical bills, Explanation of Benefits statements, denial letters, policy information)
-
Register on our
HEAU Complaint Portal
- Select "Register" in the top right corner
- Once registered, start a new complaint by selecting a complaint type
- Follow the on-screen instructions to complete your form
-
Submit supporting documents
- Attach documents during filing or later through your account
- Ensure all relevant information is included
Option 2: File by Mail, Fax, or Email
-
Download the appropriate printable form (see "Complaint Forms" section below)
-
Complete the form and gather your documentation
-
Hand Sign and send
Release of Authorization for the Release of Medical Information or
Authorized Representative form.
-
Mail, fax, or email everything to:
Office of the Attorney General
Health Education and Advocacy Unit
200 St. Paul Place, 16th Floor
Baltimore, MD 21202
Fax: 410-576-6571
Email:
[email protected]
Option 3: Call our Hotline for Assistance
If you are unable to file online or by email, please call our hotline for assistance.
- For assistance or questions: 410-528-1840
- Toll-free (in Maryland): 1-877-261-8807
What Happens Next
When we receive a completed complaint, we will first review it to make sure that our office is the best agency to assist you. We may refer your complaint to a more appropriate agency. If we can assist you, our team will begin working to help resolve your dispute. We act as an impartial mediator between you and the healthcare provider or insurance company to find a fair solution.
Complaint Review & Assessment
-
Initial Review: We assess whether our office is the appropriate agency to handle your healthcare complaint.
-
Assignment: Your case will be assigned to a supervisor who specializes in healthcare issues.
-
Contact Parties: Our mediator will contact both you and the healthcare entity to gather additional information.
-
Mediation Process: We work with both parties to negotiate a resolution to your issue.
-
Resolution: We'll keep you informed during the process and work to achieve a fair outcome.
Complaint Review Timeline
Resolution time varies based on case complexity and the responsiveness of the businesses involved. Simple billing issues may be resolved quickly, while complex issues may take longer.
Complaints are handled in the order received and assignment times depend on current caseload or filing deadlines.
If Mediation Is Unsuccessful
If we cannot resolve your issue through mediation, we can provide information about additional options, which may include:
- Filing a complaint with your insurance plan's regulatory agency
- Information about private litigation options
Frequently Asked Questions & Resources
Q: Is there a fee for your services?
A: No. HEAU services are free to Maryland consumers.
Q: Can you help with Medicare or Medicaid issues?
A: Some issues may need to be referred to specific Medicare or Medicaid agencies. We can help determine the appropriate resources for your situation.
Q: What if I'm not a Maryland resident?
A: We primarily assist Maryland residents or those who received healthcare services in Maryland. If you're from another state, we may refer you to your state's consumer protection office.
Q: Do you provide emergency assistance?
A: For medical emergencies, please call 911. The HEAU cannot provide emergency medical assistance. For urgent insurance issues affecting immediate access to care call the Maryland Insurance Administration’s 24/7 Hotline: 1-800-492-6116 or visit the
MIA’s website.
No results.
| Type of Complaint |
File Online (Recommended) |
Paper Form |
Formulario en español |
Insurance Company Complaint
For health insurance denials, plan terminations, network adequacy, or other coverage disputes.
|
File Online
|
Download PDF
|
Descargar PDF
|
|
Insurance Company Complaint (Provider Filing)
For health insurance denials or other coverage disputes.
|
File Online
|
Download PDF
|
Descargar PDF
|
Healthcare Provider Complaint
For billing, financial assistance, medical records or other healthcare related business disputes. |
File Online
|
Download PDF
|
Descargar PDF
|
Maryland Health Connection Complaint
For Maryland Health Connection denials of Qualified Health Plan coverage, Advanced Premium Tax Credits or Cost-Sharing Reductions or other unresolved problems with enrolling in or renewing coverage. |
File Online
|
Download PDF
|
Descargar PDF
|
Health Education and Advocacy Unit Contact Information
If you have questions about which type of complaint to file, please call our hotline at 410-528-1840 for assistance.
-
Health Education and Advocacy Unit Hotline: 410-528-1840 (10am-2pm Eastern)
-
Toll-free (in Maryland): 1-877-261-8807
-
Fax: 410-576-6571
-
Email: [email protected]
