An appeal is when you want us to reconsider a decision we’ve made about your
health plan or prescription drug coverage for services or benefits you’ve
Standard appeal – The timeframe we have to make a decision
after we receive your request depends on whether you have already received your
care or service, or if you are waiting to receive your care or service. Refer to
your Evidence of Coverage for detailed information about the standard appeal process.
Fast appeal – We must notify you by telephone within 72 hours
followed by a letter explaining our decision. We will contact you sooner if your
health requires us to. Refer to your Evidence of Coverage for detailed information
about the fast appeal process.
Medicare appeals forms:
Please print out and complete the appeal form and mail or fax it to our appeals
coordinator at the address below.
To review your appeal, we’ll need the following information:
- Your full name.
- Your member number.
- A daytime telephone number where we can reach you.
- The service (laboratory tests, surgery, prescription drug, etc.).
- Your HMSA notification of preauthorization denial.
- Provider name.
- Description of the facts, including why you think our decision is in error.
- Supporting documentation, if any.
- Personal Authorization, if applicable.
Sign and date the form and mail it to:
HMSA Akamai Advantage
Attn: Appeals Coordinator
P.O. Box 1958
Honolulu, HI 96805-1958
Or fax to: (808) 952-7546 or (808) 948-8206
We’ll notify you of our decision regarding your appeal as quickly as your
case requires, based on your health status, but no later than 30 calendar days after
receiving your appeal for a future health plan service, 60 calendar days for a past
service, or seven calendar days for a prescription drug. You can also request a
fast appeal if your health is in jeopardy.
For process or status questions, members and/or physicians can contact HMSA Member
Advocacy &smp; Appeals at the numbers listed below.
During business hours: Monday through Friday, 8 a.m. to 6 p.m.: (808) 948-5090 on
Oahu or toll-free from the Neighbor Islands and U.S. Mainland at 1 (800) 462-2085.
Calls to these numbers are free.
After business hours (Requests for fast appeals only): (808) 948-6483. This is not
a Customer Service phone number. Calls to this number are not free.
TTY users call 711.