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Last updated August 17, 2026

Start with your plan, not with us

My Live Health is a licensed insurance agency. We help you compare and enroll, but we do not process claims and we cannot overturn a coverage decision. Only your insurance company can do that, and the law gives you rights against the plan, not against the agency that sold it. So the first call goes to the member services number printed on your ID card.

We are glad to help you prepare. Call (833) 741-1902 and a licensed agent will walk through the denial notice with you, explain what the plan said, and help you figure out what to ask for.

How to file with your plan

• Find the instructions. Every denial notice, and every evidence of coverage, contains the address, phone number, fax, or portal for filing, plus the deadline. That notice is the authoritative instruction, not this page.
• File in writing when you can. Phone calls work, but written filings create a record with a date on it. If you call, write down who you spoke with, when, and a reference number.
• Ask for expedited review if waiting would harm you. Plans must run a faster track when a delay would seriously jeopardize your health or your ability to regain function. Say the word expedited, and have your doctor say why.
• Name a representative if you want one. You can authorize a family member, a friend, or your doctor to file and speak for you. Most plans require a short authorization form signed by you.
• Keep copies of everything and note the date you sent each item. Deadlines decide these disputes more often than arguments do.

What to include

• Your name, member ID, and the plan or policy number.
• The date of service, the provider, and the claim or reference number from the denial.
• What you are asking for, in one sentence, at the top.
• Why the decision is wrong, and the plan language you are relying on if you can point to it.
• Supporting records: a letter of medical necessity from your doctor, chart notes, test results, or bills.
• How to reach you, and whether you are asking for expedited review.

You are entitled to a free copy of the documents, records, and criteria the plan used to make its decision. Ask for them in your first letter, because they often show exactly which requirement the plan thought was unmet.

Timelines

Filing deadlines and response windows are set by the type of plan you have, by federal rules, and in some cases by state law, and they are stated on your notice. As a general shape: you get a defined period after the denial to file an internal appeal, the plan has a defined period to answer, urgent cases are answered much faster, and the clock on the next step starts when the plan gives you its final answer. Do not wait for a convenient moment, because a missed deadline can end the process regardless of the merits.

If you have a specific program

Medicare Advantage and Part D. Medicare plans run a multi-level process defined by Medicare, starting with a request to the plan and continuing to an independent review entity and beyond if needed. Your evidence of coverage sets out each level. For questions about Medicare itself you can also call 1-800-MEDICARE, 24 hours a day, 7 days a week, TTY 1-877-486-2048.

Medicaid and CHIP. In addition to the plan's own appeal, state Medicaid programs give you the right to a state fair hearing, with its own deadline, and in some cases the right to keep benefits in place while the appeal is pending if you file quickly. Contact your state Medicaid agency; the state information page points you to it.

Coverage through an employer. Employer plans follow federal rules for claims and appeals, and self-funded plans may not be subject to state insurance regulation at all. Your summary plan description explains the process and who administers it. See health plans through work.

If the plan still says no

Once you have finished the plan's internal process, many denials can be sent to reviewers who have no connection to your insurance company, and their decision binds the plan. See the external review program for who qualifies, the deadline, and how to start.

You can also file a complaint with your state department of insurance, which regulates insurance companies and can look at patterns that a single appeal cannot. Filing a complaint there does not replace your appeal, so do both.

A complaint about My Live Health

If the problem is us, tell us directly. That includes an agent who was rude, information that turned out to be wrong, a call you did not want, a plan that was not what you were told it was, or a privacy concern. Use the form below, email contact@mylivehealth.com, or call (833) 741-1902. Complaints about an agent are reviewed by someone who was not involved in the transaction, and we do not retaliate against anyone for raising one.

If you believe you were discriminated against, see the non-discrimination notice, which has its own filing process. If you suspect fraud, use the fraud, waste and abuse page. If you want a producer license investigated, your state department of insurance takes those complaints.