We want to help. If you have a complaint about the quality of care you received, please call us toll-free at 1-877-532-3778 to tell us about your problem or for status and process questions. El Paso Health’s Member Advocate can help you file a complaint.
Within five business days of receiving your verbal or written complaint, we will send you an acknowledgement letter. El Paso Health will review the complaint and will reach a decision within 30 calendar days of receiving your complaint. A resolution letter will be sent to you.
You can send your written complaint to:
El Paso Health
Attention: Complaints and Appeals Department
1145 Westmoreland Drive
El Paso, TX 79925
Toll Free: 877-532-3778
Fax No: 915-298-7872
If you are not happy with the outcome to your complaint, you can complain to the Texas Department of Insurance (TDI) by calling 1-800-252-3439 or by writing them at:
Texas Department of Insurance
P.O. Box 149091
Austin, Texas 78714-9091
If you can get on the internet, you can send your complaint in an email to http://www.tdi.texas.gov/consumer/complfrm.html