Member Services: 1-800-838-8271 TTY: 711

To enroll by phone call: 1-800-838-5914

Member Rights and Responsibilities

These rights and responsibilities are for all members, regardless of race, sex, culture, economic, educational or religious background. Refer to Chapter 8: Rights and Responsibilities in your Evidence of Coverage.

  • To be treated with respect and fairness at all times and to protect members from discrimination or unfair treatment.
  • To the privacy of their medical records and personal health information.
  • To see network providers, get covered services within a reasonable amount of time.
  • The right to choose a Primary Care Provider (PCP) within the network.
  • Timely access to specialty providers with a referral.
  • Right to a women’s health specialist within the network and without a referral.
  • Get prescriptions filled or refilled at any network pharmacy without long delays.
  • Receive information on available treatment options (including the option of no treatment) or alternative courses of care in a way that they can understand.
  • Right to a detailed explanation from Imperial Insurance Companies, Inc. if they believe a provider has denied care.
  • Use an advance directive (such as a living will or a power of attorney) to choose a representative to facilitate care of treatment decisions.
  • Right to get information from Imperial Insurance Companies, Inc. about our financial condition, and how our plan compares to other health plans.
  • Receive information in other formats and get questions answered.
  • To get information about our network pharmacies, providers and their qualifications and how we pay our doctors.
  • To get information about their prescription drugs, Part C medical care or services, and costs. The right to an explanation from Imperial Insurance Companies, Inc. about any prescription drug or medical service not covered by the plan.
  • To make complaints and obtain a prompt resolution of issues (including complaints, grievances or appeals)
  • To get more information about their rights.

Imperial Insurance Companies, Inc. Members have the responsibility:

  • To become familiar with your benefits before receiving treatment.
  • To use all of your insurance coverage.
  • To show your ID Card before receiving services.
  • To give doctors and other health care providers the information they need to provide health care and follow the treatment plans and instructions that the member and provider agreed upon.
  • To give health plan staff/providers respect and courtesy.
  • To pay any applicable copayment, deductible, co-insurance or charge for non-covered services at the time you receive treatment.
  • To notify us if you move.
  • To let us know if you have any questions, concerns, or suggestions.