Rights & Resources

Your Rights & Resources

Know your health insurance rights

As an Innovation Health member, you are entitled to information that helps you:

  • Make the most of your benefits
  • Coordinate your care
  • Understand how we make coverage and claims decisions
  • Appeal a denied claim
  • Get care

Get to know your rights concerning your plan and your care and why we may not pay for certain services.

You want to protect your benefits. We understand. And we know you may not always agree with our decisions. Find out how to:

Use our resources to make decisions about your doctors, treatments and health plans to get quality care.

Life brings changes that affect your health insurance. Maybe you've gotten married or had a child. Or you're leaving your job. Learn about your options for changing your health coverage.

Your Rights

As an Innovation Health member, you have the right to certain information and services from us.

And from the health care professionals who care for you. This includes the right to appeal a denied claim.

You also have certain responsibilities, such as learning about your health benefits plan.

Know your rights and responsibilities. It can help you understand and use your health care benefits.

View my rights and responsibilities

  • I am an Innovation Health Commercial HMO or PPO member

    Member Rights and Responsibilities HMO or PPO Plan Members

    As an Innovation Health HMO or PPO member, you have a right to:


    • Know the names and qualifications of health care professionals involved in your medical treatment.
    • Get up-to-date information about the services covered or not covered by your plan, and any limitations or exclusions.
    • Know how your plan decides what services are covered.
    • Get information about copayments and fees that you must pay.
    • Get up-to-date information about the health care professionals, hospitals and other providers that participate in the plan.
    • Be told how to file a complaint or appeal with the plan.
    • Know how the plan pays both in-network and out-of-network health care professionals for providing services to you.
    • Receive information from health care professionals about your medications, including what the medications are how to take them and possible side effects.
    • Receive from health care professionals as much information about any proposed treatment or procedure as you may need in order to consent to or refuse a course of treatment. Except in an emergency, this information should include a description of the proposed procedure or treatment, the potential risks and benefits involved, any alternate course of treatment (even if not covered) or non-treatment and the risks involved in each, and the name of the health care professional who will carry out the procedure or treatment.
    • Be informed by participating health care professionals about continuing health care requirements after you are discharged from inpatient or outpatient facilities.
    • Be informed if a health care professional plans to use an experimental treatment or procedure in your care. You have the right to refuse to participate in research projects.
    • Receive an explanation about non-covered services.
    • Receive a prompt reply when you ask the plan questions or request information.
    • Receive a copy of the plan's Member Rights and Responsibilities Statement.

    Access to Care

    • Obtain primary and preventive care from the primary care physician you chose from the plan's network.
    • Change your primary care physician to another available primary care physician who participates in the plan.
    • Get necessary care from participating network specialists, hospitals and other health care professionals.
    • Be referred to participating network specialists who are experienced in treating your chronic illness.
    • Be told by your health care professionals how to schedule appointments and get health care during and after office hours. This includes continuity of care.
    • Be told how to get in touch with your primary care physician or a back-up physician 24 hours a day, every day.
    • Call 911 (or any available emergency response service) or go to the nearest emergency facility when you have a medical condition with acute symptoms that are severe enough that a prudent layperson, who has average knowledge of health and medicine, could reasonably expect the lack of immediate medical attention to result in serious danger to the person's health.
    • Receive urgently needed medically necessary care.

    The Freedom to Make Decisions

    • Use these rights regardless of your race, physical or mental disability, ethnicity, gender, sexual orientation, creed, age, religion, national origin, cultural or educational background, economic or health status, English proficiency, reading skills, genetic information, or source of payment for your care.
    • Have any person who has legal responsibility to make medical care decisions for you make use of these rights on your behalf.
    • Refuse treatment or leave a medical facility, even against the advice of doctors (providing you accept responsibility and the consequences of the decision).
    • Complete an Advance Directive, Living Will or other directive and give it to your health care professionals.
    • Know that you or your health care professional cannot be punished for filing a complaint or appeal.

    Personal Rights

    • Be treated with respect for your privacy and dignity.
    • Have your medical records kept private, except when permitted by law or with your approval.
    • Be involved in deciding on the kind of care you do or do not want.

    Input & Feedback

    • Have your health care professional's help when you have to make decisions about the need for services and if you are involved in a complaint process.
    • Suggest changes in the plan's policies and services, including our Member Rights and Responsibilities policy.

    As an Innovation Health HMO or PPO member, you have a responsibility to:

    Exercise Your Rights

    • Choose a primary care physician from the plan’s network and form an ongoing patient-physician relationship.
    • Help your health care professional make decisions about your health care.

    Follow Instructions

    • Read and understand your plan and benefits. Know your copayments and what services are covered and what services are not covered.
    • Follow the directions and advice you and your health care professionals have agreed upon.
    • See the specialists your primary care physician refers you to.
    • Make sure you have the correct authorization for certain services, including inpatient hospitalization and out-of-network treatment.
    • Show your member ID card to health care professionals before getting care from them.
      Pay the copayments required by your plan.
    • Promptly follow your plan's complaint procedures if you believe you need to submit a complaint.
    • Treat doctors and all providers, their staff, and the staff of the plan with respect.
    • Not be involved in dishonest activity directed to the plan or any health care professional.


    • Tell your health care professionals if you do not understand the treatment you receive and speak up if you do not understand how to care for your illness.
    • Tell a health care professional promptly when you have unexpected problems or symptoms.
    • Consult with your primary care physician for referrals to non-emergency covered specialist care or hospital care.
    • Understand that network doctors and other health care professionals who care for you are not employees of Innovation Health and that Innovation Health does not control them.
    • Call Innovation Health’s Member Services department about your plan if you do not understand how to use your benefits.
    • Give correct and complete information to doctors and other health care professionals who care for you.
    • Tell Innovation Health about other medical insurance coverage that you or your family members may have.
    • Ask your treating doctor about all treatment options, and how the doctor is paid by Innovation Health.

    You may have additional rights and responsibilities depending upon any state laws applicable to your plan.


    Health benefits and health insurance plans are offered and/or underwritten by Innovation Health Insurance Company and Innovation Health Plan, Inc. Innovation Health Insurance Company and Innovation Health Plan, Inc. are affiliates of Inova and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna provides certain management services to Innovation Health.

    ©2016 Innovation Health Holdings, LLC.

Know your plan details

We give you important details about how your health benefits plan works. These are called disclosures.

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Claims & Coverage

How we decide what services to cover

Our goal is to help you get the proper care for your condition. However, we do not pay for every type of care a person wants.
We make decisions about what to pay for based on the members' health plan and generally accepted guidelines and policies.

  • We do not reward our employees or anyone else for denying a claim. In fact, we make known the risks of not providing proper care.
  • We make coverage decisions on a case-by-case basis consistent with applicable policies.
  • We review many of the services used by patients. These include tests, treatments, surgeries and hospital stays. We use nationally recognized guidelines to decide whether a service is appropriate and, therefore, covered. If we do not consider the service to be needed, we do not pay for it.

When we do not pay for a service it is called a denied claim. If your claim is denied, we will send you a letter to let you know. If you don't agree, you can file an appeal. Once there are no appeals left, independent doctors may review your denied claim. This is called an external review.

Aetna and its affiliates provide certain management services for Innovation Health.

We comply with Federal laws

Innovation Health does not discriminate in providing access to health care services on the basis of race, disability, religion, sex, sexual orientation, health, ethnicity, creed, age or national origin. Federal law mandates that Innovation Health comply with Title VI of the Civil Rights Act of 1964, the Age Discrimination Act of 1975, the Americans with Disabilities Act, other laws applicable to recipients of federal funds, and all other applicable laws and rules.

We review new technologies

To decide if our plans' benefits should cover new medical technologies, we:

  • Study their safety and effectiveness based on the research
  • Talk to experts
  • Consider guidelines from medical and government groups, including the Agency for Healthcare Research and Quality (AHRQ) and the Centers for Medicare and Medicaid Services (CMS)
  • Determine whether new tests, procedures, and treatments are experimental or investigational

Innovation Health’s policies about specific medical technologies are described in clinical policy bulletins.

We also review existing tests, procedures, and treatments to see if they can be used in new ways and to determine the appropriate policies for paying claims.

Aetna and its affiliates provide certain management services for Innovation Health.

How Innovation Health pays claims for out-of-network benefits

We negotiate rates with doctors, dentists and other health care providers to help you save money. We refer to these providers as being "in our network." Some of our benefit plans pay for services from providers who are not in our network. Read how we pay for out-of-network care and how we calculate those payments. Always check the language of your benefit plan to determine which method Innovation Health uses to pay your out-of-network benefits.

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External Review

Affordable Care Act

The Patient Protection and Affordable Care Act (PPACA) was enacted on March 23, 2010.  The Department of the Treasury, Department of Labor and the Department of Health and Human Services issued interim final regulations implementing the requirements regarding internal claims and appeals and external review processes for group health plans and health insurance coverage in the group and individual markets.

In compliance with the Affordable Care Act and modeled after the Uniform Health Carrier External Review Model Act (NAIC Uniform Model Act), covered persons must have the opportunity for an independent review of adverse determinations or final adverse determinations based on medical judgment or a determination that a recommended or requested health care service or treatment is experimental or investigational or for rescission of coverage. Your plan type and the state of your contract or residence will determine whether your coverage denial is subject to a state or federal standard regulations.

All non-grandfathered plans (self-funded, insured, group & individual) are subject to some form of external review process. Your plan documents will provide a description of the applicable external review process.  You will be provided with the applicable external review rights along with a description of how to pursue an external review in the adverse or final adverse determination letter as you exhaust the internal appeal process.

States that have an external review process that meets certain minimum consumer protections set forth under federal requirements will be allowed to apply their state external review process. Health insurers must comply with the state external review process in those states.  If your plan is subject to a state mandated process a description of that process will be provided in your plan documents.

For individual plans and fully insured group health plans in states that do not have external review legislation or where a state does not meet the minimum consumer protections under the federal law, Innovation Health will administer an external review process that complies with the federal requirements. 

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Claims Denials

How to appeal a denied claim

If we deny a claim and you do not agree, you can ask for a review. This is called an appeal. Log in to your secure member website for more information or call us at the number on your member ID card.

You may appeal on your own. You also may authorize someone to appeal for you. This is called an authorized representative.

How long do I have to ask for an appeal?

You have 180 days from when you get the notice of the denied claim, unless your plan brochure (or Summary Plan Description) gives you a longer period of time.

What should the request include?

  • The group name (usually your employer or organization that sponsors your plan)
  • Your name
  • Your member ID number (found on your  medical ID card)
  • Any comments, documents, records and other information you would like us to consider. (If there are documents you need for your claim, call the Member Services phone number listed on your member ID card. We will send them to you free of charge.)

How long will it be before Innovation Health makes a decision?

How soon we respond may vary. It depends on a state law, whether your appeal is urgent or your plan offers one or two levels of appeal.

  • Plans that provide for one appeal
    •  If we had to approve your claim before you got care, we will decide within 30 days of getting your appeal.
    • For other claims, we’ll decide within 60 days.
  • Plans that provide for two appeals
    • If we had to approve your claim before you got care, we will decide within 15 days of getting your appeal.
    • For other claims, we’ll decide within 30 days.
    • In either case, if you do not agree with our decision, you can ask for a second review. You have 60 days from the date that you get the appeal decision letter to let us know. You can call Member Services at the phone number listed on your member ID card, or write to us.
  • Urgent care claims
    We make decisions for urgent care claims more quickly. If your doctor feels that a delay will put your health, your life or your recovery at serious risk or cause you severe pain, that’s an urgent care claim. You or your doctor may ask for an "expedited" appeal. Call the toll-free number on your Member ID card or the number on the claim denial letter.
    • If your plan has one level of appeal, we’ll tell you our decision no later than 72 hours after we get your request for review.
    • If your plan has two levels of appeal, we’ll tell you our decision no later than 36 hours after we get your request for review.

What is an external review?

What if your claim is still denied after your appeals? You may be able to have a third party (independent party) review your denied claim. This is called an external review.

The Affordable Care Act (ACA) created new rules for health plans. Now health plans that are subject to the law must include an external review process. Learn more about the Innovation Health External Review Program and if your claim denial is eligible for external review.

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Options for Changing Health Coverage

Life Changes. So Can Your Coverage

If you have health benefits through your employer, you can change them during "open enrollment." It's typically in the fall. It's your chance to choose a new health plan, pick new benefits or cancel your current plan.

The only other times you can change your health benefits is when you:

  • Get married
  • Get a divorce or legal separation
  • Give birth or adopt a child
  • Lose your health coverage because your spouse or domestic partner lost his or her job
  • Lose your health coverage because your spouse or domestic partner died

Check with your employer to learn more.

When job-related changes happen

Losing a job or changing jobs usually means giving up the health insurance plan you have through work. Here are some options for getting new health coverage:

  • Find out if you can stay on your employer's health plan for a period of time through the Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA).
  • Buy an individual plan on your own.
  • Join a government program, such as Medicaid.
  • Understand your rights. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) makes it easier for people to change jobs without losing health coverage. 

Graduating college?

This may be the first time you're thinking about health benefits. To get covered consider these options:

  • Join or stay on your parent's health plan. Contact the employer's Human Resources department for more information.
  • Buying an individual health plan on your own.
  • Getting coverage through a new employer

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If your employer is subject to federal COBRA, you may be eligible to continue your group health plan coverage on a temporary basis. This coverage, however, is only available when coverage is lost due to specific events. For more information, please contact your employer.

Pennsylvania continuation

Full-time students who are eligible for health insurance coverage under their parents' health plan, who are members of the Guard or Reserve, and who meet the eligibility conditions, are eligible to be covered under their parents’ health insurance coverage for additional time after they become a full-time student in an accredited institution of higher learning. Their coverage will extend for the shorter period equal to the duration of the dependent's service or until they are no longer full-time students. For more information, please call the number that is printed on your ID card.

Individual products

Innovation Health also offers a selection of health care plans that can be purchased directly from us. 

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Stay Safe: Avoid Medical Mistakes

More people die of medical mistakes and errors each year than from highway accidents, breast cancer or AIDS.

Medical mistakes happen in the hospital. People get the wrong drug or the wrong dose of a drug. People go into the hospital infection-free but catch something while in the hospital. Then there are the bedsores, falls, blood clots and more.

Mistakes also happen at home. Some people don't understand how to take their medicines correctly. And drug interactions are a problem.

Tools you can use

Take charge of your personal safety to prevent medical errors.

If you have an Innovation Health health plan, we have tools that can help.

Drug safety

Learn how to avoid prescription drug errors. Read about your medications. And find out if you are at risk for harmful drug interactions. Innovation Health members receive pharmacy benefits through Aetna.

And we work behind the scenes

We have a program that reviews your medical information. It looks at claims and conditions. Even prescriptions. We can then alert your doctor to possible ways to improve your care or avoid possible areas of danger.

Other helpful sites

Check out these patient safety sites:

20 Tips to Help Prevent Medical Errors
Great tips for how you can stay safe.

Safe Patient Project
Read about medical errors or submit your own story.

National Patient Safety Foundation
Find helpful materials to print before a doctor appointment or hospital stay

Joint Commission on Accreditation of Healthcare Organizations
See the patient safety tips in their SpeakUp video series.

Commission on Cancer
Learn about approved cancer programs.

Leapfrog Group
Find information on health care quality to help you compare hospitals.

Safe Care Campaign
Learn how to participate in your care.