MD HB1341

Health insurance carriers must operate 24-hour call centers for members appealing adverse decisions, staffed by employees who receive annual training in state insurance laws and regulations

Written notices of adverse decisions must include a prominent statement in 14-point bold font at the top stating "THIS IS AN INSURANCE DENIAL" with contact information for the Maryland Insurance Administration's Medical Necessity and Emergency Appeals Hotline

Notices must include a QR code linking to a video (developed by the Commissioner) providing guidance on navigating the grievance and appeals process, along with the Health Advocacy Unit contact information in 14-point bold font

Carriers must conduct annual surveys of members on their experiences with the internal grievance process and call centers, and submit results to the Commissioner

Carriers must report quarterly to the Commissioner on average hold times and total call times for grievance and appeal call centers, separated by emergency and nonemergency cases; effective October 1, 2025