How to File a Complaint
You may file a complaint with Nevada Health Link (NVHL) if you are dissatisfied with any aspect of your experience working with NVHL concerning eligibility, enrollment, carrier service, enrollment assisters, agents/brokers or the call center. While filing a complaint is more of an informal procedural process, every complaint received by the NVHL is serviced in a professional and courteous manner in an effort to arrive at the most fair and timely resolution possible. If you wish to file a complaint, please call our customer service department at 1-800-547-2927.
What Happens Next Regarding Your Complaint
Nevada Health Link will acknowledge your complaint within 72 business hours of receipt.
We will undertake an initial review of the complaint and determine what, if any, additional information or documentation may be required to complete a review. This may include contacting the complainant or others to clarify details or request additional information as appropriate.
At the conclusion of our review process, NVHL will notify the consumer of findings and any actions taken, or proposed to be taken, in regards to the complaint.
How to File an Appeal
If you are unhappy with the complaint resolution, or think the eligibility decision about your health insurance coverage is wrong, you have the right to file an appeal with Nevada Health Link within 90 days of the date of eligibility determination on eligibility correspondence you receive from NVHL. An appeal is a more formal process that may ultimately end in a formal appeals hearing. Please note: the 90-day timeline begins on the date of your eligibility determination notice, NOT the date on a complaint response.
- You have a right to appeal if you think Nevada Health Link (NVHL) made a mistake about:
- Initial or re-determination of eligibility, including the amount of advance payments of the premium tax credit and level of cost-sharing reductions;
- Failure by the Exchange to provide timely notice of an eligibility determination;
- Denial of a request to vacate dismissal made by the Exchange’s appeals entity, and
- An appeal decision issued by the Exchange’s appeals entity.
You have ninety (90) days from the date on your Eligibility Notice to file an appeal. The date of the postmark on your appeal envelope or the date your email is received is considered the date you filed your appeal.
Your Eligibility Notice explains whether you qualify for financial assistance to purchase insurance on Nevada Health Link. Depending on your eligibility results, you may appeal.
Do you need assistance completing this appeals request?
You can choose an authorized representative.
You can give a trusted person permission to communicate about this appeal with us, see your information, and act for you on matters related to this appeal, including getting information about your appeal and signing your appeal on your behalf. This person is called an “authorized representative.” If you do not already have an authorized representative, you can print the form below and submit with your supporting documentation.
- Consent to Serve as an Authorized Representative Form English (PDF)
- Consent to Serve as an Authorized Representative Form Spanish (PDF)
Notice of Privacy Practices
Nevada Health Link is committed to maintaining the privacy and security of personally identifiable information. Nevada Health Link will use personally identifiable information only as permitted by Nevada Health Link’s policies and as required by law.
If you need help understanding this form in another language, or if you are disabled and need help to use this form, please contact Nevada Health Link. There is no cost for assistance.
Note: Healthcare.gov will be processing requests for exemptions. For more information please visit https://www.healthcare.gov/health-coverage-exemptions/