Health Insurance - Appeals and Adverse Decisions - Call Centers, Notification Requirements, and Required Survey

HB 1341 requires health insurance carriers in Maryland to establish a 24-hour call center staffed by trained personnel for members appealing denied coverage. It mandates that carriers send detailed written notices within 5 business days for any adverse decision, including specific reasons for denial, clear references to coverage criteria, and contact information for the Health Advocacy Unit. The notice must prominently display "THIS IS AN INSURANCE DENIAL" in bold, include a QR code linking to a guidance video, and provide the call center phone number. Additionally, carriers must conduct an annual survey on member experiences with their internal grievance process. These requirements directly affect health insurance carriers and aim to improve clarity and accessibility for members navigating coverage appeals.