Ins. Code Section 1355.2571
Parity Complaint Portal
(a)The commissioner shall develop and maintain a parity complaint portal that is an integrated system that allows for the enrollee of a health benefit plan to submit complaints of suspected violations of the provisions of this subchapter. The parity complaint portal must:
(1)allow for an enrollee to submit a complaint through multiple ways;
(2)provide updates on the status of an enrollee’s complaint;
(3)ensure timely, effective, and equitable resolution for submitted complaints;
(4)include educational materials regarding:
(A)benefits for mental health conditions and substance use disorders required under this subchapter;
(B)an enrollee’s rights and responsibilities under a health benefit plan concerning coverage under this subchapter;
(C)circumstances under which a claim may be denied; and
(D)the processes for reviewing a complaint submitted through the portal;
(5)adhere to national best practices as determined by the commissioner; and
(6)include the findings of the report required by Section 1355.2572 (Educational Materials and Parity Law Training; Report)(b).
(b)In developing the parity complaint portal under Subsection (a), the commissioner:
(1)shall conduct an assessment of complaint portals and similar systems used by other relevant public or private entities;
(2)shall develop best practice standards for complaint submissions and tracking consistent with the findings of the assessment conducted under Subdivision (1); and
(3)may develop a new complaint portal or modify an existing complaint portal.
(c)The Health and Human Services Commission shall appoint a liaison to the department to receive reports of concerns, complaints, and potential violations submitted through the parity complaint portal established under Subsection (a).
Section 1355.2571 — Parity Complaint Portal,
https://statutes.capitol.texas.gov/Docs/IN/htm/IN.1355.htm#1355.2571 (accessed Nov. 25, 2023).