DELAYS IN WHEELCHAIR REPAIRS & REPLACEMENTS How can I report a problem with my wheelchair repair or replacement? If you have private insurance:
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You can make an internal complaint to your insurance company. You can also make a complaint to the NYS Department of Financial Services. Make a complaint online, www.dfs.ny.gov/complaint or by phone 1-800-342-3736
If you have Medicaid coverage or are dual-enrolled: You first need to exhaust any internal appeals if you are covered through a managed care plan (such as Excellus or Fidelis).
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You can request a fair hearing with the NYS Office of Temporary and Disability Assistance if you were denied repairs or a replacement, or if you have been waiting a long time for a vendor to fix your device. Request a fair hearing online, www.otda.ny.gov/hearings/request/ or by phone: 1-800-342-3334
If you have Medicare coverage:
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You can file an appeal if the administrator denies you coverage for a repair or replacement. Medicare appeals vary based on the type of coverage you have. This website has helpful information: www.medicare.gov/providers-services/claims-appealscomplaints/appeals