Filing Complaints and Appeals

UVA seeks to respond quickly to complaints, concerns, and questions. Claims Administrators of the plan manage complaint procedures on UVA’s behalf.

Please find contact information below based on the area of complaint or appeal:

Basic Health Plan and Prescription Drug Plans

Aetna, Attention: National Account CRT
P.O. Box 14463
Lexington, KY 40512

Fax: 859.455.8650
Aetna Pharmacy Management: 888.792.3862

Choice Health and Value Health Plans

Aetna, Attention: National Account CRT
P.O. Box 14463
Lexington, KY 40512

Fax: 859.455.8650

Prescription Drug Benefits for Choice Health and Value Health

Optum Appeal Department
P.O. Box 371544
Las Vegas, NV 89134

Fax: 888.826.7406, Attn: OptumRx appeal
Phone: 877.629.3123

Dental Benefits

United Concordia Dental
P.O. Box 69420
Harrisburg, PA 17110


Coverage Rights

You are entitled to coverage if you are eligible for benefits according to the provisions of this plan.

  • Individuals have no rights under this plan if they are not entitled to coverage

  • No clerical error will invalidate a participant’s coverage if it would otherwise be validly in force

No legal action may be taken against the plan until all complaint procedures and appeal rights, as described in this plan, have been exhausted. In the event that legal papers need to be served regarding this plan, service may be delivered to the plan sponsor.