Health Billing & Insurance Complaints

The Health Education and Advocacy Unit (HEAU) helps Maryland consumers resolve billing disputes with healthcare providers and with private insurance coverage disputes. Our mediation services are free.

Note: All complaints submitted become public records subject to disclosure requests under state law. However, confidential information (financial, medical, psychological and sociological data) remains protected. Our full privacy policy can be found here.

Before You File

Before submitting a complaint to the Health Education and Advocacy Unit (HEAU), please review the information below. While the HEAU specializes in resolving health insurance disputes and medical billing issues, there are other resources better suited for certain types of complaints. To ensure your concern is addressed by the appropriate agency or program, please refer to the following guidelines:

• Non-health related consumer complaints: File a general consumer complaint
• Complaints about federal executive orders or Department of Government Efficiency (DOGE) actions: Use our General Office Contact Form​
• For quality of care complaints not related to billing: Contact the appropriate licensing board​
• Assistance with Medicare:
  • Coverage denials: State Health Insurance Assistance Program (SHIP) or call 410-767-1100.
  • Quality of Care or Facility Discharges related to a Medicare determination or denial
• Maryland Medicare beneficiaries who need help paying for their prescription drugs:
  • Check out Information Senior Prescription Drug Assistance Program (SPD​AP)
  • Or call 1-800-551-5995 (TTY/TDD 1-800-877-5156)
• Assistance with Medicaid:
  • Visit Maryland Department of Health & Medicaid Helpline
  • Or call 1-800-284-4510
• Cases involved in litigation: When consumers are represented by an attorney or there is active or past litigation, we cannot mediate the dispute.

If your issue is not listed above and involves a health insurance dispute, medical billing problem, or other health-related consumer matter, proceed with filing a complaint with the HEAU.

How to File a Complaint

Filing a complaint with the HEAU is a straightforward process designed to help you resolve healthcare disputes efficiently. Before beginning, we recommend collecting all relevant documentation related to your issue. Below are the different ways you can submit your complaint to our office.

Option 3: Call our Hotline for Assistance

If you are unable to file online or by email, please call our hotline for assistance.

• For assistance or questions: 410-528-1840
• Toll-free (in Maryland): 1-877-261-8807

What Happens Next

When we receive a completed complaint, we will first review it to make sure that our office is the best agency to assist you. We may refer your complaint to a more appropriate agency. If we can assist you, our team will begin working to help resolve your dispute. We act as an impartial mediator between you and the healthcare provider or insurance company to find a fair solution.

Complaint Review & Assessment

• Initial Review: We assess whether our office is the appropriate agency to handle your healthcare complaint.
• Assignment: Your case will be assigned to a supervisor who specializes in healthcare issues.
• Contact Parties: Our mediator will contact both you and the healthcare entity to gather additional information.
• Mediation Process: We work with both parties to negotiate a resolution to your issue.
• Resolution: We'll keep you informed during the process and work to achieve a fair outcome.

Complaint Review Timeline

Resolution time varies based on case complexity and the responsiveness of the businesses involved. Simple billing issues may be resolved quickly, while complex issues may take longer.

Complaints are handled in the order received and assignment times depend on current caseload or filing deadlines.

If Mediation Is Unsuccessful

If we cannot resolve your issue through mediation, we can provide information about additional options, which may include:

• Filing a complaint with your insurance plan's regulatory agency
• Information about private litigation options

Frequently Asked Questions & Resources

​Q: Is there a fee for your services?

A: No. HEAU services are free to Maryland consumers.

Q: Can you help with Medicare or Medicaid issues?
A: Some issues may need to be referred to specific Medicare or Medicaid agencies. We can help determine the appropriate resources for your situation.

Q: What if I'm not a Maryland resident?
A: We primarily assist Maryland residents or those who received healthcare services in Maryland. If you're from another state, we may refer you to your state's consumer protection office.

Q: Do you provide emergency assistance?
A: For medical emergencies, please call 911. The HEAU cannot provide emergency medical assistance. For urgent insurance issues affecting immediate access to care call the Maryland Insurance Administration’s 24/7 Hotline: 1-800-492-6116 or visit the MIA’s website​.

Related Services

• Quality of Care Complaints
• State Health Insurance Assistance Program (SHIP)
• Maryland Health Connection
• Medicaid-Billing Protections - PDF
• Medicaid Coverage
• Medicaid Fraud
• Medicare Fraud
• Senior Prescription Drug Assistance Program (SPDAP)
• Maryland Insurance Administration
• Long-Term Care Ombudsman​
• Maryland Access Point
• Veterans Administration
• Tricare
• Maryland Department of Human Services
• Maryland Commission on Civil Rights
• 211 Maryland​- Health and Human Services Referrals​

Complaint Forms​​​

Health Education and Advocacy Unit Contact Information

If you have questions about which type of complaint to file, please call our hotline at 410-528-1840 for assistance.

• Health Education and Advocacy Unit Hotline: 410-528-1840 (10am-2pm Eastern)
• Toll-free (in Maryland): 1-877-261-8807
• Fax: 410-576-6571
• Email: [email protected]​​​