We are committed to providing excellent service to our members. If you have a concern or complaint, we want to hear from you. Our goal is to resolve all issues fairly, promptly, and transparently.
Members may submit complaints through any of the following channels:
• 305-209-3835
• Support@vipmedicalplans.com
• 2001 NW 107th Ave Suite 450/403 Doral, FL 33172
• Secure member app
All complaints will be acknowledged within five (5) business days of receipt.
Once received, your complaint will be reviewed by a trained Services representative. We will assess the nature, scope, and urgency of your concern. If the issue is complex or sensitive, it may be escalated to a supervisor or our Compliance Department.
The appropriate department will conduct a thorough investigation, gather relevant documentation, and, if needed, communicate with providers or third-party administrators.
You will receive a written response within thirty (30) calendar days, detailing:
• Our findings
• Any actions taken to resolve your concern
If you are not satisfied with the resolution, you may request an internal appeal.
• Appeals are reviewed by a designated Appeals Committee.
• A final decision will be provided within fifteen (15) calendar days of your request.
Important for Florida residents:
If you remain unsatisfied after our appeals process, you may contact the Florida Department of Financial Services – Division of Consumer Services.
Visit their Contact Us page for more information. https://www.myfloridacfo.com/Division/Consumers/contactus.htm.
All complaints and resolutions are logged and maintained for at least five (5) years. Regular audits are conducted to identify trends and ensure ongoing improvements to our services.
We believe in transparency. Members are informed of their rights to file complaints and the procedures for doing so:
• Upon enrollment
• In welcome materials
• In all relevant communications
This VIP Medical plans is NOT insurance and is NOT a substitute for health insurance. VIP Medical Plans, LLC is a dIscount plan organization in Florida, and is regulated by the Florida Office of Insurance Regulation. It offers reduced rates at select healthcare providers for various medical services. Discounts vary by provider and service type. Members are responsible for all healthcare costs minus the discounts at participating providers. The plan does not pay providers directly; members must cover all costs and receive discounts based on pre-negotiated fee schedules that can be found in the provider service directory within your mobile application or by calling member services.