How to File a Complaint

What should I do if I have a complaint? Who do I call? Can someone from CFHP help me file a complaint?

We want to help. If you have a complaint, please call us toll-free at 1-800-434-2347 or send a written request to:

Community First Health Plans
12238 Silicon Drive, Suite 100
San Antonio, TX 78249
Attention: Member Services Resolution Unit


Tell us about your problem. A Community First Health Plans Member Services Advocate can help you file a complaint. Just call 1-800-434-2347. Most of the time, we can help you right away or at the most within a few days.


In addition, CHIP members MUST return Member Complaint Form to file a written complaint.

Tell us about your problem. A Community First Health Plans Member Services Advocate can help you file a complaint. Just call 1-800-434-2347. Most of the time, we can help you right away or at the most within a few days. In addition, CHIP members MUST return Member Complaint Form to file a written complaint.



Frequently asked.

If I am not satisfied with the outcome, who else can I contact?

If you are not satisfied with the answer to your complaint, you can also complain to the Texas Department of Insurance by calling toll-free to 1-800-252-3439.

If you would like to make your request in writing, send it to:

Texas Department of Insurance Consumer Protection P.O Box 149091 Austin, TX 78714-9091

If you can get on the Internet, you can send your complaint in an email to https://www.tdi.texas.gov/consumer/complfrm.html.

How long will it take to process my complaint?

If you call to file a complaint, we will mail you a letter within 5 calendar days from the date you call to tell you we received your complaint. We will also send you a complaint form.

What are the requirements and timeframes for filing a complaint?

After you return the complaint form, we will mail you a letter within 5 calendar days from the date we received your form to tell you we received it. We will mail you our decision within 30 calendar days.

Send your complaint to: 
Member Services Community First Health Plans 
12238 Silicon Drive, Suite 100 
San Antonio, TX 78249 
What if I am not satisfied with the outcome, whom else can I contact?

If you are not happy with our answer, you can file a complaint appeal in writing. Call our Member Services Advocates. If you file a complaint appeal, we will mail you a letter within 5 calendar days from the date we received your form to tell you we received it. We will schedule an Appeal Panel hearing.

Do I have the right to meet with the complaint appeal panel?

Five calendar days before the hearing, you will receive a letter with important information about your appeal rights. You may appear before the Appeal Panel. After the Appeal Panel hearing, we will send you our answer. We will mail the letter within 30 calendar days from when we received your written appeal.

You can file a complaint with TDI at any time.


How to File an Appeal

If you would like more information regarding the appeal process, please click below.