What should I do if I have a complaint? Who do I call?
We want to help. If you have a complaint, please call us toll-free at 1-800-434-2347 or locally at 210-358-6300 to tell us about your problem. This information can also be found in your Member Handbook. To learn more about our complaint process, click here.
Can someone from Community First help me file a complaint?
A Community First Member Services Representative 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. Community First cannot take any action against you as a result of your filing a complaint.
What are the requirements and time frames for filing a complaint?
You can file a complaint with Community First at any time. To check the status of your complaint, call 1-800-434-2347.
How long will it take to process my complaint?
If you file a written complaint, we will mail you a letter acknowledging that we have received your complaint within five days. Then, we will mail you our decision within 30 days.
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 1-800-252-3439 toll-free. 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 http://www.tdi.texas.gov/consumer/complfrm.html. You can file a complaint with TDI at any time.
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.