Complaint and Appeal Procedures

Toll-free number:

(844) 377-3368 (TTY – 711)
Monday – Friday
7 a.m. -– 7 p.m. CT

Write to:

Careington International Corporation
Attention: State of Texas Dental Discount Plan Customer Care
7400 Gaylord Parkway
Frisco, TX 75034

In order to file a complaint, a participant or their designated representative may contact a Careington International Corporation representative by telephone or in writing. If calling, the participant may request that a representative mail and/or fax a copy of our Grievance Report Form.

Upon receiving a copy of the form, the participant may request that a customer service representative assist them in completing the form over the telephone.

Once the complaint is in a written format, the information is given to the director of member services to review. After reviewing, the information is forwarded to a network quality specialist to begin the investigation. The network quality specialist begins working toward resolution of the grievance within 24 hours. Complaints are reviewed on a case-by-case basis. Cases that involve the quality of dental care may be presented to the dental director for review.

The network quality specialist will contact all parties involved in the inquiry. Upon resolution, the participant is contacted in writing to advise of the decision. The participant is again advised that he or she may file a written appeal up to 30 days following receipt of the resolution.

The participant may submit a letter or request an appeals form from a customer service representative.