ers banner

Complaint Process

How to File a Complaint/Appeal

If you have concerns about the services you have received from a Community First Health Plan provider, please discuss them with your primary care physician (PCP). If your concerns cannot be resolved by your PCP, or if you have complaints or concerns about any aspect of our health plan, feel free to call Community First's Member Services Department at (210) 358-6262 or toll free at (877) 698-7032, or submit a written statement using the Complaint Form provided. The complaint form may be submitted to Community First at:

Attn: Member Services Resolution Unit

12238 Silicon Drive, Suite 100

San Antonio, TX 78249

(210) 358-6262 or (800) 434-2347

You may also file a complaint through this website by registering at the Web Portal. Your communications will be encrypted and completely secure to ensure your privacy.

We will conduct a full investigation of your complaint, and our decision will be forwarded to you in writing within 30 calendar days from receipt of your written complaint. Please be assured that filing a complaint will in no way result in discrimination against you. At any time you may file a complaint with the Texas Department of Insurance (TDI) by writing or calling:

Texas Department of Insurance (TDI)

P.O. Box 149104

Austin, Texas 78714-9104

(800) 252-3439

ers logo