If the initial problem remains unresolved 30 days after the referral, send a follow-up
to CMS. Annotate in red, "Second Request." This follow-up should be a duplicate of
the original problem referral. If the corrective action has not been taken within
45 days from the second request or if the problem is not corrected within 60 days
from the original request, send a third request to CMS at the above address. Annotate
"third request" on the form in red and follow the identical procedures as for the
second request.
If the inquiry relates to a premium payment that is not shown on the direct billing
record, and proof the payment was processed by CMS was sent with the first request,
per Section B, above, send a follow up email to DirectBilling@cms.hhs.gov. If no substantive response is received to the first follow-up, follow up again in
15 business days. Form SSA-5002-HB is not required.