The first thing you should do is look in your Summary Plan Description or your Evidence of Coverage booklet to see whether the denied service is covered by your plan.  If you don’t understand your coverage, or if you don’t agree with the denial, you should contact your plan’s customer relations department.  Although many disagreements will be resolved at this level, this may be just the first step in a lengthy process.  Start your record-keeping immediately.  Assemble a file containing any paperwork you already have, such as bills, EOBs, physician information, or physician referrals, and keep a log of every telephone call you make to the plan.  Be sure to record the date and the name of the person you talk to and take notes about your conversation.  Ask what will happen next and when it will happen.  For example, if the health plan representative says he or she will have to find out some information and get back to you, ask when you can reasonably expect a reply.  Mark that date in your notes and on your calendar.  If you don’t hear from the plan by that date, it’s time for another phone call.