Member Rights

Member Rights and Responsibilities

Members have at least the following basic rights:

  1. To receive information about AIM and its services;
  2. To be treated with respect;
  3. To participate with health practitioners in making decisions about their health care;
  4. To a candid discussion of appropriate and medically necessary treatment options for their conditions, regardless of cost or benefit coverage;
  5. To have the privacy of their confidential information protected;
  6. To have authorized representatives act on their behalf;
  7. To a full and fair process for resolving their disputes;
  8. To voice complaints and appeals about the organization or the care it provides. To file a complaint or an appeal, call the customer service number on your ID card. Complaints involving AIM’s services will be brought to AIM’s attention by the health plan.

Nondiscrimination Notice

It’s important we treat you fairly
That’s why we follow federal civil rights laws in our activities. We don’t discriminate, exclude people, or treat them differently on the basis of race, color, national origin, sex, age or disability. For people with disabilities, we offer free aids and services. For people whose primary language isn’t English, we offer free language assistance services through interpreters and other written languages.

Interested in these services?

  • Call the Member Services number on your ID card for help (TTY/TDD: 711).

If you think we failed to offer these services or discriminated based on race, color, national origin, age, disability, or sex, you can file a complaint, also known as a grievance.

You can file a complaint with the U.S. Department of Health and Human Services online. Click here
Complaint forms are also available at the U.S. Department of Health and Human Services. Click here

Members have the following responsibilities:

  • To supply accurate information (to the extent possible) needed in order to provide care;
  • To follow instructions for care that they have agreed on with their health practitioners;
  • To understand their health problems and participate with their providers in developing mutually agreed-upon treatment goals to the degree possible; and
  • To have input into the rights and responsibilities statement.

You may contact AIM with any questions regarding AIM or its services by calling (800) 252-2021. Language services are available upon request. TDD/TTY services for the deaf, hard of hearing or speech-impaired are available by calling (866) 766-0246 or (877) 201-4508.