The bill, S.B. No. 177, amends various sections of the Texas Insurance Code to enhance telephone access for health benefit plan verifications, preauthorization requests, and utilization review requests. Key changes include requiring health maintenance organizations and insurers to provide personnel at a toll-free number 24 hours a day, seven days a week, including legal holidays, replacing the previous requirement of availability only during specific hours on weekdays and limited hours on weekends. Additionally, the bill mandates that these organizations must have a telephone system capable of accepting or recording calls during times when personnel are unavailable due to circumstances beyond their control.

Furthermore, the bill stipulates that responses to incoming calls must occur as soon as possible, but no later than two hours after the call is received, rather than the previous timeframe of 24 hours or the second calendar day. This change aims to improve the efficiency and accessibility of health benefit services for consumers. The bill is set to take effect on September 1, 2025.

Statutes affected:
Introduced: Insurance Code 843.347, Insurance Code 843.348, Insurance Code 1301.133, Insurance Code 1301.135, Insurance Code 4201.004 (Insurance Code 843, Insurance Code 1301, Insurance Code 4201)