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Bill

SB 177

Relating to telephone access for certain health benefit plan verifications and preauthorization requests and for utilization review requests.

89th Legislature (2025) Introduced by José Menéndez

Texas bill requires health insurers to provide telephone access for benefit verification, preauthorization requests, and utilization reviews to improve patient access to administrative services.

Referred to Health & Human Services
#healthmaintenanceorganizations(s0853) #insurance--health&accident(i0422) #telephones&telephonedirectories(s5657)
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Bill Summary · SB 177

Legislative bill overview

SB 177 mandates that health benefit plans must provide telephone access for members to request verifications of benefits, obtain preauthorizations for medical services, and submit utilization review requests. The bill ensures that patients can access these administrative functions by phone rather than being limited to online or written methods.

Why is this important

Healthcare administrative barriers—particularly difficulty reaching insurers—delay medical treatment and create hardship for patients, especially elderly and less tech-savvy populations. By guaranteeing phone access, the bill addresses a practical gap that affects timely care delivery and patient satisfaction with their health plans.

Potential points of contention

  • Implementation costs: Health insurers will need to hire and train additional customer service staff to handle phone volume, raising operational expenses that may be passed to employers or consumers
  • Phone access vs. efficiency: Insurers may argue that digital platforms are more efficient and environmentally friendly, and that phone lines could become overwhelmed, increasing wait times
  • Scope ambiguity: The bill's language around "certain health benefit plans" may create regulatory confusion about which plans are covered and what constitutes adequate telephone availability (hours, response times, staffing)

Compiled from official sources — confirm details with the bill’s official record.

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