Can I get help from a real person
Yes. Email support and a real person answers, usually inside one business day and always inside two. We do not run a live phone line yet because it would compromise the price. We do read every message.
What email support can help with
- Confirming whether Basis Appeals covers your situation
- Fixing an insurer address or a typo on a letter you already downloaded
- Answering a specific question about how to mail, escalate, or file
- Helping you find the download link if you lost it
- Refund requests
What email support cannot help with
- Legal advice. We are a document assistant, not a law firm. We cannot tell you which forum to use, which arguments to make, or predict how the plan will decide.
- Medical advice. We cannot tell you whether a treatment is medically necessary. Your treating physician can.
- Fixing the underlying denial on your behalf. We do not call your insurer. You are the appellant.
- Speaking with your insurer as your representative. We are not counsel of record.
How to write an email that gets a fast answer
The best support emails include four things:
- Your appeal ID. This is the long string in your download URL. It looks like
abc123def456. Without it we cannot find your order. - A short description of the problem. One or two sentences.
- What you already tried. For example: "I opened the PDF in Preview and the recipient block shows [PLACEHOLDER]."
- What outcome you want. For example: "Please regenerate with the correct insurer address," or "Please issue a refund."
Response times
- Standard: within two business days
- Refund requests: within one business day
- Urgent (your appeal window closes within seven days): flag "URGENT" in the subject and we prioritize
Business hours are Monday through Friday, 9am to 6pm Pacific. Weekends and US federal holidays add a day.
When we escalate
If we get a message that is beyond what a document assistant can answer, we usually reply with one of these:
- "This looks like a job for an ERISA attorney." We link to When to hire an ERISA attorney and step aside.
- "This looks like a state DOI complaint." We link to How to escalate to your state insurance department and, on the $199 tier, we regenerate the state DOI cover sheet if the plan changed.
- "This looks like a Medicaid fair-hearing request." We link to Do you help with Medicaid denials.
What we do not do
- We do not call you
- We do not text you
- We do not send unsolicited follow-ups asking how it went (unless you opted in)
- We do not upsell you into a second letter you do not need
The address
Support email is on the download page and in the footer of every help article. If you cannot find it, it is support@basis-works.example.
We answer real questions from real people. Ask.