Customer Service

Your Satisfaction, Our Priority

At Wellvance, we're here to empower your wellness and advance your potential. To assist, we provide a dedicated customer service team to ensure your satisfaction as you navigate behavioral health and wellness services. We understand that accessing the right care can be challenging, and we're here to guide you every step of the way.

If you have concerns about the services you're receiving, we encourage you to discuss them directly with your assigned Wellvance worker, such as your care manager or therapist. In addition to these discussions, our Customer Service team is here to provide extra support and assistance. Whether you need help learning about our services, understanding eligibility and financial options, or resolving concerns, our team is ready to assist. We're dedicated to answering your questions, connecting you with the right resources, and supporting you through the grievance and appeal processes if needed. Your well-being is our top priority, and we're here to help you achieve the best possible outcomes.

Customer Service Representatives

Wellvance Customer Service is available to talk about service concerns and assist with linkage to other services and community resources. Customer Services staff are available Monday through Friday during regular business hours, except for holidays. If you need to speak with someone after hours, please call and leave a message. A staff person will contact you on the next business day.

Toll Free Customer Service: 1-844-841-5627 or 711 (Michigan Relay Center)

Customer Service By Location
Tawas: 989-362-8636
West Branch: 989-345-5571
Oscoda: 989-739-1469
Mio: 989-826-3208

Wellvance also partners with the Northern Michigan Regional Entity (NMRE) for customer service. The NMRE will direct calls regarding complaints to our Wellvance Customer Service Department, but will also handle any appeals that a person we serve or their family member may have.

To contact Northern Michigan Regional Entity Customer Service, please call 1-833-285-0050.

Grievance or Appeal

Are you having a problem with planning or getting the services you feel you need? At Wellvance, we offer a second opinion / grievance and appeals process for you to use if you are unhappy. You have the right to complain...

  • If you were turned-down for services when you applied
  • If you were turned-down when you wanted to go to the hospital
  • If you are not happy with the goals and objectives in your Person-Centered Plan
  • If current Wellvance services are being put on hold, lowered, limited, or cancelled
  • If you do not like your Family Support Subsidy Determination
  • If you are not happy about your OBRA Determination

Please contact Wellvance Customer Service at 1-844-841-5627 or 711 (Michigan Relay Center) and we can assist you in filing a grievance or appeal claim.