23 An appeal involving a Post - Service Claim shall be decided by the Claims Administrator within 60 days after receiving the request for review; provided, if a Health Benefit P rog ram provides for two levels of a ppeal, the Claims Administrator shall decide each level of Appeal within 30 days. External Review Process For Non - Grandfathered Plans, upon exhaustion of the internal C laims and Appeal procedures, a c laimant may request that the C laim be reviewed under the Non - Grandfathered Plan’s external review process. The Non - Grandfathered Plan shall comply with the applicable s tate external review process, if any, and if none, the federal external review process. If the federal external review process applies, the following guidelines shall apply. The c laimant must file their request for external review within 4 months after receipt of the Final Adverse Benefit Determination . The Claims Administrator will determine whether the C laim is eligible for review under the external review process. This determination is based on whether: 1. The c laimant is or was covered under the Non - Gran dfathered Plan at the time the C laim was made or incurred; 2. The c laimant has exhausted the Non - Grandfathered Plan’s internal Claims and A ppeal procedures; and 3. The c laimant has provided all the information required to process an external review. Within one business day after completion of this preliminary review, the Claims Administrator will provide written notification to the claimant of whether the C laim is eligible for external review. If the request for review is complete but not eligible for external review, th e Claims Administrator will notify the claimant of the reasons for its ineligibility. The notice will include contact information for the Employee Benefits Security Administration at its toll - free number. If the request is not complete, the notice will describe the informati on needed to complete it. The c laimant will have 48 hours or until the last day of the 4 - month filing period, whichever is later, to submit the additional information. If the request is eligible for the external review process, the Claims Administrator will assign it to a qualified Independent Review O rganization (“IRO”). The IRO is responsible for notifying the c laimant, in writing, that the request for external review has been accepted. The notice shoul d include a statement that the c laimant may submit in writing, within 10 business days, additional information the IRO must consider when conducting the review. The IRO will share this information with the Non - Grandfathered Plan. The Non - Grandfathered Plan may consider this information and decid e to reverse its denial of the C laim. If the denial is reversed, the external review process will end. If the Non - Grandfathered Plan does not reverse the denial, the IRO will make its decision on the basis of its review of all of the information in the record, as well as additional information where appropriate and available, such as: 1. The c laimant’s medical records;