When can I file a grievance?

If you are dissatisfied with any aspect of your healthcare plan, Customer Care, your provider or treatment facility, you can submit a grievance at any time. Grievances do not include claims or service denials, as those are classified as appeals. You can use the Appeal, Complaint or Grievance Form , PDF opens new window to appeal.

Who can submit the grievance requests?

You (member) or a person you appoint. Refer to the How to appoint a representative , opens new window section for additional information.

How can I submit the grievance request?

Fax or mail the form

Download a copy of the following form and fax or mail it to Humana:

Appeal, Complaint or Grievance Form – English , PDF opens new window

Fax number:

1-855-251-7594

Mailing address:

Humana Grievances and Appeals
P.O. Box 14165
Lexington, KY 40512-4165

Puerto Rico members:

Use the following form and fax and/or mailing address:

Appeal, Complaint or Grievance Form – English , PDF opens new window

Appeal, Complaint or Grievance Form – Spanish , PDF opens new window

Fax number:

1-800-595-0462

Mailing address:

Humana Puerto Rico
Grievances and Appeals Unit
P.O. Box 191920
San Juan, PR 00919-1920

Call the number on the back of your ID card

You can submit a grievance by calling Customer Service. You can also get help with any questions or problems you have filling out the form. Call Customer Service toll free at the number on the back of your ID card. If you have a speech or hearing impairment and use a TTY, call 711

  • Puerto Rico members, call 1-866-773-5959
  • Our hours are 5 a.m. to 8 p.m. EST, 7 days a week.

Multi-language interpreter services , PDF opens new window

To obtain information on an aggregate number of Medicare grievances, appeals and exceptions filed with the Plan, please call the number on the back of your ID card.

Submit a complaint online to Medicare

You may submit feedback online directly to the Centers for Medicare & Medicaid Services. Fill out the Medicare Complaint Form , opens new window information and concern.