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 , PDF opens new window to appeal.
Who can submit a grievance request?
You (member) or a person you appoint. Refer to the , opens new window section for additional information.
How can I submit a grievance request?
Fax or mail the form
Download a copy of the following form and fax or mail it to Humana:
Humana Grievances and Appeals
P.O. Box 14165
Lexington, KY 40512-4165
Use the following form and fax and/or 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 also submit a grievance, get help filling out the form or check the status of a previously filed grievance by calling Customer Care.
Call Customer Care toll-free at the number on the back of your member ID card. If you use a TTY, call 711. Puerto Rico members call 1-866-773-5959.
- Our hours are Monday – Friday, 8 a.m. – 8 p.m.
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.
After we receive the request, Humana will make a decision and send written notice within thirty (30) calendar days.
You may submit feedback online directly to the Centers for Medicare & Medicaid Services. Fill out , opens new window with the information and concern.