Prescription Drug Exceptions and Appeals

Coverage determinations are decisions made by Humana as a Medicare Part D plan sponsor and may include whether Humana will cover a drug for a member, the portion of the drug’s cost the member will be responsible for, quantity limits and step therapy requirements. Providers can use the form below to request a coverage determination:

Provider Request for Coverage Determination Form
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Another option is to use the coverage determination request form on the Centers for Medicare & Medicaid Services (CMS) website.

Exceptions

Exceptions are a type of coverage determination. Providers should request a tiering exception if they want Humana to cover a nonpreferred drug at the same cost-share that would apply to drugs in the preferred tier. Formulary exception requests ask Humana to cover a drug not currently on its formulary. For each type of request, the member’s prescriber must submit a supporting statement.

To ask for a standard decision on an exception request, the patient, patient’s physician, another prescriber or the patient’s appointed representative should call Humana Clinical Pharmacy Review (HCPR) at 1-800-555-CLIN (2546). These individuals may also send a written request to:

Humana Clinical Pharmacy Review (HCPR)
ATTN: Medicare Coverage Determinations
P.O. Box 33008
Louisville, KY 40232-3008

Exception requests can be faxed to 1-877-486-2621.

Prescribers will receive a response to standard exception requests within 72 hours.

Prescribers can submit an expedited request if they believe waiting for a standard decision could seriously jeopardize the patient's life, health or ability to regain maximum function. Expedited requests receive a response within 24 hours. Members who submit an expedited request should include a statement from their prescriber. Reimbursement requests cannot be expedited.

Requests for Puerto Rico members can be submitted via the following methods:
Puerto Rico HCPR
Humana Health Plans of Puerto Rico, Inc.
P.O. Box 191920
San Juan, PR 00919-1920
Phone: 1-866-488-5991
Fax: 1-855-681-8650

Appeals/Part D redetermination requests

When a prescribing physician or other prescriber disagrees with the outcome of the initial coverage determination or exception request, he/she may request a standard or expedited redetermination. If the prescribing physician or other prescriber making the request is not acting as the patient’s representative, notice of the request must be given to the patient before the request is made. A patient or the patient’s representative may also request a standard or expedited redetermination. Prescribers may do the following within 60 calendar days of the date of the denial notice they received from Humana (unless the filing window is extended):

Request an Expedited Redetermination

If you believe that waiting seven days for a standard decision could seriously jeopardize the patient's life, health or ability to regain maximum function, you can ask for an expedited redetermination, and we will give you a decision within 72 hours. You may request an expedited decision by:

  • Phone: 1-800-867-6601 (continental U.S.) or 1-877-773-5959 (Puerto Rico)
  • Fax: 1-800-949-2961 (continental U.S.) or 1-800-595-0462 (Puerto Rico).

Request a Standard Part D Redetermination Online

Follow these directions to use our online standard redetermination form:

  1. Enter the prescription drug information.
  2. Indicate the reason you are appealing the denial.
  3. Provide any clinical rationale.
  4. Enter your information.
  5. Attach supporting documentation for your appeal.

Before completing the form, you may want to view our accepted file types.

If you need to fax supporting documentation, please fax the materials to 1-877-486-2621 (continental U.S.) or 1-800-595-0462 (Puerto Rico).

Once Humana receives your request, we will provide written notice of our decision within seven calendar days.

Request a Standard Part D Redetermination by Phone or Fax

You may file a verbal standard redetermination request by calling us at 1-800-457-4708 (continental U.S.) or 1-866-773-5959 (Puerto Rico). If you use a TTY, call 711. Our hours are from 8 a.m. to 8 p.m. local time, Monday through Friday. Our hours of operation from Oct.15 to Feb.14 include Saturdays and Sundays from 8 a.m. to 8 p.m.

Requests may be faxed to 1-800-949-2961 (continental U.S.) or 1-800-595-0462 (Puerto Rico).

We strongly encourage prescribers to provide additional supporting documentation for redetermination requests.

Once the request is received, Humana will provide written notice of its decision within seven calendar days for standard requests.

Request a Standard Part D Redetermination by Mail

You may request a redetermination by mail by submitting your request in writing to:

  • Continental U.S.: Humana Appeals, P.O. Box 14546, Lexington, KY 40512-4546
  • Puerto Rico: Humana Appeals, P.O. Box 191920, San Juan, PR 00919-1920

Include your name, address, Humana ID number and the reason for the appeal in your letter. Please include supporting notes or documents that may support your request. We will investigate your appeal and inform you of our decision.

Questions

If you have questions regarding the redetermination process, please call 1-866-773-5959 between 8 a.m. and 8 p.m. local time, Monday through Friday. Hours of operation from Oct.15 to Feb.14 include Saturdays and Sundays from 8 a.m. to 8 p.m. Persons with a hearing impairment may call TTY 711.

Instructions for Submitting a Request for Reconsideration to the Independent Review Entity

If you disagree with our decision to maintain the denial, you may request a review of the case by the Center for Health Dispute Resolution (MAXIMUS), the Centers for Medicare & Medicaid Services (CMS) contractor, for an independent review and determination.

You must submit a written request to MAXIMUS within 60 calendar days of our decision. You may request either a standard or an expedited reconsideration from the independent review organization.

An enrollee, an enrollee’s representative, an enrollee’s prescribing physician or another prescriber may request a reconsideration.

To request a reconsideration, you should submit your request to the following:

Continental U.S. and Puerto Rico:
MAXIMUS Federal Services
Medicare Part D QIC
3750 Monroe Avenue, Suite# 703
Pittsford, NY 14534-1302
Fax: 1-866-825-9507

Humana Contact Information

Physicians who have questions about the grievance, appeals or exceptions process or who would like to obtain an aggregate number of grievance, appeals or exceptions filed under the plan should contact the customer service phone number on the back of the member's ID card.

Medicare Advantage Prescription Drug plan members can call 1-800-457-4708 (continental U.S.) or 1-866-773-5959 (Puerto Rico), and Prescription-Drug-Plan-only members can call 1-800-281-6918 (continental U.S.) or 1-866-773-5959 (Puerto Rico).