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Eligible veterans have the opportunity to submit a written complaint (grievance) dealing with a perceived deficiency of a network provider or Humana Veterans Healthcare Services (HVHS) to furnish the level or quality of care or service expected by a veteran.
Written grievance deficiencies can be principally related, but not exclusive to, access to care, customer service, and/or quality of care issues. Grievances submitted by an eligible veteran should be mailed, via U.S. Postal Service, to the address listed below.
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Upon receipt of the grievance, a member of the HVHS Grievance Department will send a written acknowledgement to the aggrieved within five business days stating that the grievance has been received and an investigation will be conducted. If an investigation determination has not been made in 30 days, the aggrieved will receive a written interim response as to the progress of the case. At the conclusion of the investigation, the aggrieved will receive written notification regarding the incident and outcome.
Please contact HVHS Customer Care at 866-458-6630 between 8:00am and 5:00pm if you wish to speak with a representative.
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