Eligible veterans always have the opportunity to either speak directly to a Customer Care Representative in order to submit a verbal complaint or to submit a written complaint via U.S. Postal Service. A complaint is 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 and can be principally related, but not exclusive to, access to care, customer service, and/or a quality of care issue.

Verbal Complaint
 
A verbal complaint can be submitted by contacting a HVHS Customer Care Representative.  The HVHS Customer Care Center can be reached at 866-458-6630 and its hours of operation are 8:00am and 5:00pm from all time zones.
 
After receiving the complaint, the Customer Care Representative will make all attempts to assist, investigate, and resolve the issue on the first contact.  In some instances, a complaint may require an extensive investigation and will possibly warrant a follow up call to the veteran for resolution.
 

Written Complaint (Grievance)
 
A written complaint (grievance) is submitted via U.S. Postal Service and should contain the required information listed below.
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.
  

• Name
• Current Address
• Phone Number
• Identification Number (Social Security Number or Veterans Identification Number)
• Complete description of the issue(s) and involved parties
• Any additional supporting documentation
   

Mailing Address:
Humana Veterans Healthcare Services
PO Box 2647
Louisville, KY 40201-2647