How to File a Complaint

If you have a complaint, you can call Member Services at (800) 578-0603, Monday thru Friday from  7:00 a.m. – 7:00 p.m. For TTY/TTD, you may call 711.

Passport Health Plan
Attention: Member Grievance and Appeals

5100 Commerce Crossings Drive

Louisville, KY 40229

(800) 578-0603

Filing a Complaint

To file your complaint, you can

  • Call Member Services
  • Write a letter
  • Fill out the Complaint Request Form  (Coming Soon)

 

Mail the letter to:

Passport Health Plan

5100 Commerce Crossings Drive

Louisville, KY 40229

(800) 578-0603

 

Your request needs:

  • Your first and last name
  • Your Passport ID number. It is on the front of your Member ID Card
  • Your address and telephone number
  • Explain the problem

 

Member Complaint Forms

Your complaint is looked at by the Complaint, Grievance and Appeals Department. A letter is mailed to you to let you know we got your complaint. The reviewer will note and take care of your complaint. The reviewer will work with the right departments to solve your complaint. For general complaints that can be resolved within 1 calendar day, we will contact you at your contact number. For complaints not resolved within 1 calendar day, they will be treated as a grievance. For a grievance, we will send you a letter within 5 days to let you know we received your request. We will contact you about our decision in (30) calendar days from the day we received it or as expeditiously as your health requires. In some instances, you or we can request an additional 14 days to make the decision. We will write and let you know that we have requested an extension and the reason we are requesting an extension. If the decision made is adverse to you, you may file an appeal within 60 calendar days from the date you received the adverse decision. We have 30 calendar days to resolve the appeal or as expeditiously as your health requires. You or we can request and additional 14 days to consider your appeal. We will write you and let you know we have requested an extension and the reason for requesting the extension. For expedited complaints, we will make our decision in (72) hours from the day we received your request for expedited appeal.

Member Complaint Request Form -(Coming Soon)