Complaints and appeals
What to do if you have a problem with any part of your care.
If something’s not right, we want to know
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- You can appeal our decisions if you don’t agree with them
- You won’t lose your coverage for filing a complaint
- You don't need to worry about our doing anything bad in reaction to your complaint or appeal
For complete details about the complaint and appeal process, see your Member Handbook.
Filing an appeal
If you disagree with a decision we made to deny coverage or payment for healthcare services, you have three ways to file an appeal.
File appeal online
Sign in to InTouch and choose “File an Appeal” from the Support menu
Sign in to InTouch
Mail or fax us
PacificSource Community Solutions
Attn: Appeals and Grievances
PO Box 5729
Bend, OR 97708
Fax: 541-322-6424
Download Appeal form
Filing a complaint
If you’re not satisfied with any part of your healthcare, you have several ways to file a complaint (also called a grievance).
File complaint online
Sign in to InTouch and choose “File a Grievance” from the Support menu
Sign in to InTouch
Mail or fax us
PacificSource Community Solutions
Attn: Appeals and Grievances
PO Box 5729
Bend, Oregon 97708
Fax: 541-322-6424
Download Complaint form
We’re here to help
800-431-4135, TTY: 711
We accept all relay calls.
Our Customer Service team is here Monday through Friday, 8:00 a.m. to 5:00 p.m.
From October 1st to January 31st, hours extend to seven days a week, 8:00 a.m. to 8:00 p.m.