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.
How to file a complaint or an appeal
If you’re not satisfied with any part of your healthcare, you can file a complaint (also called a grievance). If you disagree with our decision to deny coverage or payment for a healthcare service, you can file an appeal.
File online
Sign in to InTouch and choose “File a Grievance” or “File an Appeal” from the Support menu.
Email or call for support
Email us at NewAppeal@PacificSource.com.
If you need help, contact our Customer Service team at 800‑431‑4135, TTY: 711.
Send by mail or fax
Download the appeal form or complaint form
and mail to:
PacificSource Community Solutions
Attn: Appeals and Grievances
PO Box 5729
Bend, OR 97708
Or fax to: 541-322-6424
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.