Grievances

What is a grievance?

A grievance is a written complaint or concern. Claims appeals and claim review issues are separate from grievances. 

Examples of when you can file a grievance include:

• You have a complaint about the quality of care you received,
• You received incorrect information,
• You have privacy concerns, or
• A provider or facility behaved inappropriately.

Note: Disputing a point-of-service charge should not be submitted as a grievance. Please visit our Disputing Point of Service Charges page to learn more.

Who can file a grievance?

Anyone can file a grievance.

What is the grievance process?

Health Net Federal Services conducts a thorough investigation of the concerns and takes actions as necessary to improve services. If necessary, we will contact the involved provider(s) and various HNFS departments to gather additional information. Generally, we do not contact the beneficiary unless information in the grievance is unclear. The person who submitted the grievance will receive a written response, usually within 60 days.

How is a grievance submitted?

Please see table above before submitting a grievance to HNFS. For dates of service/incidents that occurred prior to Jan. 1, 2025, or for issues specific to HNFS, print an HNFS Grievance Form or send a letter with the following:

• name, address and telephone number of the person submitting the grievance
• the beneficiary's name, address and telephone number if different from the submitter
• the sponsor's Social Security number or the beneficiary's DEERS Benefit Number (DBN)
• a description of the issue(s), including the day, time and details
• the name of the involved provider(s) or HNFS associates or departments
• the provider’s address if the complaint is about a provider
• any appropriate supporting documents

Fax to: 1-844-802-2531

Mail to: Health Net Federal Services, LLC
TRICARE Grievance
PO Box 8128
Virginia Beach, VA 23450-8128