File a Grievance

What is a grievance?

If you are unhappy with a provider or with us, you can file a grievance at any time. It can be about anything except CareSource benefit decisions. Grievances do not go to the state for a hearing.

Examples of things you might file a grievance for:

  • CareSource staff was unkind.
  • Quality of care.
  • A provider was rude.
  • Failure to respect your and/or employee rights. 

How and When to File a Grievance

You can file grievances verbally or in writing at any time. 

You or your authorized representative can file a grievance with CareSource. An authorized representative is someone who can speak on your behalf. Here are the ways you can file a grievance:

Note: A health care provider may not file a grievance for you unless they are acting as your authorized representative. They must have your written permission.

Grievance Process

We will send you a letter within three business days to let you know that we got your grievance.

  • CareSource will look into your grievance.
  • CareSource will review your grievance quickly, within thirty (30) calendar days of your filing the grievance.
  • Is your grievance because you are in a health crisis? You can ask for an expedited
    (faster) review. This means that we will let you know within 48 hours.

CareSource will send you a letter to tell you the result of the grievance.

Do You Need More Help?

Please call Member Service at the number below if you have questions about your rights or need help. You may also write to us at:

CareSource
Attention: Indiana Member Grievance and Appeals
P.O. Box 1947
Dayton, OH  45401

If you have any problems reading or understanding this information, please call us. We can read the information out loud for you, in English or in your primary language. We also can help you if you are visually or hearing impaired. If you ask, we can offer language services to help you file a complaint or appeal and to notify you about your complaint or appeal. This is a free service.

Member Services: 1-844-607-2829 (TTY: 1-800-743-3333), 8 a.m. to 8 p.m., Monday – Friday Eastern Time