Provider Disputes or Appeals

Provider Claim Disputes

If you believe a claim was processed incorrectly due to incomplete, incorrect or unclear information on the claim, you should submit a corrected claim. You do not need to file a dispute or appeal.

Process for Claim Payment Disputes:

  • Requests for adjustment for underpayment or overpayment may be submitted through the claim payment dispute process. You do not need to submit an appeal for this type of review.
    • Request for review of a claim denial should be submitted as an appeal.
  • Claim payment disputes must be submitted in writing.
  • The dispute must be submitted within 90 calendar days of the date of payment.
  • At a minimum, the dispute must include:
    • Sufficient information to identify the claim(s) in dispute
    • A statement of why you believe a claim adjustment is needed
    • Pertinent document to support the adjustment
  • Incomplete requests will be returned with no action taken. The request must be resubmitted with all necessary information within 90 calendar days of the claim payment or ten 10 calendar days of the date on the letter notifying you of the incomplete request.
  • Payments disputes can be submitted to HAP CareSource through the following methods:
    • Provider Portal
    • Mail:
      HAP CareSource
      Attn: Provider Appeals Department
      P.O. Box 2008
      Dayton, OH 45401
  • HAP CareSource will render a Payment Dispute decision letter within thirty calendar days of receipt. If the decision is to uphold the original claim adjudication, providers may appeal the claim adjudication if timely filing rights still exist.

Provider Appeals

Providers may request the following types of appeals:

  • Claim appeals: Submit a claim appeal to request reconsideration of a claim denial.
  • Clinical appeals: Submit a clinical appeal to request reconsideration of a medical necessity decision.

Please note: Providers do not have appeal rights until they have denied a claim. In order to appeal a clinical denial, providers must have a member Appointment of Representation (AOR) document.

All clinical appeal requests and associated information are reviewed by clinicians not previously involved with the case with training and expertise appropriate to the type of medical service under review.

For pre-service appeals submitted with written member consent via AOR, the standard appeal decision time frame is <30 calendar days>from the date of receipt by HAP CareSource. Expedited pre-service appeals are resolved within 72 hours. The standard decision time frame for post-service provider appeals is 60 calendar days.

Please reference any administrative, medical and reimbursement policies that may apply. Also refer to our Updates & Announcements page for notifications of changes that may impact your appeal.

Claim Appeals

If you do not agree with a denial on a processed claim, you have 365 calendar days from the date of service or discharge, unless otherwise specified in your contract, to submit an appeal.

If the appeal is not submitted in the required time frame, the claim will not be reconsidered and the appeal will be denied. Providers will be notified in writing if the appeal is denied. If the appeal is approved, payment will show on the Explanation of Payment (EOP).

Please note: If you believe a claim processed incorrectly due to incomplete, incorrect or unclear information, you should submit a corrected claim through the claim submission process. You do not need to file an appeal. Providers have 365 days from the date of service or discharge to submit a corrected claim. For claim denials that are missing documentation, please upload the necessary documentation to the claim on the Provider Portal.

Clinical Appeals

If you disagree with a clinical decision we have made regarding medical necessity, we make it easy for you to be heard.

After receiving a letter from HAP CareSource denying coverage, the provider or the member can submit a clinical appeal within 180 calendar days from the adverse benefit determination. Providers must have a member’s written consent via AOR form to file a standard appeal on behalf of a member and to appeal pre-service issues. The consent must be specific to the service being appealed, is only valid for that appeal and must be signed by the member.

How to Submit Claim Disputes and Appeals

You can submit claim disputes and appeals through our Provider Portal or using the Standard Appeal Form (coming soon). The Provider Portal is the most efficient method of submitting appeals.

Include the following required documentation:

  • Progress notes including symptoms and their duration, physical exam findings, conservative treatment that the member has completed, preliminary procedures already completed and the reason service is being requested
  • Any documentation of specialists’ reports or evaluations, any pertinent previous diagnostic reports and therapy notes
  • If the service has already been provided, a copy of the original remittance advice and/or the denied claim
  • If filing an appeal on behalf of a member or for pre-service issues, the member’s written consent, which must be specific to the service being appealed, is only valid for that appeal and must be signed by the member.