File A Grievance
in Hawai'i
Learn how to file grievances with Kaiser Permanente and consumer-protection agencies in your state.
Internal Complaints with Kaiser Permanente
All health plans are required to have an internal process for health plan members to file complaints and receive a decision in 7 or 30 calendar days depending on the urgency of the problem. To file a complaint over the phone, contact Kaiser at the numbers below. To file a complaint online, click here. To chat or email with Kaiser’s “Member Services Department,” click here. If you’re not satisfied with Kaiser’s decision, you have the right to appeal it to one of the outside consumer-protection agencies described below.
- For HMO Members
Call 800-966-5955 and press “0” to talk to a live person. - For Medicare Members
Call 800-805-2739. - For QUEST Members
Call 800-651-2237 and press “0” to talk to a live person.
External Complaints With Consumer Protection Agencies
HMO Members
Contact the Hawai’i Insurance Commissioner at 808-586-2790 between 7:45am and 4:30pm, Monday through Friday. You can submit a written complaint by completing this two-page PDF form on caa.hawaii.gov and sending it by e-mail, US postal mail or fax. To submit the form by email, send it to ihealth@dcca.hawaii.gov and note in your email message that you were unable to sign the attached form because you’re submitting it by email and you’re confirming submission.
Medicare Members
Contact the Hawai’i State Health Insurance Assistance Program (SHIP) at 888-875-9229 for free, one-on-one counseling over the phone or on Zoom. Alternatively, you can also fill out a brief online form to request a call from a counselor by going to hawaiiship.org/contact/ and clicking the blue box at the bottom of the page that says “Counseling Request.” The Medicare Rights Center also offers support at 800-333-4114 and through its website at www.medicarerights.org.
QUEST Members
Call Hawaii’s Med-Quest Division Grievance & Complaint Hotline at 808-692-8094. For support, you can call the Medicaid Ombudsman Program at 888-488-7988 or visit himedicaidombudsman.com.
EUTF Members
In addition to filing a complaint with the Hawai’i Insurance Commissioner or Medicare, please contact EUTF directly by phone at 800-295-0089 or email to discuss your complaint. More information at this link here.
Has Kaiser Permanente delayed or denied your mental health care? Have you or a loved one been forced to endure long waits for appointments?
In an emergency or in need of immediate help, dial 911 or go to your nearest emergency room.
NATIONAL SUICIDE PREVENTION LIFELINE
1-800-273-8255
