Grievances and Appeals
We hope you will always be happy with us and our network providers. If you are not happy, please let us know. Sunflower has steps for handling any problems you may have. Sunflower offers all of our members the following processes to achieve member satisfaction:
- Filing a Grievance - Learn about making a complaint to Sunflower.
- Filing an Appeal - How to ask Sunflower to review a decision we've made.
- External Independent Third-Party Review (EITPR) - This is an optional step (for providers only).
- State Fair Hearing - Learn how you can ask for a state fair hearing to review a Sunflower decision.
- Continuation of Services - What happens to your services while you are appealing?
- Additional resource: KanCare Ombudsman
Sunflower keeps records of each grievance and appeal filed by our members or by their authorized representatives. Sunflower also keeps records of the responses to each grievance and appeal. These are kept for seven years.
Paperless Delivery
Go paperless! You can now switch to paperless delivery for your appeal and grievance letters! With paperless delivery, you will be able to:
- Receive a notification email regarding your appeal or grievance.
- Easily access a copy of your appeal or grievance letter.
- Reduce clutter, save paper and help the environment.
To enroll in paperless delivery for appeals and grievances, simply log in to your online account and select Communication Preferences. Don't have an online account? Creating an account is free and easy. Visit the login page and click Create New Account to get started!
We're here to help. If you have questions, contact Customer Service at toll free 1-877-644-4623.