If you believe a claim has been wrongfully denied, either fully or partly, you should contact our Provider Support team at (833) 726-2123, or by chatting with us, for review. We may be able to resolve your issue quickly outside of the formal appeal process.
If we're unable to resolve your issue, you may submit a written appeal.
Filing Deadlines & Turnaround Time (TAT)
- Filing Window: Appeals must be submitted within 180 days from the date of the original Explanation of Payment (EOP) or claim denial notification.
- Processing Turnaround Time (TAT): Standard provider appeals undergo clinical and administrative review. Written determination will be issued within 120 days of receiving a complete appeal package.
How Providers Can Submit an Appeal
All appeals should be mailed to:
Sana Benefits
Attn: Appeals
3723 Greenville Ave STE 13463
Dallas, TX 75206
Required Documentation for Submission: To avoid processing delays or rejections, your submission must include:
- Provider Name, Tax ID Number (TIN), and NPI
- Fax # for determination letter to be sent to
- Patient Name, Member ID, and Date of Birth
- Sana Claim ID Number and Date(s) of Service
- Statement detailing the clinical or administrative reason for the appeal
- Supporting documentation (e.g., medical records, clinical notes, itemized bills, or proof of prior authorization)
Checking Appeal Status
- Status Inquiries: Due to the comprehensive nature of clinical reviews, individual status updates are not available during processing. Please do not reach out to support or submit duplicate inquiries prior to the completion of the 120-day review window.
- Final Determination: Once the review is complete, a formal written determination letter will be faxed directly to the appealing provider.
Have questions for Sana?
Connect with Provider Support directly through the chat icon on most Sana pages or call us at
(833) 726-2123 Monday through Friday, 7 AM to 7 PM Central.