Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To who it may concern, My name is **** ** ******, I'm a 68 yr. old retired male correctional officer on a fixed income, my health care coverage is ******** with Humana as my advantage plan. On 12/28/2024 to 01/04/2025 I was admitted to the **** ********** ******** with influenza, but since I have other underlying health issues (*** and ****) it became a much more serious issue than just the flu. I received a bill on the **** portal for $2569.00 to which I immediately reached out to them through their email portal. Their response was that my provider (Humana) claimed this to be my copay. On 01/15/2025 I called Humana's customer support and talked to an **** who had to get back to me assuring a 24 Hr. response. Not hearing anything with in the 24 Hr. period, I reached out to Humana again on 01/17/2025 to be told again that they would have to get back to me. So today I received the paper bill from **** for said amount, to which I tried to reach out to Humana via ********** to which all they did was keep sending me down a rabbit hole, to which I'm quite frustrated with thus the reach out to you for help. Sincerely Yours, **** ** ****** **. **** **** ******* *********** *** ***** ***** ******** ** ***** ********.

  

  Business response

  01/24/2025

  Please see attached response

  Customer response

  01/27/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year, I started losing my body’s abilities. I saw my primary doctor around January or February and he sent me to physical therapy. After some time, I realized I was not getting better and I had gotten so bad as to need to be in a wheelchair. My problem was pinched nerves in my cervical, thoracic and lumbar spine. In late August and early September, I had surgery for them at *** ****** ******** in Johnson City, NY. Humana claimed I had a pre-existing condition because I was in a wheelchair for some of my appointments but it was not until my yet undiagnosed condition worsened and I spent the better part of a year trying to find the cause of my problem. Humana doesn’t want to honor my prescription for diclofenac 1% gel as it is available to buy ***. However, they covered my prescriptions on 09/10/24 for Ibuprofen and acetaminophen which are available ***. My doctor prescribes me 5 tubes for 35 days and it is something I have to use morning and night in the areas that are bothering me. I have already filed a complaint with ****** (Consumer Complaint Case: *****************) on 12/17/24. I am asking Humana to pay the remainder of my three-week stay in ********* ******* intensive physical patient rehab. They paid $39,229.00 for room and board but covered none of my PT, OT, pharmacy, labs, drugs and other therapeutic services, leaving me with a bill of $30,400.00 I am also asking them to honor my doctor’s prescription for diclofenac sodium 1% gel, whether it is available *** or not.

  

  Business response

  01/21/2025

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased A family dental plan two months ago and have not used the insurance. I’ve spent the last two months trying to find a local provider who actually took the Humana HMO plan. 90% of the network providers on Hannah’s website is incorrect They do not take the insurance. Finding a pediatric provider was even harder. I finally called today to cancel my plan and they would only reimburse me one month payment. I’ve called their customer service over 10 times in the last two months and I would greatly appreciate both months of my premiums back as the services were not used.

  

  Business response

  01/14/2025

  See attached response from the business.

  Customer response

  01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the date of 11/01/2021 ******** is showing I have an active policy with Humana, which I do not. ******** said I have to contact Humana to clear this "cross-over policy on the ******** file". To confirm this I spoke with a supervisor with ******** and they confirmed this is an issue that has to be resolved on Humana's end. I spent the better part of a day trying to reach someone with Humana who could resolve this and I kept getting transferred to outsourced representatives who had no idea how to resolve the issue.

  

  Business response

  01/15/2025

  Please see attached response.

  Customer response

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  This does not correct the issue. I was advised by ******** that Humana has not completed a process needed to be done to notify / update ******** that I no longer have this policy active.

  I am requesting that someone from Humana complete that process of notifiying / updating ******** so I no longer have this ongoing issue with ********, where ******** is showing this error.

  
  Sincerely,
  
  ****** *****

  

  Business response

  01/17/2025

  please see attached.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a medication that had been cancelled and received anyway. I was sent a return label and sent item back. Advised ********* case number and that item received by Humana. My account continues to show balance of 16.28$. I have made many calls and left on hold for a total of a couple of hours just to be disconnected before final resolution. Can’t get this resolved despite almost 2months of trying

  

  Business response

  01/14/2025

  Please see attached response sent to the member. 

  Customer response

  01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  There was no resolve given.

  The issue was a refund for a $16.28 pharmacy item that was returned and receipt acknowledged.
  
  Sincerely,
  
  ***** ********

  

  Business response

  01/17/2025

  Please see attached response.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********** **** Order Pharmacy will not send my med or billings and other CONFIDENTIAL INFO to my PO BOX. Instead it is sent to my residential address which gets lost or stolen. I do not wish confidential info sent anywhere EXCEPT TO MY PO BOX. I WANT ALL MEDICINE SENT TO PO BOX - EXCEPT FOR ONE MED I HAVE TO SIGN FOR- DELIVERED BY *** OR ***** TO MY DOOR. Check out this latest shipment ********************************** I AM NOW OUT IF THIS MEDICINE

  Customer response

  01/10/2025

  Customer has an updated mailing address, wanted the company to know since the complaint is over prescriptions being mailed to the customer. 

  The updated address is -  

  **** ***** ***  ******** ******** ** *****
  

  
  

  

  Business response

  01/17/2025

  Please see attached response. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father died April 28th, 2024. On May 3rd, 2024. my fathers premium ($95.20) was auto withdrawn from his checking account, after he died. Humana was notified of his death on May 7th, 2024. On May 30th, 2024, a letter was sent to Humana, by my husband, who is the executor of the estate, requesting Humana to send a check in the amount of $95.20, to my fathers estate (name and address were provided). The check was sent on June 11th, 2024. Since we did not have my father's "estate banking account" open yet, we were not able to cash the check immediately. Strangely, on July 8th, 2024, Humana sent another check, in the amount of $95.20, in the name of one of his daughters and not in the name of my father or his estate. We immediately voided that check, since it would have been fraud to cash a check that was not made out to the correct person. We let Humana know about their error and sent them a copy of the voided check. On August 12th, after we were able to get my fathers estate banking account opened at a local bank, we tried to cash the first check Humana sent which was made out correctly to my father's estate. On August 14th, we received a note from the local bank stating "Deposited item returned-refer to maker". No deposit was made. (We had no problem depositing other checks from several other companies into my father's estate account. Only the one check from Humana.) As executor of the estate, my husband has sent several letters to Humana requesting the money they took out of my fathers bank account, AFTER he died, be returned to my father's account. Humana continues to deny the request. We do not believe anyone actually reads the letters we have sent. It's just routine denial. We did absolutely nothing wrong and just want the $95.20 that Humana took out of my fathers bank account AFTER he died, returned to his estate.

  

  Business response

  01/02/2025

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

  Customer response

  01/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called and called and been transferred and disconnected and received no call back and no resolution and i am tired of calling. it is past the time to switch insurance companies but i am sick of them! I am offered ***** and can't get access or my rewards and the end of the year is coming so i will lose all i have earned. I am tired of sitting on hold. Hire people who know what they are doing. you make enough money to do that!!! you are already taking my food allowance next year!!!

  

  Business response

  01/06/2025

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

  Customer response

  01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  my complaint has nothing to do with a grievance about my medical or drug benefits. It has to do with ***** which is a reward program AND the lack of support and customer care when I have called numerous times. There is an internet error message for myself and my sister suffering with cancer! There is no tech support. AND at no time was I directed by anyone I spoke with to file a “grievance!” This is just another way to side step the issue which is an example of what I have dealt with. No one takes responsibility for supporting their customers with THEIR errors. Just another typical problem with insurance companies!! 
  
  Sincerely,
  
  ******* *******

  

  Business response

  01/09/2025

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

  Customer response

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Please let me repeat myself! I have called the number on the back of my card numerous times. I have been transferred from department to department and spoken to several people who do not know what to do! I sat on the phone once for over an hour! I’m not sure how many calls it takes or how many people I have to speak with in order to get assistance. Even your letter is not assistive! It only refers me to do what I have already done. I stand by my complaint of your inadequacy, incompetence, and uncaring attitude and lack of understanding. At no point have you even reached out to me but only referred me to the same phone number I have repeatedly called and asked for help. Why don’t you pick up the phone and call my number? You are a paid employee. I am an elderly woman with a disabled Marine husband to care for! Shame on you to tell me to call the phone number on my card as if I’m an idiot who needs those directions! 
  
  
  ******* *******

  Customer response

  01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: Please let me repeat myself! I have called the number on the back of my card numerous times. I have been transferred from department to department and spoken to several people who do not know what to do! I sat on the phone once for over an hour! I’m not sure how many calls it takes or how many people I have to speak with in order to get assistance. Even your letter is not assistive! It only refers me to do what I have already done. I stand by my complaint of your inadequacy, incompetence, and uncaring attitude and lack of understanding. At no point have you even reached out to me but only referred me to the same phone number I have repeatedly called and asked for help. Why don’t you pick up the phone and call my number? You are a paid employee. I am an elderly woman with a disabled Marine husband to care for! Shame on you to tell me to call the phone number on my card as if I’m an idiot who needs those directions! 
  
  
  ******* *******
  
  

  

  Business response

  01/15/2025

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm filing this complaint under Humana BBB profile because ********** is a subsidiary of Humana. ********** did not respond to my BBB complaint. Please remove my address from all ********** and Humana paper mail advertisement mailing lists. I do not want to receive these "presorted standard" advertisement letters in the mail. These letters addressed to someone named ****** ******* who doesn't live here. I have attached pictures of the letters I received.

  Customer response

  12/19/2024

  Hello.
  I received a request from BBB to complete an authorization form meant for customers of Humana insurance. I'm not a customer of Humana and I never had any relationship with them. I don't have any member ID to fill out.
  They are sending me advertisement mail for someone else. I want to unsubscribe from these letters.
  

  
  

  

  Business response

  12/27/2024

  Please see attached response

  Customer response

  12/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Humana Approved a dental service and a corresponding payment to the client for $1732.00. The payment was sent to the dentist providing the service who refuse as they already had received full payment from me. Since then I keep asking for the payment and in spite of filing an appeal and Humana recognizing they made a mistake they simply refuse to send me a check I am due as per their own regulations. After recognizing I am due the $1,732.00 they voided my appeal and simply kept the money I and due.

  

  Business response

  12/26/2024

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

  Customer response

  12/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I cannot understand your response . Humana Grievance Department wrote me a letter in response to my grievance. On the letter Humana concluded that it had made a mistake and that they would repair the mistake and issue a new claim to correct it.
  The letter is dated from 11/08/24. Today is Dec 24. No new claim has been issued and upon checking the website to get an update on the status of the grievance a note on the
  grievance states that the grievance has been voided. No other explanation whatsoever .
  Based on that, there is no other conclusion to be made other than that Humana is refusing to pay for a benefit it has already approved.
  I and my husband have called Humana several times and the issue is simply ignored.
  It looks that the next step since you reuse to issue the check for the $1,733 .00 I have to request a mediation to resolve the issue.
  

   

  Sincerely,

  
  ***** ********

  

  Business response

  12/30/2024

  Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
  
  Thank you,
  
  

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: Humana continues with the same tactics asking me to contact them via pone. When I do so they simply state they do not know of the problem. All they need is to issue the payment.
  

   

  Sincerely,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩