Complaints

This profile includes complaints for Humana, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Humana, Inc.

  500 West Main Street Louisville, KY 40202-2946

  
• 

  CenterWell Pharmacy

  PO Box 745099 Cincinnati, OH 45274

• 

  Humana Insurance Company

  PO Box 105838 Atlanta, GA 30348

• 

  Humana Insurance Company

  PO Box 740974 Atlanta, GA 30374

• 

  Humana Insurance Company

  100 Mansell Ct E Ste 400 Roswell, GA 30076

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought food from ****** 50 bucks worth and I returned it to ****** and I told the store that was old and I told the store that I want it back on the health card and I told that I rather get it somewhere and they gave me a gift card and I didn't want a gift card I called Humana and told Humana that I returned it and they said I should reach out to Publix and I already did the steps I needed to do and I feel like this not fair I would rather leave Humana and go back to united health

  

  Business Response

  Date: 06/25/2025

  The response is being sent directly to the member. 

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Humana refused to pay the charges even it was approved by Humana, but a typical health insurance company that is trying to take advantage of the senior citizens rejected basic coverage.
  Humana just rejected my appeal based on the wrong reason, that is i have filed an appeal after 60 day's . Humana was absolutely wrong because the appeal was filed when i learned of the changes, So again they are rejecting the appeal base on a baseless reason.
  
  In January of this year, I had an appointment with Sage Dental. During the first day of appointment, I presented my Humana Medicare card and before any work, I specifically asked the dentist office not to do any work if it’s not cover by my plan. (Otherwise just do whatever approved by Humana).
  Sage dental preformed a basic x-ray (no panoramic) then they preformed two teeth extraction and somehow the dentist preformed stitches on both removed teeth and absolutely NO Bone replacement Gift/rdg done on both teeth .But yet they claimed they did.(please see attachment of $462.40 three times charges) .
  Again I am one hundred percent certain the so called bone replacement grift/rdg was not preformed .
  
  I am a retired 68-year-old on a fix income of $ 942.00 a month.
  This charges is for work did not happen
  Again please I am disputing these charges because first it did not occurred and second its actually a cover up because I threaten them to file a complaint to BBB because they refused to correct the bleeding occurred from a fail stitches

  

  Business Response

  Date: 06/18/2025

  Please see the attached response. 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******   
  I m rejecting Humana response Humana paid for two teeth bone … and refused to pay for other teeth , this is 100% not fair and it was approved by humana but then they refused to pay , i do have coverage but humana is taking advantage of senior citizens. I will not give up and my next step is to contact the state of Florida.

  

  Business Response

  Date: 06/18/2025

  Please see attached response

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again Humana paid for the teeth bone grift and refused to pay for the other , i have filed grievances and appeal and i was shut down and rejected twice ??? , Humana has received the right from (invoice) but yet did not paid it . Im receiving a threatening phone call from sage dental weekly . Please do your job accordingly so me as a senior citizen live happily.
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  

  

  Business Response

  Date: 06/26/2025

  Attached is our response

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dentist placed an onlay for a cracked tooth on 11/7/2024. I paid the bill for $1,108, and my dentist filed a claim with my Humana Extend 2500 PPO plan. The plan was paid in full, and the 12-month waiting period had long passed. The plan benefits indicated that it paid 50% after the deductible on onlays. There had been no previous onlay on that tooth, and it should have been covered. My dentist included a narrative indicating that other procedures risked further tooth fracture and included X-rays. Note that cracks in teeth do not show up on X-rays. Humana listed on their website that the claim was "entered," but it took months to process it, even after I made multiple calls about processing it. After several months, they said they lost the documentation that the dentist sent, and it had to be resent. In March 2025, their website listed that it paid $0.00. You have to call and request an explanation of benefits (EOB). They do not send you one, nor provide it on their website. Per the requested EOB, the claim was denied because "The dental consultant has determined that the x-ray/supporting documentation received does not warrant payment of the procedure submitted." There was no explanation as to why it did not warrant payment. I filed an appeal (which can only be done by sending it by US mail) on 4/15/2025. Not hearing a response, I contacted Humana on 5/21/2025 regarding the grievance submittal, and they said they never received it. Please note that Humana Dental processes claims for preventative care very quickly. Thus, it was apparent that on more expensive claims, Humana merely delays processing them, loses the documents, and when all else fails, says simply, "We don't think we should pay it." By law, insurers must send a written explanation of benefits (EOB) along with a notice of denial of payment to both the provider and the insured within 30 days of receiving the bill. I only received this information because I called and requested it.

  

  Business Response

  Date: 06/03/2025

  See attached response from the business.

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response. First, Humana stated they did not receive the claim until February 2025. This is not the truth. The original claim and supporting documentation were sent shortly after the 11/7/2025 date of service. Humana entered the claim on the portal, stating "entered". Then in February when I called, Humana claimed to have not received the information. If they had not received the claim previously, they could not have entered it into their portal. Second, Humana initially approved the claim in March 2025, indicating that I would be paid approximately $300. When I did not receive the check, I contacted them and was then informed that it had been denied. Humana made a point that my dentist is a non-participator in the plan and then went on to state that the claim was denied because it "does not warrant payment of the procedure submitted." Humana states in small print that there are limitations to coverage "based upon clinical review." In my appeal, which Humana also lost, I asked for another dentist to review necessity and that Humana provide evidence based on the literature to show that the course of treatment completed was not appropriate. 

  Note that the benefits indicate that it will cover 50% of out of network claims but the individual may be responsible for charges above what Humana will pay. So, it appears that when the claim is initially approved by Humana, then someone realizes that it is an out of network provider, it is denied even after being approved. 

  I want Humana to reconsider and pay at least the approximately $300 that it initially deemed was warranted. Humana should have in their records that they initially approved the claim, then denied it. 

  I have attached the signed denial appeal letter mailed 4/15/2025 to Humana.

  Sincerely,

  
  
  
  ***** *****

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in February of this year, (2025), around the third week, I Purchased a perscription eye drop for $72.81 at ****** puarmacy. I was iniitially told that they wouldn't cover it at my pharmacy. Then approximately a week later, I received a letter from Humana stating they would cover it after a request by my eye doctor. I had already purchased it for the full amount of $72.81. I found out later my co-pay for the eye drops was $40.00, so there was an over-payment of $32.81. I filed a claim form for reimbursment of the $32.81. My doctor had to fill out sections of the form, as well as my pharmacy. All claim forms were approved by Humana. I discovered after multiple phone calls to Humana Clinical Review, (4), that my $32.81 had been applied to my deductible without my consent, or authorization. My deductible gets paid yearly through my co-pays for perscriptions & Doctor visits. So there was no need to take liberties with my money and apply it to my deductible. No-one from Humana ever contacted me regarding this issue, Had I never called them to find out why I hadn't received my refund yet, I still wouldn't know today. My last call to them I was transfered to a supervisor who told me what happened to my money. I should have been contacted and asked what to do with the overpayment, did I want it applied to my deductible, or a refund? I would have told them to issue a refund, instead, they took it upon themselves to think for me, and apply my money to my deductible which wasn't needed. That was my money, and I want it back. Making decisions with other peoples money is not the smartest thing anyone will ever do, especially without their consent.

  

  Business Response

  Date: 06/17/2025

  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

  Date:05/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance with Humana began on April 1, 2025, so I'm new. Something bad happened to my cellphone -- damage done by Bitdefender that has left me unable to make outgoing calls -- but I am finding that Humana makes it impossible for me to contact anyone about anything! I received a text message and wanted to call in, but the phone won't make outgoing calls now, and with no other option available, it's clear that I just don't matter!
  
  I had a problem with the clinic of my PCP when they called me to reprimand me because I tried to contact them in another way! Obviously, once my phone died, I should have died with it! I am too angry right now. I can receive incoming calls, but I have a legal mess trying to force Bitdefender to replace the now useless phone, and it's obvious to me that I just don't matter now. I am 73 years of age with disabling conditions and I am in need of medication -- so I guess I'm just supposed to die!
  
  Sometimes a person faces unexpected situations and cannot make calls. That is my current situation. I went onto the Humana website, hoping to get something done with the chat, only to discover that I obviously don't communicate with a human being who can interact with me; I only have fixed options thrown in my face and if my problem isn't listed, I don't matter!
  
  This is not at all the way to treat a person in an emergency situation! I switched to Humana, wanting improved service, but apparently if something goes wrong with my phone, I don't matter anymore. This is not the way to deal with customers facing emergencies!

  

  Business Response

  Date: 05/28/2025

  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 Answer

  Date: 05/28/2025

  
  
  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.
  
  I wish to add that the service that Humana has given me during the time in which my cellphone is inoperative has been remarkable. I believe in giving credit where credit is due.
  
  
  
  Respectfully submitted,
  
  ******* ****
  ***** ******** cellphone (incoming calls only)
  ***** ******** fax

   

  
  

  ***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

  Date:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Representative,
  I am submitting a formal complaint against Humana Inc. for denying dental services that were explicitly pre-approved under my insurance plan.
  My provider, **** ****** **** ** ********* ****** *** submitted a predetermination request, and Humana issued written authorization covering specific procedures from January 27, 2025, through April 27, 2025. The documentation stated I would owe no balance. Relying on this written approval, my dentist began treatment in good faith.
  However, after services were completed and billed, Humana unexpectedly denied the claim, citing a five-year rule for prosthetic replacement—information that was clearly available to them before issuing approval. I submitted a formal appeal, including a copy of the predetermination, but Humana denied it again without proper explanation.
  
  As a result, my provider suspended treatment and held me financially responsible. Because I cannot pay out-of-pocket, my dentist removed my dentures, leaving me without prosthetic teeth. I now suffer from constant pain, difficulty eating and speaking, and severe emotional distress. I feel socially isolated, humiliated, and unable to function normally.
  
  I am a low-income senior living below the poverty level. Humana’s reversal has jeopardized my health, nutrition, and dignity—despite their own written authorization.
  
  I believe this constitutes:
  
  Breach of contract
  
  Negligent misrepresentation
  
  Bad faith insurance practices
  
  I respectfully request that Humana:
  
  Reverse the denial and pay the claim as pre-approved;
  
  Instruct my provider to complete treatment immediately;
  
  Confirm resolution in writing within 10 business days.
  
  Attached:
  
  Predetermination of Benefits
  
  Denial of Appeal
  
  Documentation of denture removal
  
  Thank you for your attention to this urgent matter.
  
  Sincerely,
  ******* *********** **** ******* * ********* ****** ** ***** ****************************** ***** ******** ****** ****** *** *********** * ********* **** **********

  Customer Answer

  Date: 05/09/2025

  I have completed and uploaded the Appointment of Authorized Representative form, authorizing **** ********  to act on my behalf in all matters related to this complaint. Please confirm receipt and let me know if any further documentation is required. Thank you

  

  Business Response

  Date: 05/22/2025

  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,
  
  

  

  Business Response

  Date: 06/02/2025

  Hello. The Appointment of Representative Form received does not show a signature from *** ********, BBB representative. I have attached a copy of the response for your review.

   

  Thank you

  Customer Answer

  Date: 06/03/2025

  Attached is the AOR that is signed by **** ********* BBB

  

  Business Response

  Date: 06/12/2025

  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

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CenterWell pharmacy representatives promised on 4/26 and 4/28 to expedite my Lurasidone prescription since I only had less than 5 days of it left on 4/26. This was not done. When calling back on 4/29 to file a grievance and asking for a supervisor at 8am right when they open, I was on hold for over 1 hour waiting for a supervisor who I kept being told was unavailable. I’m now going to be out of my bipolar medication for approximately 5+ days while they just shipped it this morning via USPS instead of expediting it via FedEx like I was promised. This could literally cause me to end up dead or in a psychiatric hospital. CenterWell pharmacy representatives dont seem to care and are not allowing me to speak to a supervisor in an effort to avoid getting in trouble for not doing their jobs. This is not ok. I do not accept being neglected by these representatives and them putting my life in danger as they have now done. This is not acceptable nor okay. No patient should ever have to go without their medically necessary medication because someone didn’t want to do their job then have to sit on hold for hours because someone didn’t care to get you to a supervisor to help.

  Customer Answer

  Date: 04/29/2025

  I have sent the form to the email address indicated. I have no printer or scanner and cannot get to a library. I am unable to sign with pen and paper. You will have to suffice with me signing this document with my finger via my phone on the pdf I sent. The whole nature of this complaint revolves around having no choice but to use this mail order pharmacy because of this reason and being neglected and not receiving my medications in time before running out because they simply just do not care.

  

  Business Response

  Date: 05/08/2025

  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 Answer

  Date: 05/08/2025

  I do not accept this reply because: My BBB complaint is about CWP CS agents regularly refusing to allow me to speak to a supervisor and putting me on hold for hours at a time, promising supervisor callbacks that never happen, promising to expedite my bipolar medication so that I do not run out in time and not doing so, twice. Humana is referring to the complaint I made with Medicare. I cannot use an in person pharmacy since I have no way to get to one as I discussed with their escalation manager who reached out to me. I have no other option but to use CWP. Offering non helpful, useless solutions is akin to a slap in the face. I want an apology and a promise they will coach their agents on empathy and communication. I also want reassurance that this will not happen again, that I will not run out of my medically necessary medication before I get my refills especially when I have called and expressed the urgency of receiving them on time to CWP. When did profit become more important than people? Have some empathy and compassion. This could have ended up with me in a mental health crisis or worse. I’m grateful it didn’t, Humana and CWP would have been legally liable had I been without my bipolar disorder medication and something happened to me stemming from that. So just apologize and reassure me this will be fixed and not happen again. Take ownership of the issue and we can move on. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/15/2025

  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,
  
  

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again, this doesn’t address this complaint. This addresses a different complaint. Humana is failing to respond to my actual complaint about their CWP customer service and me not getting my medication before running out of this complaint has nothing to do with my medication costs or anything else referred to in their response. I don’t feel as if Humana is taking this seriously. 
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Humana committed fraud against me via a fraudulent insurance plan enrollment this occurred on 2/28/25 right after I just had major invasive surgery. During this time, I was incapacitated for 3 weeks I did not find out about the fraud until 3/6/25. I went to the pharmacy to obtain medication and I was unable to do so. At that time, I tried to use my *** health benefits and was unable to do so. Due to this fraudulent activity *** reduced my check. In addition, I was unable to obtain my *** health benefits and otc access. I was unable to pay my utilities, cover the cost of medical supplies, medication, and buy groceries. I have repeatedly tried to communicate with Humana to receive the $253 that was stolen from me due to the fraud committed by their company. Humana has not been helpful with providing me the funds that they caused me not to receive due to their fraud they committed against me. The has been confirmed as fraud in 3 conference calls that have been over 2 and a half hours long, in addition to other recorded calls. Humana's behavior regarding this matter has been dismissive and they have not shown any accountability. I would like to get this matter resolved and finalized sooner rather than later yet due to this matter not being properly addressed I am considering legal action.

  

  Business Response

  Date: 05/01/2025

  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 Answer

  Date: 05/05/2025

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

  Please review the attached pdf document.

  If there are any questions, comments, and or concerns please contact me prior to making a final decision.

  Please notify me if there are any issues with accessing this document.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 05/08/2025

  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 Answer

  Date: 05/15/2025

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

  Humana has failed to provide a thorough response to any of the matters addressed in the 5/5/25 response letter.

  Humana has not provided payment ($253.00) of the stolen OTC benefits that I would've received in March 2025 due to the enrollment fraud that they have committed against me.

  Humana has not been willing to correct and address all inaccurate information provided in their response.

  Humana has been non responsive to multiple agencies that have reached out for accurate details regarding the fraudulent enrollment, the investigation, recorded calls, and recorded conference calls.

  Humana continues to be dismissive regarding the details of the fraudulent enrollment in addition to their lack of timely response (3/6/25).

  Humana continues to send excessive postal mail after providing multiple written and verbal request to stop.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 05/29/2025

  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 Answer

  Date: 06/06/2025

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

  This matter is unresolved due to misinformation and a lack of accountability on the behalf of Humana. The letters that Humana continues to send to the BBB are not factual and they do not address all of the issues that were outlined in the 5/5/25 response.

  I was recently contacted by ****************** * ********** he stated that he will be contacting the rep mentioned in this letter. He stated that he is still seeking information regarding the complaints and the errors that were made by Humana. We have also discussed the compensation and he stated he is looking into the matter.

  He stated that he will contact me next week with more information due to the discrepancies and lack of information.

  Lastly I do not need any more postal mail from Humana. DO NOT SEND ANY MORE POSTAL MAIL. If there are documents that are required to be sent by Humana per Medicare please specify. If not please refrain from sending postal mail of any kind.

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

  

  Business Response

  Date: 06/13/2025

  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 Answer

  Date: 06/20/2025

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

  I am currently waiting for this rep ****************** to return my call and provide follow up to our conversation last week. He stated that he would be contacting ****** ***** to find out why she is not returning any of my calls.

  So in regards to the rep who wrote this letter you have not been responsive. You have not returned any of my calls or voicemails.

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

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Humana has denied palliative care for someone who’s bedbound at home and cannot get up out of the bed on their own!
  
  They know this and they’ve been contacted numerous times about this and they’re also the ones that kicked her off of hospice to begin with because she’s not dying fast enough!
  
  My spouse cannot defend herself and I am her guardian and I have tried by phone and email and through the complaint system and they keep saying they’ve called me when they call from an unlisted number that my phone kicks out instead of actually just contacting me directly during a decent time when I’m not working from home!
  They claim that they can’t do anything about it cause she doesn’t meet the criteria when she does because she is bedbound and the doctor told her this and I have told them this and I’ve sent paperwork to them and they still want to treat us badly
  I’m sick and tired of insurance companies picking on disabled elderly people!
  If they do not grant her palliative care very soon, they’re gonna be contacted by a lawyer next and the national news because I’m sick and tiredas a full-time caregiver wasting my energy and a few hours of rest trying to fight against the company that should just help out the elderly and the disabled!
  
  Fix your system, Humana and actually help out the people who truly need it like people who are stuck in a bed all day and need help getting in and out and having their butt cleaned and everything else that needs to happen for someone who’s disabled.

  

  Business Response

  Date: 05/02/2025

  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 Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Although Humana has approved palliative care, but I’ve had to request several times after they pushed us out of hospice care, It only occurred after her primary care physician sent a formal letter stating that she has had a debilitating disease for quite some time now and should’ve already been approved for palliative care to begin with, as well as the fact that I requested an apology for how much they’ve put me through as the caregiver having to fight against an insurance company to provide care that should’ve already been provided for someone who is bedbound and stuck at home!  
  

  They claim that they didn’t have the information before other than that she had general dementia and that is not true because the doctors and hospice and other groups have contacted them before, including myself!  The fact that I’ve had to spend months of my time when I’m trying to work full-time from home and care for my dying wife, all at the same time by myself, Humana can apologize to me in a letter for what they put me through considering the stress levels or impeding on my health!

  The exemption is not taken care of the patient, It is keeping them from the care they need and has kept them from the care for quite a while now!
  

  I want a formal apology at a minimum and if I do not get that there will be legal recourse for the stress and time and money wasted while an insurance company waits to do their job!

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

  

  Business Response

  Date: 05/09/2025

  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 Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There’s nothing in these letters that you’ve already sent us in the mail that reflect your apology for putting us through this stress and this much time without a nurse being able to come see her in her hospital bed at home!

   

  I’ve asked for an apology more than once and I’ve asked for an explanation to why you denied a homebound and bedbound disabled person coverage for palliative care?!!

   

  This just shows how little insurance companies care about their paying customers!

   

  I will also add that along with that letter. I received an authorization to speak on Jan’s behalf which I’ve already sent you numerous times as her guardian by law.

   

  Fix your program and fix your system!

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