Business Profile

Health Insurance

Humana, Inc.

Complaints

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

Customer Complaints Summary

298 total complaints in the last 3 years.
115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/14/2024
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.
I was told that if I change my policy from Humana hmo to Humana ******* ***, Humana would pay my full amount of my ********. It's been going on 6 month's. I have called 2 or 3 times a month and all I keep getting is the Run Around? I have talked to ****** ******** and ********, they tell me someone is lying to me that Humana Florida is not paying the full amount?
Business Response
Date: 05/23/2024
See attached response from the company.
Customer Answer
Date: 05/23/2024

Complaint: ********

I am rejecting this response because:

My ******** was $164.90 in 2023, my ******** is $174.70 for 2024. I have contacted ****** ********, ******** and Humana Florida. I'm still getting the run around, if we do not get this straightened up soon, I will be changing from Humana to a different company in 2025. Sincerely

Sincerely,

****** ******
Business Response
Date: 06/03/2024
See attached response from the business.
Initial Complaint
Date:05/13/2024
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.
Cannot log into my Humana account. My ID NUMBER IS *********. I have been trying to authenticate using my phone number ************. However, I don't receive the code. Could someone from Humana Network Corporate Office contact me regarding this complaint. I have been trying to schedule eye doctor appointments, pain management appointments, dental appointments, and cannot log into my Humana Network account to even access my monthly benefits of over the counter. This is highly frustrating. I've been calling your customer service line for weeks now and cannot seem to get anybody to reset my account change my username and password so that I can log in. I am highly upset about this. I wish that I could change my Humana plan unfortunately I cannot do so until December of 2024. I wish to be with United healthcare but unfortunately I cannot go back to United healthcare because they will not allow me to change my plan. I am very dissatisfied with Humana right now and I am filing a complaint with the BBB in order to get some better results.
Business Response
Date: 07/05/2024
extension request
Business Response
Date: 07/12/2024
please see attached
Initial Complaint
Date:05/13/2024
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 declined services to for my elderly mother's care. Her name is Ethel Smith and I am her son who is also her POA. First, it was denying rehabilitation services at *********** ****** ****** in New Brighton, MN. She has ********* ******* ****** ******** ** **** ** ******* ****** *** **** ***** ********. She's been in and out of the hospital for years now due to a **** ****** ******* They refused ***** for her there and coverage when she was moved to long term care for a few months without a GOOD explanation. When she was released home in April, she required some ******* ************** ******** ** ***** ********* *** ******* ******** *** ****** ***** and again, Humana denied these services. She's once again in the hospital and needs to go to short term ***** and because of her last stint at *********** she apparently owes $30,000, which she does NOT HAVE. She's elderly with very little money. These services should have been covered by Humana but were not. This is nothing short of ***** ***** by Humana by declining these NEEDED services, and I'd like something done.
Business Response
Date: 05/31/2024
Response has been sent to the member
Customer Answer
Date: 06/03/2024

Complaint: ********

I am rejecting this response because: I have attached the filled out forms for for the Appointment of Representative. Please continue with this case. Thank you for your help against Humana.

Sincerely,
***** *****
Business Response
Date: 06/07/2024
Our response has been sent directly to *** ******* ***
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because: I have again attached signed AOR forms. If they need **** *********** name on there somewhere please let me know and where to add his name as a representative. My mom ****** ****** is currently in the hospital again an unable to do anything at the current time.

Sincerely,

***** *****
Customer Answer
Date: 06/12/2024

Complaint: ********
The complainant stated that nothing has been received from the company. The complainant requests to know how the response was sent, via email or through usps.

Business Response
Date: 06/14/2024
please see attached response
Customer Answer
Date: 06/21/2024

Complaint: ********

I am rejecting this response because: I received mailings from Humana saying upon further review a claim (I can include the # if needed) should allow additional benefits. There was also a statement included which shows "provider charges" of $18,278.37 and a "plan/benefits exclusions of "-16,948.37" leaving "your share" at $190. If this is an amount deducted from the $30,000 owed to *********** Health Center, great, it's a start. However, it doesn't come close to what we need covered and as I originally stated - SHOULD HAVE BEEN COVERED BY HUMANA. They denied needed services my mom needed both at the rehabilitation center ************* and for when she was supposed to be released and needed in-home rehab. There wasn't any personal status check on her, they simply denied coverage/services, and as I also stated before, my mom doesn't have $30k to pay, which, again, should have never been charged had Humana covered what they should have.

Sincerely,

***** *****
Business Response
Date: 07/01/2024
Attached is our response for Javin Smith
Initial Complaint
Date:05/09/2024
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.
Multiple times after I have requested not to be sent medication without my prior consent they have sent medication. I told the foreign rep who couldn’t speak very good English that I did not want refills of meds sent unless I requested them and it’s happened twice now in the past month.
Business Response
Date: 07/03/2024
Our response has been sent directly to the member.
Initial Complaint
Date:05/08/2024
Type:Product 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.
I paid in full for pre approved services at ****** ****** ****. At time of service I paid $30 in non refundable co-pay. Humana misdirects the reimbursement to ***** ****** in Cleveland, OH and said the check was cashed by *****. After about 2 dozen phone calls , providing proof of payment via email, being hung up on several times, waiting for calls to be returned(happened only once), hours on the phone since October I'm still waiting for the reimbursement due to me.
Business Response
Date: 05/31/2024
Please review the attached response
Business Response
Date: 06/12/2024
Please review the attached response. You can give me a call should you have any questions.

Thank you
Customer Answer
Date: 06/20/2024

Complaint: ********

I am rejecting this response because:
I will only be satisfied when Humana finally sends the $618.00 owed me, by Humana, and I have it in hand; I understand that it will first go to ****** ****** **** and then be sent on to my address. This has been a frustrating experience to find out how many errors can be made on one payment. I won't go into them all but in your response dated June 12, 2014 you say my Humana plan coverage was effective from May 1, 2013 to present; I was a policyholder from 1/1/2023 - 12/31/2023.
In a conversation with Isaac Carpenter on 6/19/2024 he first told me he was unable to check on the status of a change of address, which is pertinent to correcting the issue that started this comedy of errors - when the reimbursement (bunch payment #********** which cleared on 9/25/2023) was sent to ***** ******, ** *** ****** ********** ** ***** instead of to ****** ****** ****, *** * ****** ******* ******* ******** **********. A little further into the conversation Isaac was able to tell me the billing address had been adjusted on June 13.
On June 4, 2024 I received a call from *****, the office manager at ****** ****** ****, that she had received a call from *** in the Dental Claims Department. ***** was told to expect the check for $618.00 in the next 7 - 10 days. A few days later I received a letter from Humana, not the first, saying that payment would be denied.
I've been told I'd supplied the incorrect provider number, I've been hung up on, I've been told someone would get back in touch with me, ***** was instructed to resubmit the claim then that claim was denied. This issue has needlessly sucked up an amazing amount of time due to an error, or scam?, of a misdirected reimbursement.
I sincerely hope all your departments can get together to resolve this issue and that I will finally be reimbursed.

Sincerely,

**** *******
Business Response
Date: 06/28/2024
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 Answer
Date: 07/02/2024

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. I appreciate the efforts of the BBB on my behalf to bring a resolution to this problem with Humana. It's insane that it's taken this long for Humana to come around to making the correct decision, and eye-opening to witness how they operate. I will not recommend the company to any but my worst enemies.

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
Date:05/06/2024
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.
*********Humana disenrolled me due their incompetence and ** ****** ******* that Humana referred to me for my PCP. for over a month and then after I file the complaint they took the $50 off of my card. I want that $50 back. It was not my fault that I was not contacted by Humana. It is not my fault that you assigned me to a dr that dropped the ball is more like a bomb because it all fell on me. I incurred medical expenses because I got ill from dealing with you all as well as this doctor and I incurred a bill that I’m still getting due to you thank God that he is seeing me through this and I have a very good Medicare coverage now that AARP recommend which they don’t recommend Humana. I also missed my infusion for last month due to Humana. I have incurred a total of about $300 in bills and then the slap in the face to take the $50 off of the card and oh by the way you did not alert me of that either you should be ashamed of yourself, you should get out of Medicare business. I want to thank ******* and ***** ********* they were the best people that I dealt with. They showed professionalism and concern and their backs were against the wall because sadly these two fine individuals work for you. Also, I got a bill that was dated February 22 that you refuse to pay but the disenrollment wasn’t until February 29. What kind of game are we playing here? How would I have known to let *** ******* know that he needed to sign that’s your job you should’ve been contacting him about the VCC form as well as the signature for approval. I’ve been doing this for over two years and not once. Did Wellcare ever ask for a letter of approval. Why would you not reach out to the doctor that you referred about a letter rather than just denying the payment that’s very unprofessional on your part.
Business Response
Date: 07/02/2024
A response has been mailed to the member.
Initial Complaint
Date:05/06/2024
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 insurance company was supposed to pay a premium of 150 to medicare or SSA I have been waiting for 10 months paying on my own my medicare Humana keeps giving me the run around that Social Security is not doing their part I went personally to Social Security and they find no request or anything from Humana I am very frustrated with Humana not doing their part please help the amount I paid 1500 is to medicare
Business Response
Date: 07/03/2024
Our response has been sent directly to the member
Initial Complaint
Date:05/06/2024
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.
Reference: #************
Claim Number: ***************

On November 22, 2023, I visited a dental office recommended by Humana for a crown procedure. The office staff assured me, both verbally and in writing, that the procedure would be covered within my 2023 insurance limit.

Subsequently, on January 11, 2024, a Humana representative confirmed in a recorded conversation that I was fully covered for two dentures under my 2024 insurance plan. Based on this information, I proceeded to schedule an appointment for denture impressions.

However, I later discovered that the crown claim had been processed as part of my 2024 coverage, which was inconsistent with the initial assurance. I have since engaged with multiple Humana representatives to resolve this issue. On January 25, 2024, a supervisor assured me that the matter had been addressed and that the two dentures would be fully covered.

To my dismay, I later found that I was still responsible for an unexpected denture expense of $852. This discrepancy is not only inconsistent but also unfair. I had placed my trust in Humana’s recommendations and assurances, and I diligently pursued a resolution, only to be left with a financial burden due to errors that were beyond my control.

Had I been properly informed about the impact of the crown claim on my 2024 coverage, I would have made a different decision regarding the partial dentures, especially considering their non-urgent nature.

I am a disabled senior retiree who has always trusted Humana to honor its commitments. I had to pay $825 to the dentist. Therefore, I respectfully request that Humana reimburse the $852 to me as soon as possible.
Business Response
Date: 05/15/2024
Please see attached response from the Company.
Customer Answer
Date: 05/17/2024

Complaint: ********

I am rejecting this response because it starkly contradicts the explicit, recorded affirmations of
complete coverage, as provided by several Humana representatives, including a supervisor.

Sincerely,

******** **
Business Response
Date: 05/28/2024
See attached response from the company.
Initial Complaint
Date:05/02/2024
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.
This is my usual ********** ******** prescription refill...standard order. Starting in midarch I have been trying to gey my Blood Thinner medicine, I need to tak twice a day to prevent a stroke or heart attack...the prescription ir ********** ********* *** *** ********
I have received notices "your prescription has been cancelled"...April 26, 2024.
I have tried to correct this error contacting my Dr. who said the prescription was good through Sept. 2024. I have tried to correct this myself almoswt daily through their site which has severaql hours on the phone, always getting on hold, have asked for supervisor several times, they saidthey would call me back, not yet.
Now I have had to buy several doses through my Dr. and Walmart...@ $65 out of my pocket just to have necessary meds twice a day. I have called, have emails dated 4/24, 4/22, in progress, 4/26 cancelled, 4/30 unable to process.
Contacting BB is my last resort.
I would like to have this resolved ASAP so I can clear my account. I have hadf to ask my DR. several times to reissue a prescription, called and still not able to complete this problem. I have notified I will send in a formal complaint.

Please help me.
Business Response
Date: 07/03/2024
Please see attached response from the business.
Initial Complaint
Date:05/02/2024
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.
I made a payment on April 29th for April. My service was disenrolled because they didn't make the payment effective that date. As a result, My balance rolled over until the next month. I'm tired of them and their broken system. They should make payments due by a certain date to avoid this from happening rather than disenrolling someone and making them pay triple the insurance cost. That is crazy and someone needs to be held accountable.
Business Response
Date: 07/05/2024
response was mailed to complainant.

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Humana, Inc. is BBB Accredited.