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.
- 114 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/01/2024
Type: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.
On April 4th 2024 I talked to ***** who said I cannot opt out of the Humana medication therapy management program for medication and medical history review I'm getting harassing calls and emails and letters and phone calls from Humana constantly asking to review my medical history and my medical medication.
Business Response
Date: 05/23/2024
See attached response from the Business.Initial Complaint
Date:05/01/2024
Type: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 Medicare Advantage Plan is with Humana and their pharmacy is *********** Each quarter my plan provides $150.00 OTC Benefit. On April 1st, I ordered a number of items including 4 boxes of ***** brand Panty Liners - Long at a cost of $8.00 each. I received my box of supplies on April 3rd but they gave me small panty liners (very light) ******* brand. I phoned ********** and one of their CS agents basically said there was a 50-50 chance of them making it right. I told them that was unacceptable. On April 6th they sent out a replacement and again I got the ******* liners. Called ********** again. They sent out another shipment which they shipped on April 11th. For the third time I received the ******* liners. Spoke with ********** on April 15th and they said they would ship out the right liners but allow them two weeks. On April 29th called ********** as I didn't receive anything and was informed that they no longer used that supplier. All these phone conversations and no one said that before. They will not credit my OTC account with $32.00. By the way, the ***** Panty liners - Long are still showing up on their order website.Business Response
Date: 05/10/2024
Attached is the response to complaint ********Customer Answer
Date: 05/13/2024
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
Date:04/29/2024
Type: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.
Sent attached letter to Humana on 8 April 2024. NEVER received answers to following questions:
Does Go365 by Humana give rewards for mammograms?
Does Go365 by Humana give rewards for prostate exams?
Does Go365 by Humana believe it is fair to award dollar rewards to women when they receive mammograms and NOT award dollar rewards to men when they receive prostate exams?
Does Go365 by Humana believe there is NO gender discrimination when awarding dollar rewards to females for receiving mammograms and NOT awarding dollar rewards to males for receiving prostate exams?
=====FOR THE BBB:
>>>I feel I have already spent an inordinate amount of time and effort to obtain answers to my specific questions. As a customer, I expect better SERVICE from this business.
>>>I wish to receive a WRITTEN response by email.
>>>Any email response directing me to telephone the business for a resolution will be IGNORED. As a customer, I expect to receive a WRITTEN resolution. I will NOT telephone this business in order to obtain resolution to my complaint.
>>>If the business can NOT send their response by email, the business may use the USPS to mail a WRITTEN response to my residence address.
>>>Do NOT attempt to contact me at the telephone number listed with the BBB. A telephone call is NOT a written response. As a customer, email is my preferred method of contact. I prefer to be contacted by email at ***************** Do NOT contact me by telephone.
>>>I do NOT resolve complaints by telephone or text. As a customer, I expect this complaint to be resolved by email. This complaint MUST be resolved by email.Business Response
Date: 05/09/2024
Due to the confidentiality of the response, It has been sent directly to the member.Customer Answer
Date: 05/13/2024
Complaint: ********
I am rejecting this response.Reasons for rejection are outlined in attachment.
Attachment may be shared with Humana.
Sincerely,
***** ********Business Response
Date: 05/17/2024
please see extension request.Initial Complaint
Date:04/23/2024
Type: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 have not had access to my account for 8 weeks. I have been on the phone with numerous people. All they can say is my account is locked and they have not been given any time that it will be unlocked. I need access to my account to pay bills and view my EOBs.Business Response
Date: 07/02/2024
Please see attached response from the company.Initial Complaint
Date:04/22/2024
Type: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 filed a complaint twice on behalf of my sister, **** *** *********** who is a resident of the ********* **** ******* **** in Middletown, Ohio. My sister needs physical therapy on a regular basis in order to insure her continuing ability to walk. Humana cut off her physical therapy earlier this year, but about a month ago, she received a call from Humana saying she had been approved for physical therapy. Her PT sessions have not resumed, and the staff at the nursing home have told her it is an insurance problem. I plan to complain directly to Humana once again but I need some more pressure from other sources to help me to get her PT restored.
Her Humana member id is *************Business Response
Date: 07/02/2024
See attached response.Initial Complaint
Date:04/17/2024
Type: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.
Claims no ******** and claim number ******** were processed. I never received the checks and Humans refused to issue replacement checks. Customer service is absolutely no help. It has been 4 months since checks were mailed out. The checks have not been cashed as of Humana but they will not re issue new checks. I pay my monthly premium on time.Business Response
Date: 04/30/2024
See attached response from the business.Customer Answer
Date: 04/30/2024
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.
Thank you so much for your help. I really appreciate this.
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:04/17/2024
Type: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 Dental failed to pay for in network dental care of $1024Business Response
Date: 07/02/2024
See attached response from the business.Initial Complaint
Date:04/16/2024
Type: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 have insurance for eyes , I went to see the eye doctor was an emergency. They said after the fact that I’m not cover ID # ********** I had to pay for it was $ 89.00 I expect Humana to pay me back. I’m not working.Business Response
Date: 06/28/2024
Please review the attached response.
Thank you
Initial Complaint
Date:04/11/2024
Type: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.
Humana dental through ****** changed policy starting 1 Apr with with no way to opt opt. My gamily can no longer see their dentist which is about 10 minutes from my house. Humana changed their in-coverage radius from 30 to 50 miles mid cycle. Humana is now making my family drive 50 MILES to see a new dentist. This is causing a serious lapse in dental coverage since we now have to schedule new patient care 12 months out instead of having their regular appointments next month. As a member I cannot stop or change my policy mid cycle, and I was assured through ****** Humana could not change the policy on their end either. The changes made to my policy in Apr cause my children and wife to go without dental care and lets Humana not honoelr their contractnof 6 month checkups due to new patient enrollment times. Humana is also making me miss work to drive my kids 50 miles to see a dentist. If I am unable to schedule all 8 of my children and my wife, at the same time, this change in policy costs me 18 days of missed work per year. I make about $30/hr. 30×8×18=$4,320 per year ($30/hr x 8 hrs x 18 days of missed work)
Hunama cannot make this type of change mid-cycle. I have no wat to opt out of Humana at this point. I have to wait for open enrollment in mid-November for a new policy to take effect on 1 Jan.
This is not the only problem with Humana and I want out! I have other dental coverage through sooner care and VA so My entire family is still under care and there will be lapse in coverage.Business Response
Date: 04/30/2024
See attached response from the business.Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because: I have fixed the errors pointed out by the Humana representitive.
Sincerely,
***** *******Business Response
Date: 05/14/2024
See attached response from the company.Customer Answer
Date: 05/14/2024
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. Hummanahas admitted their mistake in writing and eventhough every person I speak with over the phone is still unaware this change does not apply to ****** plans (as stated in the response from Humanna) the letter sent to me states my requests will be honored.
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:04/08/2024
Type: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.
On January 18, 2024 I contacted Humana Dental Insurance Company to get an estimate (they call it a predetermination) for a routine dental visit since my dentist is out-of-network. My dentist supplied the exact insurance codes and charges to Humana. On February 26, 2024 Humana informed me that the predetermination showed that Humana would pay 100% of my dental visit. I wanted documentation in writing that showed I would owe nothing and had the representative email me the predetermination EOB showing that I would owe nothing (attached). The agent also gave me a case reference number of *************. In the notes for the call she documents that I was told repeatedly that I would owe nothing.
I went to the dentist on March 25, 2024 and had the exact procedures as submitted in the predetermination. The dentist billed the exact same amounts from the predetermination.
The claim was processed on March 31, 2024 and showed that I owe $52. I called on April 1, 2024 and spoke to an agent who could see that I had been told I would owe nothing (see case reference number above) but said I would need to complete the Grievance Form in order to get the claim corrected.
As a member I have spent hours on the phone with Humana and the dentist office to ensure that the predetermination would be correct. I was assured repeatedly by Humana that I would owe nothing. Yet the claim was processed in conflict with the predetermination despite the predetermination having the exact same information. What good is getting a predetermination if the claim gets processed with a different result despite the information being the same?
I would appreciate Humana honoring the information provided to me by correcting the claim to show that I should owe nothing and refund me the complete amount I paid upfront to the dentist which was $376. Sincerely, ****** *******Business Response
Date: 06/03/2024
See attached response from the company.Customer Answer
Date: 06/03/2024
Complaint: ********
I am rejecting this response because:Humana is correct that the predetermination was initially denied in January since it was submitted as if it was a bill for service yet I had not visited the dentist yet.. However, I spent many hours in February getting the predetermination resubmitted to get an accurate estimate. I have a series of emails between that intial denial in January and the resubmitted predetermination that was ultimately received on February 26 which showed that I would owe nothing. Humana is incorrect that I was informed correctly. I called multiple times and spoke to multiple agents who could review the call logs and see that I was informed repeatedly that I would owe nothing. Humana's "review of the call log" is hogwash if they say I was informed correctly. It's clear that this issue will not be resolved to my satisfaction but I appreciate the BBB's effort. It's only $50 and I've spent dozens of hours on a project that should have been simple - to get an estimate for a routine cleaning at my dentist. Fortunately I now know not to trust Humana, despite getting information in writing, so will switch insurance companies for 2025.
Sincerely,
****** *******Business Response
Date: 06/12/2024
See attached response from the company.Customer Answer
Date: 06/14/2024
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.
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