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
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Initial Complaint
Date:04/05/2024
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 contacted Humana to switch insurance types. I was transferred to an agent and the call begin at 3:42 pm. We spoke for 2 hours and 4 minutes. The agent was professional, patient and thoroughly answered the questions I had.
At the end of the call, he had to read me some information and I had to agree by saying my full name and that yes, I agreed.
During the end of the call when he was reading the information I had to agree with, there was a point where he said I had the right to request the audio (or transcription, I'm not sure how that would have been delivered) of the call. I actually stopped him and asked if I'd heard that correctly and he assured me I did. He admitted, though, that he'd never heard of anyone asking for that information before. I asked how I'd go about getting it and he said it would likely be communicated to me once I received the confirmation email from Humana of my insurance switch.
I did get that confirmation email and no mention of being able to access it. I emailed him this afternoon and asked how to get it, and he said "They send a consent to your electronic signature in your paperwork. I found out they do not send a complete transcript of the whole conversation."
That is absolutely NOT what I heard when we spoke. That's not what was said. My concern is I can't confirm or prove anything that was communicated to me should there be an issue with the policy switch that I've begun.
The calls are absolutely recorded and the information is as much mine as it is Humana's. I want a copy of the 2 hour audio file or a transcript. I will absolutely go higher than the BBB if this doesn't get resolved here.
And if there is a dispute as to what was said to me, REFER TO THE ENDING STATEMENT THAT WAS READ TO ME. THAT STATEMENT WAS IN THERE (but of course I can't prove that at the moment).
This is very concerning. I will not drop this. Let's be smart and civil.
Business Response
Date: 05/10/2024
Due to privacy concerns, the response was sent directly to the member, *** ******Initial Complaint
Date:03/28/2024
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.
Between August and September of 2022 I used the service ls of ******* , Buford Ga I clearly told them, SEVERAL TIMES, that I wasn’t Authorizing anything done that wasn’t covered by Humana Dental plan. Around the middle of December 2022 I received a bill for over $400 dollars from the ******* and since was holidays time I waited until Jan/2023 to contact Humana Dental to see if they can help me. They said that they were going to mail me a form to put an appeal with grievances and appeal but it never came. Also they “ forgot “ to mention that the frame time was 60 days… which is was already expired but they let me believe that I was still on time. But June/2023 I mailed some information to the grievances and appeal but they didn’t contacted me so I called again so I had to file the appeal through my email. Months later Humana sent me a “ referral “ with KEPRO in Florida which is useless too . I called Humana Dental today… and “ Tory “ supposedly a Manager… hanged up my call . They show not care and I feel like I need help from somebody else but Humana or ******* .Business Response
Date: 04/25/2024
please see attached.Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because:
I am not sure what all these paperwork “ means “ . If the Dental plan insurance covered the fillings… WHY ******* is still harrasing me ? Why they didn’t told me that this was paid when I went like 3 weeks ago ? Why I was referred to KEPRO by Humana ? I spoke with someone in Humana dental plan couple weeks ago … and she said that they were mailing me a paper with this information that supposedly was mailed to me in 2023 .? All I want is to know Where I am standing up because ******* blames Humana Dental insurance and Humana wasn’t helping me or listening my situation.
Sincerely,
******** ******Business Response
Date: 05/07/2024
See attached respond from the business.Initial Complaint
Date:03/19/2024
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 March 14, 2024 I placed an order on the ********** ******** app for ********* and potassium citrate and was quoted a price of$675.02 with the stipulation under the quote that prices could change once they reviewed your pharmacy policy. The next day I went on the same app and it showed that the order was being processed and would cost me$225.29. I thought that was accurate because I could have met my deductible and that’s the price I pay for the remainder of the year. I checked my checking account and found they had deducted $675.02 from my account. It was pending. I contacted the and they informed me I hadn’t met my deductible and the cost would be $675.02. I then asked why the discrepancy between their app and the bank statement. They couldn’t explain. I asked them to cancel the order at this time because of the discrepancy and he wasn’t sure he could. The bank is unable to do anything at this time till it goes through then I can dispute. I called Humana ******** ** who is the insurance carrier for my drugs. They apologized for the discrepancy and said they would forward to a grievance committee for review. I had this problem at the beginning of last year and someone from their IT department contacted me. Nothing has been done to correct the discrepancies from their app. I ask that they only charge me the $225.29 as quoted on the app today and that they fix their discrepancy.Business Response
Date: 04/15/2024
See attached response from the company.Initial Complaint
Date:03/13/2024
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.
We receive a DAILY call from Humana Pharmacy soliciting their services even though they have been asked REPEATEDLY NOT to call our home. They call EVERY DAY! This is outrageous.Business Response
Date: 03/22/2024
We have mailed you a response.Business Response
Date: 07/10/2024
A response was mailed to the member.Initial Complaint
Date:03/13/2024
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 March 8 I received one of my medications by mail. I was puzzled because I never signed up for mail in prescriptions. I called Humana to find out what was going on. Humana did not have anyone that could help me or resolve it. They gave me the number to their mail in pharmacy called ********** ******** **** I called ********** and they stated my doctor sent them the prescription to fill. I said never would he do that and I stated that I have never used mail in pharmacy and never will. I stated that I did not give permission for ********** to remove my prescription from *********. The rep did not want to help me. I called my doctors office to verify that they did not transfer my prescription from ********* to **********. The nurse looked and stated that no they did not. I called ********* and spoke with the pharmacist the pharmacist found a note about a ****** from ********** called and told ********* that I agreed to have my prescription transfered to ********** mail in pharmacy. This is a lie. I never talked to ********** to have my prescription transfered from ********* (that I have been with for years) with them. I am shocked that ********** allow employees to lie against customers and to steal prescriptions from customers accounts with *********. Humana needs to know what ********** has done and to investigate this pharmacy.Business Response
Date: 03/20/2024
Upon receipt of this inquiry, a thorough review of the issue was completed. It was determined that ********** Pharmacy Resolution Department reviewed the telephone call from January 22, 2024. You were requesting to have paperless statements from Humana, and no medication names were discussed during that telephone call. A request was sent to leadership to review regarding the ** Enrollment representative requesting the prescription when you did not request to have any prescriptions with ********** Pharmacy. It is disheartening to hear about the problems you encountered through interactions with our company. Every one of our members are important. Feedback like yours helps us focus on areas where we can improve. On March 20, 2024, Humana mailed you a more detailed letter regarding your complaint to your mailing address on file.Customer Answer
Date: 03/21/2024
Complaint: ********
I am rejecting this response because ********** and Humana did not address removing my name and prescription from this mail in pharmacy. If my information is not removed from this mail in pharmacy with a letter to confirm this then you give me no choice but to reach out to a regulatory complaint intake and allow them to look into why an employer lied and took away my prescription and assist in reaching out to ********** to inquire why this issue was not resolved.
Sincerely,
******** *****Business Response
Date: 03/25/2024
A response has been mailed to the member.Customer Answer
Date: 03/26/2024
Complaint: ********
I am rejecting this response because: The letter I received dated March 20 2024 is the same letter on response and it does not say my prescription was removed from ********** mail in pharmacy. The letter does not resolve this issue or state that ********** will remove my prescription from this unauthorized mail in pharmacy system program. This unauthorized transfer to mail in pharmacy puts my health at risk because of the fact that usps cannot promise prescription will not get stolen out of my mail and cannot guarantee it would arrive in time before my prescription runs out. Those are the reasons why I would NEVER use a mail in prescription program! So ********** is refusing to remove my prescription from this unauthorized transfer? So should I reach out to a state regulatory third party? I also received a welcome letter from ********** on March 25.. Again....Remove my information prescription from this program and remove me from ********** mailing.
Sincerely,
******** *****
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *****Customer Answer
Date: 03/27/2024
Complaint: ********
I am rejecting this response because: The letter I received dated March 20 2024 is the same letter on response and it does not say my prescription was removed from ********** mail in pharmacy. The letter does not resolve this issue or state that ********** will remove my prescription from this unauthorized mail in pharmacy system program. This unauthorized transfer to mail in pharmacy puts my health at risk because of the fact that usps cannot promise prescription will not get stolen out of my mail and cannot guarantee it would arrive in time before my prescription runs out. Those are the reasons why I would NEVER use a mail in prescription program! So ********** is refusing to remove my prescription from this unauthorized transfer? So should I reach out to a state regulatory third party? I also received a welcome letter from ********** on March 25.. Again....Remove my information prescription from this program and remove me from ********** mailing.
Sincerely,
******** *****Business Response
Date: 03/29/2024
A response has been mailed to the member.Customer Answer
Date: 04/05/2024
Better Business Bureau:
I received correspondence letter response today April 5 2024 dated March 25 2024 that states my prescription pantoprazole has been inactivated from ********** pharmacy mail order and also my information on March 8 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:03/12/2024
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 a primary insurance with Humana (********). I have had them for five years. Now they are saying they are not primary; **** is supposedly my primary healthcare company I called the other company, and they said they are the primary, but I am not working anymore (goverment job with the post office). I haven't worked in five years. I'm 70 and Humana is the primary health care that I chose when I turned 65. They should be marked as the primary healthcare, not ****. When I called Humana and had **** on the phone in a three way call, the lady at humana said that she would get it taken care of that day. When I called today the person I said it would be pending for 30 days and then they would review it. They have 7 claims they haven't processed.Business Response
Date: 04/10/2024
A response has been mailed to the member.Initial Complaint
Date:03/12/2024
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.
My mother-in-law's (mom) husband died on 07-December-2023. I, ******* ****, have been helping mom **** * **** with all Humana items. Two Consents for Release Protected Health Information were sent to Humana 09-February-2024 and 24-February-2024 so that I ******* **** can have full disclosure of **** * ****'s account and Humana still has not put me in her account yet. The original consent form dated on 09-February was mailed on 04-March-2024 and still Humana has not called me to tell me I am on **** * ****'s account. Mom cannot see out of one eye and can't hear very well. On 14-December-2023, a letter was mailed to Humana sending the death certificate for ***** ***** his ID card information and asking Humana to pay back **** * **** $894.00 that had been paid on 01-January-2024 and 01-February 2024 for the medical supplemental plan and Humana still has not sent **** * **** her check for $894.00. Mom has also not received her Humana vouchers and I had requested these vouchers and $894.00 from Humana on 14-Dec-2023, 22-Jan-2024, 04-Feb-2024, 05-Feb-2024, 09-Feb-2024, 04-Mar-2024. The representatives are clueless so I ask for a manager and then the manager does not help me with any resolution.
This is unacceptable service, mom is 85 years old and needs help. Humana needs to get this cleared up, ensure I ******* **** is on her account and send mom $894.00 as soon as possible.
Humana case ID # ************ Member ID *********
Regards,
******* ****Business Response
Date: 03/29/2024
Please review the attached response. You can give me a call should you have any questions.Initial Complaint
Date:03/06/2024
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 march 5 2024 My *** sent a presciption in for ****** insulin and the pen needles that go on the end of the syringe for daily use. Well Humana filled the insulin but would not cover the needle ends without authorization which make no sense. Without the needles I can't take the insulin and all of last year that never occured It doesn't make sense and they expected me to pay 54-80 dollars for them. This should be illegal.Business Response
Date: 03/15/2024
The response is being sent directly to the member.Initial Complaint
Date:03/04/2024
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.
I have made numerous attempts to resolve the issue and I keep getting going in circles. The insurance wants me to contact the hospital and vice versa. We had an emergency while on vacation. We selected a hospital IN Network with our insurance. Our claim was processed out of network. The insurance was suppose to make the correct adjustments; however, they have not and the claim from the hospital is beyond final notice. It is not my job to keep the hospitals' credentials correct with Humana. I have made 10+ calls attempting to have the insurance communicate with the hospital to no avail.
Case**************Business Response
Date: 04/09/2024
See attached response from the Business.Customer Answer
Date: 04/09/2024
Complaint: ********
I am rejecting this response because *********** ******** is in-network with Humana. ********* ******** have contracts with Humana. We did not render service before checking that we were in-network. Humana processed the claim as out-of-network. This was for an emergency service. I submitted the paperwork that entailed the service and date, and I have contacted Humana multiple times regarding this. Humana, our provider, kept directing me to call the hospital. The hospital, who I have also called multiple times, show contracts on their end with Humana, direct me back to the insurance. The first time I contacted Humana the representative of Humana told me this was processed incorrectly and was supposed to re-process this claim as in-network. I was informed it would be re-processed and I would receive an update within 7-10 business days. This never happened.
Sincerely,.
****** *********Business Response
Date: 04/15/2024
See attached 2nd response from the company.Customer Answer
Date: 04/19/2024
Complaint: ********
I am rejecting this response because this bill has already gone to collections. This should have never happened, and Humana has admitted it was their error. This should have been resolved in 2023.
Sincerely,
****** *********Business Response
Date: 05/07/2024
Please see attached response from the business.Customer Answer
Date: 05/09/2024
Complaint: ********
I am rejecting this response because the credit agency is still showing the original amount owed.
Sincerely,
****** *********Business Response
Date: 05/15/2024
See attached response from the business.Customer Answer
Date: 05/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best Humana can do. We are changing insurance companies.
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:03/04/2024
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 had oral surgery by ** ****** of ***** ******* **** ******* ****** on 4/12/23 at which time I had to pay $2150.00 out of pocket with the assurance that I would be reimbursed once the claim was approved. I started to track the claim process immediately with Humana and with ****. Repeated calls, office visits and mailing of forms and information continued with Humana and **** for SEVERAL MONTHS. Not once were we advised to file a complaint. **** FAILED MULTIPLE TIMES to submit corrected or incomplete information in a timely manner. **** had no incentive to assist us since they had been paid cash up front, and then ** ****** insisted that I needed to have multiple teeth removed and replaced with implants estimated by them to cost $10,000.00.
I got second opinions from a medical doctor, a dentist and another oral surgeon, all of whom confirmed that there was no infection and replacement of the teeth was not necessary.
Repeated attempts to get Humana to review the claims over a period of several months resulted in them denying a valid claim that was made well within the time frame for a grievance, AND with $1,226.35 remaining in my Dental coverage allowance. AT THAT POINT I WAS ADVISED TO FILE A GRIEVANCE. Today I got a letter from Humana saying that they could not process my claim because it had not been filed within the 60 day time limit, after THEY delayed reviewing the claim for months.Business Response
Date: 03/13/2024
The response is being sent directly to *** ********Customer Answer
Date: 03/16/2024
Complaint: ********
I am rejecting this response because:
Humana requires an AOR form which on 3-13 I requested from Humana and have not received.
As soon as I receive the AOR FORM I will sign it and return it.
Sincerely,
**** ********Business Response
Date: 04/09/2024
The response was sent directly to the member as an AOR was not rcvd when the complaint was filed/due.
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