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

  
• 

  Humana, Inc.

  101 Prosperous Place #300 Lexington, KY 40509

  
• 

  Humana, Inc.

  5555 Glenwood Hills Pkwy SE STE 150 Grand Rapids, MI 49512

• 

  Humana Insurance Company

  100 Mansell Ct E Ste 400 Roswell, GA 30076

• 

  Humana, Inc.

  6075 Poplar Ave Ste 221 Memphis, TN 38119

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:10/24/2023

  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.

  My spouse and I are enrolled in Humana Dental and on 6/20/23, we went to our regular dentist for six month dental cleanings. This is our usual dentist, they are listed as in network at Humana’s online site, and the dentist told us they were in network. After the cleanings, we received the Humana EOB and our claims were denied because Humana stated our dentist was not in network. This started a series of phone calls between Humana, our dentist and ourselves to resolve the issue because our dentist stated they are in network and were on our date of service but Humana stated our dentist let their network status lapse from April until July 2023, which our dentist says is nonsense and incorrect. Today our dentist stated they have contacted Provider Services at Humana three times and *****, their rep, has never called them back to resolve the dispute. My spouse, ****, has called Humana numerous times and they will not call us back or resolve the matter. She called Humana on 9/12/23, the fourth call, and their rep, ********* stated she would discuss it with her manager and they would call *****’s boss in Provider Services to find out why our dentist has not been called back and the status of resolution. My wife called again one month later in mid-October and was told ******** would call her back. No one has called us back from Humana. Humana has also not called our dentist back. The dentist said today a lapse is not even possible as they have a contract with Humana. We had to pay $351.60 for two cleanings on 6/30/23 out of pocket to our dentist because of Humana’s obvious mistake and refusal to resolve it. Our dentist was in network and there was no lapse in network status on our date of service. We pay premiums monthly to Humana and they have refused to pay on our six month cleaning claims. At their site today after login, I clicked repeatedly to access and view our clams online, and their online site does not function or show our claims or claims status.

  

  Business Response

  Date: 12/08/2023

  Company responded directly to the customer.

  Customer Answer

  Date: 12/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and even though, Humana EVENTUALLY supplied us with a written documented response that was satisfactory, it was only after contacting the BBB and filing a claim that Humana took our problem seriously and in all probability would not have if we had not contacted the BBB.

  Thank-you BBB for your assistance.
  
  
  
  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:10/23/2023

  Type:Service or Repair 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.

  Earlier this year I filed a durable medical equipment claim with my Medicare Advantage provider, Humana. Initially it was denied but I appealed. They reviewed my appeal: #************ and approved payment. Check #********** was issued March 7, 2023 in the amount of $879.98 payment for claim #820223021060432. I did receive the check but we were in the middle of packing up parts of the house because all of our windows were being replaced. Much to my dismay the next time I looked, I couldn't find it anywhere. I looked high & low but I'm now absolutely certain it was accidentally shredded. I immediately contacted Humana and requested a reissue of it. I was assured that the check was still outstanding and a reissue would not be a problem. By April 17th I still had not received the replacement check so I called again. I spoke with Kiara and was advised that the prior request had not been done properly. She put another one through or so I thought. It is now 7 months and 12 phone calls later and I still do not have my check. I have talked to 3 supervisors and at least 15 different customer service representatives. I've kept track of every time I called this company and who I spoke with but I may as well have been talking to a wall. I am beyond frustrated. Most of these calls lasted at least an hour because I had to be transferred or start all over trying to explain everything that happened. I am worn to a frazzle. Can BBB Please Help me??! My Humana Gold Plus HMO Member ID is *********. Case # ************* & Case #*************. The first case # was created on August 7, 2023 & the 2nd case # was created on August 23. 2023. I will be glad to sign a release form if needed and provide copies of the original appeal decision letter agreeing to reimburse me as well as the explanation of benefits, reflecting the check #, amount, etc. Thank you so much!

  

  Business Response

  Date: 11/08/2023

  Please see attached.

  Customer Answer

  Date: 11/14/2023

  
  
  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. Humana has reimbursed me in full. Thank you, thank you, thank you, BBB!!! 
  
  
  
  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:10/20/2023

  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 administers the so-called Medicare Advantage Plan.
  One of the benefits is a $100-a-quarter allowance to receive OverTheCounter(OTC) products.
  One way is to log into the Humana website, select OTCs from there, and have them shipped to one's home.
  
  This has been working for a few years, but suddenly, the allowance of $50 means only $25. The allowance of $100 means $75.00.
  
  Humana is stealing from senior citizens on a fixed budget!!!!!!!!!!!!!!!!!!!!!!!!
  
  In 2023, at the end of quarter 3, my allowance balance was $50.00. I ordered (#: 487670596) two bottles of Baush_Lomb PreserVision Eye Vitamin ($25.00 each), but I received ONLY ONE!
  My husband's (******* J ******) order #: 487673681 was also short by one $25 value item.
  
  My October 2, 2023, order #: ********* was for four $25.00 ($100 allowance) of the same OTC, but today, I received only three (3) items totaling $75.00.
  
  Where is the $25 item missing from each of these orders?
  
  I contacted Humana online and by phone. It turns out that Humana representatives are poorly aware of the situation.
  
  I was told that there is a new $1.45 fee which causes it to be over the allowance, and this fee is:
  1. tax
  2. shipping charge
  3. copay
  
  No one would explain why orders are missing items.
  
  When I logged into my account, I had a balance of $1.45, and I paid it with my credit card.
  There are several problems with this scenario:
  1. I have screenshots of my orders, and no additional fee is mentioned.
  2. If an unannounced fee of $1.45 is a balance to pay, how does this fee cost me $25 (missing $25 value item), and I still have to pay $1.45?
  3. Why, during the order process Humana's software is NOT AWARE of the fee, but the fee was added after the order was placed without MY KNOWLEDGE?
  
  This faulty Humana's procedure shows DISREGARD for senior citizens and robbs them of $25 on each order (in my case). SHAME!
  
  I am asking that Humans implement an error-free ordering OTCs system.
  If there is a fee to pay, it must be announced at the time of the order with the option to pay it without losing part of the allowance.

  

  Business Response

  Date: 10/27/2023

  please see attached.

• Initial Complaint

  Date:10/10/2023

  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 recommended upgrading from the Humana "Preventative Value PPO" that I'm currently on to "Complete Dental PPO" which is a step up in benefits. I'm noting that PPO stands for Preferred Provider Organization. The "Preventative Value PPO" offers actual coverage for certain types of treatment, including fillings and extractions. It is NOT simply a "discount" plan which doesn't actually pay for anything but simply offers a discount on services. This past year alone, Humana has paid over $500 towards my dental care.
  
  Benefits summary for the Complete plan on the Humana website states ". Prior coverage is defined as an insurance plan that offered coverage and benefits. Discount dental plans are not considered prior coverage." Again, noting that the Preventative Value plan is NOT a discount dental plan.
  
  This distinction is important because Humana advertises online "Waiting periods will be waived on basic and major service if member had prior coverage for 12 continuous months." I am a member and will continue to be a member if I upgrade to the Complete plan. I will have had coverage for 12 continuous months and am NOT on a discount plan.
  
  When attempting to upgrade my plan, a licensed agent advised that while the discount plans are exempt from this "waiving of the wait time", his notes also explicitly state that the Preventative Value plan also exempts this. When queried as to the discrepancy between his notes and the website, he kept saying he was a licensed agent and this is what he was told. He had no control over the nationally published website and the Benefits Summary that was posted there.
  
  He recommended I speak to customer service who simply hung up on me after I explained what I was looking for. There does not appear to be any contact info that will get me to a person that can reconcile this discrepancy.

  

  Business Response

  Date: 10/19/2023

  See attached response.

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it incorrectly states a signature was not present on the form. As you can see from the attachments here, a signature WAS present. These are the two attachments provided to the BBB.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:10/06/2023

  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.

  02/28/22;03/04/22;03/07/22;03/11/22;03/14/22;03/21/22;03/28/22;04/01/22;04/18/22
  04/26/22;05/02/22;05/25/22;06/15/22
  
  These dates of service were for PT for my son. ***** had surgery on 12/31/2021 for a separate injury that used the initial 20 PT visits. as such when we were notified that the 20 visits were exhausted, the doctor contacted humana to get additional visits approved. humana issued a prior authorization for those visits but failed to pay the bill when the bill was sent. i was not advised until August of 2023 that the bills were not paid. Upon calling Humana they advised that there were not going to pay the bills because he exhausted the 20 visits. even though they approved the additional visits and as a result we continued to take him. Thjey approved 87 visits. When i spoke with them in August they told me i needed to file an appeal on my own even though the clinic had attempted to resubmit the bills. so i did just that i filed the appeal, only to be notified that my appeal was only allowed to be filed within 180 days. i called humana oday and they are saying the auths come from their 3rd party company and not from them. as a consumer how am i supposed to know that when my doctor gets auth from my insurance that they do not have to honor it. i like most consumers believed that the doctor was getting authorization directly from them. also when i called in august the rep never mentioned that i was past an appeal period, further wasting time. its not right. i would have never continued to take him had i known it would not be covered. they bait and switched me. giving us the auth but refusing to pay is not right at all. Authorization***-***-****is what is showing on the Humana member page for visists between 03/15/2022 and 06/15/2022 but they denied every claim

  

  Business Response

  Date: 12/05/2023

  The business responded directly to the customer.

• Initial Complaint

  Date:09/27/2023

  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.

  August 1, 2023. 2078.97 Humana stated that Hearing services that to get Hearing Services that I must go through Tru-Hearing. And their would be a 650.00 co-pay per each Hearing Aid. As due to issues to length to detail I did not use Tri-Hearing. As such I used a licensed Hearing Aid dispenser at Sam's Club and spent 2078.97 for two hearing aids. Humana claims that Tru-Hearing will not approve this as did not use their provider. My username is with Humana, not Tru -Hearing. I have now received from Humana a Annual Notice of changes for 2024, in these changes it lust Hearing ser ices, which I would assume includes Hearing aids. They list for 2023 a 10.00 co oay for in network an 40% of total cost out of network with 2024 they list in network of 20.00 co pay and 50% of total cost for the total. So why did they tell me a 650.00 co-pay for each Hearing audiologist total 1500 for two, and no mention of Tru-Hearing or having to use them only. So explain why if their is in Network and Out of Network as in their Notice of changes for 2024 and showing 2023 coverage did I get a denial of any reimbursement and even appeal g thus apparently it gas been denied. Their is nothing stating Tru -Hearing for 2023 and only 10 co pay in network and 40 % for out of network. WHT have I been denied and no reimbursement, paperwork and receipts were sent to Humana in Lexington Kentucky. But no reimbursement. Seem they gave one policy then change when convenient

  

  Business Response

  Date: 10/13/2023

  Our response was sent directly to the member. 

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Humana seems to want to outsource so m e of their benefits, such as hearing and make you use one supper and company wheras other benefits have a in network  and out of network  associated with them.  But Humana  seems they do not offer thus for hearing a d m ages you wonder in my opinion  what do the get for making Tru-Hearing and no one else their sole supplier for hearing aids.  Need or strongly  consider the ethics of Humana and going forward into ****
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/27/2023

  Humana's response has been directly mailed to Mr. ********. 

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Humana is abusing the system, and trying to circumvent  the system. My insurance is with Humana and as such they are suppose to have in network  and out of net work. But yet they continue to advertise hearing benefits. They apparently  don't  have any hearing  benefits, Tru Hearing is the ones to have this benefit,  thru Humana.  This is only one of several instances that Humana is abusing the Medicare Advantage  system.  They are losing  my family due to their ways in 2024. Even 8n network doctors your co pay is out of line! 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/14/2023

  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.

  Centerwell Pharmacy, 9843 Windisch RD, West Chester, Ohio 45069. phone 18004862668. They have charged my account with a $5 copay which is not correct. Enbrel support card pays entire $100 co pay as note on their invoice dated 8/31/2023. The person taking my call for the original phone call insisted on $5 copay incorrectly & could not put me to their finance dept. Tried for appx 1 hour to get several people at Centerwell to transfer me to billing or finance, and they constantly and consistently ask me the same questions over & over, then put me on hold, then another person comes on and we start all over again until finally you are forced to hang up. It almost seems as this is don on purpose, but I cant believe that. There are some people there who are fantastic in service, such as Ms ******* **** who has helped me in the past. But this company has made it impossible to reach someone that can help. Now I have to file a BBB complaint over a $5 bill!!!!!

  

  Business Response

  Date: 09/21/2023

  See the attached response from the business.

  Customer Answer

  Date: 09/21/2023

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

   

  Humana and Centerwell Pharmacy now owes me $10, not $5 as previously stated. They incorrectly billed me for another month and another $5. I talked to Centerwell and they are suppose to refund the $10 and charge me correctly from now on. Humana has not been of any help whatsoever with this problem: I have received no call from anyone that I could talke to.. It is extremely difficult for me to answer in this manner due to my condition.  Please have supervisor call me. You have my phone number
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/30/2023

  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.

  My health insurance Humana canceled a dental plan that I did not cancel. When I called before the end of last year I was told everything would remain the same I’m supposed to have four visits for teeth cleanings per year. My dentist office just notified me my plan only has 2 cleanings a year I’m supposed to have four. I was very clearly told I nothing about my plan would change Then they went in and deleted an optional plan I had without my permission

  

  Business Response

  Date: 10/07/2023

  Response has been sent to the member. 

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I already sign a form giving Humana authorization to talk to the BBB.  Seems like they are only trying to keep the responses non-public.

  when I talked to a Humana representative  a while back  they could not even find my supplemental  dental plan they canceled without my permission and even said I never had a plan that covered four (4) dental  cleaning visits  that my dentists can prove different .  My dentist has the visit dates in their records
  

  I called in 2022 before the end of the year, to make sure ALL of my plans would remain the same, and after the first of the year of 2023 and I was told nothing had changed.  Yet they had completely canceled my plan which if I needed to use it I would not even be able to afford the procedure.  Had they really wanted to settle this, they would have responded to me…, they could have called me at the same time they responded to the BBB. I’ve had too many UNNECESSARY conversations with Humana    The first time I got the dental plan years ago , I was on the phone for well over 4 hours because even the first four supervisors said it did not exist!  How can they not find the plan that was being paid out of my disability that they had already paid claims on and and have absolutely ZERO idea what I’m talking about?  Humana, like most other health care plans, has departments that have no idea what the other department is doing. This should have been a one call thing that they said oh sorry, we don’t know how that happened   we will reinstate that plan  but instead they said they could not add it because I can’t change plans during the year  yet I was told I can because of my government assistance I get that I was already told from a previous complaint I can change multiple times a year if I wanted 

  They apparently hire people that have no idea how to look things up or their tech design of their own system won’t let them look things up  

  Sincerely,

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

  

  Business Response

  Date: 10/16/2023

  The response was sent to Mr. *********** as we do not have a valid AOR on file to allow the BBB to act on Mr. ***********'s behalf. We cannot accept electronic signatures on an AOR. 

  Customer Answer

  Date: 10/19/2023

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

  I have called the person in the letter and left a message  days ago  I have got no return call yet. 

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

• Initial Complaint

  Date:08/30/2023

  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.

  see Attached document
  

  

  Business Response

  Date: 10/13/2023

  please see attached.

  Customer Answer

  Date: 10/25/2023

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

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I spoke to a Humana rep named ***** ***** and she indicated that she would follow up with me on Monday, it is now Wednesday and I have not heard not heard anything.  She stated she would follow up with me regarding a few issues.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 10/27/2023

  Please see attached.

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********* I spoke with Humana on Friday and told them I am still waiting for action on their part. I was told they are still working to resolve this matter?

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with Hum ana on Friday and told them I am still waiting for action on their part. I was told they are still working to resolve this matter?
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 11/03/2023

  please see attached.

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********* I am still waiting for action from Humana they said they would reimburse me for the months that I paid out of pocket. Also, we had a conference call with ******** and nothing was resolved? This has been going on for two months. This is a classic catch22 neither side is doing anything!

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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.

  On March 28,2023 I was visiting with family and friends in Ontario, Canada when I experienced a spontaneous spleenic rupture. I was transported on an emergency basis from Welland Hospital to the Niagara Falls Hospital and then to the St. Catharine’s Hospital where a medical team was available to do the critical surgical procedures ! On April 14 I was flown from Toronto to our hospital in Naples , Florida. I remained in hospital for additional procedures and care . After a week I was released to home and doctors’ office care which continues now. Till this point our health insurance provider Humana has payed none of the expenses related to the emergency I experienced in Canada . We have paid two of the bills ($1100 approx Can funds to avoid Credit Bureau Reporting . Humana has assured us that the emergency related expenses are covered under our policy. They indicated that they haven’t received the information regarding the charges in Canada even though we sent them twice, the second time they picked them up at the Post Office and signed for them because we sent them registered! When we call Humana by phone we receive conflicting opinions and directions. They did finally admit that they did receive the requested documents.. but still no payments . The Canadian Hospitals and Doctors ( doctors bill separately in Canada) are calling us directly now . Humana seems to have gone silent. Today we are sending another package of documents related to the doctors expenses in Canada since Humana claims they don’t have them . Our communication with Humana seems to involve conflicting information, denial in the face of fact, and a failure of communication from them to us. We call them ! HELP Humana must pay their portion of the emergency hospital and doctors expenses. I

  

  Business Response

  Date: 10/27/2023

  Due to not having an AOR to send the letter thru the BBB we sent the letter directly to Mr. ****. 

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  

  Humana associates previously told me to go ahead and pay the invoices I received from the Doctors in Canada and then Humana would reimburse me when I provided the receipts.  I have provided those receipts and still expect to be reimbursed the $7355.15 that I paid to satisfy those invoices.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 11/22/2023

  The response is being sent directly to Mr. ****.