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.

  77 Hartland St Ste 401 East Hartford, CT 06108

• 

  Humana Insurance Company Of NY

  P.O. Box 21092 New York, NY 10286

• 

  Humana Inc

  500 W Main St Ste 300 Versailles, IN 47042

• 

  Humana Insurance Company

  PO Box 740974 Atlanta, GA 30374

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:07/12/2023

  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.

  I am 65 y.o. and I was seen by my PCP at 10:30 AM on 06/16/2023 for elevated blood glucose & after examination and lab she prescribed Hemalog Kwik pen 5 mg to be injected 3x’s/day prior to meals. I allowed adequate time for the pharmacy to fill the Rx and arrived around 12 to pick it up. The pharmacy informs me that they are waiting for my insurance to approve it . Then my nightmare begins when I return the 2nd time the pharmacist inform me that the prescription requires prior approval. I return a 3rd time after talking to aHumana and I am told that Rx is not covered and my PCP will need to choose a different prescription to which I objected. It is now past office hrs for my PCP and a holiday weekend begins which necessitated a longer delay. At no point did I agree to place my medical care and treatment to a insurance company. The decision about my health and medical treatment lies w/me and my dr. A conversations w/Humana reps were tense and confrontational as they tried to convince me that they knew best what medicines would work for me but I am not budging even w/all the screaming and insults. Today equals 25 days since my PCP ordered this Rx and Humana has stalled and delayed and changed policy/ procedures to deny my medicine which is needed for Type 2 Diabetes an insulin pen injection. I discovered that the total cost for this Rx is only $36.11 for a 14 day supply. I then purchased the Rx and I am requesting a full refund from Humana along with $10,000 for emotional distress and for putting my life at risk and for violation of my right to medical treatment for a chronic illness.

  

  Business Response

  Date: 07/21/2023

  Please see attached

• Initial Complaint

  Date:07/10/2023

  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.

  My dad passed away 6-26-22. I notified Humana his supplemental health and prescription insurance company, and they refunded the overpayment due since I paid his bills three months at a a time. Two checks came July, and August 2022. One for $125.40, one for $1370.96. Made out to the estate of , in his name. However when I tried to deposit them in his account, I was told I had to get paperwork, letter of domiciliary , from filing in probate court. I hired an attorney, and it was filed…after many months received all required paperwork from the judge. And was able to open an account. However the checks were only good for 180 days and that passed and they needed to be reissued.
  I contacted Humana, was instructed to send them a letter explaining reason for new checks. They received it in early February of 2023.
  And sent me a check for $125.40 in late February. However no check for $1370.96.
  I waited…and waited ..no check.
  4-23-23 I called again , spoke with “********”.3pm to 3:40pm. She said she was an account manager and would expedite the check and see it gets mailed.
  5-16-23, called for status since it hadn’t arrive,got re rerouted to three different people, 12:05pm to 1:00 pm. Was told the check was issued on 4-25-23 and mailed out.
  6-9-23, called yet again, no check….spoke with “***”, only confirmed that the check had been mailed out., allegedly on 4-25-23. No reason why it still wasn’t here.
  6-15-23..called again for status of missing check…spoke to “ *****”. She said she located my complaint and such in the computer but the status only said it was a pending matter.
  6-16-23, 11:45 AM, I received a call from “ *******”. She seemed nice, said she was in charge of this matter , for issuing the check and had one question. Why were the first checks not cashed. I explained the bank account issue and the filing in court. She said that was all she needed and would send the check out asap.
  Running out of letters here, last call on 7-7-23 was told no check ever issued .

  

  Business Response

  Date: 07/19/2023

  Please see the attached response

  Customer Answer

  Date: 07/20/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/10/2023

  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.

  I am trying to get reimbursement for OTC purchase of a coccyx cushion. I've previously purchased a lumbar cushion, a sock assist device, and other medical supplies not medicine, as such. Today I was told coccyx cushion not allowed because OTC is only for allergy meds, pain meds, supplements, and vitamins. This is NOT TRUE and I told her that a ring cushion available on Centerwell OTC Store, but I needed for tailbone not hemorrhoids, and I needed tailbone cutout cushion, which is what I purchased at Walgreens because it is medically necessary for my comfort sitting. My OTC card was denied on 7/1/23, but my card had $75 for the quarter. I called Centerwell to find out how to get reimbursement. I spoke to John at approximately 9:43am today, 7/7/23, after numerous attempts to get someone on the phone earlier, but wait time 30 seconds per recording, but I waited an hour yesterday and no one ever picks up. John was trying to sell me on getting my meds from Centerwell, but they are higher than Walgreens most of the time so I just go to them instead. This company is part of Humana so until October I can't change my advantage plan. I doubt they will reimburse me for a complaint like this but maybe other people will be forewarned against Humana and Centerwell.

  

  Business Response

  Date: 07/26/2023

  Please see the attached response

  Customer Answer

  Date: 08/01/2023

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

  In your response to BBB regarding my complaint, the zip code for Walgreens is correct on the receipt. The zip code is 88030, as is mine since I live just 1-1/2 block away. That is the same zip code on all my prescriptions that go through Centerwell with no problems. 
  
  My OTC card was denied on July 1 and so my partner was with me and he tried his and wouldn't work either. I
  called Centerwell to find out why the coccyx cushion wasn't covered and that I would like reimbursement. Since you record all the calls you can listen to the conversation between the Centerwell rep and myself. I first spoke to a young man who could not help but was going to ask. Instead a woman came on the phone and did not identify herself nor did I think to ask. She was somewhat hostile with me telling me OTC spending card was only for things like vitamins and supplements. I told her that's not true as I purchased a lumbar cushion and later a foam roll for my back from OTC catalog from Humana. She continued to be argumentive telling me only supplement type things. I told her I'm a ******** and I purchased my ***** *** ****** from Walmart with OTC. I just hung up on her as she was talking over me. I called to find out if I can file a claim for reimbursement and how to do it. I never filed a claim because of this woman's belligerent tone and she never answered on how to file a claim just that the purchase was not medically OTC or something of that nature.
  
  If all you need is the correct zip code for Walgreens and ***** doesn't work for Humana anymore then I guess I'll have to get an affidavit from the post office. If that is the case, please let me know, as I imagine the post office is not going to go out of their way to help me...kinda like big corporations.
  
  ******** *******
  *** * **** ** ****
  ****** ** *****
  
  

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

  

  Business Response

  Date: 08/08/2023

  Please see the attached response

  Customer Answer

  Date: 08/09/2023

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

  According to Humana there is no such person as ****** ***** but she may be using another name. I had called the phone number and extension but the extension would not connect for me nor anyone in the claims dept. They could find nothing on my complaint. However, a claim was entered for copay and sales tax denied (never had a copay for Over the Counter before, and taxes have always been included). This was not medical equipment AND I have used my OTC spending card before at Walgreens as well as Walmart (both have zip code of ******* The Humana OTC (not medical equipment) store had cushions for my back before when purchased straight from Humana but I can't use a hemorrhoid cushion ring for my tailbone comfort and that is what they sell and would not work for me. I have to use a cushion with the total cutout back middle so that my tailbone is not sitting directly on furniture.

  Regardless of all that, I have never been able to reach this ****** ***** and according to Humana no such person works for Humana and the extension will not work. But I did speak to someone in claims who pointed out to me that it's in review and has been still in review. I know that they are not going to reimburse me for this because no one at Humana, or so they claim, is working on this just that it's in review, and it still is. 

  Please have ****** ***** call me. If she works for Humana then she will have my phone number.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:07/06/2023

  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.

  I CALLED TO GET HELP, I WAS HUNG UP ON, THEN I CALLED BACK AND DENIED A SUPERVISOR

  

  Business Response

  Date: 07/14/2023

  Please see attached response.

• Initial Complaint

  Date:07/05/2023

  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.

  I filed a complaint w BBB on or about May 30 regarding Humana's failure to provide information to validate a more-than double price increase for a perscription at CVS. I provided specific details regarding calls to both CVS and Humana and the unproductive loop of being transferred from dept to dept at Humana and receiving only a regurgitation of all the facts presented by me. Humana responded by email and US Mail to BBB and me on May 31 to BBB reiterating the informatio. BBB gave me Humana's response to which I did not accept. BBB told me the case was resolved. I received Humana's letter by mail with Humana's representative & phone number & ext. When attempting to contact the agent, the extension was another loop, never getting me to the agent whereupon I was forced to talk to more robots and start over until finally someone attempted to put my call through to the agent. After a lengthy hold, the call was disconnected. On June 28, I rec'd a voicemail from the agent that was mostly indecipherable and I could only recognize a few numbers from the extension and the person's first name. On June 30, I called the number supplied in the letter and when asked to enter the extension was again in a loop of entering the extension and being forwarded back to to the prompt. I huyng up and tried the number again, this time continually pressing "0" at which time the robot transferred me to an agent. The agent was able to communicate with the person I was attempting to contact & he told me she was not available and I should call back. He did supply a different phone number (from the one supplied in the letter) w the same extension. I have not attempted to call again. I am appalled at the way this is being handled, it is unconscionable business behavior.

  

  Business Response

  Date: 07/14/2023

  Please see the attached response

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising 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.

  The said they removed my number from their system but I am still getting calls for ***** *****. It is not nice to lie to me this is considered harassment and I may have to file harassment charges if they don't actually remove my number from their system because I am sick and tired of getting phone calls for ***** ***** again.

  

  Business Response

  Date: 07/05/2023

  Please see attached response.

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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: 07/27/2023

  please see attached..

• Initial Complaint

  Date:05/30/2023

  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.

  Good afternoon, I started with this insurance company in February because they had no waiting periods on service. Part of the condition of the service is you have to choose a primary office in their network to get the work done. The first office I selected in my area after doing some research while trying to schedule turned out to be closed and had moved far outside of my city. So I called and selected Brident dental instead to be my primary. After much headache trying to get scheduled with them and confirm my insurance information, it turns out two months later that they do not even take Humana's plan even though it is clearly listed as a partner on Humana's website.
  
  I have X-rays from January from another provider confirming that a root canal is necessary, but they had a waiting period so I switched to Humana. My biggest issue is this has now taken almost 4-5 months and I still have not even been able to see a dentist/Endodontist to get a quote for the work, and not only that but I have been paying for a service that is essentially useless because none of the providers they have assigned to me so far will even see me.
  
  Any assistance that I could get in this matter would be much appreciated. I'm extremely frustrated but I understand there are a lot of caveats in the health care system and that its complicated in general. I really need someone to pick up the ball and take responsibility for the situation so that I can get the services I'm paying for.
  
  The documents attached are not related to Humana, but are from when I still had Cigna insurance and got X-rays done in January. This simply confirms the work needed with the referral, I just did not want to wait 6 months for the waiting period although thats what ended up happening anyways.
  
  Kind regards to anyone who ends up reading this and I hope you have a great Memorial Day weekend,
  
  ****** ******

  

  Business Response

  Date: 07/19/2023

  Please see attached response.

  Customer Answer

  Date: 07/19/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:05/22/2023

  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.

  REFERENCE CASE NUMBER ********On
  5/11/23 I picked up a prescription at my CVS for a prescription and was charged $27.78 for the exact same prescription that I've gotten for more than a year for which I had been charged $12.58. I was told by CVS that the $27.78 price was what HUMANA authorized. I spent many hours on the phone between CVS and various departments at HUMANA. I spoke to various people at HUMANA, the first 2 calls being made on 5/11/23 and was promised by 2 different HUMANA representatives that I would be called back within 2 business days. I waited until today, 5/19/23 and made several more phone calls to HUMANA. EACH time, being put on a lengthy hold by a robot that transferred me to myriad incorrect departments. I was made to give my name, rank & serial number, even though I had a REFERENCE CASE NUMBER ********* I had to REPEAT to each person the ever-growing details, then put on hold for long periods of time, only to have the representative come back on the line to reiterate all the details I had already given. I am trying to ascertain the justification for the more than double price increase. I finally got confirmation from CVS that they submitted the EXACT SAME INFORMATION, PRICE, ETC to HUMANA, and nothing changed on the part of CVS. I then called the "Benefits Dept" of HUMANA and after again repeating the details, was put on hold. AFTER ANOTHER LENGTHY WAIT, the call was somehow forwarded to another department that sounded like a mobile ordering or helpline with various irrelevant options, at which point I hung up. To add insult to injury, it would seem incumbent upon the person to whom I just spoke to call me back once he realized the call had been disconnected--especially since he and every other info-tracking person at HUMANA has all my information, including my telephone number.

  

  Business Response

  Date: 05/31/2023

  Please see the attached response.

  Customer Answer

  Date: 06/03/2023

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

  1.  On May 19, 2023, ****** of CVS Corporate, contacted me & told me the cost of Dextroamp-Amphetamin 20 mg was the same price as previously submitted, and"The amount submitted by CVS was the exact amount submitted in the past to Humana," and "Humana is the one that changed the covered amount."  My original question regarding the current (retail) price, remains unanswered. 

  5/19/23 I spoke with *****, reiterating details of all calls, info from by CVS & Humana, what I previously paid & current cost.  I told him the CVS receipt indicated I was charged $27.78, an increase of $15.20, more than double the $12.58 charged previously, yet the retail price of $88.99 remained the same.  I said I wanted to know the current retail price vs the previous retail price.  After putting me on hold for a lengthy time and coming back periodically to thank me for my patience and that he was still "researching," Keith came back on the line and reiterated EVERYTHING I told him and he did NOT answer my question and only repeated what I told him and "thank you very much, I am hanging up now." 

  On 5/11/23 I was given Grievance #***************  This number does not correspond to grievance numbers in Humana's response.

  I want to know how the more-than-double "cost to me" was determined. I understand that costs go up; however it is unfathomable that the wholesale price more than doubled. 

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

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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.

  Humana Pharmacy continues to call me repetitively harassing calls every week asking if I want my medications review please put me on a do not call list and do not call me to review my medications I've already reviewed them with other people and they continue to call and will not stop.

  

  Business Response

  Date: 05/24/2023

  Please see the attached response.

  

  Business Response

  Date: 05/30/2023

  Attached is the response.

  Customer Answer

  Date: 05/30/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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.