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

  24 W 3rd St # 101 Mansfield, OH 44902

• 

  CenterWell Pharmacy

  PO Box 745099 Cincinnati, OH 45274

• 

  Humana

  7525 E Virginia St Ste 430 Evansville, IN 47715

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service 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 has been contacting me looking for one of their clients by the name of ***** ***** however you spell the last name they need to stop contacting the number ************ *s their client DOES NOT OWN MY NUMBER AS IT WILL ALWAYS BE THE WRONG NUMBER AND WILL BE FORWARDED TO THE POLICE FOR HARASSMENT CHARGES should I need to contact if I keep getting harassed

  

  Business Response

  Date: 05/12/2023

  Please see the attached response.

  Customer Answer

  Date: 05/17/2023

  
  
  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.
  
  
  I feel satisfied that they did actually remove my number however if I do continue to get phone calls from Humana in case they made an error I’ll be contacting the BBB or them again. Thank you for getting this resolved for 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:05/02/2023

  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.

  Humana Go365 program gives points for getting a physical, etc., redeemable for gift cards.
  
  On 12/24/22, I redeemed points for 12 gift cards. I received only 4 of them; I never received the other 8 gift cards. So Humana still owes me 8 gift cards, worth $155.
  
  On 2/1/23 I chatted online with Humana to ask about the missing cards. Rep told me “They were shipped on 1/11/23. It can take 15-20 business days. The other cards are on the way.”
  
  On 2/15/23, now 24 business days since shipment, still no cards. I chatted with Humana rep who said “Continue to wait for the cards. Contact us if they are not received after 60 days from the 1/11 mailing date.”
  
  On 3/13/23, now 61 days from the 1/11 mailing date, still no cards. I chatted with Humana rep who said, “I have reported this to our IT department. They will check to see if the cards were used. Reference number 1000364458231. Allow 10-14 business days.”
  
  On 3/27/23, 14 more days later, I phoned Humana. Rep said “Seeing that 60 days has passed and it was not returned to us, we won’t be able to resend the cards. Because once we send the cards, upon the Mall terms and agreement, we are not responsible for the cards.” I asked to speak to a supervisor. She said one would call me that day. Nobody called.
  
  On 3/28/23 I phoned again. It was now 75 days from the ship date, 85 days from my order. I reached supervisor Heather Johnson.
  
  Heather said she would check to see if the cards were used. She said that if they WERE used, and not by me, then they WOULD replace them. But if they were NOT used, and not physically returned to Humana, they would NOT replace them. (Yes, you read that right.) Even though they are numbered and are easily cancelled and replaced.
  
  She emailed me that they were not used, so they would not replace them.
  
  I asked for the card numbers so I could get them replaced myself. She refused.
  
  She said Medicare Guidelines prohibit her from reissuing the cards. I asked her to show me the guidelines. She did not.

  

  Business Response

  Date: 05/12/2023

  Please see the attached response.

  Customer Answer

  Date: 05/15/2023

   
  
  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,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/27/2023

  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 have Humana choice for my healthcare provider. They have recently engaged ********** pharmacy for my prescription supplier. The attached photo shows the medication ********* 5 mg which is used to treat an enlarged prostate. The prescription was written by ** ****, My Urologist. It clearly shows that there are 3 refills on this prescription. ********** told me on the 26th that the prescription was for only one time. Today I called again and stated on the bottle it clearly shows there are 3 refills remaining on this prescription. ********** says my Dr must provide a prior authorization, which has already been provided when the prescription was initiated. ********** said I could pay full price which approaches $300.00. This company should honor the label, my Dr. and the standard procedure for refills. Annually should be the norm to have a prescription with refills. They are creating undue stress on patients and undo work on the medical staff.

  

  Business Response

  Date: 05/04/2023

  See attached response.

• Initial Complaint

  Date:04/27/2023

  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.

  Your Complaint - 4+
  hours on phone w/Humana on this issue, no resolution. 3/9/23 - I faxed Direct
  Member Reimbursement Claim to Humana. 3/19/23 - check #******** 3/19/23 date,
  twice amt of claim. 3/23/23 - I call Humana, case #************** xxx, Acct Supvr,
  I show their error, she stated she has authority to send to Billing Dept to
  review, cancel and reissue check in 14 days, will call me by 3/29. 44 min on
  call! She no call to me. 4/25/23 - No check to me! I call back, case
  #1000374269846, xxx, Acct Supvr, System down, she'll em Direct Member
  Reimbursement Dept., either they or she will call me. I requested her to call
  me back for accountability and a trace. She never call me back. 54 min on call!
  4/26/23 -  I call back, case #************** xxx in Grievances Dept.,
  system shows for my case "nothing has been done." He'll email ******
  and Member Reimbursemt, he'll call me back today. 40 min on call + he no call
  me back! I find on internet Humana Expedite Grievance (800) 444-9137 4/27/23 -
  I call Humana Expedite Grievance, (800) 444-9137, xxx answered, case
  #************** her system shows no check has been reissued, nothing else.
  After 56 min into conversation, I find out she's in the Individual Medicare
  Dept.! Phone # on internet for Humana Expedite Grievance this phone number! She
  can't do anything to fix my issue. I asked if she could file a grievance for
  me, she said "yes" and I said I'm posting this on the BBB website. 1
  hour and 2 min on call!! I call Humana to show and fix their error. My case
  "nothing has been done." They haven't reissued my due Direct Member
  Reimbursement check. What else can I do? I have gone over and beyond what I can
  do. When is Humana Inc. going to reissue my due Direct Member Reimbursement
  check?

  

  Business Response

  Date: 05/10/2023

  Please give me a call should you have any questions.

   

  Thank you

  Customer Answer

  Date: 05/13/2023

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

  Humana's response does not contain all accurate information and still owes me Direct Member Reimbursement for $203.03.

  I'm only looking at the Direct Member Reimbursement (DMR) check due me for $203.03.

  Claim/DMR payment history:

  Fax Claim: 11/4/2022, ACTHIB, ********* ******** Paid $370.29, check *********** dated 11/17/22

  Fax Claim:  1/26/2023, ACTHIB, Paid $14.63, check ******** dated 2/28/2023

  Fax Claim: 11/15/2022, Shingrix, Paid $136.60, check ******** dated 11/28/2022

  Fax Claim: 12/17/2022, Bexsero, -> Paid $312.50 -> check ********** dated 1/19/2023

  Fax Claim 3-9-2023, Menactra, ->> Humana Error Paid $406.06, check ******* dated 3-19-2023 -AND-  ->> Humana Error Paid $515.08, check *********** dated 5-5-2023.  Checks not cashed by me, they are in error.

  Humana still owes me Direct Member Reimbursement for $203.03.

  Thank you.

  Sincerely,
  

  
  
  
  ****** *****

  Customer Answer

  Date: 05/24/2023

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

  Your information is still erroneous.

  Humana sent me a check, attached, ************ dated 1/19/2023, for $312.05 for reimbursement for the Bexsero.  I deposited this 1/24/2023 at my back, copy attached.  I went to my bank specifically for Humana.  I also have a Transaction History confirming this deposit on 1/24/2023.   Your accounting department will be able to find this.

  In conclusion, Humana check for $515.08 includes a double reimbursement for $312.05 and should only be a reimbursement to me for $203.03.  Your check needs to cancelled and reissued.

  Please confirm to me, via BBB, when this reissued check is mailed.

  Please contact me via BBB, not my telephone, regarding this matter.  

  Thank you, again,
  

  ****** *****

  Customer Answer

  Date: 05/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your content is wrong.  My documentation, dated 5.24.2023, I sent to Humana via BBB complaint #******** is attached.  As stated in this attached documentation, I did not request another check be reissued for these two claims.  Rather, I documented Humana's errors in handling these two claims and requested a correct check for the actual true amount of $203.03 for one claim due.

  I will be relieved when I receive Humana's correct Direct Member Reimbursement check for $203.03.  This claim was faxed to Humana on March 9, 2023!

  Sincerely,

  ****** *****

  

  Business Response

  Date: 06/09/2023

  Please see the attached response.

• Initial Complaint

  Date:04/27/2023

  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 provided OTC benefits under my Medicare policy. The centerwell pharmacy commissioned has been sending a lot of low quality and defective items. 4 ace bandages were received that are "garbage" according to the therapist. They are so thin you can sew thru them. Could not upload photos but can provide thru another method as yourBBB upload won't allow for some reason. Called and asked about sending them back. Told they don't accept returns. Asked to credit my account and they refused. You cannot send poor defective quality products to anyone and refuse to accept them or replace.

  

  Business Response

  Date: 05/16/2023

  See attached response.

• Initial Complaint

  Date:04/19/2023

  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 FILING THIS COMPLAINT AGAINST THE CORRUPT EMPLOYEES AT HUMANA LYING FOR YEARS LIKE 90 GOING NORTH NOT CAPABLE OF BEING HONEST. AFTER ALL OF 2022 THERE HEALTHY FOOD SYSTEM VERIFYING I HAVE 50.00 THERE EVEN AFTER ASKING THEM TO MAIL THE CARD I HAD LOST THEY REFUSED AND THEN TAMPERED WITH THEIR SYSTEM TO ADJUST TO ZERO DOLLARS BUT (THE SYSTEM) DO NOT DENY THAT I AM AN MEMBER BECAUSE I AM IN THE SYSTEM DUE TO MEDICARE FRAUD THAT THEY ALL ADMIT NOW. THEY ADMITTED THEY OWE ME PREMIUMS 2003-PRESENT SENT 15 ENVELOPES WITH 15 BLANK LETTERS WITHOUT THE CHECKS 3/10/2022 AND HAVE BEEN FLIP-FLOPPING TO PAY ME. STARTED PROMISING I WILL RECEIVE IT 1/22/23 AND WENT BACK AND FORWARD SEVERAL TIMES SINCE. ****** ***** SENT ME AN EMAIL AUTHORIZATION CODE THAT THEY CONFIRM AS LT *********** IS CLARITY OF GETTING MEMBERSHIP AND PREMIUM REFUND THAT THEY ARE STILL PLAYING GAMES ABOUT. NOW ANOTHER GAME PLAYED BY MEDICARE FOR YEARS NOT RELEASING MY PREMIUM REFUND THE 1. FOR 3 YEARS ADVANCE RESOLUTION AND SSA PROCESSING ON THREE WAY HAVE CONFIRMED WITH ME THAT WE OWE YOU PREMIUM REFUND STARTING 12/01/2002. 2. WPS HEALTH ADMINISTRATORS 12/2022 LOCATED 19 CLAIMS I FILE THAT I DIRECTLY MAILED TO MEDICARE 1/1/2005 THRU 12/31/2021. 3. ON AN CALL WITH MEDICARE SATURDAY 10:52AM THE LADY SAID YOUR ORIGINAL MEDICARE NUMBER **** *** **** IS NOW YOUR NEW NUMBER. THEY ARE STILL PLAYING GAMES ABOUT MY COVERAGE.

  

  Business Response

  Date: 05/22/2023

  See attached response.

• Initial Complaint

  Date:04/17/2023

  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 Medicare HMO Gold Pluss is basically a scam. The sales people give you misleading information, the customer support representatives are incompetent and rude. I am a diabetic and now I have to pay cash for most of my medications. They put me in the gap when they weren’t supposed too.

  

  Business Response

  Date: 05/01/2023

  I am writing in response to the inquiry you submitted to Humana on behalf of ***** *********
  Enclosed is a copy of the resolution letter sent to *** ********. Please feel free to call me if you
  have any questions or concerns regarding this matter. I can be reached at ***** ******** ext.
  ********

• Initial Complaint

  Date:04/13/2023

  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.

  My Mother, ******** ****** is being bullied by Humana as they are trying to force her out a rehab facility, ***** ***** ***** ** *** **** ******* with an early discharge after a recent amputation when she is not ready. The facility has also stated she is not ready yet and are shocked by Humana's attempt to do this. We were told it would be a minimum of 5 weeks for her age and we are at 3. We have not received proper notice or information with continued care and she still does not have approval on medical durable equipment which is medically needed after several weeks of faxes and Humana is delaying this. She does not have family locally, can't drive, needs a week notice to coordinate, and needs a transition plan with home health care. She has been sick which has delayed her PT. She is not ready until all of these items are in place and she is ready physically able and approved to be home.

  

  Business Response

  Date: 04/21/2023

  Please review the attached response

• Initial Complaint

  Date:04/06/2023

  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.

  Humana has my cell phone number listed as the contact number for one of their clients, named **************** *************** ********* *** the past several years, I've continuously received robocalls and text messages from Humana regarding this persons medical plan and prescriptions. When I call Humana, they tell me they are putting my name on their Do Not Call List, but this does not stop the harassment. Today (4/5/23) I spoke to a person on the phone who told me they could not update their client's contact information unless it came from the client. I explained to them that they were releasing private healthcare information, which was likely a HIPPA violation, and that they were harassing me for years with these phone calls and text messages. I asked for them to report this to a Data Privacy Officer within the company, and they said they did not have one. I asked to speak to the person's supervisor, and the supervisor refused to talk with me.

  

  Business Response

  Date: 04/13/2023

  Please see attached

  Customer Answer

  Date: 04/17/2023

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

  My phone number has been added to the Do Not Call List a dozen times in the past year and it never works.  The company is violating HIPAA laws by adding my phone number to a customer’s profiling and then calling me to relay private health information about their customer. They need to remove my phone number from the profile of their customer and disclose to them that they released private information to me about their medical prescriptions.  

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

• Initial Complaint

  Date:04/05/2023

  Type:Product 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 SSA (RETIREMENT) DEPOSIT FOR DECEMBER 2022 WAS SHORT OF $145.00 BECAUSE HUMANA NOT PAID MEDICARE PART B .
  HUMANA NOT PAID AMOUNT OF $145.00 FOR MEDICARE IN COMPLIENCE WITH HUMANA'S POLICY FOR ABOVE-MENTIONED MONTH.

  

  Business Response

  Date: 04/14/2023

  Please see attached