Complaints
This profile includes complaints for Humana, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 294 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/04/2023
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.
1. ******** ******* * ***** facility provided weekly progress reports to Humana, which supported the gradual improvement in **** ****** mobility. Her improvement went from limited mobility, weak in standing, and baby steps to walking wider steps, holding her stand with the parallel bars, and legs and arms becoming stronger, which can be contributed to the physical therapy activities and equipment that were provided by ********. In spite of these reports and the inputs of ********’s primary doctor, Mark Lasuria and the Director of the Rehab, *** **** ***** who both agreed it was medically necessary for **** **** to remain at the facility to continue her therapy, Humana made the decision to discontinue the coverage of **** **** therapy. These individuals saw first-hand the progress accomplished by **** ****, Humana didn’t.
2. Humana never provided a reason to the facility or family for discontinuation of coverage.
3. **** **** was forced to leave ******** ******* ******* not physically strong or able to do for herself, with no adult family member to assist her at home.
4. Staying on at ******** without coverage from Humana would have created a serious financial burden for **** ****, who is on SSI with very limited income. She had no choice but to vacate, and as a result of doing so, **** **** was documented as leaving against medical advice.
5. **** **** was not physically or medically ready to be discharged and during her departure, the family noticed **** **** was shaking severely and experiencing some serious anxiety, which were never observed before.
6. Today, two days after being forcibly discharged, **** **** had to go to the ER dept of ******** ******* *** ******* ******** and was admitted there for very high elevated heart rate.
Business Response
Date: 04/12/2023
Please review attachment.Initial Complaint
Date:03/20/2023
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 am an elderly handicapped man. I have contacted Humana 4 times to request that they stop mailings to individuals who have not lived in my house for at least 6 years (Mailings to ***** *** ******* *******). Humana sends many mailings to these two individuals (at my current address) which requires me to empty the mailbox much more frequently than necessary. I do not ever want to receive another mailing from Humana. I request that they remove **** ****** ****** ****** ******** ** ***** from their records.Business Response
Date: 03/28/2023
Please see attached.
Customer Answer
Date: 04/03/2023
Complaint: ********
I am rejecting this response because I have not yet received their response to resolve this issue - the letter from HUMANA on the BBB link simply states "...A copy of the resolution letter was sent to the ****** *****". After I receive and read the letter, I can respond as to whether or not I believe it resolves the issue (I simply want HUMANA to stop sending me mail).Thank you for your time and support.
Sincerely,
****** *****Initial Complaint
Date:03/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 5, 2023, I placed an order on the Center well Pharmacy website for 3 items (order #*********) & cancelled the order #(*************) within an hour on 01-05-2023. Request refund to my card over 20 times for $35.64 and as of 03-14-2023 the refund has not been added to my card #****************. I have spoken to ****** on 02-09-2023, ******* 02-01-2023, *******, ***** and others.
HID# **********
Thank you.Business Response
Date: 03/24/2023
March 22,
2023
****
********
Better
Business Bureau, Inc.
*****
********* Park Blvd
**********,
KY 40223
Case No.: ********
Entity Name: Humana Insurance Company
Requester Name: ******* ***** Sr.
Inquired About: ******* ***** Sr.
Humana Case No.: *************
Dear **** ********,
I am writing in response to the inquiry
you submitted to Humana on behalf of *******
***** Sr.
Enclosed is a copy of the
resolution letter sent to the ******* ***** Sr. Please feel free to
call me if you have any questions or concerns regarding this matter. I can be
reached at ***** ******** ext. *******.
Sincerely,
****** ****, Representative
Humana
Critical Inquiry Department
Enclosure: Resolution letterCustomer Answer
Date: 03/28/2023
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,
******* ***** Sr.Initial Complaint
Date:03/08/2023
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.
This complaint is being filed on behalf of an elderly customer who signed up for a Medicare Advantage Plan Dual Enrollment Medicare/Medicaid Humana Insurance coverage which took place January 1, 2023, and to date has not covered what was promised. An important doctor ordered stay at Huntsville Hospital 1-25-23 to 2-1-23 has not been approved by Humana, UAB doctors visits have not been approved, benefits such as life line, hearing aid, assistance after a hospital discharge, meals, transportation, blood sugar testing equipment, have not been given. Calls to Humana only result in more 800 numbers, many of which do not work. No case manager has been offered even though requested. This is elder abuse !! This is illegal.
The patient is Brice Dill, 6129 Winchester Rd, New Market, AL 35761. DOB 2/28/1941 Humana # H47384054 Documents can and will be provided.Business Response
Date: 03/24/2023
Complaint was emailed to Nate because we were unable to upload via the portal.Customer Answer
Date: 03/28/2023
Complaint: ********
I am rejecting this response because: It does not even address the issue of the complaint and also, as was pointed out in the complaint, simply gives multiple phone numbers to call -which in turn give more phone numbers without resolving anything. The insurance never provided a case manager to help the patient with the needed services even though one was requested multiple times by the insured. The barricade of the multiple phone numbers make it impossible for a person without a legal staff to navigate getting the promised services. And there were certainly no "self administered drugs" during this hospital stay !
Sincerely,
******** ********Initial Complaint
Date:02/16/2023
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 passed away on December 28,2022. We called All her insurance carriers and asked them not to debit her account anymore. A week and a half later Humana decided to take out $78.40 anyway. I called them the following week and asked that they put the money back. They said they would. 2 weeks later still no money, so I called again. I was told a check was in the mail and I should have it by Wednesday that week. It never came. I called again the next week. This time I was told they needed me to mail them something with my information on it and my signature. I did and also included a copy of her death certificate. That was on January 31st. Still nothing. I called again today and was at first told they sent the check to an old address she hasn’t lived at for 10 years. After letting them know that can’t be true because she’s been receiving mail from them at this address, they told me the check is in the mail again and to check back next month. I am really tired of dealing with this on top of my mothers death. Please help.Business Response
Date: 03/14/2023
Please see attached response.Initial Complaint
Date:02/06/2023
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.
Despite requesting three times to be removed from marketing mailings, I continue to get the marketing mail. I no longer want to be contacted by Humana in any way shape or form. The last mailing I got was in November and I was assured when I called then that I would not receive any further mailings. Imagine my surprise when I got one today in the mail. When I called the 877 number this evening the agent couldn't help me so connected me to customer service. The woman I spoke to was of no help and referred me to the post office to stop the mailings. When I tried to explain to her that this was not a post office issue it was a Humana issue and if she couldn't help me to let me know and I would go to the Better Business Bureau. She then told me she didn't appreciate my threatening her. REALLY??? Cease and desist with any future mailings.Business Response
Date: 02/13/2023
See attached response.Customer Answer
Date: 02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
***** *****Initial Complaint
Date:02/06/2023
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 called to ask why BNP blood test for heart failure are not coverage and why they are not covered. No one can say if they are covered or why notBusiness Response
Date: 02/16/2023
Please see attached responseInitial Complaint
Date:01/31/2023
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 ordered safety strips for stairs and tubs using my Humana $30 monthly allowance. The strips I ordered started to come loose from the tub after a week. I ordered 2 packs of these, thinking they had been improved because the first strips did the same after a week. I have the invoice and order number. The date ordered was 1-05-2023. This is a defective product. I thoroughly cleaned the tub before applying the strips. I am a low income ,disabled, 80 year old Air Force veteran so I have to watch every penny. I called Humana on 1-30-2023, 2:11 P.M., hoping to resolve this and get a refund/credit to my Humana monthly allowance. I was told nothing could be done. All I am asking is a refund/credit for all the strips I bought. I am happy with Humana, but disappointed about how they have handled this.Business Response
Date: 02/15/2023
responseCustomer Answer
Date: 02/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ****
Initial Complaint
Date:01/24/2023
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.
Hi,
On 1/23/23 I had to make three separate phone calls to customer service trying to find out benefit coverage for two tests. After 15-20 minutes each call I still don't have an answer from them. I should be able to contact you to confirm coverage. I tried calling the corporate office and that phone number routes me back to the custom service line. I then contacted sales or help connecting to a supervisor. After 10 minutes she said was was transferring to a customer service supervisor but the person I was transferred to was not a supervisor. So frustrated!! I would like a supervisor or corporate office to contact me. This is delaying the completion of these necessary tests.Business Response
Date: 02/03/2023
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 the ****** *********. Please feel free to
call me if you have any questions or concerns regarding this matter. I can be
reached at (**** ******** **** ********Initial Complaint
Date:01/18/2023
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.
1/17/23
HUMANA/****** ****** NEEDS TO SEND WRITTEN INFORMATION TO ********* ******** *********** BECAUSE I DO NOT OWE ****** ****** $27 FOR ANY DENTAL SERVICES OR DEDUCTIBLES FROM 9/2021. I PAID MY HUMANA MONTHLY PREMIUM AND MY YEARLY $25 HUMANA DENTAL DEDUCTIBLE IN 1/2021 WHEN I WAS SEEN AT ANOTHER DENTAL OFFICE OTHER THAN ****** ******. SO NO, I DID NOT HAVE TO PAY ****** ****** ANY 2021 $25 DEDUCTIBLE, AND ****** ****** HAD NO RIGHT TRYING TO HAVE ********* *********** 833-358-9900 TRY AND GET UP TO $27 FROM ME. NEITHER DOES ******** OFFICE CLERK ***** ****** ************ HAVE THE RIGHT TO WRONGLY GIVE MY PERSONAL INFORMATION TO ********* COLLECTION IN AN ATTEMPT TO FALSELY COLLECT A 9/2021 $27 DEDUCTIBLE FROM ME. AND ********* *********** CANNOT ILLEGALLY TRY AND REPORT NEGATIVELY TO THE CREDIT BUREAU ON MY BEHALF OR TRY AND COLLECT ANY MONEY FROM ME AT ALL. I NEED FOR ****** ****** DENTAL CLERK ****** TO MAIL TO MY ADDRESS AND TO ********* *********** & HUMANA DENTAL-STATING I DO NOT OWE ******** OR ANYONE NO $27 OR ANY MONEY PERIOD!!! PLEASE SEE HUMANA MANAGER ***** **** 2021 $30 REFUND CHECK INFORMATION ***** **** EMAILED ME IN 2021 BECAUSE AGAIN MY 2021 HUMANA DENTAL DEDUCTIBLE WAS ALREADY PAID FOR THE YEAR TO ANOTHER DENTIST OFFICE. AND AGAIN, I DO NOT OWE ****** ****** ANYTHING FOR FOR 2021 DENTAL SERVICES BECAUSE MY HUMANA DENTAL INSURANCE COVERED MY 2021 ******** OFFICE VISIT. ANY OTHER CHARGES IS FRAUD FROM ****** ****** ETC. I ALSO HAVE MORE 2021 PROOF EMAILS FROM HUMANA/***** PROVING MY 2021 $25 DEDUCTIBLE WAS PAID ETC.
CC: OIG, CFPB, AGAINST ********* ASSOCIATES, ****** ******, AND HUMANA DENTAL
---------- Forwarded message ---------
From: ***** ****
Date: Fri, Feb 5, 2021 at 8:17 AM
Subject: RE: $30 dental check refund
To: ******* ****** <*******[email protected]>
Good morning, Ms. ******. The check is being mailed to the following address:
****** ******
***** ****** Ct
********, IL 60430
Have a wonderful weekend.
***** **** -
Associate Director - Systems Development and Production Support
Group Business Operations |Humana
1100 Employers Blvd | Green Bay, WI 54344
T 920-337-3554
C 920-203-0541
F 920-632-9223
J****@humana.com
From: ******* ****** <*******[email protected]>
Sent: Thursday, February 04, 2021 5:36 PM
To: ***** ****
Cc: ******* ****** <*******[email protected]>
Subject: $30 dental check refund
2/4/21
***** can you tell me what address you mailed my $30 refund check to?
****** ******
**** **** ******* Ave unit G
Champaign, IL 61821
mailing address
***** ****** Ct
********, IL 60430
************Business Response
Date: 01/27/2023
Please see attached response.Customer Answer
Date: 02/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY] 2/9/23 HUMANA DENTAL ***** **** 920-337-3554 NEEDS TO CONTACT ****** ****** DENTAL IN PEORIA, IL ***** ************ BECAUSE I PAID A DEDUCTIBLE BALANCE OWED OF $27.74 ON 1/31/23 TO ****** ****** DENTAL-PAYMENT CONFIRMATION MUNBER *********. I HAVE NOT BEEN BACK TO ******** DENTAL IN 2022 OR 2023. NEITHER DID I EVER RECEIVE ANY DENTAL SERVICES FROM ******** DENTAL NOT COVERED IN MY HUMANA DENTAL PLAN. I ALSO NEED ******** DENTAL TO EMAIL AND MAIL TO MY ADDRESS ON FILE A RECEIPT FOR MY 1/31/23 PAYMENT. MY HUMANA DENTAL PLAN COVERS TWICE A YAER-A REGULAR TEETH CLEANING, EXAM, AND XRAYS. I NEVER GAVE VERBAL OR WRITTEN PERMISSION TO ****** ****** DENTAL: ACCEPTED, RECEIVED, ANY OTHER TYPE OF ORAL CANCER SCREENINGS, FLUORIDE, OR ANYTHING ELSE NOT COVERED BY MY IN-NETWORK HUMANA DENTAL PLAN. NEXT STEP ATTORNEY GENERAL OFFICE FILING.
Regards,
****** ******Business Response
Date: 02/10/2023
Please see attached response.
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