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.
- 113 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:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have Humana health insurance. Member ID ********* *** ********** ****** ****** ** ******* **** *** **** ***** *** **** ***** ** ***** My contract provides for $1,000 of out of network hearing aids. I am attempting to use the benefit. I have contacted Humana twice without success. I have been to *** pharmacy at 2 locations in two states. Humana says I need to give my insurance card to the pharmacist and have them run my id card for a prescription to get the benefit Both pharmacists say it is against the law to run a non prescription through their system for an over the counter benefit. I do not want to use the in network provider. They have ridiculous prices and inferior products for the money.
What I am looking for is a way to use the benefit I am entitled to. The Humana representative has stated I can not buy them online at *******. I also can not buy them and get reimbursed. At this point I have hours invested in trying to use the benefit I am entitled to. I need to know how to get the hearing aids. Better hearing aids are available at many retail locations such as ******. There needs to be a way to make the purchase.
Business Response
Date: 11/13/2024
Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
Thank you,Customer Answer
Date: 11/13/2024
Complaint: ********
I am rejecting this response because: I have already signed a release for giving **** ******** of the Better Business Bureau permission to represent me. That was weeks ago. I am aware that Humana is removing over the counter hearing aids as a benefit with the start of the new years plan. There should be plenty of time for you to process this request and pay my claim.I am forwarding this new form to **** to represent me so he can review it and sign as necessary.
Sincerely,
****** ******Business Response
Date: 11/14/2024
Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
Thank you,Customer Answer
Date: 11/14/2024
Complaint: ********
I am rejecting this response because:I have attempted to file a grievance in the past. I just called in, and did it again, and got the same result as my previous attempt. I start in member services and where they transfer me to the grievance department. They ask a bunch of questions, like they don't understand what I'm saying, and then they say hearing aids are handled by ******* **** **** I reply no, I've already done that and they are only the network provider and I want out of network hearing aids, which my plan covers until 12/31/2024. Both times the representative said let me put you on hold and then transferred me to ******* *** anyway. Each time the representative for ******* **** *** was very nice and said "I know they do that and I wish they wouldn't, but I can't help you. I must transfer you to member services. Maybe this time be more stern in insisting they make the grievance report." And around and around I go.
As a side note, If you only got one page of the authorization form we originally sent in, would it have been out of the question to reply and say so instead of making me follow up weeks later? Do you have both pages now?
Under the circumstances, does filing for a grievance in writing need to be done? The paperwork says it can take up to 45 days to get a reply. Add mail time and you will have succeeded in me running out of time to collect my benefit. Can't you just tell me how to get reimbursed for the coverage you provide for out of network hearing aids?
Thank you in advance for your swift reply.
Sincerely,
****** ******Customer Answer
Date: 11/15/2024
Complaint: ********
I am rejecting this response because:I have attempted to file a grievance in the past. I just called in, and did it again, and got the same result as my previous attempt. I start in member services and where they transfer me to the grievance department. They ask a bunch of questions, like they don't understand what I'm saying, and then they say hearing aids are handled by ******* **** **** I reply no, I've already done that and they are only the network provider and I want out of network hearing aids, which my plan covers until 12/31/2024. Both times the representative said let me put you on hold and then transferred me to ******* *** anyway. Each time the representative for ******* **** *** was very nice and said "I know they do that and I wish they wouldn't, but I can't help you. I must transfer you to member services. Maybe this time be more stern in insisting they make the grievance report." And around and around I go.
As a side note, If you only got one page of the authorization form we originally sent in, would it have been out of the question to reply and say so instead of making me follow up weeks later? Do you have both pages now?
Under the circumstances, does filing for a grievance in writing need to be done? The paperwork says it can take up to 45 days to get a reply. Add mail time and you will have succeeded in me running out of time to collect my benefit. Can't you just tell me how to get reimbursed for the coverage you provide for out of network hearing aids?
Thank you in advance for your swift reply.
Sincerely,
****** ******Business Response
Date: 11/19/2024
Hello. The final response for the above mentioned case is complete and attached for your review. In addition, the second page of the AOR was submitted to Humana for review on the previous follow up complaint from the BBB. You can give me a call should you have any questions.Customer Answer
Date: 11/22/2024
Complaint: ********
I am rejecting this response because:I have attached a written grievance for your review. I mailed it this morning.
Please consider expediting the process.
Sincerely,
****** ******Customer Answer
Date: 11/22/2024
Complaint: ********
I am rejecting this response because: I have attached a written grievance for your review. I mailed it this morning.Please consider expediting the process.
Sincerely,
****** ******Business Response
Date: 11/25/2024
Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
Thank you,Customer Answer
Date: 11/27/2024
Complaint: ********
I am unable to mark that I am satisfied with the resolution until the representative from Humana provides my a response by December 14, 2024.
Sincerely,
****** ******Initial Complaint
Date:09/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have $2,500.00 coverage on my dental plan with Humana. I needed a ***** *** ***** ****** ***** They assured me that I was covered by my plan for the first $2,500.00. They only paid $1,250.00 on a bill that was $2,586.50. I have paid the dentist $100.00 to cover the overcost. Humana has continued to ask for information such as ***** and other forms, which the dentist has sent to them several times. They are delaying with the hope that I will give up and pay the difference. A woman, ****** from ***** ***** called and asked how Humana was treating me since her company initially contacted me about signing up with Humana. She contacted Humana and was initially told they would cover the bill. We called them a week later, and they said they would pay nothing further. They also, for no apparent reason, voided the first six charges totaling $470.50. These charges were for fillings and *****.
There is no reason for Humana not to cover the bill. When I first called, they gave me reference number ************* and said the bill would be paid. When I called them a week later, they could not find the original reference number and gave me a new one: *************
When ***** **** ****** ************ *** ***** called with me, they could not find the first reference number, found the second and then magically found the first one.
***** is also at a loss as to why they will not cover the remaining amount.
Humana needs to pay what they promised.Business Response
Date: 10/02/2024
A response has been mailed to the member.Customer Answer
Date: 10/09/2024
Complaint: ********
I am rejecting this response because: it will take from 30 to 60 days to get this resolved through them. This will close the window I have with the BBB. I want to keep this claim open until they give me their response. I am also not happy with the fact the person who I have a complaint against saying they will investigate and come up with a solution. We have talked with them several times concerning this issue and have been told the same thing. I don't expect they will change their minds.
Sincerely,
******* *****Business Response
Date: 10/10/2024
A response has been mailed to the member.Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Humana Dental Claims Team,
I hope this message finds you well. I am writing to formally request an expedited review of my dental claim related to my treatment with *** ******* ********** ***. I have been waiting an extended period for resolution, and this delay is significantly impacting my ongoing care at **** ******.
The dental office has submitted all necessary documentation to Humana, yet the claim remains unresolved. The prolonged waiting period is causing concerns regarding my treatment plan, and I urgently need clarity on this matter to proceed with my care.
I kindly ask that you prioritize the review of my claim to ensure my dental needs are addressed promptly. If there are any additional details or documentation required from my end, please let me know, and I will provide them immediately.
Thank you for your attention to this urgent matter. I look forward to your prompt response.
Sincerely,
******* ********* - Member Number ************Business Response
Date: 10/04/2024
Response has been sent to the member.Customer Answer
Date: 10/05/2024
Complaint: ********
I am rejecting this response because: Humana has not answered my issue. The claim is still processing and which someone from Humana Dental to contact me to discuss the matter. This issue is getting beyond lengthy in time, and is not right to treat senior citizens this way. I have no reason to file an appeal as again the claim is still "pending".
Sincerely,
******* *********Business Response
Date: 10/10/2024
Hello. The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
Thank youInitial Complaint
Date:09/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited ****** ****** on July 26, 2024, and received a deep cleaning. I was informed by ****** ****** staff that my Humana Dental Insurance would pay for the deep cleaning. ****** ****** staff stated that they had contacted Humana and was given information that the deep cleaning was cover under my insurance. It appears that Humana customer service staff gave ****** ****** false information regarding the deep cleaning being covered under my Humana Dental Plan. I should not have pay $800.99 for miscommunication on the part of either Humana or ****** ******.Business Response
Date: 10/14/2024
See attached response from the business.Customer Answer
Date: 10/14/2024
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 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:09/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached documentBusiness Response
Date: 10/14/2024
See attached response from the business.Business Response
Date: 10/15/2024
Humana®
** *** *****
***** *** ** ********** ******* *** ******** ********
Better Business Bureau, Inc. ***** ********* **** **** ********** ** *****
*
Case No.: Entity Name:
Requester Name: Inquired About: Humana Case No.:
********
****** ********* ******* ****** ******
****** ****** *** **** ****** *************
*
*Dear *** *********
I am writing in response to the inquiry you submitted to Humana on behalf of ****** ******.
In reviewing the complaint information, we have noted that there is no signed Appointment of Representation (AOR} form enclosed that would authorize us to communicate directly with you or *** ****** regarding **** ******. In order to comply with the Privacy Standards as defined in the Health Insurance Portability and Accountability Act (HIPAA}, we are sending the response regarding **** ******** claim directly to her.
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. You can reach me at ************* **** ******** Additionally, you may email me at *********************************
Sincerely,
* *** ** ************** ****** ******** ******* **********
(Enclosure)
Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached documentBusiness Response
Date: 10/01/2024
A response has been mailed to the member.Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Humana Dental is stating that *** ****** *** was not "in network" when i received services in their office. However, the office staff contacted Humana dental prior to my appointment and they were told *** ****** *** was indeed "in network". Humana Dental paid the claims for my services but now they are asking for the payments back from *** ****** *** and I will ended getting billed for these services. This is clearly an error on Humana dental's part and I am requesting resolution of this matter. This is unacceptable. Thank you.Business Response
Date: 10/14/2024
A response to the member was mailed on 10/4/24Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Humana dental is stating that *** ****** *** was not "in network" when I received services in their office. However, the office staff contacted Humana Dental prior to my appointment and they were told *** ****** *** was indeed "in network". Humana dental paid the claims for my services but now they are asking for the payments back from *** ****** *** and I will ended getting billed for these services. This is clearly an error on Humana Dental's part and I am requesting resolution of this matter. This is unacceptable. Thank you.Business Response
Date: 09/19/2024
A response has been mailed to the member.Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received services in their office. However, the office staff contacted Humana dental prior to my appointment and they were told *** ****** *** was indeed "in network." Humana Dental paid the claims for my services but now they are asking for the payments back from *** ****** *** and I will ended getting billed for these services. This is clearly an error on Humana dental's part and I am requesting resolution of this matter. This is unacceptable. Thank you.Business Response
Date: 09/18/2024
A copy of the response was mailed to the complaintInitial Complaint
Date:08/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was told by Humana and received a letter that my giveback was all straightened out and I would not have any more problems. I have been on hold in the last eight months for many hour's talking to eHealth, Humana, Social Security and ********. Things are still not straightened out, I keep getting the run around every place I contact!Business Response
Date: 08/29/2024
A response has been mailed to the member.Customer Answer
Date: 09/03/2024
Complaint: ********
I am rejecting this response because:
This is the same letter I received before I filed this complaint several times. I am owed over $550 giveback from Humana. I was told by Humana Agent that I would be getting $164.90 giveback every month instead of $100.00 giveback. I have spent hours on the phone with Humana, ******** and Social Security. All I have learned is Social Security and ******** that they have this same problem with Humana all the time?? I will also file a complaint with Comsumer Right and I will not drop this complaint. Also in December I will go with a different Healthcare Provider. Thank you
Sincerely,
****** ******Business Response
Date: 09/06/2024
The final response for the above mentioned case is complete and attached for your review. You can give me a call should you have any questions.
Thank you,Customer Answer
Date: 09/10/2024
Complaint: ********
I am rejecting this response because:
Same old response, just a different day!!
Sincerely,
****** ******
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