Complaints
This profile includes complaints for Humana, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 298 total complaints in the last 3 years.
- 115 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:08/06/2024
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.
On 7/28/2024 I received a message from ****** ******** informing me that they were sending in a refill request for my prescription Amlodipine 10mg. I had previously told them not to do this because I moved 300 miles north to Sacramento and now have a new doctor. They still charged my Humana insurance anyway even though the order was never filled.
On 7/31/2024, I reached out to Humana customer service to file a dispute on this issue because my new doctor was set to issue me new prescriptions on August 5, 2024, and I did not want to be denied my prescription because of ****** already charging Humana for the cancelled order. The representative called ****** ******** and had me on a 3-way call. I was told that everything would be fine and that the charge would disappear.
On August 5, 2024 my doctor sent in my new prescriptions to the *** pharmacy near my home. To no surprise, my amlodipine was listed as being filled too soon, so it was not covered. I had to use ****** **** coupon and pay out of pocket $22.67 to fill my prescription when it shouldn’t have costed me anything. On the same day I spoke with Humana for a second time explaining this issue. I was basically told that there is no way to dispute a pharmacy charge and that it’s up to ****** ******** to reverse the charge. This is unacceptable. I need to be reimbursed the $22.67 I spent to fill the Amlodipine 10mg **.
My Humana ID number is *********
Business Response
Date: 08/16/2024
Please see attached a response was also mailed to the member.Customer Answer
Date: 08/16/2024
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:08/05/2024
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.
On my phone call log on 8/5/2024, I have 28 phone calls from Humana **************. This is just on 8/5/2024. This is beyond excessive and harassment. Additionally, these calls are unwanted. Even though I am a Humana insurance holder, this is not an excuse to abuse the power they think they have. I DEMAND that Humana remove my phone number from their file IMMEDIATELY. The only reply that I will accept in this matter is that they have removed that and will provide proof to my email. IN THE FUTURE, HUMANA IS TO ONLY EMAIL ME AND ONLY WITH INFORMATION THAT PERTAINS DIRECTLY TO ME AND MY POLICY.Business Response
Date: 09/12/2024
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,Initial Complaint
Date:07/31/2024
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.
On various dates I have contacted Humana regarding my name that is incorrect on my records. My name appears incorrect on documents and reports and shows incorrect online. I have complained three times about it but nothing was done. Upon the third complaint via phone, they were able to change my Human Card to read correctly. However, all other information still appears wrong. I called again about the problem but the person helping me said it will not allow here to change the name. She said she was sending in a report on it. It still appears wrong after four phone calls. I have checked with Medicare and Social Security and they both have my name correct. I filed an online grievance with Humana but have not heard back. I am at loss as to why this cannot be taken care of. It looks like I may have to change insurance carriers to get it fixed. If there is anything you can do to get this corrected, I would really appreciate it.Business Response
Date: 08/28/2024
attached is our response to the complaint.Customer Answer
Date: 08/29/2024
Complaint: ********
I am rejecting this response because:The response
from Humana is just a form type response. I have been getting letters from
Humana like this, I think three. All it
does is to describe what I said in my grievance. However, they do not say it has been fixed. To
make it clear, My Humana card has been updated to show my correct name as I
stated before. However, The Smart Summary reports I still get through the mail
and online, still reflects a middle initial of “F”. I have spoken with reps
from Humana and they said they have tried to correct it but the system does not
allow this for some reason. They then submit a grievance, I think. Why can’t
someone at Humana remove the middle initial? It does not seem to be a challenging
job. All I get is letter from Humana stating what I am complaining about. What
kind of organization is Humana running there? It smacks of incompetence. This
has been going on for months now. This response is not accepted.
Sincerely,
**** *********Business Response
Date: 09/03/2024
Response sent to memberInitial Complaint
Date:07/29/2024
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 am requesting a paper copy of the 2024 claims forwarded to Humana for *** ******* *** ****** ** ****** ** and echocardiogram.
Please mail to **** ******** ****** ********* ** ******Business Response
Date: 09/25/2024
See attached response from the Company.Customer Answer
Date: 09/27/2024
Complaint: ********
I am rejecting this response because:Thank you for forwarding Humana's response.
The Humana Evidence of Coverage for my plan ( page 65 ) lists 5 different copay amounts depending on the location where the service was provided.
I believe that the provider submitted incorrect information as to location of service for echocardiogram, Humana claim # ***************, service date 05/17/2024 when the claim was submitted.
The Humana response which you forwarded includes claims receipts for office visits with Doctors ******* and ****** and the echocardiogram. All of these services were performed at 4228 Houma Blvd, Metairie, LA 70006 which is an office building.
I contacted Humana customer service on September 10, 2024 and spoke with a supervisor named ******* and she connected ******, a staff person in Doctor ******'s office to the call.
****** confirmed that she is located at 4228 Houma Blvd., that
it is an office building, and that all services were provided at that location.
******* noted all of the information provided by ****** in the Humana file.
I am requesting that Humana mail to me a paper copy of the echocardiogram claim that was submitted by the provider.
Thank you for your kind cooperation in this matter.
Sincerely,
****** ********Business Response
Date: 09/30/2024
A response has been mailed to the member.Initial Complaint
Date:07/29/2024
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 Gold Plus (HMO) patient with ********** pharmacy coverage. Patients are given $75 a quarter to purchase OTC medications BUT ********** sells "weird" products from unheard of companies. Have tried contacting ********** on several occasions but no one can assist me in switching my credits to the Visa card I've received from Humana Spending Account. Cannot contact anyone who can/will assist me.Business Response
Date: 08/21/2024
please see attached.Customer Answer
Date: 08/22/2024
Complaint: ********
I am rejecting this response because: Humana "insists" that I utilize my $75 OTC credit at ********** pharmacy WHICH HUMANA OWNS! Their OTC products are generally substandard and I cannot find out the country of origin for vitamins. I will either change to another Humana plan that will allow me to spend the OTC credit at either ********** ************************** or I will change my coverage to another Medicare plan.
Sincerely,
******** *******Business Response
Date: 08/30/2024
Please see attached. A response letter was also mailed to the member.Customer Answer
Date: 08/30/2024
Complaint: ********
I am rejecting this response because: AGAIN, HUMANA INSISTS THAT I SPEND MY OTC ALLOWANCE ON SECOND-RATE GOODS FROM "THEIR OWN" COMPANY -- **********.
Sincerely,
******** *******Initial Complaint
Date:07/29/2024
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 been having ongoing problems with Center Well Pharmacy. I ordered some products, which were paid for with my Humana insurance on July 10, 2024. I called them today on July 27. They did not yet fill my order. I am unable to go online to their site to check on my items. I was blocked from using their site. They indicate they will send a code to prove my identity, but it is never emailed to me. When I speak to someone at this pharmacy, they interrupt me and act like I am disturbing them with my phone call. I would like to know when I will receive my order? Why didn't they put my order in on time? I have attached my order below.Business Response
Date: 09/11/2024
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,Initial Complaint
Date:07/15/2024
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 keep getting many excuses from Humana why payment for my colonscopy is being denied. My doctor issued a referral to have a colonscopy because colon cancer runs in my family. Around the last week in April I received a notice that payment for my colonscopy was denied because Humana did not received a referral from my personal doctor. On May 7 I received another letter telling me that Humana received the referral but the the service performed did not match what was approved. I called Humana and spoke to the representative ****. I was told the codes were wrong, she called ********* ******* ********** to get the correct codes. Arouind June 10, I get another letter Humana will not pay because they have not received the correct documents. I called Humana and talked to Lisa. She told me not to worry that she would investagate. She told me that Humana would pay for the colonscopy. On July 12 I received a letter from Humana that they denied payment because they did not receive a referral from my personal doctor. I have a May 7 letter from Humana that they did receive a referral. WHAT A HORRIBLE INSURANCE COMPANY. The doctor and ********* ******* ********** ARE IN THE HUMANA NETWORK. Before I had the procedure done, I called Humana and was told the doctor and ********* ******* ********** are in network and approved for me to have the procedure done. Two of thepolyps removed were pre cancer.Business Response
Date: 07/19/2024
Attached is our response to the complaintCustomer Answer
Date: 07/23/2024
Complaint: ********
I am rejecting this response because:Humana did nothing to resolve my complaint. Humana approved the doctor, Humana approved the procedure to be done but they refuse to pay. Let it be known to all the people who read my complaint that what Humana advertises on television is not what you get. Any procedure you will have to fight tooth and nail for them to pay. THIS IS THE WORST INSURANCE COMPANY I HAVE EVER HAD.
Sincerely,
Maurice CarterBusiness Response
Date: 07/25/2024
A response has been mailed to the member.Initial Complaint
Date:06/11/2024
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.
My husband received a letter dated April 26,2024 that there was a NOTICE OF PRIVACY INCIDENT on his account with Humana, his health insurance medicare provider. He was locked out of his on line account since Dec and no one would tell us why. I called numerous times and was told someone would call us back and never did. I sent emails to the Board of Directors of Humana. A man **** ******* ** ************ has been assigned to this but doesn't seem to be going anywhere.
My husband identy was compromised for 4 1/2 months without us knowing anything about it. His information could be in anyone's hands and put us at risk for fraud. We did freeze our ss#'s and put fraud on our accounts with ss.
I called AARP but was told they only deal with issues with united health care.
I find it very hard to beleive that Humana and no one else is going to have to answer to anyone for delaying such a security issue for us.
Maybe you can or will do something.Business Response
Date: 06/21/2024
A response has been mailed to the member.Initial Complaint
Date:06/11/2024
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.
My doctor ordered some heart meds two weeks ago. All of a sudden I get e-mail saying order is on hold because of outstanding balance. I have never received a bill for this order just a price on my app they demand I pay. They have done this before but I would call and they would realize the order but not this time. I need these meds and hope you can helpBusiness Response
Date: 07/02/2024
See attached response from the company.Initial Complaint
Date:06/11/2024
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.
On April 14th 2024 I was informed that ******* ****** was showing up as my primary insurance. I do not have ******* ******. that was insurance though my ex husband. We have been divorced for over 6 years and I didn't have insurance with him even before that. I called the insurance company and they told me they would file something for it to be fixed. According to the supervisor I just spoke with they were able to confirm that I do not have ******* ****** on April 22nd. It is still showing on my insurance today, 6/10/24. I was denied being seen by a new foot doctor because of it. I am diabetic and need surgery on my foot to fix a bone that is growing through the top of my foot.Business Response
Date: 07/08/2024
The response was sent directly to the member.
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