Complaints
This profile includes complaints for Humana Military Health Service's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 9 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:06/02/2025
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 Humana Military on May 6th at 1600 regarding a copay of $223 that ************ it is charging my wife, I was told that it was a mistake and the $146.03 would be sent to the hospital and I would be liable for the rest $77. So far nothing the hospital called me already four times and it is threatening me to put it into the collection. I called, I spoke on chat also with one of your reps and the hospital says that you guys are the one who has to get in touch with them. I attached my conversation to this message.
Also, my son it is was charged a copay of $38 and the rep said that I was not to be paid, went to the hospital and they said Humana is the one who has to get in touch with them.
I am here because I have been going around to get this solved, I did all the steps Humana required, and the hospital. So I would like to know how this can be solved?
Business Response
Date: 06/13/2025
See attached response.Customer Answer
Date: 06/16/2025
Complaint: ********
I would like to reject the response but because on their email they explicit said that they work with the *** guidelines I know that nothing will be done, they mentioned that they will get in touch with me, but as you can see on the initial complaint I started communication with them in may 28th, that being said they will not get in touch and they probably know that BBB will give only 7 days for any side of the party to answer and that keeps their rate high.
I would like to know if do you have any advise to have this matter solved ?
Thank you for everything.
Sincerely,
***** *****Initial Complaint
Date:05/21/2025
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.
In November of 2024 I submitted 6 claims for reimbursement from TRICARE for baby formula I purchased for my infant daughter who was prescribed it by her doctors. She was diagnosed with an allergy to dairy and soy they and cannot not drink normal baby formula.
Claim 1 was for formula purchased on 3/4/24, 3/18/24, 3/25/24 and 3/27/24 for a total of $649.48. Claim 2 was for dates 5/29/24 and 6/16/24 totaling $444.55. Claim 3 was for date s 8/21/24 and 8/25/24 totaling $292.98. Claim 4 was for dates 5/17/24, 6/1/24, 7/1/24 and 7/17/24 totaling $664.96. Claim 5 was for dates 8/1/24, 9/15/24, 10/21/24, 11/1/24 and 11/17/24 totaling $809.95. Claim 6 was for dates 4/18/24, 4/19/24, 6/3/24, 6/11/24 and 6/19/24 totaling $660.00.
Six months after submitting these claims - with all of the required documentation to include for each claim a ** **** ***** Doctor's notes and prescriptions and receipts for each transaction - none of these claims have been successfully processed. I have resubmitted these claims multiple times based on guidance I have received from TRICARE East claims department, to include resubmitting the claims by mail with requested info as well as having the doctors office submit the claims directly by fax. TRICARE says they never received any of these resubmissions, despite my having resubmitted them in strict accordance with the directions I received from TRICARE.
Every conversation I have had with TRICARE on this subject has shown their employees do not understand their own system, and I have had multiple occasions where one employee told me one thing and then the next employee told me the exact opposite. The current claims statuses I find in the Beneficiary Self-Service section of their site do not align to the claims I filed, and there is no paper trail anywhere of the actual status of my claims.
I can no longer deal with TRICARE's convoluted process and conflicting guidance, and have run into a dead end with their resolution process.Customer Answer
Date: 05/21/2025
Hello,
My Appointment for **** ******** as an Authorized Representative on my behalf is attached.
Business Response
Date: 05/28/2025
Humana Military has received your inquiry on behalf of a TRICARE beneficiary.
TRICARE is the healthcare entitlement program mandated by Congress to provide medical care for eligible beneficiaries. TRICARE is governed and monitored by the Department of Defense and has stringent guidelines for the management and administration of TRICARE to which Humana Military must adhere.
We appreciate the opportunity to assist you with this matter.
Customer Answer
Date: 05/31/2025
Complaint: ********
I am rejecting this response because: I have not been contacted by anyone from Humana or TRICARE about this claim. It has been 3 days since they said they would contact me, and I do not want to keep waiting for them to respond and risk this claim being automatically assumed settled at the 7 day mark.
Sincerely,
****** *****Initial Complaint
Date:10/28/2024
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 insurance complaint is directed against the Humana insurance Billing and Enrollment department.
Per document packet page 1, On January 15th, 2024, the Humana Billing and Enrollment department sent a letter that reads:
“We recently received your request to pay your TRICARE premiums monthly through an automated
deduction by Allotment from your Uniformed Services Retired pay, Electronic Funds Transfer from your checking or savings account, or a recurring Auto Charge using a credit/debit card. Unfortunately, we are unable to process your request for the following reason:
Acct paid through Loss of Eligibility.”
Per document packet page 2, Humana insurance payment’s history shows my October 3rd, 2024 payment of $2,812.44 dollars.
Per document packet pages 3-4, my Capital One bank statement shows my $2,812.44 payment to Humana insurance with TRR (Tricare Ready Reserve) insurance plan.
Per document packet page 5, the Human memorandum showing my Human plan effective date of October 3rd, 2024.
Per document packet page 6, the Humana memorandum is addressed to me and identifies me being a Humana / Tricare Ready Reserve insurance member.
I am requesting that Humana Military’s Billing and Enrollment section correct its record to have myself ****** ** ****, wife (****** ** ****, and daughter (********** ** ***) enrolled in the Ready Reserve insurance plan. In regards to my wife and daughter, note the Human memorandum, on document page 5, which shows myself, wife, and daughter covered under Humana / Tricare on October 3rd, 2024.
***** ** **** **** ** ****** *********** ********** ** **** **** ** ****** *********** ****** ** **** **** ** ****** ***********Business Response
Date: 11/11/2024
See attached response from the business.Initial Complaint
Date:08/23/2024
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.
I serve in the Vermont Air National Guard and was set to end my contract in March 2024. I re-enlisted in January 2024 to keep my benefits going, namely health-insurance. I called in May 2024 to inquire about additional coverage and was told my insurance had lapsed due to my base not updating my DEERs profile to show that I had not separated from the military. I got this resolved with the base, called back 2 months later to inquire about the status of my insurance only to be told my coverage lapsed due to non-payment. This non-payment seems to have been due to my incorrect contract date not being updated but there does not seem to be a clear answer regarding this and Humana/Tricare seems to ignore or forget about my call in May 2024.
I am told that due to non-payment, I am ineligible to receive military health insurance until March 2025, 7 months from now. They stated they sent me two letters via mail that I did not receive and that they sent me an email, which I have not received. I have received mail and email about my benefits and what they cover as well as other Humana/Tricare mailings but never received anything about payment issues for the account. The practice of offering military members insurance but locking them out for 12 months with NO way to appeal the arbitrary decision is so wild and unfair that I can't help but report this behavior. Even though I feel the decision is completely out of my hands, I still offered to make Humana/Tricare whole again which was met with a resounding rejection. My bill is $51 monthly, and when my Dental lapses for one reason or another, they pull it out of my base pay from the military. There were so many ways to avoid or fix this - including calling the phone number on my profile. All I want is for my insurance to be reinstated.Business Response
Date: 09/17/2024
Dear Sir/Madam:
Humana Military has received your inquiry on behalf of a TRICARE beneficiary.
TRICARE is the healthcare entitlement program mandated by Congress to provide medical care for eligible beneficiaries. TRICARE is governed and monitored by the Department of Defense and has stringent guidelines for the management and administration of TRICARE to which Humana Military must adhere.
In accordance with Department of Defense policy, we will be responding directly to the TRICARE beneficiary with our findings.
We appreciate the opportunity to assist you with this matter.
Sincerely,
***** ******
Humana Military
See attachment for original document
Customer Answer
Date: 09/18/2024
Complaint: ********
I am rejecting this response because:I have not received a response from Humana Military yet and their message to BBB appears to indicate that they will be reaching out to me to resolve and not work through the BBB. I will provide updates as/if I receive them.
Sincerely,
**** ******Initial Complaint
Date:05/29/2024
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 has failed to pay a claim for dentures. The plan provides up to $3000 coverage for initial dentures and they have not paid. Humana claims they need a narrative from the dentist stating they are initial dentures. The dentist has provided that information in writing and on the phone Mutiple times, yet Humana refuses to acknowledge they have received the information. I was present when the Dentist office called Humana and resubmitted the paperwork. Even went in person to a Humana office and didn't get any help. The phone line wait to resolve issues is quit long and then they fake a bad connection so they cannot hear you effectively.Business Response
Date: 07/02/2024
A response has been mailed to the member.Initial Complaint
Date:05/29/2024
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.
My family moved from the Tricare West Region to the Tricare East Region and since doing so have had multiple issues. It took over five months for my family to be seen for initial appointments by physicians due to Tricare's systems not being up to date. Now, for the last 6 months my wife has been dealing with severe medical concerns and her doctor has submitted multiple referrals only for them to be cancelled and Tricare agents to respond that they didn't see the referral or didn't get to it yet. This is absolutely unacceptable when dealing with peoples health. We are actively researching other insurance providers that actually care about the patients/customers.Business Response
Date: 07/08/2024
Humana Military has received your inquiry on behalf of a TRICARE beneficiary.
TRICARE is the healthcare entitlement program mandated by Congress to provide medical care for eligible beneficiaries. TRICARE is governed and monitored by the Department of Defense and has stringent guidelines for the management and administration of TRICARE to which Humana Military must adhere.
In accordance with Department of Defense policy, we will be responding to the TRICARE beneficiary with our findings.
We appreciate the opportunity to assist you with this matter.
Sincerely,
Humana Military
See attachment.
Initial Complaint
Date:05/02/2024
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.
THEY DO NOT HONOR THE MILITARY, BECAUSE THEY MISTREAT THE DEPENDENTS, SPECIALLY IF THE DO NOT SPEAK ENGLISH. EVENTHOUGH I HAD A POWER ATTORNEY ON HER WILLAND WITH MEDICARE HERSELF, THEY DID NOT WANT ME TO SPEAK ON BEHALF OF MY WIFE, UNLESS SHE GIVE VERBAL CONSENT, REGARDLESS IF SHE SPEAK OR UNDERSTAND ENGLISH HERSELF.I DID SEND LIKE 4 TIMES THE VERBAL CONSENT FORM AND THE LAST ONE TIME THROUGH MY AGENT. ARE THEY THAT UNPROFESSIONAL, THAT CAN EVEN FILE PROPERLY A PIECE OF PAPER? IF THEY DO NOT FIX THE ISSUE , NEXT YEAR I GO BACK TO MEDICARE STRAIGHT OR SOONER, BESIDES REPORTING THEM TO THE IG OR THE BASE, SO THEY DO NOT ACCESS THE BASE WHAT SO VER AND SO THEY DO NOT MANAGE TRICARE FOR LIFE OR TRICARE IN GENERAL, AND THAT IS A PROMISE. THE SUPERVISOR THAT I SPOKE TO TODAY, TOLD ME, THAT CONSENT WAS NOT ON FILE AND WAS SEND LIKE 4 TIMES MONTHS AGO.Business Response
Date: 07/08/2024
Dear Sir/Madam:Humana Military has received your inquiry on behalf of a TRICARE beneficiary.
Please be advised TRICARE benefits are provided under TRICARE, the healthcare program of the United States Department of Defense (DoD).
The Defense Enrollment Eligibility Reporting System reflects the beneficiary is dual-eligible for benefits administered by Medicare and TRICARE. For your reference, Wisconsin Physicians Service (WPS) is the health services provider for dual-eligible beneficiaries under the TMEP contract. As the contractor for the TRICARE East Region, Humana Military does not have the authority to research and respond to this inquiry.
We have forwarded your inquiry to the congressional department at WPS/ TRICARE Medicare Eligible Program for research and response. Should have any questions, you may contact WPS/ TRICARE Medicare Eligible Program:WPS/TRICARE Medicare Eligible Program Priority Correspondence
** *** ****
******** ** *****
****** *************
**** ***** ********
We appreciate the opportunity to assist you with this matter.Sincerely,
Humana Military
See Attachment for original document.
Initial Complaint
Date:04/01/2024
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.
Reference Claim #**** *** *** ***** Humana has induced lengthy delays (10 months) in payment of telemedicine care with no resolution in sight. After months of waiting on agreed timelines and after numerous phone calls/online chats, the claim has not been paid and timelines not met. Currently I am on the third iteration of the latest problem (claim processed, payment adjustments made, waiting on check to be written only to discover a month later that nothing was done) and I have zero expectation that Humana will make payment this time. If you ever deal with Humana Military you will experience the arbitrary 15 and 30 day timeframes that they will not meet. I do not believe that Humana is acting in good faith and that the endless delays are intended so that the customer gives up. The number of mistakes that Humana has made during the processing of my claim cannot be coincidental, it is intentional. The claims agents, their supervisors, and the escalation team never consult their lengthy case notes which requires the customer to begin again at square one with every level you speak with. Ultimately the case notes are disregarded and Humana makes the same mistake again that you just called about. Humana Customer Service has placed me in an endless do loop of phone calls, promises of progress, and finally inaction on their part. This is systematic and intentional. designed to wear the customer down. As a customer, you cannot speak with decision makers, just their underlings that have no authority. Their web site does not have a method of filing a complaint.Business Response
Date: 05/03/2024
Please see attached response.Initial Complaint
Date:03/25/2024
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.
Three of our providers have been trying for months to get certified. One (***** ******* **********, in-network) has given up and thankfully just refunded me the money and is writing it off. Their address in the ******* system has an issue of some type and after repeated calls and several people, no one knew how to correct. The second is ******* ******* ** (non-network). His FL license number is not being accepted on the Provider Certification site. His practice manager has spent hours and several calls over several months but no one is able to work through the technical site issue. My daughter requires this psychiatrist's expertise in juvenile bipolar disorder because she's very hard to stabilize. We can't get any reimbursement for any charges from Jan 2023 until now. The third is **** ******* (non-network) who received a certification letter but is still not in the system. He has also spent hours working through this and still he doesn't show up and nothing has been covered. Please help. I can't talk to the Provider line, and the providers cannot spend hours on end with absolutely no progress or resolution. Please help.Business Response
Date: 04/24/2024
See attached response from the business.Customer Answer
Date: 04/28/2024
Complaint: ********
I am rejecting this response because:
The 7 day period for response will likely lapse before ** ******* is certified. He still is not as of now.
Sincerely,
***** *********Initial Complaint
Date:03/11/2024
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.
I received a letter from Humana about a month ago that they were reviewing some claims from last year that were being reviewed. The letter clearly stated there was no action required on my part. Fast forward to 1 MAR when I attempt to use my prescription benefit. After hours on the phone I learned I was disenrolled for non payment of monthly fees. This was dishonest and disingenuous. The claims that I was told I did not have to respond to were reversed and therefore I did not meet my cap as early and that is what pushed me into arrears. The issue was I was instantly disenrolled with no notification and no notification to pay. Also my miliary retiree pay is still making payments for the current year. I was pressured into immediately paying all those months even though I was paid up for current calendar year months. So Humana has stolen money from me and very rudely cancelled my coverage even though I did nothing wrong and their action caused this. They blamed it on me on the phone and were intensely rude. I want my money returned, I want an apology and I want pain and suffering for what I endured from them with this fight for coverage.Business Response
Date: 05/03/2024
See attached response from the business.Business Response
Date: 05/03/2024
See attached response from business.Customer Answer
Date: 05/05/2024
Complaint: ********
I am rejecting this response because: The company representative called me to discuss. They promised to provide me the particular adjusted claim numbers and reasoning that caused the premiums to be reset. As of 5MAY I have not received that correspondence. They also promised to refund overpaid premiums that were demanded to restart the account. I have yet to received those funds. In summary they have promised a lot and delivered nothing.
Sincerely,
***** *********
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