Humana
reviews and complaints

3/31/2021 Why is it you are stealing from me $25? I had a balance in my OTC account for the first quarter? Why is it that earlier today I had a $25 balance and had put some items in my cart but because I had to leave and logged out only to come back tonight to place the order and the $25 is gone and my cart was empty. Why? READ THIS! IT IS NOT ARPIL YET! What did you do with my balance that I was to use right now? You put the next quarter balance in there of $75 and it is NOT April yet! So, YES, I am using capital letters! I am so mad I could spit nails and have been on the phone an hour tonight with incompetent service people that I could not even understand and sure did Not understand my problem at all. Your people were and have not been nice to me. First stealing my $25 balance today. Then they have no clue of understanding anything and just talk in circles because they are not even trained of how to help. Who do I need to contact to get real help here? Would this be a web site issue or what? I am under the impression that we loose the balance left at the end of the quarter. However, it still is not April yet. So, where is my balance and you will put it back for me to place this order even though it will be the first of April in the morning or I will start looking for another provider. My name is Kyle Casey and my Humana # is [protected]. Fix it now! My stuff better still be in the cart this time also.

In order for me to see my PCP it is required that the name be seen on the ID card. Since January I have made over 6 calls requesting an ID card with the PCP's name. I have been told each time that an ID card would be mailed to me providing the PCP's name. I have never received it although I was always informed it would be taken care of.

ID # H76872790

I paid full price for a prescription that was supposed to be covered by humana, sept. 30, 2020. My doctor sent a request for coverage to humana and they sent me a letter stating that the claim for the prescription would be covered. They also sent me a letter stating that the claim was approved. I called humana and asked for a refund, and they said I needed to file a claim for refund with the original receipt. They sent me a form to fill out, which I did and sent with the original receipt. That was october 2020. Since then, I have made at least 8 calls to humana, most in excess of one hour and on three of the calls the rep. Hung up on me. Well, today is march 18, 2021, and I am no closer to getting my refund than I was 6 months ago. Today I spent one hour thirty-one minutes and fifty-five seconds on the phone. Their policy is to keep the customer on the phone as long as possible, so they get frustrated and hang up or... Hang up on the customer. Humana has no customer service and will not help you! Look elsewhere for insurance.

I recently called Humana to try to find out the status of a claim which I had filed. This was for services which I had paid for myself, but for which the provider did not do direct billing to Humana.

I was on the phone for 1 and 1/2 hours trying to resolve this. I spoke to three different agents, none of whom seemed to be well-trained or knowledgable. I was disconnected twice, put on hold innumerable times, and had two bad phone connections with feedback of my own voice. One agent spoke as though he had a mouth full of mush. I could not understand him and kept asking him to speak up. He was to call me back immediately after we cut our call short due to a bad connection. When about 10 minutes had passed without a call I phoned in again asking for a supervisor. I might add that, with the exception of the supervisor, not one person whom I spoke to was even able to locate my submitted claim information.

The supervisor whom I finally spoke with was very helpful and within another 10 minutes I had my answer. Unfortunately, this kind of poor customer service has been the norm rather than the exception each and very time I have had to call Humana. Agents always seem confused, unsure and inadequately trained.

Humana needs to do something about this NOW. For those of us dealing with matters of health, we do not need the stress of poor health insurance communications to add to our situation. Humana should do everything within its power to rectify this situation. I am seriously thinking of changing health insurance carriers because of this continuing problem.

Melinda Elkins
Asheville, North Carolina

I was on a call for about 59 min, the rep put me on hold the entire time, when I asked to speak to a supervisor. She refused to transfer me. It wasn't until the I stated that I would be filing a complaint, she attempted to transfer me. Then came back 10 min after and stated that they would have to call me back. I called regarding a claim status, she stated that because the plan was terminated that she couldn't give me a status on a claim that was done prior to the term date. She was not knowledgeable and had no clue how to perform her job.
Rep: Joan
Supervisor: Ken
Ref# [protected]

The nurse accidentally sent Chantix order in Humana filled charged $217. I am on SSDI lost my husband 10 months ago. I called as soon as I received an email they were filling my order was told sorry it was mailed. Told them I can't make it for the month I can't afford it. Needed to send back got approved been waiting for a return label since Jan 11. In the meantime, one of your employees decided to go in and wipe out all my prescriptions. I called several times a day several employees gave me one excuse after another but no one could help me. Was told by the deductible is $145 I received a letter in December showing my deductible would be $92 I am a low-income asst. They could not help me with that. I broke down crying kept calling back hoping i would get someone who cared and would maybe enjoy working at Humana someone that would say let me help you. I finally got a wonderful young lady in the specialty pharmacy dept, her name Azia took her time went through the records found the problem made a few phone calls and hopefully my prescriptions will be back on my records. Also explained why my repatha was $141 instead of $70 it was for two refills. She could not tell me what my deductible was with the information in front of her. She found the right department said it would take two days to put my prescription back into my records. In the meantime, i am still waiting on a return label 9 days later. I know someone within the company went in and removed my prescriptions. One lady told me it was because it was the first of the year and humana starts over really. Been with Humana a long time never do they erase your records and start over. So now here i am boring money to make it till the end of the month. I cant take Chantix or afford it tried it 5 years ago got ill but i did get it for free. Please i just need a return label i will call them again today. Most likely i will transfer to Walmart i cant go through this again. Have heart and breathing health issues what i have gone through in the last week is unbelievable. Send return label please

All of my prescriptions are on auto refill I keep getting letters they are unable to get in touch with me to confirm mailing of prescriptions. I have called twice and all of my contact info is confirmed and they have no idea why this is happening. THIS MUST BE FIXED NOW.

I joined Humana and signed up for a PPO plan which does not have Part 'D' drug coverage. The plan does state that it has a $100 monthly OTC benefit. When I went online to order OTC supplies, The website sent me to the Humana Pharmacy, I clicked for the OTC benefits page and was told that I had $100 available and placed an order. I received a confirmation email listing an order #, date of order and a list of items ordered.
When I went back to the site to find out the status of my order, the site stated that I didn't have an active order with them. I contacted customer support to find out what was going on and was told that since the plan I have does not include drug benefits, I could not order OTC supplies from them.
I consider this to be false advertising and intend on filing a complaint which my state insurance board and medicare.gov.

Have called customer service 7 times, gotten 7 different referrals for dentists in my area, not one has been able to verify insurance eligibility. 2 were pediatric dentists, why would someone on medicare go to a pediatric dentists. The customer service is terrible. My wife has the same insurance and we have both struggled to get the medicare dental benefits we were promised. We still have not gotten our teeth cleaned. My next complaint will be with medicare itself regarding not receiving the benefits being paid for.

Recd health benefit card to expire Dec 31. Used fraudently two times on Dec 14. Report made to number on back of card and told investigation opened. Have not been advised of final resolution. Unable to get return calls. Reported to local police department. Funds were not returned to my card

I was auto enrolled without my knowledge for 1/1/19, I had disenrolled from medicare in 2018 due to being married and being placed on spouses plan through the school district he works for. I have called 3x to find out why I was receiving a bill and I have never even known about this coverage at all.

I would like the bill of 447.50 to be wiped off my account as I never agreed to this account to even be opened.

I also believe they should be paying me for my time that I have spent calling and faxing paperwork.

Please provide me with a fax to fax info to you. My email is [protected]@yahoo.com

It is not respectful for a pharmacy rep. to call my 84 year old mom at 8:30pm and keep her on the phone until 9pm at night asking about the medications she is taking. I explained that I am caring for my mom and get up to work at 5am from home and not to call at night asking my mom about her medications. The pharmacy rep. tried telling my mom not to take one of her medications prescribed by her doctor. I told the rep that the nurse can make that decision when she sees my mom the next day.
The rep said she was from Florida calling us in Illinois.

Stop calling elderly people at night and asking what medications they take when they are half asleep.

It is up to the nurse and doctor to determine if my mom should stop taking her medication not the pharmacist.

I am damn sick and tired of robo-calls and telemarketers.
I have called and complained about the numerous daily computer generated sales calls from humana. In december my ultimatum to stop this harassment went well for three days until december 7th when the enrollment period ended. At this point in time I have no intent of changing my provider. Next october I shall be severing ties with humana.

On october 15th, you withdrew $30.86 from my account. The amount that should have been taken was $28.86. I called on 10/16 and was given a reference number of 252206240. I was then promised a refund of the difference. I was informed my next withdrawal would be in december. On november 16th, you withdrew $19.99 from my account. The amount should have been $18.99. Although the amounts are small, the withdrawals are not what I authorized and not what is on the letter I received from you regarding billing, also, the bill should have been december, not november according to the call placed in october. The letter is dated 9/12/2020.
I attempted to call your 866.537.0232 number to discuss your withdrawals of unauthorized amounts, and sat on hold for twenty minutes, and then was promptly disconnected. I immediately called back and sat on hold for an additional 38 minutes. Then the person could not hear me and hung up. This is also unacceptable. I had given the first rep my number in case we were disconnected, and of course, that was a waste of time, since I never received a call back. Unacceptable. As I write this on hold for 15 minutes and counting. Clearly, you must be understaffed as my time is valuable as well as yours. It appears customers are of no value to your company. It is now 24 minutes and I am speaking to a representative lena now, who is telling me there are fees attached. No fees are listed on the letter showing what my withdawals will be. You have no right to charge me anymore than what I agreed to. I want to see where I was informed that additional fees would be charged, as your letter has no reference to that, and clearly, I have no correspondence stating the payments would be more than what the letter clearly states. I was told on the phone yesterday by lena, that she would research the issue, and call me at noon today to resolve. It is now 3:00pm, and still no call. At 1:30 today, I was tired of waiting and called the number lena provided as her direct line, and lo and behold, it was not a direct line at all. I waited 45 minutes on hold and spoke with keesha.
Keesha could not resolve the issue, so I held another 30 minutes, and was connected to natasha c., who was supposed to be a supervisor. I explained the issue to her, and she proceeded to bold face lie to me. Per the attached letter, my premium is $18.99 per month, but the last two months you have taken more than that. Natasha stated that my bank was charging the additional fee. The bank withdrawal clearly indicates that is not true. I called my bank, and they confirmed that they are not charging anything. The $19.99 went to humana. If it was a bank fee, the withdrawal would so indicate.
I authorized and agreed to $18.99 month, not anything additional. Your letter attached clearly shows that. Why are you taking more money then agreed? If there are fees associated with the payments, the line after the acknowledgement should say plus fees. It clearly does not. What you are doing is wrong, and more than likely illegal.
I want someone in the executive offices to call me or write me with answers, along with a return of all additional monies beyond our agreement. Failure to do so will result in me contacting the insurance board. This is simply unethical. I will also share my experience in dealing with humana with those I know as well as social media so others are not ripped off or deal with a company that lies to its customers.

I am a provider and have made every attempt to get my clients' mental health claims paid and they keep being processed incorrectly and am incredibly fed up using my time on this and how upset I am that this is now going to affect my client and her care. No one will give me contact information for another department or how to submit a claim. I am so disappointed and ashamed of Humana's service and response for providers and taking care of their customers. Other counselors have said "Human and (another one) are the biggest challenges!" I just sent an email with all the required information on October 6th for this to be investigated through an email for Human and got a response to give them 14 days to reply. Nothing. Emailed them again a few days ago, got an email today saying they can't find my email from October 6th! So fed up!

I sent the following email to agent Greg Collins, Humana HealthCare, this morning.

Mr. Collins:

My wife and I have repeatedly tried to get in touch with you these past 24 hours, and you, evidently, refuse to respond to us. A week ago, we spent over an hour on the phone with you, providing all the necessary information to apply for a Medicare Supplemental Plan, High-Deductible Plan G. I originally thought we would make the change on January 1st, but based on your recommendation, we decided to apply for the new policy with an effective date of November 1, 2020, as you said there would be no problem completing the approval process by November 1st. Earlier this week, your underwriter called me to ask a few questions, necessary to approve my application. I asked if my wife would be contacted, and she said it was unusual that both of us weren't contacted about the same time by an underwriter. The underwriter did some checking and told me there was some kind of problem with my wife's application. I called you, and to make a long story short, you indicated that my wife's application had been misplaced or lost. She then had to have another phone interview with you, and re-apply. I have her first Application ID #, and her SECOND Application ID#.
A day or two later, this past Thursday, I believe, you called and said my wife needed to complete and submit a Medical Records Release Authorization. We complied with that request within a few hours, which you acknowledged by email. During that phone call, I expressed my concern that she needed to be approved quickly, as it was October 29th, and I was concerned about cancelling our existing supplemental plans by October 31st, so as not to be Auto Pay charged for that Plan on November 1st. You said not to worry, everything would be taken care of in time.

Yesterday, having heard nothing, we checked on the website and saw that she had still not been approved. We started making calls and sending emails. We got very different information from other Humana representatives, but, in essence, no one would help us. ONE REPRESENTATIVE SAID MY WIFE SHOULD APPLY FOR A THIRD TIME! In addition, we both contacted you, and you refuse to respond.

This has been an awful experience. I intend to send this email to several people within Humana. In the meantime, we should be cancelling our existing Supplemental Plan today if we don't want to be billed tomorrow. We are afraid to do that without official word from Humana that my wife has been approved.

You, evidently, don't care.

Wayne Roach

I called Cust Serv and told them I could not get on the site as my password was wrong. I talked to several people as no one could help me. So someone from the pharmacy comes on and they tell me I have to have two separate email addresses to get drugs from Humana as they have two accounts there. Once for members and one for members and ordering drugs. She is crazy as I have been a member for several years and only have one account. When I go online I have the pharmacy and Humana on one page. I am switching health care. This company SUCKS

I would like you to know that this center treats their Covid 19 patients horrible My Husband has been there since Aug 28th 2020 and the only thing they are taking care of is his open would If you call for an information most of the time you don't get an answer or a return call. My husband fell out of bed 3 times and I got a call because it's the law so they gave him drugs instead of working on getting him physical care. I got a call the first day & two an half weeks later I get a call after I placed one to them 4 days prior that there was nothing they could do for him because his insurance ran out. Which is a lie I spoke to your team from Covid 19 & Humana rep and they told me he was coved until Oct 26th 2020. Now my husband has lost almost a month of rehab due to neglect. The management needs to go to customer service training. They have no people skills. I felt that all they wanted was your money. They kept pushing me to cancel you & got to HMO saying they could give him limited care. I need My Husband home. He has been out of my House since 6.24.2020 I found another place that has a much better structure for him & this is in network I am going to see a lawyer about this place on how they treat people. Thank you for reading this and stay safe.