LOUISVILLE, KENTUCKY -- I have only had Humana for 3 months now and already they have continued to screw me over on multiple occasions. The first time, I had to enroll because my current health insurance was no longer valid in the state I live in, so they made us switch at the end of 2015. Upon switching to Humana - and only because it was the cheapest - I had e-mails confirming my coverage would begin on January 1 of this year.
When I received my insurance card, it said my effective start date was February 1. Usually not a huge deal, but I was running out of my prescription (which is something that you can NOT mess around with by just going off it, it needs to be consistent), and needed an updated prescription since I was out of refills.
After exhausting myself talking to many "customer service" representatives at Humana who were willing to do absolutely nothing and couldn't have cared less, I finally spoke with someone who actually seemed like he was a person and not a bored robot who hates their job and hates customers. We spent an HOUR on the phone and he came to the resolution that he would call my doctor's office, let them know my January visit WOULD be covered despite what my insurance card said and even gave them a reference number that he said was in the notes on my account in case my doctor needed to call with questions or anything.
I went to the appointment, got my prescription (which I still had to pay for out of pocket because Humana refused to cover it, despite the reference number), and thought it was settled. Now, I can understand making mistakes - I've made mistakes before and I will again; we're human and it happens. If we own up to them, apologize, and do what we can to make it right, all's well that end's well, which is exactly what should've happened here. But since it's Humana, it wasn't that easy. I received a call from my doctor's office the following week letting me know that, despite the reference number given and promises made, Humana had denied the claim for my office visit.
Now, at this point, I was pissed. I had finally found a doctor that worked for me and my insurance company was screwing them over - this was not okay, because they had been so cool and patient about allowing me to be seen and dealing with the issues. Of course, calling Humana 17 times got me nowhere because their reps are absolutely worthless.
That was when I e-mailed the Board of Directors. ALL of their e-mail addresses are on the Humana website. I suggest selecting all of their names and sending an e-mail to each and every one. There is also an e-mail address on their website for someone at their corporate office, if you go to their Contact Us link and look through the tabs on the side, you'll find some people. In fact, I highly recommend using this form of communication as these people deserve to be bombarded with complaints.
I got contacted by one of their assistants within 48 hours and he said he'd be on the case. He called my doctor, had them resubmit the claim, and covered it. He also said he'd reimburse my prescriptions but I hadn't kept the receipts, not expecting Humana to do anything like that, but the more I deal with Humana the more I realize I never would've been reimbursed despite what he said. So, finally, issue taken care of. Naturally, left me with a bad taste in my mouth for Humana but it's honestly just too exhausting to deal with so I dropped it.
Then came time for my next Rx refill. Since Humana only offers me two options for pharmacies and neither are very convenient to my location, I decided to use their mail order pharmacy. I put in my request on March 15th for the two prescriptions I have (again, the one being one that is necessary to take EVERY DAY), since I was running out of the more important one on March 24th and their website said it would be delivered in 3-5 business days. That sounded good, and even though their prices are a bit ridiculous, it's just easier to do it this way with my schedule.
So the one prescription that I just take as needed and wasn't out of yet, shipped out on Friday the 18th and I had it in my mailbox on Monday the 21st, essentially meaning it took just 1 business day to ship. When I logged into Humana to look up the other one, it had been "Canceled" for no reason, then resubmitted. I spoke to my doctor's office - who, at this point, between me and their other Humana patients, hates Humana just as much as I do - said they had sent Humana my prescriptions as Humana requested at the same time.
So if Humana received one, they received the other. I also paid for both of these prescriptions at the same time, but was only charged for one. I called on Monday, March 21st to try to get this fixed by the 24th when it would become a problem. I spoke with Chris. He mumbled and was a complete jerk, offering no solutions, basically saying there was nothing he could do. After I explained to him in a VERY assertive manner that he would INDEED be doing something to fix this and have this prescription in my mailbox the next day, he said he would call USPS and expedite the shipping.
According to Humana, the Rx had shipped out that day, but according to the USPS, they hadn't even received it. He said he had put in a request to process a refund for BOTH prescriptions (clearly too unintelligent to see they still hadn't taken the money out for the second one yet), and that he'd have his supervisor Joanna give me a call back within the hour. I made it clear to him that would not happen, as it was not the first time I'd been told someone from Humana would call me back and it never happened. Naturally, I never heard from this alleged Joanna. The refunds were never processed and USPS was never contacted to expedite the shipping.
On March 23rd, I e-mailed the Board of Directors and corporate office again. I haven't heard back from the BOD, and the person at corporate said she'd get back in touch when "the issue is resolved". Umm, how does that help? When the corporate office isn't even willing to do anything, then there's a serious problem that has made me question if they're even running their company legally. I would love to know who to talk to get an investigation going on them.
Anyway, March 24th, when now it's a real problem, I called and spoke to a supervisor named Veronica. She was a little more help than the others, but still not very much. I told her she could drive to my house - 3 states away - and deliver my prescription herself that night. Naturally she wouldn't do that, but she said she'd call around to pharmacies in my area and see if they'd deliver.
Now, anyone with a brain knows that doesn't happen - that's not how pharmacies work - but I decided Humana had wasted enough of my time and energy, so now it was their turn to waste time and energy, and I let her spend about an hour calling around. I know that's spiteful and I'm not normally that kind of a person, but Humana has lost any and all respect from me so I don't really care what they have to go through anymore. Of course, problem still not solved.
Friday evening, I called again. I had to call 9 different times just to finally speak to a supervisor who was willing to help (Sean was NOT, BTW, if you ever call, do NOT speak to Sean, he was a complete jackass). Her name was Markee (I am SO SORRY if I'm spelling that incorrectly!!), and she is the ONLY one who showed any sort of human compassion or empathy. She apologized and actually, legitimately seemed to care and understand the importance of the situation. I think Humana made a mistake when they hired her because they seem to only hire egotistical self-centered jerks, and she is the opposite of that. She should be working for a much better company.
I told her how I needed the medicine TONIGHT, expecting the same "well there's nothing we can do" answer I'd received from everyone else. I was surprised - apparently, there WAS something they could do, only the other reps were all too lazy to deal with it.
She put a stop on the order that had allegedly shipped out on March 21 but the USPS still hadn't even received by the 25th. She called my local pharmacy who isn't even on my list of approved pharmacies, got them to fill the Rx for me and let me know she'd be listening to the conversation I had with Chris on the 21st since he had given me so much false information and see if there needed to be consequences.
I went to my local pharmacy, got my prescription, and all was good. That is ALL it took - just a couple of phone calls and a trip to the store, which could've been done on MONDAY and saved me (and Humana) all sorts of headaches and stress, but since no one at Humana before Markee knows how to do anything, they've gotten themselves into a LOT of trouble.
I have spoken with many people who have either had or dealt with Humana, and no one has ever had anything good to say about them. Their ads talk about treating their customers like humans, but that has not happened. I am considering whether I need to take legal action for all the stress this has caused because Humana needs to get shut down because they can NOT be messing with people's health like this.
Anyway, PLEASE do not use Humana if you can avoid it, it's worth paying a little extra to get an insurance company who won't screw you over. I STILL have not heard from the BOD and will certainly e-mailing them again and again until they get sick of me and decide to respond.
I know this complaint makes me sound like a horrible person but I'm really quite patient and can understand some human error here and there. What I refuse to deal with is lack of taking responsibility for said errors and ignoring people who pay you a LARGE amount of money per month to do absolutely nothing. Humana will be reimbursing me for my prescriptions, as well as the premiums I've paid them. To the rest of you, good luck trying to get your Humana problems sorted. Hopefully you can get in touch with a supervisor as compassionate and willing to help/find solutions as Markee.
TEMPLE, TEXAS -- They are a nightmare... First I called after my surgery to see if I could get some hand therapy... Duh they did not have a list of therapists online in my area. I asked to go to such and such place to see if they would cover and they had no idea. They told me to ask the hand therapy clinic if they take my insurance. The place said they did. Then I went to the hand therapist and about 10 visits in I call my insurance company to see how the bills were being paid. Guess what? Now they said I have to go back to my regular doctor to get an ok to see my hand therapist. I went back to my Dr who approved my hand therapy and started therapy and Humana paid all the visits.
Then I found out I had to go back to my regular doctor and get an ok again because it had been a couple of months. My doctor approved 60 visits which should be covered. I called Humana again to make sure everything was ok and they told me my visit would not be covered, but then assured me they would get on phone and try and get it covered. I went back to my surgeon who wanted me to continue therapy and again called Humana and they referred me to another company who makes the decisions.
This company I never had a contract with by the way and they told me I would have to get the Dr notes faxed over to them to have my visit today covered. I called the OT clinic and they had no clue so I recalled Humana who called my OT clinic or so they said and they told me that the OT clinic agreed to call me when they faxed over the notes.
Three days later no phone call so I called Humana who told me to call this other company because they did not give ok just this company. The company told me that I would not need to fax over the notes even though someone else in the company told me to fax it over... So today I have an appointment and I have no clue if it is covered... Get rid of Humana. It sucks... Oh by the way the last person I talked to stated they probably said all this to get me off the phone Thanks a lot...
ARIZONA -- Thoroughly disgusted... I am on the phone once again with Humana. They are all idiots with no brain. They tell you a different thing every time you call. I have posted on social media repeatedly. Do not sign up for Humana or you will be on the phone for the rest of life. I have now had to get paperwork for small claims court because of them jerking me around since 10/15/15 and still waiting for reimbursement of over $2,000. That I had to pay first and wait for. I am currently on the phone with another idiot name Michael in Central Texas. Waiting for a supervisor, 20 minutes and counting. Spoke to Georgan, another waste of time, she gave me the below 800#.
Let's see the primary's office gets anywhere. I am not hopeful. I think taking them to court will be the only way I will get my money. They are so incompetent and I have had to call my dr's repeatedly. They just give you the runaround. Now my primary dr's office is calling 800-523-0023. Humana just jerks their member around, over and over... thoroughly disgusted... Just talked to Kyle's supervisor. In authorizations, another moron. They offered to transfer me the claims in Manila, Philippines. I would rather file in court tomorrow. It will be faster. I have been waiting 3 months to be reimbursed. No more...
This has to be the worst excuse for an insurance company I have ever seen. No one knows what is going on. No one can ever explain to me what is going on. They do not answer questions. The website is horrible. The list goes on and on.
Lately I have been getting the same email sometimes 2 or 3 times a day exhorting me to get a flu shot which I do not need or want. I have complained several times on their website and no one even bothers to reply. I am sick of being ignored.
Every time I place a pharmacy order there is some kind of problem and my order is delayed or canceled outright. No one ever knows what is going on, and they obviously do not make notes in my record when I call, because their customer "service" people are clueless. I have applied to UnitedHealthcare for 2016 and can't wait until I can tell Humana goodbye!!!
DALLAS, TEXAS -- While the Humana website may look good from the outside, this is not the case for the registered customer. It is one of the most confusing and ill-designed sites I've seen. Now to the crux of the problem, I love Humana Advantage - It's cheap! However, I've called over 15 of the doctors recommended by the website as primary care doctors. The website provides a list of doctors accepting Humana Advantage as well as new patients.
Guess what, not a single doctor said that they accepted Humana or new patients. I'd guess that maybe their list is close to 90% bogus as far as doctors and facilities with whom they do business. Perhaps they just made up the list - would've gotten the same results I suspect.
FLORIDA -- This happens every month - they call to renew a prescription and leave call back number and also a PIN number, yes a PIN number, and I get someone sitting at home with kids in background and we are trying to discuss drugs. Why leave a PIN number if it is no reference at all. I am so disgusted - they sort to me every month to with to them, and now that I have, customer service is the worst.
Just today my husband said they have called three times and here is the phone number and PIN number. I call back and they require Humana number, address, SS number, phone number - DOB, etc. etc. I am so disgusted with them but don't know how to get out of the cycle. How dare they call me and leave a PIN number and when I call I have to listen to screaming kids in background - and the PIN number means absolutely nothing. YUCK and horrible you should be ashamed.
RESTON, VIRGINIA -- I have been on the phone with Humana for over 12 hours during the last month. During that time they have failed to understand what I need a medication for even though I have and my doctor has repeatedly told them in writing and on the phone. In over 12 hours of discussion, they still fail to understand what I am being treated for by my physician. I've never dealt with this type of incompetence! In addition, they increased charges and deducted over $200 from my credit card without notifying me. I asked to be released from the plan in January 2016 because they did not notify me of over $2000 that will be added to my plan this year. Yes, that is what I was told.
The biggest issue is their Medicare pharmacy plan. They said they did not have to notify me last year of these changes last October, November or December. I promise you, you will regret any contact with this organization! Thank you for reading the review. Good Luck!
WEATHERLY, PENNSYLVANIA -- They didn't pay all the bills they are responsible for. I don't even use the plan much because I hate going to the Doc. I started getting bills that they recalled the money from the Doc. I tried to contact them and they said, "You have two insurance companies." I said that they are incorrect. I spent numerous hours trying to prove they were wrong. I finally did prove it. It turns out that they thought that my dad and I are the same person. Never mind that he is 26 years older than I am, that he has a different SSN and the he lives 800 miles away and these plans are regional.
But, even though I proved my case, they still haven't paid all of the bills they are responsible for. The collections calls are nonstop and they are hurting my credit report. This is an extremely unethical company that everyone... especially the elderly and disabled, should stay away from. Unless you like stress and harassment.
VIRGINIA -- I applied to join their network as a provider on December 23, 2014. The customary time is 60 days if you have everything. Humana reports it takes 120 days. It is Sept. 9, 2015 and I am still not approved. They haven't sent me anything either. I called over ten times and sent 5 emails. Two escalations and two supervisors and still nothing. They have cost me business by not putting me on their panel. I am very angry that it has taken almost 9 months. I can see why they were bought out. They can't provide customer service. I can only imagine what the clients go through.
COLORADO -- I found out the hard way that every time you speak to someone there you get another answer so make sure you receive everything in writing and believe nothing. Sorry to say but I have serious doubts about the integrity of this company and total love my agent which is why I continued with them this year. But will take a hard look at others for next year.