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 The first time, I had to enroll because my current health insurance was no longer valid in the state I live in, so they made us switch at the end of 2015.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.
They do a good old fashioned switch aroo every year. A 70 year old GRANDMOTHER needed DENTURE care. So she calls in and the salesman says she has denture coverage in November 2018. She says she never got anything about any changes. So they changed her coverage and she had no idea. Then, today, she calls in wondering about what amount of coverage she has, and the tell her she has NO COVERAGE FOR DENTURES. She's had false teeth since the 80's.
She believed she had paid in enough to get something going on her some new false teeth and they say, "Well, we changed the plan on you. You didn't know. But we don't give two shakes. We aren't going to refund your money, nor will we credit you the amount that we (STOLE) from you and too bad for you"! Whatever you do. DO.NOT.USE.HUMANA.THEY'LL.STEAL.FROM.A.GRANDMOTHER.
CORPUS CHRISTI, TEXAS -- My 80-year old mother broke her hip, otherwise strong and pretty healthy. Docs and PT agreed she was capable of full recovery and ordered transfer to rehab hospital three days after surgery. Humana denied. It's now 10 days after surgery and the appeal is still pending. My mother is making very little progress as the hospital does not have enough PT nor rehab facilities. Both the hospital case manager and the rehab hospital said Humana is the worst and that they deny everything other insurance companies allow. The woman in the next bed - 10 years older and in much worse health - is getting transferred to the same rehab hospital after 3 days. Thanks, Humana, for jeopardizing my mother's health and ability to recover. Your Ponzi scheme is alive and well.
SEATTLE, WASHINGTON -- In one word: terrible. They talk the talk, but do not walk the walk. I am in the Seattle area and needed hand surgery, there is only one surgeon in a dangerous area of downtown that takes Humana. Seattle's metro area is nearly 4 million. The medical office I was referred to reported to me that they have nothing positive to say about Humana, specifically they state poor billing issues, difficulty getting scripts filled and inability to find a human to speak to. They denied my carpal tunnel surgery which is covered by Medicare, I can't use my left hand at all.
CALIFORNIA -- As of 01-01-2020, my Part D Plan with Humana was converted from a $29 per month plan to a $64 per month plan. I was unable to access my email for several months prior to this change and therefore, unable to receive email notifications. No other contact was attempted by Humana to get my agreement to this change. At the same time, Humana made this change, they created another plan (much less costly), that is similar to my previous plan, but instead chose place me in their new Premier RX plan that is more than twice the cost of my previous plan. I regularly use three Tier 1 medications and my annual cost went from around $300 plus to $900 plus with the new plan. How can they do this without my consent.
Recently, I get turned down for almost every prescription my eye doctor, dermatologist, and regular doctor prescribe. So if there is not a generic, I have to buy it myself. Additionally, when they cover it, I find (at least at CVS), that my cash price with the coupons they find is always cheaper than my share of a drug they approve. Again, their approval rate for me is around 30%. I am glad I have some resources, or I would not get medication I need. They used to be a good company. Now, I cannot wait until December to change. On their last statement for example, they said I paid $187.69 and they paid 49.10. That is so not true. For all the drugs they denied, I bought them myself and they don't list what they turn down.
KENTUCKY -- I had to contact Humana's customer service because someone switch the name on my records from the name that was on my insurance card. And I found that dealing with the people that work in their customer service is like dealing with children play time at the romper room. It took two phone calls. I had to ask for the supervisor. I also had to ask for their names and for a phone call ID number in order to get any service. The people that work there are very ignorant, very backward thinking and if they make anything more than minimum-wage they're overpaid. Definitely not the achievers of our country. These are the people that won everything, easy lazy ignorant. What else can I tell you? It seems to be the normal in this country lately.
IDAHO -- Major "Bossy" issues and multiple minor issues: Humana sent a mailing telling me I should sign up for Humana Medicare Rewards program, then receive 4 preventive services and they would send me two rewards cards!!! What??? I'm not interested in signing up for anything and they should not be asking me to. I pay for Medicare MedAdvantage health insurance for insurance coverage, not to be part of a whole "bossy manipulation" of my life. I never agreed to let them persistently invade my privacy in whatever ways they deem necessary.
Their continual pressure to call them, to "sign up" for something, to do something for them is annoying beyond words. We all know by now that trendy "rewards programs" are never, ever free -- we always end up paying something for them. In this case, the insurance premiums are expensive in relation to their limited pool of medical providers (which is shrinking), and covered services and prescriptions are limited and continually changed. This insurances truly sucks the big one and I dropped it during open enrollment this month. I regret that I ever signed up with them.
Another annoying issue is I have received so many "robo-calls" (the phone rings but only a recording is there) asking me to call back if I can capture the multiple digit calling code before the call is disconnected. I only found out who was calling when I redialed the caller ID number on my telephone. Forget the long code -- I missed all but the first 3 numbers and they only said it once. Dumb!
When I called back, I was told several times that they were replying to a call from me -- that was a lie. The calls were coming in so often, I had to block the telephone numbers so they would not ring through because obviously they did not take me seriously when I told them to stop calling me. Oh, and I won't go into the surly customer service representative right after I signed up.
One service they have repeatedly pushed on me over the last couple of months is a home health assessment visit by a nurse practitioner employed by one of their "affiliates." I am healthy, fully independent, and highly mobile and will not allow such an intrusion into my home and my personal privacy. I have firmly said no multiple times per sales call but they persist. The last time I was quite blunt and used frank language to get them to "hear" me.
One week after my last refusal, here comes a high pressure, full-page letter from Mr. Painter, Chief Medical Officer, Health Guidance Organization, pushing the service on me (with all evidence that he probably sold used cars at some point) and telling me an appointment specialist will call me to schedule an appointment or I can call them to schedule it. What??? What part of "n-o", no, do they not understand?
Humana is not making good use of the monies paid by Medicare to provide health insurance and there is obviously a corporate mentality that they have the right to invade privacy to push their own agendas. Only buy insurance from this company if you want an "elder sister" to tell you what you need, when you need it, how much you can have, and if you don't mind intrusive, unsolicited telephone calls and letters from them to push their own gimmicky agendas. Even my primary care physician's practice is fed up with them and they have opted not to renew their contract with Humana.
During open enrollment, I canceled this joke of insurance and switched back to a reputable insurance company who at one time provided the employer's group health insurance where I worked. They have decades of experience in the field and respect individual privacy. They do not waste money on foolishness like Humana does. I won't even talk about all of the mail Humana buried me with. Pure wastefulness.
SPRING HILL, FLORIDA -- I turned 65 in Apr 2014 and made the mistake of signing up for the Humana Advantage Plan. For the past few months I have been treated by one of their PCP. He diagnosed the pain in my hip as arthritis. I keep telling the PCP that the pain was excruciating and that I could not put any weight on it. When I went for my appointments they would come outside to the vehicle and bring me into the office in a wheelchair. His answer to my pain was "We will up the Meds". Was taking Hydrocodone 10-325 for the pain. The pills did nothing for me as the pain persisted.
I finally had enough of the pain and called the nurse at Humana. After explaining my situation she told me to get to an Emergency Room within the next 4 hours. (The only intelligent person I talked to at Humana). After having blood work, x-rays, and scans done at the ER, they recommended I see an Orthopedic Surgeon with 2-3 days. They didn't tell me what was wrong other than I needed surgery to correct my problem. I called my PCP as soon as I got home. Was told that they would have to get records from ER before they could do anything. Left message to have PCP call me.
A week and 1/2 went by, no call from PCP. I called PCP and he stated he didn't have any records from my visit to the ER. I looked up the surgeon that the ER recommended and called him. He is in the network but needed a referral from PCP. Called PCP and they refused to refer me to surgeon. They would only refer me to a surgeon of their choosing, another doctor in their group.
Now the problem, do you really think I would want a doctor in this group of doctors to perform major surgery on me? They misdiagnosed my problem as arthritis when in reality the top of my femur bone was collapsing, thus the severe pain. For 2 months I endured this horrific pain and now I have to have a total hip replacement… a major surgery. I do not trust any of these doctors in this so called group.
I called Humana and was told I have to do want the PCP says even though my surgeon is in the network. The office girl at my surgeons office got the records from the ER and called Humana arguing that they were in the network why couldn't they see me. Humana would not allow it.
When I signed up for Humana back in March I was told that I could go to any doctor I wanted as long as they were in the network. I was never told about PCP's with their own group of doctors. So I am unable to walk. Can only sit or lay down. I do have a walker and a scooter (which I paid for out of my own pocket $1200) so I can get around my house as I live alone.
Instead of getting this operation done and over with before Christmas I now have to suffer and wait until January when my new Insurance and PCP go into effect. And yes my new PCP will refer me to my surgeon. As far as Humana is concerned they lied to me when I signed up with them and their PCP should be kicked to the curb. Stay away from HUMANA!!!
MEDFORD, OREGON -- I spent several days going over my prescription list with a representative to ensure Humana had all the information they needed to price my first Medicare approved Prescription Drugs or Part D insurance plan. I accepted the plan and terms and it went into effect January 1, 2012.
The first time I went to the pharmacy to pick up my medicine for Parkinson's disease, the prescription was filled for 24 days when it should have been for 30 days. The pharmacist told me it was Humana's decision to restrict their coverage to 8 pills per day and not the 10 pills per day as prescribed by my doctor. I went around and around with Humana and finally a representative told me she put an override order on the restriction and assured me the problem was fixed.
Next month the same thing happened. I asked about the override placed the previous month and was told it was a one time only override. The representative I was talking to told me to take the prescribed amount and come back for a ten day supply to carry me into the third month and everything would be resolved by then. It was not. In fact Humana informed me they were no longer covering the medicine in my plan - we are talking about the number one medicine prescribed to Parkinson's disease patients. I gave a copy of the letter to my neurologist and he managed to convince Humana to reverse their decision.
I also have diabetes and early in the year, my doctor gave me a prescription for insulin prefilled cartridges or "Pen injection system". I could not afford even my copay so I asked for an alternative lower cost system and was prescribed for the same medicine in viles that would load into syringe needle for my injections. My copay for this system was a third of the cost of the pen system.
Last month a new prescription was written by a different doctor who mistakenly wrote it for the pen injection. The amount Humana quoted the pharmacy was much lower than the previous quote. My wife was picking up the prescription. She was unaware of the mistake. I was out of insulin and used the pen system since my wife paid for it.
Now we are in the eleventh month of the plan and I have just entered the gap coverage or "doughnut hole" and now I pay full price for all of my medicine. The prescription cost in the pen system for one month is more than $275.00. I called my doctor and asked to have my prescription modified to the vile and syringe method. The pharmacist told me the injection method was changed but the price remained the same.
I called Humana and this time had two reps and a supervisor involved. They reminded me I was in the donut hole and expected to pay the full amount which by the way was over five hundred for a month. I asked why was the price quoted 275.00? From that point on all they were focusing on was why their own company quoted a discounted price and told me the only price they had on my insulin was the vile and syringe system. Well this is open enrollment time and as of January 1, 2013, I will have a new plan in place. I only hope I can make it that far without my medicine. No change, not resolved. :(