Complaints

This profile includes complaints for Humana, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Humana, Inc.

  500 West Main Street Louisville, KY 40202-2946

  
• 

  Humana, Inc.

  77 Hartland St Ste 401 East Hartford, CT 06108

• 

  Humana Insurance Company Of NY

  P.O. Box 21092 New York, NY 10286

• 

  Humana Inc

  24 W 3rd St # 101 Mansfield, OH 44902

• 

  Humana Inc

  500 W Main St Ste 300 Versailles, IN 47042

The 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:03/14/2025

  Type:Customer Service Issues
  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.

  I first became a Humana Dental Insurance customer in the state of NC 11/2023. And found joy in having decent dental insurance for once in my life. However 06/2024 my life took a drastic turn, after my grandmother passed in 06/2024. 07/2024 I decided to leave my home state of NC to move with the other part of my family in GA. Which meant of course I had to switch/transfer my insurance over to this new state. I was skeptical at first because I hadn’t the NC policy for 12 months and at the time I was in need of a major dental service. The agent in which the call was recorded stated to not worry about that, that my coverage and all waiting peroids would be waived since in fact I had been with the company since 11/2023. As of 03/2025, I’ve had issues with this policy and not been able to get these services completed by it been a hold on my account til 07/2025 to have this lifted and taken care of. Unfortunately I can’t wait that long and the representative gave me false and inaccurate information concerning this. And all this money I’ve been paying Humana has in short been a waste as promises were not fulfilled appropriately.

  

  Business Response

  Date: 03/26/2025

  please see attached

  Customer Answer

  Date: 03/27/2025

  
  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:03/04/2025

  Type:Billing Issues
  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.

  We got our new cards for 2025 and had our wellness check up. When I had to get a CT on my lungs I filled with my Humana . Then at the end of January I called our pharmacy to get my husband’s medication and was told our Humana was no longer any good. I called them about this and she told me it was a error on their part and we had to reinstate our information…I told her that I didn’t understand and she keep saying we needed to open a new account… I said I didn’t understand and I would call our agent that handle our enrollment and she was going to call me back…well then our agent called and was told the same thing that it was an error on their part. This went on for the next week then on Wednesday the 5 th of February she was told that I called and canceled our insurance. I did NOT.. THEN they had us on three way call and we got to a supervisor and he said they had us in Newton County and not Walton and would not continue our insurance… I now have a $240.00 bill I can’t pay and my husband has been without one of his medications because we don’t have $1000.00 to pay for it…

  

  Business Response

  Date: 03/12/2025

  We have sent the response directly to the member. Please see our attachment. 

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  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 seen the Humana Health Insurance Commercials for Medicare Part C, for Humana. They show how great Humana coverage and all of the benefits are. So I called a Humana agent and signed up for a plan. One of my Primary concerns was can I see my current Doctors, they answered yes, can I use my same pharmacy, they said yes, Will I get a **** card for the $60 for the OTC every quarter, again they said yes. 1.What actually happened was they assigned me one of there doctors I have never heard of on my Web page. Even though I have them my current providers name. 2.They tried aggressively to get me to switch my Pharmacy to their **** **** company. They called 8 times if 5 days. It took me 4 calls to make them stop. I called Humana and the **** **** companies to have them stop calling. 3.The OTC benefit is actually a credit for there **** **** company, which is not what the sale agent said, but I said fine as long as I am to get the products I use for my health. When I went to there Pharmacy OTC site I could not find one of the brands I use *******, **** ***, ******* and ********. The only brand I recognized was *** toothpaste. If this isn't a bait and switch sales practice I am not sure what is. I hope my health insurance cl***s for the year do not go like this' Maybe someone can explain what I am missing Thank you, ***** *******

  

  Business Response

  Date: 03/13/2025

  Please see attached response

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  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'm no longer an active member so can't retrieve any of my historical data online anymore. I called 1/14/25 and requested to have my online access restored, which they said wasn't possible. I then asked the representative to provide me with my prescription history from 8/2023 - 11/2023. The representative told me she would put in the request for a "smart summary" for those months, which should take a week or two to arrive in the mail. I never received it, so I called again on 1/27/2025 and the representative told me it was due to arrive on Wednesday. I called again on 2/13/25 since I never received anything, and the representative told me he was going to put in a new request for me, which I would receive in a week or two. I have yet to receive either of these statements.

  

  Business Response

  Date: 03/12/2025

  Please see attached response

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  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 December 31, 2024, I had a wellness checkup while I was covered under Humana Go 365. Under this program I am to receive $50.00 for this checkup. I filed a grievance with them on 1/27/2025. Today I received a letter from them saying I was denied. I phoned them today and was told the same thing I was told on 1/27/2025 and 2/19/2025, that I did not let them know by the first week of January that I had a wellness checkup. Also that I did not call them the day of the wellness checkup. There was nothing in their booklet that said I needed to call them. They never told me I needed to call them the day of the wellness checkup or during the first week of Jan. which they now claim is the procedure. According to the letter I received today they deny my claim, saying I was termed due to them not receiving a doctors report in a timely matter and during todays phone call, not calling them the day of my checkup or the first week of Jan. The doctors report they have states the checkup was done on Dec. 31, 2024.

  

  Business Response

  Date: 03/12/2025

  Please see attached response

   

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  That is no new response from them except for the date.  I reject it.  I followed my part under their plan while I was covered.  They did not follow their part under my plan with them which was to give me a $50.00 gift card for my Wellness Visit WHILE I WAS COVERED.

  Sincerely,
  
  ***** * ******

  

  Business Response

  Date: 03/17/2025

  Please see attached FUP response

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** * ******

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  That is no new response from them except for the date.  I reject it.  I followed my part under their plan while I was covered.  They did not follow their part under my plan with them which was to give me a $50.00 gift card for my Wellness Visit WHILE I WAS COVERED.

  
  
  Sincerely,
  
  ***** * ******

  

  Business Response

  Date: 03/19/2025

  Please see attached response

  Customer Answer

  Date: 03/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** * ******

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  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.

  i have been working on getting my healthy options allowance from 8/1/24 to 12/1 /24 from humana. i was supposed to get 325.00 per month and did not get it for 5 months. which is 1625.00 all together. i have talked to 4 different reps which 3 of the 4 have told me that i would be getting these funds. the 4th didnt say either way. 1 of which sent me a new card and said it would be on there. last one i talked to said that the funds do not roll over to next year and i needed to use them before then. i cant use them if i never got them. ref number(*************). also have all dates and numbers from different reps i have talked to.

  

  Business Response

  Date: 03/13/2025

  Please see attached response

  Customer Answer

  Date: 03/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: my plan was not changed last year on 8/1/24. i never changed a plan. i had the same plan the whole time, and still have the same plan
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/19/2025

  Please see the attached FUP response

  Customer Answer

  Date: 03/19/2025

  
  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:02/18/2025

  Type:Billing Issues
  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 canceled my coverage without informing me leaving me wuth over 3,300.00 in medical bills first they tried say I was out of coverage area I was not they confirmed they was informed by me I had moved they confirmed had my correct address in one system not another more than one rep said they could retro my coverage back to January 1st 2025 then they retracted their system is flawed now I'm paying they then said my plan was discontinued and they sent me a letter in Oct 2024 I told them I was not getting my mail from August 2024 thru Dec 2024 and that I had emails to prove complaints to ** ** then no one was getting their mail in Georgia during that time that it was national news they are ignoring this they said mail was not returned they refused me a copy of the letter this is wrong and I should not be responsible they were dishonest and gave me run around they said many ppl was having issues with their insurance this year?? J don't understand all of this.

  

  Business Response

  Date: 03/12/2025

  Please see attached response

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: This is in response to the attached Humana response..  NO ONE was getting their mail in Ga during that time Sept to Dec 2024.   It was not forwarded because again NO ONE WAS GETTING THEIR MAIL?? .  Had I GOTTEN  I would have acted on bc my MEDICAL INSURANCE IS HIGH PRIORITY  I sent verification DURING THAT TIME of my complaints to the ****.  2 times I was told by reps it could and would be retroed to Jan 1st regardless of the plan...pull the calls from "*******" on Jan 7th and 9th and the following week.  I can't act on what I don't know I have no control over the mail PLUS ******* said Humana had my new address all along in one system not another?? that's an internal issue.   They email me all the time I had had phone conversations with them March April 2024 NO REP MENTIONED this about my plan.  They only interested in ehat they are not you.  Based on the mail issue and they said it was not returned they had my new address along...first they said I was no longer in the coverage area..then no the plan was discontinued it should be retroed the new plan as I was told.
  I dont want to pay for their internal issues and staff DROPPING THE BALL
  

  
  

  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  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.

  During open enrollment 2024, enrolled in Humana for my Medicare supplemental health insurance. Before the insurance began, I changed my mind and called Humana to cancel, they agreed to issue a refund back to my credit card. They said it could take up to 5 weeks. I waited those weeks and nothing was refunded so I called to ask about it. I was told the refund request never went through so they needed to submit the request. They said it would take several more weeks and suggested I ask for a check not a credit card refund. I waited the number of weeks they said it would take, and when there was no check, I called again. They then told me a check had been issued but in the wrong amount and to a different address. They said they'd request another check be sent. Nothing has ever come. I have spent many many hours. days, weeks, months trying to get this refund. I SHOULD NOT HAVE TO CHASE HUMANA FOR THIS REFUND. It is absolutely ridiculous. GOOD THING I DECIDED TO NOT PUT MY HEALTH IN THEIR HANDS. I would like both a refund an a phone call apology.

  Customer Answer

  Date: 02/20/2025

  
  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:02/10/2025

  Type:Billing Issues
  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.

  Humana (Member ID: ********** deducted $186.31 from my checking account. This was for a monthly annual premium for medical coverage. However, this was done in error since I already PAID Humana in full on 12-10-24. I have contacted them several times and was given Confirmation numbers to verify my request for a refund. Every time I contacted them, they told me the check is being processed and gave me a new confirmation number, but as of today, February 10th, I have not received the refund/check. The numbers are: ************** ************* *** *************.

  Customer Answer

  Date: 02/11/2025

  
  Better Business Bureau:
  

  Complaint can be CLOSED.  I received a check yesterday, February 10th, in the amount of $186.31.  The check is dated January 15th, 2025, and I just received it yesterday. Please make sure another check is NOT issued.  Please acknowledge receipt of this e-mail. Thank you.

   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:02/10/2025

  Type:Service or Repair Issues
  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 ordered items through Humana's over the counter store ********** ********* I had a credit of $75.00. One of the items I ordered was a bath bench with arms. Received wrong item, they will not return or give credit of 40.00 back. According to them, my problem not theirs.

  Customer Answer

  Date: 02/12/2025

  Release of information and authorization to speak on my behalf with Humana

  

  Business Response

  Date: 02/19/2025

  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,
  
  

  Customer Answer

  Date: 02/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: I don't agree with what she has said. I placed several calls and did live chat with ****** **** ********* I was told they don't return OTR under any circumstances. They have even changed the site so the bench I ordered is no longer offered and the only way to appeal the order through Humana is by postal mail. By that time it will be past appeal time. 
  
  Sincerely,
  
  ***** ****************

  

  Business Response

  Date: 02/21/2025

  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,
  
  

  Customer Answer

  Date: 02/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to ****** **** ******** several times, with no results. I called Humana with no response. For this representee of Humana to now say there has not been an appeal, The issues are with ****** **** ******** not Humana.  Humana paid them for delivering the wrong product. Unless Humana controls or owns ****** **** ********, then this needs to be resolved by ****** ***** 
  
  Sincerely,
  
  ***** ****************

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to ****** **** ******** several times, with no results. I called Humana with no response. For this representee of Humana to now say there has not been an appeal, The issues are with ****** **** ******** not Humana.  Humana paid them for delivering the wrong product. Unless Humana controls or owns ****** **** ********, then this needs to be resolved by ****** ***** 
  
  Sincerely,
  
  ***** ****************
  

  

  Business Response

  Date: 02/28/2025

  The response has been sent to the member. 

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to ****** **** ******** several times, with no results. I called Humana with no response. For this representee of Humana to now say there has not been an appeal, The issues are with ****** **** ******** not Humana.  Humana paid them for delivering the wrong product. Unless Humana controls or owns ****** **** ********, then this needs to be resolved by ****** ***** 
  
  Sincerely,
  
  ***** ****************
  
  

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: I reached out to ****** **** ******** several times, with no results. I called Humana with no response. For this representee of Humana to now say there has not been an appeal, The issues are with ****** **** ******** not Humana.  Humana paid them for delivering the wrong product. Unless Humana controls or owns ****** **** ********, then this needs to be resolved by ****** ***** 
  Sincerely,
  
  ***** ****************
  
  

  

  Business Response

  Date: 03/07/2025

  Please see our attached response to file # *********