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

  500 W Main St Ste 300 Versailles, IN 47042

• 

  CenterWell Pharmacy

  PO Box 745099 Cincinnati, OH 45274

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:01/20/2025

  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 am violated by Humana of making a payment that they have confirmed by a member on your page ****** ***** but were in the executive office when he made the agreement and provided me with an secure passcode Web page on 2/20/2023 and confirmation no. LT *********** and told me that I would get the 15 years of premium refund whereas I signed up in 2003 and they sent me 15 envelopes without the checks. On 11/8/2024 they told me I would get the check in 14 business days. Ten days later they told me on 11/23/2024 it was Mailed out on that day and clear up to this day they say it was mailed out 11/23/2024 but I have not received it any they assured me that they cannot lie about this. Seeking your assistance to complete the check payment and possibly putting it into my first state bank account.

  

  Business Response

  Date: 02/28/2025

  Please see attached. 

  Customer Answer

  Date: 03/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: every letter you write you lie over and over more lies but you keep telling me even the last two weeks that the check were mailed out 2/22/2025 always telling me since 11/8/24 it is for 15 years without adding up all the waste of an additional 7 years now since from 2003 when I sign up with Humana until 2018 when you sent me 15 letters in 15 separate envelopes empty without the checks. Everyone confirms the confirmation number is for the premium refund going back to 2003. Everyone confirms it is on your records that it was mailed out 11/8/2024. Everyone tells me they can see where it was mailed out 11/23/2024. Everyone says they can see where mid January 2025 that ********* told me that I would get the check in 14 business days. THIS IS AN HEALTHCARE FRAUD SCHEME SCAM BY EMPLOYEES WITHIN THAT ARE WILLING TO LIE AND STEAL AND IS EXACTLY WHAT THE TRUMP ADMINISTRATION IS EXPOSING THAT THE FRAUD IS COMING FROM WITHIN AND THE EMPLOYEE ARE DOING IT AND MOST OF Y'ALL AIN'T DOING NOTHING BUT STEALING MONEY.
  

  Y'ALL LIE LIKE 90 GOING NORTH.
  Sincerely,
  
  Willie Smith

  

  Business Response

  Date: 03/07/2025

  Please see attached response 

• Initial Complaint

  Date:01/16/2025

  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.

  Last year, I started losing my body’s abilities. I saw my primary doctor around January or February and he sent me to physical therapy. After some time, I realized I was not getting better and I had gotten so bad as to need to be in a wheelchair. My problem was pinched nerves in my cervical, thoracic and lumbar spine. In late August and early September, I had surgery for them at *** ****** ******** in Johnson City, NY. Humana claimed I had a pre-existing condition because I was in a wheelchair for some of my appointments but it was not until my yet undiagnosed condition worsened and I spent the better part of a year trying to find the cause of my problem. Humana doesn’t want to honor my prescription for diclofenac 1% gel as it is available to buy ***. However, they covered my prescriptions on 09/10/24 for Ibuprofen and acetaminophen which are available ***. My doctor prescribes me 5 tubes for 35 days and it is something I have to use morning and night in the areas that are bothering me. I have already filed a complaint with ****** (Consumer Complaint Case: *****************) on 12/17/24. I am asking Humana to pay the remainder of my three-week stay in ********* ******* intensive physical patient rehab. They paid $39,229.00 for room and board but covered none of my PT, OT, pharmacy, labs, drugs and other therapeutic services, leaving me with a bill of $30,400.00 I am also asking them to honor my doctor’s prescription for diclofenac sodium 1% gel, whether it is available *** or not.

  

  Business Response

  Date: 01/21/2025

  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,
  
  
  

• Initial Complaint

  Date:01/09/2025

  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 August 1 of 2024 Humanna stopped my insurance at that point and time I had $441 on my card. When they stopped my insurance, they also took all of my money that money belong to me. I should’ve been given at least a month to spend my money. The reason that I still had that money was because I was saving it to use towards my winter bills, my gas, my electricity as that is one of the things you can actually use it for. I want my $441 back knowing that it was already written off by them through the government so therefore they’ve actually made money off of stopping my insurance and taking back my money from my benefits card. What they did is not the way the insurance company should work based upon my research.

  

  Business Response

  Date: 01/24/2025

  Please see attached response. 

• Initial Complaint

  Date:01/08/2025

  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.

  11-21-24 I tested ******** *** ****** The next morning I called my doctor and he prescribed the antiviral ********* I had ***** in Nov. of 2023 & my doctor prescribed ******** last year also. The only area pharmacy that had the med last year was CVS in Jerseyville IL. Last year on 11-13-23 the ******** did not cost me anything. I checked area pharmacies this year & found that CVS was again the only pharmacy that had it. I went online to "My Humana" and saw that Humana showed the cost at CVS in Jerseyville to be $.89 for the 5 day supply. My husband made the 45 minute trip to get the med. CVS said it was going to cost $275.70, which is more than half of our monthly food budget. He thought about not taking it, but since I have a compromised immune system & was very sick he went ahead & purchased it. We called Humana several times & spoke with several different representatives & pointed out the fact that at the " My Humana" web site, under my account, the med was shown to cost me $.89 at CVS in Jerseyville. Finally one of the reps called & said a panel agreed that we would be reimbursed. He mailed us a form for reimbursement. He said to fill it out & return it with a copy of the CVS receipt. We mailed the form with the receipt on 12-9-24. Before they could have received it, we got a letter saying they would not reimburse us. After more calls, they still say no reimbursement & one rep hung up on me yesterday. I worked at a newspaper for 16 years & if something is advertised for a price it has to be honored, that is the law. As of today at 9:58 AM the "My Humana" web site, under my account, still shows the $.89 cost for the 5 day supply. That $275.70 is probably .000001% of the CEO's annual salary. Not much for him, but a lot for us.

  

  Business Response

  Date: 01/24/2025

  Please see attached response

  Customer Answer

  Date: 01/30/2025

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

  On the first page of the response mailed to me & also found in the pdf file that was sent, dated 12/17/2024, there is a brief mention of my "dissatisfaction receiving inaccurate cost on ********** web page for ******** *** ** *******". 

   At the bottom of that same page, it is stated that ******** is a Tier 3 medication. The last paragraph of the next page, third sentence states "This is at the copay listed in your "Drug Guide".

   I downloaded my Drug Guide. ******** is  one of 2 antiviral drugs prescribed to reduce symptoms & hasten recovery from *****. The other drug is ********* ******** is listed in the Drug Guide, under the Antiviral heading. Neither ******** or the generic name of molnupiravir is listed in the Drug Guide. The only place I can find anything about the cost, to me, about ******** is under the estimated drug cost function of the Humana website. Even now, as I am composing this email, The estimated cost is shown to be $.89 at CVS in Jerseyville. I realize that the cost shown is an estimate, but $.89 is not even close to the $275.70 that the med cost me. If I had known that I was going to be charged that amount I would have not had my husband pick up the med. I would have toughed it out with no antiviral. My husband thought it was a mistake & that it would be rectified. I called CVS to see if it could be returned & found that I could not. It is wrong that I could not find the real cost of the med this year. I have contacted the office of the Illinois Attorney General about this also. Humana has not responded to the fact that the estimated, very misleading, price is shown to be $.89.

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

  

  Business Response

  Date: 02/03/2025

  FUP Response has been sent directly to the member. 

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased A family dental plan two months ago and have not used the insurance. I’ve spent the last two months trying to find a local provider who actually took the Humana HMO plan. 90% of the network providers on Hannah’s website is incorrect They do not take the insurance. Finding a pediatric provider was even harder. I finally called today to cancel my plan and they would only reimburse me one month payment. I’ve called their customer service over 10 times in the last two months and I would greatly appreciate both months of my premiums back as the services were not used.

  

  Business Response

  Date: 01/14/2025

  See attached response from the business.

  Customer Answer

  Date: 01/14/2025

  
  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:01/08/2025

  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.

  For the date of 11/01/2021 ******** is showing I have an active policy with Humana, which I do not. ******** said I have to contact Humana to clear this "cross-over policy on the ******** file". To confirm this I spoke with a supervisor with ******** and they confirmed this is an issue that has to be resolved on Humana's end. I spent the better part of a day trying to reach someone with Humana who could resolve this and I kept getting transferred to outsourced representatives who had no idea how to resolve the issue.

  

  Business Response

  Date: 01/15/2025

  Please see attached response.

  Customer Answer

  Date: 01/15/2025

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

  This does not correct the issue. I was advised by ******** that Humana has not completed a process needed to be done to notify / update ******** that I no longer have this policy active.

  I am requesting that someone from Humana complete that process of notifiying / updating ******** so I no longer have this ongoing issue with ********, where ******** is showing this error.

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

  

  Business Response

  Date: 01/17/2025

  please see attached.

• Initial Complaint

  Date:01/02/2025

  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 have Humana Gold as my medical insurance company. On 07/01/2024 at 1:12 p.m. I called Humana to explain my unhappiness with my current provider and asked what I needed to do to move on to a different provider. The representative told my I absolutely did not have to call, mail, email or go into the old providers office to report I was changing doctors. After 59 min and 38 sec. of conversation with the representative, she then gave me a confirmation code, the PCP change to give to the new provider to insure payment to them. Effective July 1st, 2024 My first visit to the new provider was on 7/09/2024 and then again on 7/23/2024 Both of those bills have not been paid to this day. After 7 follow up phone calls to Humana by myself not paid. Humana has now been saying that the old provider needed to give them a referral code for me to see the new doctor. On 9/19/2024 After a 27 min call the representative was able to get the old doctors office manager, on the phone with him promising to call Monday morning with a code for the bills to be paid. He never did. After waiting yet another month I called on 10/16/2024 and was told absolutely nothing could be done unless the old provider gave them that referral code. I filed a grievance with Humana only to be told they are unable to process my grievance. So the bills are a total of $948.22 for those 2 visits and the current provider has not only not been paid I am responsible for this bill in the eyes of Humana. The promise of paid service was promised by Humana before I went to the new doctor. They claim I was not covered until Aug. 1st, although they gave me a code to move on knowing the dates I was to be seen, as I called on 07/05/2024 10 min conversation confirming that I was covered now. The previous doctors office that is involved in this as well will be filed in a separate claim, complaint.

  

  Business Response

  Date: 01/21/2025

  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: 01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: I appreciate the response from Humana, however it only shows documents of correspondence since the beginning of this situation, mostly being directed to and from ********** *****.  The response does not include any concerns for my complaint here. Showing denial letters does not give any attention to my matters.  The "investigation" should start by your team listening to the recorded phone calls made between myself and your representatives at Humana.  On 7/01/2024 you will hear that I was given a confirmation code of #************* changing the PCP to *** ***** office/********** *****.  You will also hear a phone call on 7/05/2024 where I called back in to verify I was good to go to the new PCP as of July 1st and also gave the representative at Humana during that call, all information regarding the time and date of my new doctors visits.  I was assured I was ok to move on. This was not a matter of life and death, my visits could have and would have waited until Aug. 1st which Humana is now saying should have been the new PCP date start.  I only get an apology that the first representative made " a mistake" I don't understand at all why this is now my responsibility.   I just went over this yet again on the phone on 1/15/2025 and your respresentative read to me, statements attached to both visits, which were on 7/09/2024 and 7/23/2024 that the "member" which is myself, is not responsible for payment. I have one last question for both the BBB and Humana to consider.  If Humana is not recognizing *** ***** office/********* ***** as my new provider, why did they pay for the referral orders given to me that first day.  I think since Humana not only promised payment for services to my new PCP but also gave me a confirmation code that I was good to go starting July 1st and no notice at al in any form was needed to be given to my old PCP. Thank you again, ***** ****
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:01/02/2025

  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.

  Since July 1, 2021, I have contacted Humana (corporate) numerous times in an attempt to stop receiving postal mail from Humana because I do not have and have never had their services. After successfully stopping the flow of postal mail from Humana in my name, it started up again under the names ****** ********, **** ********, ******* ********, and ******* ********, who have never lived at my privately owned home. I purchased the property at the beginning of 2020, and for the ten years prior, there was no mailbox at the property, and no residents lived there. Before that, the original owners who built the house in 1910 resided there and are now long passed away. Today, as I do a few times a year, I called Humana (corporate) and asked where they were getting their mailing list because I was tired of having to call and beg for this to stop. The response I received was that he could put me on the no postal mail list and I expressed that my address has been put on that list every year since 2021 and his response was, "Oh, the mailing list is only good for a year". So, with that said, I am now asking corporate to disclose the source of their mailing list so that legal notice can be sent to the marketer of my home address without my consent. I want this harassment to stop permanently.

  

  Business Response

  Date: 02/07/2025

  See attached response from the company

  Customer Answer

  Date: 02/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: I AM NOT A MEMBER OF HUMANA and your demand to make me sign a document that indicates otherwise is construed as FRAUD and DECEPTION. I will be turning this over to the Postal Inspector on Monday.

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

• Initial Complaint

  Date:01/02/2025

  Type:Product 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 received a medication that had been cancelled and received anyway. I was sent a return label and sent item back. Advised ********* case number and that item received by Humana. My account continues to show balance of 16.28$. I have made many calls and left on hold for a total of a couple of hours just to be disconnected before final resolution. Can’t get this resolved despite almost 2months of trying

  

  Business Response

  Date: 01/14/2025

  Please see attached response sent to the member. 

  Customer Answer

  Date: 01/14/2025

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

  There was no resolve given.

  The issue was a refund for a $16.28 pharmacy item that was returned and receipt acknowledged.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/17/2025

  Please see attached response.

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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.

  ********** **** Order Pharmacy will not send my med or billings and other CONFIDENTIAL INFO to my PO BOX. Instead it is sent to my residential address which gets lost or stolen. I do not wish confidential info sent anywhere EXCEPT TO MY PO BOX. I WANT ALL MEDICINE SENT TO PO BOX - EXCEPT FOR ONE MED I HAVE TO SIGN FOR- DELIVERED BY *** OR ***** TO MY DOOR. Check out this latest shipment ********************************** I AM NOW OUT IF THIS MEDICINE

  Customer Answer

  Date: 01/10/2025

  Customer has an updated mailing address, wanted the company to know since the complaint is over prescriptions being mailed to the customer. 

  The updated address is -  

  **** ***** ***  ******** ******** ** *****
  

  
  

  

  Business Response

  Date: 01/17/2025

  Please see attached response.