Humana Part D customer service is eld...

Humana Part D customer service is elderly abuse

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Kaye

Carmichael, CA

#1 Mar 10, 2006
Humana does not answer it's email at all, even though their voice mail urges you strongly to utilize their website.

If you can get a person on the customer service line after 2 hours, you are fortunate. And then you are rewarded with a nasty, bitter, dishonest rep who hates his job and hates you.

Humana is causing hundreds or thousands of Medicare beneficiaries to lose their benefits by allowing them to disenroll without warning them that they are using their 2nd Election. The limit for elections is 2 per year.

Humana is a failure to seniors and disabled people, all vulnerable to this kind of abuse.
Deb

Boynton Beach, FL

#2 Mar 17, 2006
I agree with You 100% besides the terrible service I have phoned Humana 4 times and have been DISCONNECTED 3 out of 4! I honestly believe when a CSR Doesnt know the answer they hang up! TOTALLY disorganized! Although my mom joined ASAP when she received the info from them concerning Part D in Nov, she did not receive her card until mid Feb and her pharmacy refused to send Humana the 1/1/06 forward information so we had to mail it, which they have had it for 4 weeks! However they still SHOW that she has not met her deductible although she has spent @$500 on drugs since 1/1!! Humana has been a total disappointment and we are recommending to everyone to GO WITH AARP'S PROGRAM. Mom will be!
Betty

United States

#3 Apr 22, 2006
Kaye wrote:
Humana does not answer it's email at all, even though their voice mail urges you strongly to utilize their website.

If you can get a person on the customer service line after 2 hours, you are fortunate. And then you are rewarded with a nasty, bitter, dishonest rep who hates his job and hates you.

Humana is causing hundreds or thousands of Medicare beneficiaries to lose their benefits by allowing them to disenroll without warning them that they are using their 2nd Election. The limit for elections is 2 per year.

Humana is a failure to seniors and disabled people, all vulnerable to this kind of abuse.
REPLY: My concern is that they are allowing seniors to cancel their supplemental insurance, thinking that Humana will cover their needs.
My understanding from talking with a representative is that Humana is, basically, duplicating Medicare but you still have to keep Medicare. You are paying for both but can only use one for each claim, which means that the senior is responsible for the 20% that is not covered by either. Do I have the correct understanding??? Thanks for your input.
Kaye

Carmichael, CA

#4 May 7, 2006
I don't know the answer to your question, but the Medicare forum at www.aarp.org is an excellent place to ask your question!

Good luck!
maria

Louisville, KY

#5 Sep 19, 2006
It is my understading that if a person cancel's their supplement for a medicare/advantage plan they are eligible to disenroll and get that supplement back as long as they are still within 1 year of enrollment of that advantage plan. They are not eligible to get this at the same rate they had before but what ever the going rate is at that time. I am not sure how this would effect the Part D especially if the supplement does not offer a D portion with the plan.
maria

Louisville, KY

#6 Sep 19, 2006
Betty wrote:
<quoted text>
REPLY: My concern is that they are allowing seniors to cancel their supplemental insurance, thinking that Humana will cover their needs.
My understanding from talking with a representative is that Humana is, basically, duplicating Medicare but you still have to keep Medicare. You are paying for both but can only use one for each claim, which means that the senior is responsible for the 20% that is not covered by either. Do I have the correct understanding??? Thanks for your input.
It is my understading that if a person cancel's their supplement for a medicare/advantage plan they are eligible to disenroll and get that supplement back as long as they are still within 1 year of enrollment of that advantage plan. They are not eligible to get this at the same rate they had before but what ever the going rate is at that time. I am not sure how this would effect the Part D especially if the supplement does not offer a D portion with the plan.
Roger

Atlanta, GA

#7 Oct 27, 2006
I'm not sure if this is where I sould express my disatisfaction with Humana, but I hope so. I enrolled for Humana God Choice and was led to believe that I would be insured with the same benefits as I had with Medicare plus prescription coverage. Since June 1, 2006 I have enjoyed the prescription coverage, however, when trying to see
my doctor, I was advised they did not accept Humana Gold Choice, and when I tried to find another doctor to see, none of them accept Gold Choice. After calling so many doctors in my area, and none accepted Gold Choice, I called medicare and was told I could drop Humana and return to original medicare coverage which my doctor and all other doctors I spoke with said they do accept original medicare but not Humana Gold Choice. Also, for me to switch back to original medicare coverage, I could request the change after November 13, 2006 but it would not take effect until the 1st. of January 2007. This means I have no medicare coverage until then. After several, rather many, attempts to contact via phone Humana, with no sucess, I have written the Corporate Office of Humana with my concerns and pray I will have an accepted response shortly, if not, I plan on taking the appropriate action with my state's Insurance Commissionor and legal representation to assure I have coverage to see my doctor.
My advice, be cautious of accepting Humana Gold Choice as it has proven to be a disaster for me.
Margie

Plant City, FL

#8 Nov 6, 2006
All this sounds so familiar. I too was advised by the Humanna rep that the specialists I needed accepted the plan. They don't...none of the doctors, including eye doctors accepts this plan. I think its a scam..legalized by our state insurance commissioner no less.I can't get out of it until the first of the year..then I'm going back to Medicare w/AARP.
Theresa Scheatzle

AOL

#9 Nov 6, 2006
Deb wrote:
I agree with You 100% besides the terrible service I have phoned Humana 4 times and have been DISCONNECTED 3 out of 4! I honestly believe when a CSR Doesnt know the answer they hang up! TOTALLY disorganized! Although my mom joined ASAP when she received the info from them concerning Part D in Nov, she did not receive her card until mid Feb and her pharmacy refused to send Humana the 1/1/06 forward information so we had to mail it, which they have had it for 4 weeks! However they still SHOW that she has not met her deductible although she has spent @$500 on drugs since 1/1!! Humana has been a total disappointment and we are recommending to everyone to GO WITH AARP'S PROGRAM. Mom will be!
I don't quite understand! I have been with humana since the part d inception and had called them at least a dozen times and although I did have to wait and sometimes been transferred to other individuals I have NEVER encountered a disrespective person. They have been so completly honest and helpful that I will surely join again this year. The drug plan has saved us thousands of dollars and a heavy burden has been lifted from our lives. Before enrolling I made sure all our drugs were covered and asked our physician for generics when they were available. When joining another plan make sure your doctor accepts that plan and make sure all your drugs are covered under the plan. It is very important that you do this. Another thing to be careful with is the "donut hole". The premium is sometimes more expensive but comes out to be the least expensive because it covers the "donut hole" for all generics. Good luck with your next plan and remember you can only apply from Nov.15th to Dec.31 and this will be for the whole year. You cannot change to another this year like you did in 2006.PS: I searched AARP and found it was more expensive because of the way they tier the drugs. Good luck again. [email protected]
Sheila from Wisconsin

La Crosse, WI

#10 Nov 7, 2006
I am trying to help my mother and hopefully someone can help me. She has been on Humana now for, I believe, 2 years. It was great when she was well and did not go to the MD much but she has contracted Parkinson's and is being 15 and 30 dollared to death (not to mention a 500 payment to the hospital for respiratory therapy). A friend has Medicare and AARP, pays 140-something a month and gets everything paid for: hospital, MD visits, etc. Went to local Center on Aging and was told if she switches back to Medicare they can put restrictions or a rider, I guess, on her Parksinson's, asthma, etc. and she indicated my mother is basically stuck with this plan. She said you have 1 year to get out and that has passed in mother's case. Tried to search Medicare on the web but have been unsuccessful. I really need to talk to an unbiased person (not associated with any insurance company) to give me advise, I think, but not sure where to find that person. Anyway, any advise would be appreciated.
Mike

Plymouth, MN

#11 Nov 9, 2006
Ok, Let me clear something up. As far as calling up a company to recieve coverage for anything medicare related, to avoid any type of confusion with coverage, you should ask for coverage on a medicare letter basis. For example Medicare Part A is hospital insurance, for actual visits to the hospital. Medicare Part B is medical insurance, for any type of medical equipment such as lancets, wheelchairs and even ambulance coverage. Medicare Part D is ONLY coverage for prescription drugs and does not include health or medical, now this being said, there is a Medicare Part C that covers Health AND Prescription drug coverage. And an example of a plan that covers this would be Secure Horizons which youcan type into any search engine such as Yahoo.com to learn more about. Now, the reason for me explaining all this is whenever you call a company looking for insurance for any of the above, just use those names so that there is no way you come out with the wrong plan. If anyone has any other questions at all feel free to contact me at my e-mail at [email protected]
Vickie B from NC

Eden, NC

#12 Nov 25, 2006
Sheila, I am an independent agent in NC and do not sell insurance in WI. My suggestion to you would be to look at the Medicare Advantage plans that have low co-pays and out -of-pocket limits since we are currently in the annual open enrollment period (which gives you until the end of December to make a decision and get the enrollment submitted if you choose to change plans). The Benefit Summaries are on the Medicare website in exactly the same order for all plans. Section 1 tells you the premium and out-of-pocket limit if the plan has one. Note that some plans do not have an overall limit but may have an out of pocket limit for hospital co-payments only. Most, but not all plans in NC have an overall limit and it will be stated in Section 1. I am not licensed in WI and I am not qualified to advise you on the plans available in your area but you can search Medicare Advantage (Health) Plans and Prescription drug plans by zip code on the Medicare website. Generally, you get more bang for your buck choosing your Medicare Advantage health plan and prescription plan separately. While I could not recommend a particular plan without talking to you personally, I would definitely look at the Pyramid Life Today's Options Premier Plan which has a $0 plan premium in my area, relatively low co-payments and out-of-pocket limit, and the Advantra Freedom Plan from Coventry which has a $98 monthly plan premium in my area but has very few co-payments and an out-of-pocket limit of $1000 in my area. These numbers will vary by area and may not be available in your county but you can check the Medicare website or call the plans for more info. Then once you have determined which plan fits your mom's situation best, search for the best drug plan by entering her actual drugs on the Find a Prescription Drug Plan link on the Medicare website. You can see the estimated cost based on the drugs you enter for all the drug plans in your area and you can also see what the drug costs would be for the Medicare Advantage Health plans that include drugs in their plan. Be careful in choosing a health plan with drug coverage that you re-check the co-payments and out-of-pocket costs because they usually are different depending on whether drugs are included in the plan. (The Pyramid plan in our area keeps the same co-pays, etc but for all plans the drug co-pays, out-of-pocket limits, “gaps”, etc are separate from the health plan limits.) I know this is a lot of info and can be confusing so take your time. You might want to do a spreadsheet or table to compare each benefit category and the co-pays on the plans you are considering. I hope this helps you Sheila. Also, I would be remiss to not share that I have had clients that were thrilled with their Humana coverage but it all depends on putting the right plan with the right person considering all of life’s possibilities and having clients that are very clear on the advantages and disadvantages of their plan choices. Vickie B from NC
Virginia

Arlington, VA

#13 May 29, 2007
Add my name to disgruntled Humana Part D members. I have sent MANY hard copy real letters. Not one has been answered! I have been trying for 3 months to get a refund (paid Humana premiums and then Medicare began withholding). So many other problems. Today I got a letter than even though the drug my doctor prescribed is on their formulary, "safety or plan limits will not allow Humana to provide the full amount that was prescribed". They authorized a temporary partial dispensing but will not allow the full dispensing + 1 refill. This is a Rx for 40 pills for $5.88! My husband has a Rx for 20 pills but Humana will only fill it 4 at a time. Humana pays not a penny on either one of these Rx's as we are still meeting the annual deductible but you would think that it is all coming out of their pocket. With the experiences I have had with Humana on the Part D I would NEVER EVER consider buying a Medicare supplementary policy.
Me- Louisville KY

Louisville, KY

#14 Aug 28, 2007
Neither Humana or Medicare covers viagra, Ms. Virginia.. sorry bout your husband's luck
karen fox

Fort Worth, TX

#15 Oct 12, 2007
I have been calling customer service @(800) 281 6918 for six weeks now. They all tell me they will resolve the problem and call me back. To date, no one has called me back, much less resolved the problem.
It is a very simple request. I was put in the standard prescription plan in error. I wanted the enhanced plan. Before the application process was even completed, I saw the mistake entered on MyMedicare.Gov . I called Humana immediately. The very first call I was told it was still in the application process. He tried to track it and told me that he could not change it right then because he was unable to access it in the middle of the application process. But that it could be corrected after the approval went through.
Everyone (I have talked to Lisa, Kathy, & Sappana, Marco, and many more.) I have spoken with in the customer service department tells me it should not be a problem because they see the notes of all my calls and that I requested it to be corrected when the application was still in the approval stage. Every time I call, to go through the whole telephone process and again explain the problem, takes a minimum of 30 minutes, often much longer. I have demanded to speak to a manager twice, and was told Marco was the manager. Last week I asked repeatedly,“can you at least tell me what is the problem? I need to order my prescriptions”.
I am told that Humana records all phone calls. These will verify not only that I requested the enhanced program, but also the number of people that told me it could and should be taken care of, apologized for the problem, and thanked me for my patience. Kathy told me yesterday that Humana does not do business that way and apologized for the delay. She said “she did not see in my information that I had signed a form for the standard plan. But that it would not matter anyway because the notes clearly showed my requests for the enhanced plan from the beginning”. I told her it is time for me to order prescriptions and that time is of the essence at this point. She promised me that she personally would walk over and make sure Marco took care of it and would call me back yesterday. No one called.
Today, I talked to Maria Mata who tells me she is a manager and that there is no "Marco" in that department. After six weeks of being told I will be enrolled in the enhanced program, Maria today tells me that the enrollment department says I cannot "change" plans until the open enrollment period. She says I signed a request for the standard plan. I actually enrolled over the telephone. Now that I am disabled, I surely would not request a standard plan. And again, I talked to so many Humana customer service representatives that verified they saw evidence I called to correct it when the mistake was first entered.
I don't know if I am being discriminated because I am disabled and I am required to use several prescriptions. But I do consider this whole situation to be fraud. If there was a problem with my enrollment, I should have been informed six weeks ago.
The Humana Guidance sheet plainly states that I can request a written response if my complaint can't be resolved during the telephone conversation. The recordings will prove I have twice requested this. I have received no call backs, and no written response.
Lori

United States

#16 Oct 17, 2007
Hi Karen,

I would contact your rep (if you signed up with one) and have them get involved for you. That is what I do for my clients that run into problems.
karen fox wrote:
I have been calling customer service @(800) 281 6918 for six weeks now. They all tell me they will resolve the problem and call me back. To date, no one has called me back, much less resolved the problem.
It is a very simple request. I was put in the standard prescription plan in error. I wanted the enhanced plan. Before the application process was even completed, I saw the mistake entered on MyMedicare.Gov . I called Humana immediately. The very first call I was told it was still in the application process. He tried to track it and told me that he could not change it right then because he was unable to access it in the middle of the application process. But that it could be corrected after the approval went through.
Everyone (I have talked to Lisa, Kathy, & Sappana, Marco, and many more.) I have spoken with in the customer service department tells me it should not be a problem because they see the notes of all my calls and that I requested it to be corrected when the application was still in the approval stage. Every time I call, to go through the whole telephone process and again explain the problem, takes a minimum of 30 minutes, often much longer. I have demanded to speak to a manager twice, and was told Marco was the manager. Last week I asked repeatedly,“can you at least tell me what is the problem? I need to order my prescriptions”.
I am told that Humana records all phone calls. These will verify not only that I requested the enhanced program, but also the number of people that told me it could and should be taken care of, apologized for the problem, and thanked me for my patience. Kathy told me yesterday that Humana does not do business that way and apologized for the delay. She said “she did not see in my information that I had signed a form for the standard plan. But that it would not matter anyway because the notes clearly showed my requests for the enhanced plan from the beginning”. I told her it is time for me to order prescriptions and that time is of the essence at this point. She promised me that she personally would walk over and make sure Marco took care of it and would call me back yesterday. No one called.
Today, I talked to Maria Mata who tells me she is a manager and that there is no "Marco" in that department. After six weeks of being told I will be enrolled in the enhanced program, Maria today tells me that the enrollment department says I cannot "change" plans until the open enrollment period. She says I signed a request for the standard plan. I actually enrolled over the telephone. Now that I am disabled, I surely would not request a standard plan. And again, I talked to so many Humana customer service representatives that verified they saw evidence I called to correct it when the mistake was first entered.
I don't know if I am being discriminated because I am disabled and I am required to use several prescriptions. But I do consider this whole situation to be fraud. If there was a problem with my enrollment, I should have been informed six weeks ago.
The Humana Guidance sheet plainly states that I can request a written response if my complaint can't be resolved during the telephone conversation. The recordings will prove I have twice requested this. I have received no call backs, and no written response.
Dave from wisconsin

Lancaster, WI

#17 Nov 3, 2007
Sheila from Wisconsin wrote:
I am trying to help my mother and hopefully someone can help me. She has been on Humana now for, I believe, 2 years. It was great when she was well and did not go to the MD much but she has contracted Parkinson's and is being 15 and 30 dollared to death (not to mention a 500 payment to the hospital for respiratory therapy). A friend has Medicare and AARP, pays 140-something a month and gets everything paid for: hospital, MD visits, etc. Went to local Center on Aging and was told if she switches back to Medicare they can put restrictions or a rider, I guess, on her Parksinson's, asthma, etc. and she indicated my mother is basically stuck with this plan. She said you have 1 year to get out and that has passed in mother's case. Tried to search Medicare on the web but have been unsuccessful. I really need to talk to an unbiased person (not associated with any insurance company) to give me advise, I think, but not sure where to find that person. Anyway, any advise would be appreciated.
The truth is that she most likely will not be able to get back on traditional Medicare Supplement. If she was in her first year trial period in a MA plan she could go back to the Medicare Supplement that she came from. They can not put riders or restrictions on a Medicare Supplement policy. They have health questions on the application and with your mothers Parkinson's most if not all Medicare Supplement companies would not take her. Maybe when it was sold to her, she did not understand the lock in period. If that was the case than you should talk to Medicare about this.
vic jillson

Salt Lake City, UT

#18 Dec 30, 2007
Wow, right on the nail head. Todays Options, is Houston Based and is a "Service FOR Profit" Medicare company..They have a clear track record of denying claims -for any number of reasons, knowing full well that if they deny the claim and retract the funds from your providor that- they have the funds to invest again for ---let's say---6 months or however long it takes you, the patient, to get the issues resolved---and they eventually pay the claim.

In my case nearly $24,000.00 - HOW MUCH MONEY DID THET MAKE RE-INVESTING YOUR CLAIM funds? Now multiply that amount by ---say 1000 claims. It really adds up. I'm in the process of again calling them (in the Philipeans) and contacting the Home office in Houston. Maybe if someone like Glenn Beck or Rush Limbaugh gets the word, 20 million people will be aware of their tactics and Pyrmid Today's Options will be out of business.
This is no Joke, and probably borders on FRAUD.

Please E-Mail me with your story at---> [email protected]
You haven't heard the last of this issue.
Pedro

Naperville, IL

#20 Dec 30, 2007
Better than all of those suggestions that I made are the following…

Medicare Fraud Abuse Hotline (You can anonymously e-mail them.)
http://www.medicare.gov/FraudAbuse/HowToRepor...

Centers for Medicaid and Medicare Insurance (I believe this is actually the CORRECT place to file a greivance.)
http://www.cms.hhs.gov/

Your State’s Department of Insurance (Believe me, they listen to these guys and you’ll get faster results than you ever expected.) Once Humana checks with their legal department, of course.)

Kentucky Office of Insurance
http://doi.ppr.ky.gov/kentucky/

And of course, copying the Kentucky Attorney General’s office can’t hurt, either…
http://ag.ky.gov/

Please be aware that a lot of them will not accept complaints unless they are done on their forms and the instructions are followed.

But this will certainly give you piece of mind than a Topix forum, believe me, because it works.

Pedro
Randy

Hazleton, PA

#21 Jan 30, 2008
I manage a pharmacy and we try to do everything we can to help our customers get their claims approved or help solve issues with their insurance. Humana is virtually impossible to communicate with.. Any phone numbers that we use gets us to a message directing us to FAX our questions. You CANNOT talk to a live person or get acknowlegement that they have recieved your fax. They make it very difficult for us to help our customers.

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