Humana Part D customer service is eld...
betty

Charlotte, NC

#22 Feb 15, 2008
If your mom has an advantage plan with Humana, in the North Carolina Plan, it serves as a medicare supplement replacement, but instead of owing the 20% co-insurance, she only owes a co-pay of like $15.00 for a Dr visit & $30.00 for a specialist. If she goes into the hospital, she will owe a Daily room charge, until she reaches her out-of-pocket limit for the year, then she would owe no more out of her pocket for the rest of the year.

This is a brief description of our N.C. plan, but it suffices to say that the representative you spoke with must be very careful to make comments about a plan that he is attempting to replace, because, he can get in big trouble, and maybe even lose his license. Before you proceed any farther, I would suggest that you call a Humana agent and get a better understanding of the plan.

J Ken Smith, Sr, Charlotte, NC
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.
betty

Charlotte, NC

#23 Feb 15, 2008
Please keep in mind that, if you are getting info about Humana's plan that it should come from an agent from Humana. If an insurance agent makes incorrect comments about the Humana plan, he could lose his license or be fired by the agency he represents. it is obvious that the rep you talked to doesn't have his facts straight and I woudl pursue this farther by getting an agent who represents the Humana plan to explain it. I am an agnt in N.C. and do not sell the Tenn plan, but I reasonably certain that your mothers plan is much like our plan. Best wishe, J Ken Smith, Sr, Humana agent in N.C.
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.
betty

Charlotte, NC

#24 Feb 15, 2008
I would suggest that you contact an agent who sells the Humana plan, for I believe you are getting info from an agent who just wants to replace your mom'm plan and sell his. It doesn't appear that he has his facts right. Check it out before you do anything, for her sake.

J Ken Smith, Sr (A Humana Agent in N.C.)
Casey

Louisville, KY

#25 Apr 30, 2008
Have ANY of you ever in your lives considered the possibility that Medicare sucks? Just a thought! Aetna, Humana, yadda yadda, they are RULED by Medicare guidelines, Medicare standards, GOVERNMENT STANDARDS! Check the medicare website, if humana is denying your drug as NOT COVERED, it's probably cause it's on Medicare's NOT COVERED drug list.
Humana Truth

Lima, OH

#26 Jul 17, 2008
My job is to get claims reprocessed that Humana screwed-up. I spend 8 hours per day contacting their customer service. If you are lucky enough to talk to one of their VERY few US call centers, the service is adequate. However, the vast majority of your calls to them will hit an overseas call center with an average hold time of 20-30 minutes before you talk to anyone.
After you do (hopefully) reach a person, roughly 15% of calls have a terrible connection and they will just hang-up on you because they can't understand you.(my phone lines work fine for everywhere else I call)If the connection is OK, then there is still a 35% chance they will hang-up on you if the question that you ask is not in their script. If you ask for a supervisor? You guessed it, they hang up on you. If you have more than one claim that you need addressed, many times they will go through the motions until you find out 20 days later that they never fixed it.
I don't think highly of very many insurance companies but Humana is right down near the worst if you ever need help. I can't imagine my mother having to call them on her own and get anything done. She would give up, as will many seniors and simply take the hit in their wallets.
MY ADVICE, is to immediately call your states department of insurance if you experience a problem like this. It may not do any good, but at least they speak english.
Mike- Oregon

Eugene, OR

#27 Aug 13, 2008
I have part D through Humana and my experience is terrible, I am 68 and can deal with the hassle and incompetence, but it is hard to visulize a 80 or 90 year old being able to handle all the crap Humana does.
There is no way I will stay with them and would urge everyone to dump them quick
That Guy

Providence, KY

#28 Oct 25, 2008
I'm really not certain what "Humana Truth" is talking about. Mainly because very little of Humana's call centers are located outside of the U.S., and those that are do not deal with claims processing.

As for Pharmacy reps, I don't know where that comes in either. I speak daily with dozens of pharmacies in an 8 hour period who manage to get a representative without any trouble, and 9 out of 10 times are able to either resolve the issue or get an explanation of why the issue can't be resolved.

If you are being hung up on, call Humana and request G&A rights. The offending representative can be terminated for knowingly and intentionally disconnecting a call. Likewise, denying a straightforward request to speak to a supervisor is an offense that can lead to termination.

I can only speak about the Medicare policies and plans, but off the bat I can say that the majority of complaints stem from a member misunderstanding of Medicare and Medicare Advantage plans. I've heard it referred to as everything from a plan "in addition to Medicare" to a plan "Just for my drugs". As for the donut hole, that's another sticky wicket right there.

The best, first, and most constructive line of dealing with any coverage issues is to call the Medicare Customer Service lines and describe the issue/ask any questions (1-800-457-4708). This line is open 8 a.m.-11 p.m. EST (8-8 in all U.S. time zones). With the current "perfect service" intiative, the company is pushing to educate and assist all Senior members. However, keep in mind that the representative you get may not be able to immediately resolve an issue. There are over 4 million members of Humana with Medicare plans. As a result, specialists for some issues are in seperate departments that are not accessible to members directly.
Benj

Punta Gorda, FL

#29 Nov 14, 2008
Mike- Oregon wrote:
I have part D through Humana and my experience is terrible, I am 68 and can deal with the hassle and incompetence, but it is hard to visulize a 80 or 90 year old being able to handle all the crap Humana does.
There is no way I will stay with them and would urge everyone to dump them quick
I don't know who hired some of the people Humana uses. They are like humanoids. They have a set speech and program and insist on boring you with their canned speeches. They talk tiers of drug level before you even mention the drugs. All most people want to know is "how much?" You should be able to list the drugs, they punch them in and bam, you get the costs but they insist on driving you bonkers by speaking in terms that are totally uncalled for and redundant. Bottom line, 2 years with Humana and I am not renewing with them for 2009 and urge NO one to consider them for Part D under any circumstances.
Dan C

Columbia, SC

#30 Dec 15, 2008
Anyone who enrolls in Humana's prescription drug plan is in for a nightmare. I won't even describe the difficulties we've had--a payment ignored (and dunning letters repeatedly insisting upon payment even though I have been told--repeatedly--that the error had been corrected; finally paid just to get out of the system). And do not cancel your policy during the new sign-up period over the phone. Send a registered letter with return receipt. One of my neighbors cancelled by phone and then followed up with a letter. He was later told that they had not received a cancellation. He was stuck with them for another year. Dealing with Humana is like dealing with an American version of the Mafia--without the honor.
Larry Howell

New Castle, PA

#31 Feb 18, 2009
As a newcomer to Medicare Part D, I made the unfortunate decision to select Humana as my Part D provider.

My experience with Humana has been exceptionally frustrating from day one. I have 8 prescriptions. On January 2nd, I had to work with the pharmacist and call Humana with each prescription to get the prescription entered in their system...about 30 minutes for each prescription. Their comment,"It usually takes until the first week of February to get all of the new members entered into the computer.

...and do not assume that "Pre-authorization" will be a smooth process.

The Humana program is a "closed formulary" program. Pre-authorization of a prescription not included in their closed program means that your prescription will not be approved is that are any prescriptions in their formulary that even closely resembles the function of your prescription.

If the out of formulary prescription is approved (no comparables for PROVIGIL are available), don't jump for joy just yet. My out of formulary prescription price imposed by Humana is $347 per month!

My recommendation...look elsewhere for Part D and be very sure that your prescriptions are included in the Plan you select.

...and, under no circumstance choose Humana.

Juat my opinion.
dandyfop

Fort Thomas, KY

#32 Mar 16, 2009
Humana is god-awful- but medicare part d itself is a horrendous joke unless you qualify for the *extra help* from social security.
Bernie

Columbus, OH

#33 Jan 9, 2010
Humana dropped my medicare supplement program for a whole area and didn't let us know. I found out when I went to get my prescriptions. I complained to the Ohio Department of Insurance and sent a letter to Humana. Like others, Humana didn't respond to calls, e-mails, or the letter. Their own booklet indicates what they did was a breach of contract. If I knew others who were in the same cancellation, I would join them to sue Humana. Other wise, I've no insurance until I can find another source.
rosa

Florence, AL

#34 Nov 5, 2010
i am helping my elderly mother with this medicare policy, so i humana going out of business? or is this only for humana gold choice plans? any help appreciated thanks confused!!!
Carolyn

Fort Mill, SC

#35 Jan 24, 2013
too bad that all these posts are old. I have spent 4 hours on the phone with representatives. I currently have part D. Pharmacy said my drug is not covered (generic), rep says yes. Then in my presence pharmacy called Humana and was told "No, drug not covered. When I got back home again rep from Humana says drug covered and what I should do is keep trying different pharmacies to see if one would cover it. The pharmacy I went to is on their preferred pharmacy list.
Adam

Adrian, MI

#36 May 26, 2013
I got through to a live human being ONE time out of 49 tries over a two week period between 9 am and 5 pm.

Their "robotic call prevention system" does not understand my extremely thick "American" accent, and it apparently does not properly interpret the touch tones (DTMF) on my phone since it denies my "Member ID number" is valid and advises me they have "No Record" of my SSN.

There is NO DOUBT that Humana is a Fraud Operator. THey take money from the US Government under false pretenses -- specifically "claiming" falsely that they have a "customer service" telephone number answered by human beings when the FACT is that they do not -- that is a LIE.

Additionally they CLAIM they have nurses and the FACT is that they do not.
Fran

Mt Meadows Area, CA

#37 Jun 17, 2013
dandyfop wrote:
Humana is god-awful- but medicare part d itself is a horrendous joke unless you qualify for the *extra help* from social security.
No one hardly can qualify for extra help GET REAL PEOPLE The government hates us cause we are old and of no use to them
solidarity

Jensen Beach, FL

#38 Jan 3, 2014
Me- Louisville KY wrote:
Neither Humana or Medicare covers viagra, Ms. Virginia.. sorry bout your husband's luck
Some Humana (Medicare Part D) policies cover 4 Viagra tablets/30 days supply. And or 12 tablets/90 days supply.
solidarity

Jensen Beach, FL

#39 Jan 3, 2014
Carolyn wrote:
too bad that all these posts are old. I have spent 4 hours on the phone with representatives. I currently have part D. Pharmacy said my drug is not covered (generic), rep says yes. Then in my presence pharmacy called Humana and was told "No, drug not covered. When I got back home again rep from Humana says drug covered and what I should do is keep trying different pharmacies to see if one would cover it. The pharmacy I went to is on their preferred pharmacy list.
If Humana said the drug is not covered, it is not covered, since they are the plan payer or plan sponsor. This information provided by Humana was totally based on their formulary for that specific policy. Coverage of a drug will not change with the use of a different pharmacy. Pharmacies will transmit the claim electronically and the coverage is determined by the insurance company electronically (in this case Humana, the plan sponsor). A drug not covered by Humana at Walgreens, is the same at CVS, and the same at Walmart, or in any other pharmacy for that matter) Humana (and other insurance Co.) uses a formulary, and it determines as per policy number (and plan #) what is covered or what is not. The coverage is not based in a particular pharmacy, but in the policy and plan number.
James

Mesa, AZ

#40 Mar 14, 2014
I have been trying for 3 monthes to have my Rx for diabetes medicine approved and paid by Humana, all I get is stone walling. They asked for all sorts of "Pre Approval" forms that are nothing but a smokescreen to avoid paying for common diabetes medication. Humana is nothing but a pure ripoff, avoid this insurer at all costs!

I would also be interested in joining a class action lawsuit agains't this insurer.
Scott Waterhouse

Scottsdale, AZ

#41 Apr 1, 2014
I notice most of the posts are old. I made the mistake of signing up for this plan effective April 2014 (today). BIG MISTAKE. It is now 2014 and all the prior complaints remain valid. This is the least customer friendly company I have ever seen - far worse even than a cable company. Fortunately I canb change plans in October!

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