8 ‘Humana Medicare Advantage Plan’ Reviews
DO NOT choose a Medicare Advantage Plan
Humana Advantage is constantly denying services (preauthorization and payment) for covered services. My mom was "stuck" in the hospital because they refuse to pre-certify the next level of care. The SNF would not take her because she was too sick and Humana would not approve her to go to a rehab or long term acute care hospital where she could get the therapy she needed to recover. In short, the peer-to-peer yielded nothing. Then the hospital case manager filed an appeal...while I was standing there when she did it but the next day, they had no record of...then I filed an appear, which again the next day they had no record of. We had to get an Indiana State Representative to listen to our story and get personally involved to get her out of the hospital---like 5 days later. You can file a formal complaint with Medicare by calling 1-800-633-4227Â FREE. I also turned to social media to get the word out that Humana Advantage is terrible and never choose it. The only thing that will make this stop these terrible practices is their pocketbook so get the word out to keep others from having to go through all this. Also, open enrollment starts Oct 1 every year---be sure to change!
No X-ray facilities in network
Mother recently went to Humana Choice plan and found that there was no x-ray facility within 1 hour drive of our area. Several representatives sent me on a goose chase of two different facilities one that had no longer been open and then another 40 minutes away that was someones residence that did not do x-rays. What a joke. After several calls and more than 3 hours on the telephone with many agents, I was then asked to turn around and drive back to where I began my search for the original x-ray facility.
The supervisor I spoke with said she called to assure that they do in fact do the x-rays at this location as I told them I was not driving another 30 minutes to find that they can't do it. Wouldn't you know my gut told me to call the facility myself even after I was told they do the x-ray at that location and they indicated they were only a billing agency and did not do x-rays at this location. My 78 year old mother to this date has not been able to get the x-ray needed.
The mail order pharmacy has screwed up several prescriptions and not mailed ones that have been put in their system for weeks. So far not impressed and the customer service is horrible with automated phone calls, same complaints about caregivers not wanting to be spoken to and no immediate option on phone lines to speak with a representative. I had to listen to the same recording at least 10 times to get to the end when I could actually speak to a live person.
Humana, you need to step up the customer service and surely you should have appropriate network x-ray facility in all areas and someone that ensures your list of network providers are updated as they leave the network. I spoke with more than 5 persons that weren't aware that these facilities were not in their network or closed down. One residence where sent indicated that there father hadn't done x-rays in over 10 years. Hmmm....
Great sales pitch
I have been in sales for over 50 years and i know from experience that if you pitch something in what may seem like the right way you can and will get someone to buy anything - example the bridge to nowhere! But i always taught my salespeople to be honest with a customer because you would expect to treated the same way. They would and expected to be fired if it came to my attention that they lied to a customer just to make a sale and their commission...
Its really bad today that a lot of selling today is full of lies especially with insurance company . Before you buy into getting a certain plan it pay to ask questions first with your doctor, your local hospital, and your friends or co-workers if they have had any problems with this insurance company. This will save you dollars and lots of headaches- i have blue cross/blue shield for over 20 years and no headaches period!!!! It's your decision and money ---just think carefully before you decide- do your homework!!!
Worst customer service!
Do not choose Humana's Advantage Plan! (Unless you really like listening to long recorded messages and talking to software.) When you do get an actual human, you will be talking to a minimum wage employee who is probably terrified of losing their pathetic job. Customer service is only interested in following instructions to update your account information, not in listening to your question.
I had a billing problem with Humana. They deposited all my premium electronic payments, but for 5 months continued to tell me I owed an additional payment. My bank twice faxed them proof of payments and even spoke with them on the phone. It was impossible for me to find anyone in customer service to resolve this problem. Finally I mailed them copies of my bank's proof of payment and threatened to complain to my state insurance commissioner. It took almost a month, but I just listened to a recording that said I had no payments due.
I am having surgery in a few weeks and dread seeing how they screw up payments for that.
Will I be changing providers in October? You bet!
Cannot get out of hospital to rehab or snf
Humana will not answer social workers for 48 to 72 hours delaying hospital discharge and shifting cost burdon to hospital. they delay decisions when patient is ready for rehab or SNF. They either claim they do not have the clinicial information and subsequently find it 3 days later when faced with the proof; they say the service has been approved and then says, "Oops, we made a mistake; it wasn't" after forcing the patient to spend the weekend in the hospital. Their doctor does not honor peer to peer conference requests. In short they shift costs; do not take care of the patient and just want your money. If it is to Humana's advantage not to approve treatment you will not get it.
Good Benefits, Poor Customer Service
As the daughter of a Humana Medicare Advantage plan member, I have frequent contact with their providers, their Website and their customer service agents. My mother is 95 years old and has been a member for about five years. Overall, we are very satisfied with the benefits of Human’s plan. For $42 a month, my mother has access to almost any doctor or specialist she requires. There is a $15 co-pay for primary care doctors and a $35 co-pay for specialists. Hospital benefits are generous, and there are differing levels of benefits for other types of services.
However, if you have a problem, their Web site is generally useless and their customer service agents are unwilling to speak to family members, unless the family member submits multiple copies of consent forms, which Humana seems to consistently lost. My mother has signed and submitted no less than four consent forms over the past year, and none of them have found their way into her file. This means that every time I want clarification on an issue, I have to call from where my mother is located so she can verify that I am her daughter and I have the right to speak on her behalf. I don’t understand what happens to these consent forms, which I have faxed and sent by regular U.S. mail to the addresses and phone numbers they provide.
Their prescription drug partner is almost just as bad with the customer service issues. Unfortunately, the fees for next year are going up, and I now have to decide if I want to continue with Humana or find another provider that might be more attuned to the needs of their members. I feel sorry for senior citizens who do not have an advocate like me, since their Web site is frequently “down” or the information is outdated.
Again, the benefits of Humana’s Medicare Advantage plans are good and provide a solid safety net for those who need the assurance that their health needs will be met. However, I have to mark them down in terms of their web presence and customer support.