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

• 

  CenterWell Pharmacy

  PO Box 745099 Cincinnati, OH 45274

• 

  Humana Insurance Company

  PO Box 105838 Atlanta, GA 30348

• 

  Humana Insurance Company

  100 Mansell Ct E Ste 400 Roswell, GA 30076

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:07/21/2025

  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 June 10, 2025, I underwent a medically necessary deep cleaning procedure at my dental provider. The treatment included local anesthesia and irrigation, both of which are standard parts of periodontal therapy and were clearly documented in the provider’s claim submission. Despite this, Humana denied coverage for the anesthesia and irrigation portions, classifying them as non-covered services.
  
  This denial is unreasonable. Anesthesia is not optional in a deep cleaning—it’s necessary to complete the procedure properly and humanely. Irrigation is also standard practice in periodontal therapy and contributes to the success of the treatment.
  
  I contacted Humana for an explanation, but I received a generic response with no specific reasoning or reference to any policy exclusions that would justify the denial. Humana’s lack of transparency and refusal to cover essential components of care is unacceptable.
  
  Resolution Requested:
  • Immediate review and reversal of the denial for anesthesia and irrigation related to the June 10, 2025 procedure.
  • Clarification in writing of the specific coverage exclusions being cited.
  • A written assurance that medically necessary components of covered dental services will not be arbitrarily denied in the future.
  
  Humana’s actions caused unnecessary out-of-pocket costs and are not aligned with fair or ethical coverage practices. I am requesting BBB intervention to prompt a proper review and resolution of this matter.

  

  Business Response

  Date: 07/31/2025

  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: 07/31/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they did not help
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/15/2025

  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 was sent by Humana to a dentist to have my teeth fixed. While there the broke my partial and told me they couldn't fix it. said i would need a new one. I now can not eat as it causes blisters in my mouth and pain while chewing. I contacted Humana about this issue and was told i had to fill out a grievance form. I did this now i'm being told it may take 90 days to resolve this issue. I am unable to eat and have blisters in my mouth preventing me from eating. I went to a dentist yesterday to see if anything could be done and was told the other dentist should of never tried to adjust my partial as it was metal. I was informed due to there neglect i need a set of all new partials. I can not wait 90 days for Humana to figure out what they want to do. They sent me to this dentist. I need this expedited so i can eat properly and not be in pain with blisters in my mouth.

  

  Business Response

  Date: 07/22/2025

  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: 07/22/2025

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

• Initial Complaint

  Date:07/15/2025

  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.

  Hello...
  
  I made two separate payments for my April, May, and June Humana premiums. On May 13, 2024, I paid $215.80 to cover April and May, and on June 5, 2024, I paid $107.90 to equal a total of $323.70. Shortly after, a foundation that pays my premiums - ********** ********** - sent a check for $431.60 to cover those three months (and July) as well. This resulted in Humana being paid twice for these three months. On June 12, 2025, I spoke with ***** ** (I believe* *****) from Humana; he reviewed my payments, spoke with a ********** ********** representative to further confirm my payments, and confirmed that I was owed $323.70. After speaking with Humana for several hours over the course of numerous months (including the time that I spent trying to resolve this issue before speaking to Jasin), on July 14, 2025, I was told by ******* *** a Humana account supervisor, that a "level 2" supervisor refused to take over the call from her; that I could not be reimbursed my money; and that I needed to file a grievance with Humana. I would like to receive my money back.

  

  Business Response

  Date: 07/18/2025

  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: 07/21/2025

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

  The grievance process pertains to if I am displeased with the service that I have received.  While I am quite displeased - no one wants to be ignored or dismissed - I want to be reimbursed my money.  Humana was paid twice for three months and now owes me for the duplicate payment.  After spending hours reviewing payments, they initially agreed that they indeed owe me a refund and agreed to pay me my refund, but then mistakenly sent the refund to the grant foundation.  Now, they are telling me to express my dissatisfaction through a grievance process rather than working towards refunding my money.  I find this to be unacceptable, and while I filed the grievance process, as they asked me to do so, I have no interest in an apology for being ignored or treated poorly.  I want my money back.  As for the appeal, those questions pertained to some claim not being covered, so I did not complete the appeal form, as an uncovered claim was not my issue.  What is their process for refunding my money?  That is the process that I would like to engage.  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 07/23/2025

  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: 07/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is not satisfactory to me. However, I will wait to receive their response regarding the grievance and appeal and proceed from there.
  
  
  
  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:07/14/2025

  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.

  I regularly get my medications refilled by Centerwell Pharmacy for mail in prescriptions since one of my prescriptions is not filled by a local pharmacy anymore. I get my pain prescription ******** refilled from you guys and it is a controlled substance. My doctors office is always good about sending in the pre-authorization two weeks prior to due date on a Monday to ensure that my prescription can arrive before I run out of my crucial medication. This company has a guarantee for controlled substances for 2 day shipping. Not the case for me, false advertising.
  
  My recent order ********** was placed on 6/17/25 and we are currently in July it is 7/12/25. I have called to speak with a centerwell representative 7/09 and they informed me that my order would be shipped and delivered by Thursday 7/10 to my house and this did not happen and my delivery date got pushed in the centerwell app. Next, 7/10 comes around and yet again call Centerwell about my ******** order and again the centerwell representative stated it would be sent out 7/10. Next, 7/11 comes around and I open the centerwell pharmacy app and my delivery date was pushed and it still has not been shipped and says "processing". I literally only have 2 days left on my prescription to last me and the centerwell representatives all tell me to go to the hospital when I run out of my medicine. I called again to Centerwell and on 7/11 is speak a centerwell advocate by the name Lynn and she listen to me complain about the many delays in my order, and come to find out that the previous representatives have been lying to me about my due date and may have been changing the delivery date on my account. Lynn, did a three way phone call with me and the dispensary and come to find out my prescription ha been sitting in the dispensary waiting to be picked up by a employee for shipping, when multiple days have passed and nobody has done anything to ship this. Lynn said the date 7/14. I get to spend 2 days in the hospital, no med

  

  Business Response

  Date: 07/18/2025

  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: 07/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It does not solve anything at all. All it's basically saying is to take my complaint/grievance somewhere else They give me the complaint number and address to file a complaint with them. It's a part of Humana that handles complaints. This response is horrible and they make sure that nothing gets resolved. I will call that number AND write a formal complaint anyways, since Humana has made it very clear that they don't care about their guests nor do they care to hear any complaints. So whoever this Rhonda person is from Humana, just gave me a non caring response and told me she doesn't care and is just there to get paid. At this point I'm willing to file a class action lawsuit against this company and rightfully so. Thank you BBB for your time and help.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:07/09/2025

  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 contacted this company several times about complaints which go ignored. I need a motorized wheelchair which my doctor has sent everything in for and they claim they have not received anything. Apparently they lost it. I am a prisoner in my own home without this DME and they just keep delaying it with excuses. They are a sorry excuse for a health insurance company

  

  Business Response

  Date: 07/17/2025

  The response was sent directly to the member. 

  Customer Answer

  Date: 07/17/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not understand 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:06/30/2025

  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.

  My Medicare D coverage is through Humana. Each month I receive a summary of the medications that have been filled and charged to my account. The errors began on Feb. 28, 2025 and the statement I received today continues to have the same errors. Each month I receive charges filled by the ****** *** ** ******** I have not taken these meds, nor have I ever lived in Florida. One of the medications filled is ********** which is a controlled substance, which needs a driver's license to fill. This month three of the twelve meds charged to me were mine, the others were not. I have called Humana at least twelve times, I have been given reference numbers and INC numbers. Each person is going to "call me back" resolving the issue, but the call never comes. One supervisor informed me that the person ****** *** has been filling meds for is deceased. Yet the charges continue. These appear to be fraudulent charges. I would appreciate your assistance in solving this problem- Human doesn't appear interested in helping me. Thank you very much.

  

  Business Response

  Date: 07/09/2025

  Please find our response attached. 

• Initial Complaint

  Date:06/27/2025

  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.

  Hello,
  I am filing a compliant against Humana. Since 2024, Humana claims that I have dual insurance companies and they placed themselves as secondary insurer. Humana claims that I am covered by ****** **** ***** * **** ****** Insurance company but I am not. Humana have denied paying my 2024 & 2025 insurance costs plus my medications due to this. I am disabled & I do not work. My wife works and she is covered my ****** **** ***** * **** ****** by her employer but I am not covered by them. I have enclosed an letter from ****** **** ***** stating since 1/1/2022 the my wife ******* ** ****** is the only one whom it activity covered/insured by them. My wife notified ****** **** ***** about the issue of me covered/insured by them & they stated that I am not insured by them & they mailed a letter to us stating it. I have also notified Medicare about the issue. I have notified Humana at least 20 times about this issue & all they say is we will review it for the next 30 days & contact you but they don't. I also have medical bills in collects from 2024 due to this issue because Humana say I am insured by ****** **** ****** I am filing this complaint because they have taken advantage of me & I would like for this issue to be cleared. I want Humana to pay their portion for 2024/2025 medical bills.

  

  Business Response

  Date: 07/09/2025

  The response has been sent to the member directly. 

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair 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.

  About 3 weeks ago I called them and asked them not to autofill my prescriptions in the future. They told me they would not. I have gotten two emails where they were going to autofill the prescription since then. I have had other issues with them and I need them to get a supervisor to call. I was told twice that a supervisor would call and it did not occur. I asked for a supervisor and got through to someone named **** who said he was a supervisor. It doesn't make logical sense but **** actually told me that he could stop all future autofills but that I would lose my $75 quarterly spending account money because he would have to deactivate the account. That is absurd and he ended up hanging up on me. Another center well customer service employee actually ridiculously told me after I asked her what the process was to transfer my prescriptions back to *** that the doctors would have to write new prescriptions to ***. I have around 10 or 11 prescriptions at centerwell. The customer service people at centerwell just say something that doesn't make sense if they don't know the answer to a question. I definitely see why Centerwell Pharmacy has a two out of five star rating on ****** reviews and a lot of one star ratings. For a company their size it's surprising that they have such bad reviews on ******. What I would like is to be called by someone that cares about good quality customer service someone higher up in the company please.

  

  Business Response

  Date: 07/17/2025

  Please see the attached response.

  Customer Answer

  Date: 07/17/2025

  
  
  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:06/13/2025

  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 brought food from ****** 50 bucks worth and I returned it to ****** and I told the store that was old and I told the store that I want it back on the health card and I told that I rather get it somewhere and they gave me a gift card and I didn't want a gift card I called Humana and told Humana that I returned it and they said I should reach out to Publix and I already did the steps I needed to do and I feel like this not fair I would rather leave Humana and go back to united health

  

  Business Response

  Date: 06/25/2025

  The response is being sent directly to the member. 

• Initial Complaint

  Date:05/27/2025

  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 refused to pay the charges even it was approved by Humana, but a typical health insurance company that is trying to take advantage of the senior citizens rejected basic coverage.
  Humana just rejected my appeal based on the wrong reason, that is i have filed an appeal after 60 day's . Humana was absolutely wrong because the appeal was filed when i learned of the changes, So again they are rejecting the appeal base on a baseless reason.
  
  In January of this year, I had an appointment with Sage Dental. During the first day of appointment, I presented my Humana Medicare card and before any work, I specifically asked the dentist office not to do any work if it’s not cover by my plan. (Otherwise just do whatever approved by Humana).
  Sage dental preformed a basic x-ray (no panoramic) then they preformed two teeth extraction and somehow the dentist preformed stitches on both removed teeth and absolutely NO Bone replacement Gift/rdg done on both teeth .But yet they claimed they did.(please see attachment of $462.40 three times charges) .
  Again I am one hundred percent certain the so called bone replacement grift/rdg was not preformed .
  
  I am a retired 68-year-old on a fix income of $ 942.00 a month.
  This charges is for work did not happen
  Again please I am disputing these charges because first it did not occurred and second its actually a cover up because I threaten them to file a complaint to BBB because they refused to correct the bleeding occurred from a fail stitches

  

  Business Response

  Date: 06/18/2025

  Please see the attached response. 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******   
  I m rejecting Humana response Humana paid for two teeth bone … and refused to pay for other teeth , this is 100% not fair and it was approved by humana but then they refused to pay , i do have coverage but humana is taking advantage of senior citizens. I will not give up and my next step is to contact the state of Florida.

  

  Business Response

  Date: 06/18/2025

  Please see attached response

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again Humana paid for the teeth bone grift and refused to pay for the other , i have filed grievances and appeal and i was shut down and rejected twice ??? , Humana has received the right from (invoice) but yet did not paid it . Im receiving a threatening phone call from sage dental weekly . Please do your job accordingly so me as a senior citizen live happily.
  
  Sincerely,
  
  
  
  ****** *****