I cannot stress enough to other readers to not buy through Humana. I am amazed they are still in business given their horrible customer service and complete disregard for their paying customers. I cannot wait to switch providers at the end of the year. To make a very long and frustrating story short, 8 months ago, they confused me and another woman with my same name who lived across the country from me in another state. I was being sent her private, confidential medical information and she was being sent mine. Unfortunately, this woman suffers from a chronic illness and is regularly hospitalized. I was getting her explanation of benefits from Humana multiple times per week over the course of those 8 months.
I have logged over 12 hours on the phone with Humana and through emails with them, and not a single representative I talked to could or would help me find a solution. I was told over and over again that I would get a call back from that representative within 72 hours. No one ever called back. I had to take it upon myself to get this problem resolved even though, to put it in the words of one of their representatives, "This is a huge mistake on Humana's part." I have been battling with them to try to get the issue resolved and it wasn't until someone in the Colorado Department of Insurance took up my cause that they finally did anything about it.
During this time, my claims were denied. I lost time and sleep (costly since I own a business and get paid through hourly work for my customers), and wasn't able to go to the doctor. Not to mention the stress caused by having your personal health care information shared with a stranger and the fear that your identity was being stolen. I know my case is probably extremely rare and I sincerely hope no one else has to encounter this problem with Humana, but I just wanted people to be aware, if their customer service was so bad with an issue as large a HIPAA violation and mixedup identities, imagine how they will treat you.