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The organization started in 1961 and is headquartered in Louisville, Kentucky. The company first began as a nursing home named Extendicare, and became one of the largest nursing care facilities in the US. They began to purchase hospitals in the 70’s, changed their name to Humana, and grew as a healthcare provider.
Humana Insurance Products
As one of the largest healthcare providers in the country, Humana offers a wide selection of products for individuals as well as businesses. Just about any type of insurance product can be purchased through Humana. Individuals can get health insurance, dental coverage, vision protection, prescription plans, and Medicare supplement plans. Businesses can get their employees setup with most of the same, plus spending plans, disability coverage, life insurance, and wellness plans.
Ratings and Consumer Reviews
Humana Insurance has been accredited with the Better Business Bureau since 1998, and currently has an A+ rating. In the past three years there has been 376 complaints lodged against Humana, 85 of which have been closed in the past 12 months. This number is pretty typical for an insurance firm of their size. The majority of the problems reported were with the “products and services” offered by Humana, followed by billing and collection issues.
ConsumerAffairs.com offers 894 reviews on Humana. Of the reviews there has been 135 ratings left, 122 of them are one star ratings. Of the reviews left, many concern Humana’s poor customer service and others cite the company does everything to avoid paying claims. While these are not uncommon complaints against insurance companies, there are a lot of them for Humana.
Consumer Research Reports
In the 2017 J.D. Power and Associates Member Health Plan Study, Humana’s rating ranged between a two and a five star rating. In Texas however, the company’s satisfaction rating was a five out of five.
Insure.com’s 2017 rating of Humana was a lot better than results from the J.D Power Study above. The website gave the company an A- rating overall giving them a 4.5 star out of 5 rating across the board. The categories listed included Claims Processing, Customer Service, and Value for Price. Humana came in fourth place overall in the Insure.com survey.
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The Bottom Line
As with other large health providers, Humana is not without its issues in customer satisfaction. The modern healthcare industry pits patients vs. insurance companies and doctors stuck in the middle. It is no different with Humana. There are numerous reports of customers being denied services that a doctor has requested, as well as billing errors, and sudden premium increases.
Consumers interested in signing up with Humana should be very cautious and read all the details of their agreement. Notices sent in the mail should not be discarded, since there are reports of Humana burying rate increases in large annual reports sent out to customers.