Susan Dennis (susandennis) wrote,
Susan Dennis
susandennis

Interesting ... and encouraging - more Humana

While I was on hold this morning, I sent out these two tweets.

The only telephone tree more painful and less effective than Humana Insurance is Humana Pharmacy. At least the annoying recording goes on so long, I have plenty of time to compose this bitchy tweet. #humana #humanapharmacy

and

I will absolutely be shopping for new insurance and new mail order pharmacy starting today. Humana and Humana Pharmacy are not worth the never ending hassle. #humana #humanapharmacy

I did not direct either tweet to the Humana twitter account on purpose. I expected to hear nothing. I was wrong.

In twitter from @humanahelp

Replying to @SusanDennis
Hello, we are sorry you feel this way. If there is a specific issue you would like for us to review, You can also contact us at HPsocial@Humana.com
-Kenya


I thought about it and then sent this email:

While I seriously doubt that you can or will do anything, I was invited by @humanahelp on Twitter, to send you details. Here they are:

1. I received an email from Humana Pharmacy today saying to refill a prescription. I knew that I had no prescriptions I needed or wanted to refill and, in fact, was led to believe by the Humana Pharmacy website that I had no prescriptions eligible for refill. SO I clicked on the button to go to the website to investigate and discovered that I had. with that click, spent $55 on a prescription that Humana Pharmacy filled last week.

2. I quickly discovered that my only recourse was to call. I did so immediately. After pounding on 0, I was told to hold for a live person. I held for 20 minutes. The live person I got was difficult to understand. I gave her the order number and told her I wanted to cancel. She said she could not look anything up by order number.

3. She proceeded to ask me for my name, my address, mg phone number, my humana number, my name (again) and my phone number (again) and the order number (again). Most everything she had to have me repeat and she took extra ordinary time between each question. The enire call from start to finish was 47 minutes. Then she said that the order was being processed and it was too late to cancel.

4. She said when I received the medicine "you can call and ask about a possible return".

So... to recap. I spent $55 I'll never see again for medicine I will not be able to use before it's expiration date. And I lost a solid hour trying to fix to no avail. And the recourse is to kill another hour on the outside chance that I can send it back (and probably have to pay postage)?????

Susan Dennis


I included my details and the order number. I also noted that I did not include the phone number because I was unable to trust what I might say to any Humana person on the phone.

And within an hour I received this:

Hello Ms. Dennis,

We apologize for the length of the call, we are hiring new reps to help with the number of calls we receive.

Regarding order 241432439 this order is already with our dispensing team, so I have sent an email asking for the order to be canceled. However I am not able to guarantee they will catch it in time.

If the order does ship and you would like to return it please contact us here and we can have a pharmacist contact you and work with you on the return and the refund.

Please let us know if you have additional questions.

- Kenya


I have to say that I'm impressed. Surprised, even a little shocked, but impressed for sure. I noted same in a Twitter response. I still think I'm going to move my prescriptions, probably to Costco, but I sure do appreciate Kenya.
Tags: #humana, #humanapharmacy
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