selfgen
Super Genius
They're trying to reduce costs by skimping on marketing materials. The enrollment kits now are terrible- not even abbreviated formularies are available for potential clients to peruse through. Summary of Benefits has been reduced to just a few pages, lacking a lot of the details of the benefits/ member's responsibility. And Humana is stubborn about this new approach they have taken. It's like Nancy Pelosi is running the Humana Marketing team: "you have to join it to find out what's in it".
Also, Humana steadfastly refuses to send me a provider directory, whether for my own use or to distribute to my clients. They claim printed directories are outdated and that everyone should use the provider search tool. Probably 40% of my clients are over age 80 and most do not use or even have a computer. Humana sends a very "abridged" provider directory to members once enrolled. An abridged provider directory is not sufficient for a plan where members are "locked-in". Humana expects members to stay in network and would quickly deny charges received out of network, but they refuse to offer provider directories. At the very least, upon request members should be able to receive a printed directory. One of my clients today told me she argued with a customer service rep recently about this and she finally gave up and her request was denied. Comprehensive formularies and provider directories are essential tools for members and not having adequate access to them can result in unexpected out of pocket costs. I feel like having a few members filing grievances with Humana would get their attention and that's what I plan to do. I know that Humana is feeling the pain as a result of being one of the larger participants in the ACA marketplace, and so it seems they're cutting back on their overhead any way they can, especially with the MAPD. Is it unreasonable to expect these materials be available in printed format, especially upon request. Obviously, not everyone has access to a computer. What say you?
Also, Humana steadfastly refuses to send me a provider directory, whether for my own use or to distribute to my clients. They claim printed directories are outdated and that everyone should use the provider search tool. Probably 40% of my clients are over age 80 and most do not use or even have a computer. Humana sends a very "abridged" provider directory to members once enrolled. An abridged provider directory is not sufficient for a plan where members are "locked-in". Humana expects members to stay in network and would quickly deny charges received out of network, but they refuse to offer provider directories. At the very least, upon request members should be able to receive a printed directory. One of my clients today told me she argued with a customer service rep recently about this and she finally gave up and her request was denied. Comprehensive formularies and provider directories are essential tools for members and not having adequate access to them can result in unexpected out of pocket costs. I feel like having a few members filing grievances with Humana would get their attention and that's what I plan to do. I know that Humana is feeling the pain as a result of being one of the larger participants in the ACA marketplace, and so it seems they're cutting back on their overhead any way they can, especially with the MAPD. Is it unreasonable to expect these materials be available in printed format, especially upon request. Obviously, not everyone has access to a computer. What say you?
