Humana states Client's D is inactive and it's not eastern midnight yet

[annon123]

I just finished with a client (and did a 3 way call to Humana as the client wanted me on the phone too when she called; serves me right for answering the phone LOL). Around 6pm central today (12/31) the client logged into the Humana (D) website and it prematurely listed her as not being an active member and cut off some functionality for her on the website (she then insisted I log in as her to see that and that is the case).

Ended up having to talk to a supervisor as the first customer service person claimed that Humana can stop coverage any time on the 31st. I reminded that person that contracts end at midnight (customer flipped out when the customer service person said that). I then asked to speak to a supervisor and while on hold for that asked the client to let me do the talking which made life easier.

Fortunately Humana still has her listed as an active member and is snail mailing her the information she no longer has access to. But what a pain that was.

Does anyone know if Humana D cuts off website access (like UHC D does, don't know who else does) at midnight Jan 1 (customer service, including the supervisor had no clue)? The reason I ask is that benefits paid for Dec won't be available until Jan 5th at the earliest and my client needs that for taxes. I didn't save her log in to check for myself.

 

[somarco]

I don't recall ever having a client ask for such reports nor have I ever seen one. Is the information different from Rx history from the pharmacy?

 

[Special Agent]

I just finished with a client (and did a 3 way call to Humana as the client wanted me on the phone too when she called; serves me right for answering the phone LOL). Around 6pm central today (12/31) the client logged into the Humana (D) website and it prematurely listed her as not being an active member and cut off some functionality for her on the website (she then insisted I log in as her to see that and that is the case).

Ended up having to talk to a supervisor as the first customer service person claimed that Humana can stop coverage any time on the 31st. I reminded that person that contracts end at midnight (customer flipped out when the customer service person said that). I then asked to speak to a supervisor and while on hold for that asked the client to let me do the talking which made life easier.

Fortunately Humana still has her listed as an active member and is snail mailing her the information she no longer has access to. But what a pain that was.

Does anyone know if Humana D cuts off website access (like UHC D does, don't know who else does) at midnight Jan 1 (customer service, including the supervisor had no clue)? The reason I ask is that benefits paid for Dec won't be available until Jan 5th at the earliest and my client needs that for taxes. I didn't save her log in to check for myself.

What you got there is a high maintenance client and what would she need from website for tax purposes for december that she doesn't already know-premiums and copayments?This is probably the same type of client that calls each year and ask when they are getting form 1095-B

 

[annon123]

I don't recall ever having a client ask for such reports nor have I ever seen one. Is the information different from Rx history from the pharmacy?

I don't see how it would be different from what the pharma would give her (and I told her that this was another way to get it; she uses more than one pharma although why I do not know as only one is preferred so maybe she didn't want to drive to two to get them? I didn't ask).

 

[annon123]

What you got there is a high maintenance client and what would she need from website for tax purposes for december that she doesn't already know-premiums and copayments?This is probably the same type of client that calls each year and ask when they are getting form 1095-B

I certainly was surprised. I don't have a big enough book yet (I am fairly new at this) that I can afford to be picky and fortunately I was home and not planning to go anywhere as I was tired from driving two days and getting back at 1:15 am or so the previous night, then having to get up at 7am. At this point it is what it is.

All that aside though Humana removed from the client's dashboard on the website of some of the info before the end of her D contract and now today more (but not all) of the info is gone (she called today, I didn't pick up so she texted me - I warned her that was likely to happen). Since she is refusing to use the pharma to get the info I told her she will need to call Humana after Jan 5th and ask for her December smart summary info if that doesn't show up under Documents and forms, plan messages (it should as the previous months are there, they have just removed almost all the other messages there - what comes up when one clicks on those is that they are removed).

 

[LostDollar]

I don't see how it would be different from what the pharma would give her (and I told her that this was another way to get it; she uses more than one pharma although why I do not know as only one is preferred so maybe she didn't want to drive to two to get them? I didn't ask).

pricing on some medications can be significantly different between pharmacies, even if you are mostly using one pharmacy that is preferred in your PDP in your current plan year. (And that will vary medication to medication, plan to plan, year to year.)

I can't go back and look now, but I think Kroger was preferred with the W company in 2024. However, one of my medications was dramatically cheaper at WalMart or Walgreens. Kroger finally solved that problem for my by using their blink discount card. The medicine was still higher at Kroger, but the price difference was not worth driving somewhere else for.

 

[gregj]

FWIW:

clients in discontinued Aetna MAPDs report they were able to access their online accounts today to retrieve claims history info. Site notices confirm their coverage has ended, but that they have access to things like claims info. No info on when that access will stop.