InHumana

Bad reviews matter, and this health care insurer is paying a hefty price for ignoring them

Two words from an online review of a Humana: “Shit network!”

This isn’t a unique assessment of the Louisville, Ky,-based health insurer, which primarily sells Medicare Advantage plans, a privatized iteration of the federal program for seniors and the disabled.

One-star reviews of Humana abound on sites such as Yelp! and WalletHub:

• “If I could [post] a zero I would. What a rip off. They didn't cover any of my ambulance Costs or have they covered any of my hospital costs.”

• “One can not endure how terrible this company is for providers and patients alike. Don't be swindled.”

• “I’ve been hung up on and given the runaround. Their portal software is also awful!”

• “Complete lack of care for people on Medicare. High prices and terrible customer service.

• “Worst health insurance on the face of the earth. They approve nothing, all while you suffer. They treat people horribly. Even my doctor hates them.”

Many companies ignore reviews like these with impunity, chalking them up to ingrates, malcontents and whiners. They do this at their own peril.

Humana, which bills the federal government for most of its revenues, does not have this luxury.

The company confirmed rumors last week that its largest Medicare Advantage plan is about to take a hit in its ratings from the Centers for Medicare and Medicaid Services. The news sent its stock down to its lowest level since 2017. And year-to-date, shares are down more than 47%.

CMS rates Medicare Advantage plans with one to five stars based on their quality of medical care, member experience, and plan administration. The drop from 4.5 to perhaps 3.5 stars could mean $3 billion or more in lost annual revenue, according to some analyst estimates.

Humana says it’s appealing CMS’ decision. But for now it's getting what it has routinely doled out to its plan members: Cold-blooded bureaucracy.

I don’t care if you went to medical school. I say the surgery isn’t necessary. (Illustration: AI generated.)

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