To simplify claim payment inquiries, Humana has worked to clarify its process and to ensure that you have the support you need.

How to make a claim payment inquiry

  1. Call Humana’s provider call center at 1-800‐448‐6262. Our representatives are trained to answer many of your claims questions and can initiate contact with other Humana departments when further review or research is needed.
    1. Note the reference number issued to you by the provider call center
    2. If your issue is still outstanding and has not been addressed by the call center representative, you have the option to speak to a provider call center supervisor. Based on availability, you will be connected to a supervisor, or a supervisor will contact you within 48 hours of your request.
    3. In some situations, the call center representative will route your issue to an internal team at Humana. If this occurs, you will receive a letter or updated explanation of remittance from the Humana department that completes the additional review/research. Most inquiries receive a response in 30 to 45 days. Please allow us time to properly research and resolve your inquiry before contacting us again.
  2. Once you have received our response to your initial inquiry, if you disagree with our determination and would like to dispute it, you may escalate your concern by sending a secure email to humanaproviderservices@humana.com. Be sure to include:
    1. Reference number(s) associated with previous attempt(s) to resolve the inquiry (referenced in 1a above)
    2. The healthcare provider’s name and tax ID number
    3. The Humana member’s Humana ID number and the member’s relationship to the patient
    4. The date of service, claim number and name of the provider of the services
    5. The charge amount, actual payment amount, expected payment amount and a description of the basis for the contestation
    6. Contact information for our response
  3. Look for an “Acknowledgment of Submission” email with a tracking number within five business days of your submission. Please allow 30 to 45 days from the date of the acknowledgment notice for our response.

Claims Payment Inquiry Guide

A printable version of the Claims Payment Inquiry Guide can be found here, PDF opens new window.

Additional Resources

Claims processing edits

Access a schedule of changes planned for our claims payment systems.

Payment integrity and disputes

Find policies and procedures to learn how Humana ensures claims accuracy and handles payment discrepancies.

Grievances and appeals

Access information about medical claim payment reconsiderations and member appeals for Humana participating and nonparticipating physicians, hospitals and other health care providers.