How to make a claim payment inquiry
- 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.
- Note the reference number issued to you by the provider call center
- 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.
- 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.
- 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:
- Reference number(s) associated with previous attempt(s) to resolve the inquiry (referenced in 1a above)
- The healthcare provider’s name and tax ID number
- The Humana member’s Humana ID number and the member’s relationship to the patient
- The date of service, claim number and name of the provider of the services
- The charge amount, actual payment amount, expected payment amount and a description of the basis for the contestation
- Contact information for our response
- 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.