Enrollment - Frequently Asked Questions

Questions about enrollment

• When will my employees receive identification cards?
• Where do I send enrollment changes, additions, terminations?
• How can I confirm an employee has been added to the plan?
• Who can I call with questions about State Continuation enrollment?

Questions about benefits

• Will we receive provider directories?
• Where can I find information about our medical and pharmacy benefits?
• Whom can members call if they have a question about how a claim was or will be processed?
• What happens in an emergency situation regarding in-network or out-of-network coverage?

Questions about administration and billing

• What address do I send my premium payment to, or can I pay online?
• Do I have to use the employer Website?
• Whom can I call with questions about COBRA administration?
• When do we receive a copy of our policy?

Questions about enrollment

When will my employees receive identification cards?
We mail most medical and dental ID cards to the employees' home addresses 7 to 10 days after coverage is issued. The date coverage is issued is not the same as the effective date of coverage.

If the employee has selected a spending account (PCA, HSA, or FSA), a separate HumanaAccess card or a combined medical ID/HumanaAccess card will be provided. Because these cards include access to a VISA account, they require additional time to be created. We will mail these cards to the employees' home addresses 10 to 15 days after coverage is issued.

Where do I send enrollment changes, additions, terminations?
If you register for secured access on www.humana.com, you can submit the information online. If you prefer to use paper, you can send a fax to 1-866-584-9140.

How can I confirm an employee has been added to the plan?
You can view eligibility information for employees with active coverage on the secured employer portal of our Website. View an employee's member number, effective date, plan selected, level of coverage, and other information. Print for verification of eligibility before receiving the ID card.

Who can I call with questions about State Continuation enrollment?
State Continuation is for employers with 19 or fewer employees on staff for more than 50 percent of their business days in the previous year and are not mandated to offer COBRA coverage. Contact Customer Care at 1-800-872-7207 with questions.

Questions about benefits

Will we receive provider directories?
The list of network providers is continually updated; therefore, the best source for this informaion is www.humana.com. Members search for doctors, hospitals, pharmacies, and other healthcare providers. Members can search by specialty, location, and other criteria. An employee who does not have Web access can contact customer service.

Where can I find information about our medical and pharmacy benefits?
You can access your company's Certificate of Coverage and other benefit information on the secured employer portal of www.humana.com. If an employee prefers a paper Certificate of Coverage, advise him or her to call Humana customer service.

Whom can members call if they have a question about how a claim was or will be processed?
Call Humana's claims customer service at 1-866-427-7478. Humana's automated voice response system provides answers to many claims questions, including pharmacy and medical.

What happens in an emergency situation regarding in-network or out-of-network coverage?
In emergency situations, we encourage you to seek care at the closest healthcare facility. Maximum allowable fee provisions do not apply for treatment of emergency medical conditions.

Questions about administration and billing

What address do I send my premium payment to, or can I pay online?
The premium payment address is on your monthly premium bill. You also can register to pay your bill electronically on www.humana.com. Please note that you need to separately send us information about new employee enrollments or terminations of employee coverage.

Do I have to use the employer Website?
No, you can choose to use the functions on www.humana.com. If you do so, you have fast, convenient access to a great deal of information about your Humana benefits.

Whom can I call with questions about COBRA administration?
Humana partners with Ceridian to provide COBRA administration services. A Ceridian associate will contact you after your coverage becomes effective with Humana. To contact Ceridian, call 1-800-488-8757.

When do we receive a copy of our policy?
We mail a copy of the certificate to the employer anytime a plan is added or changed.