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Unprecedented times call for unprecedented action: How Humana is stepping up for members during COVID-19

Delivering better health for our members is at the core of everything we do. We take our role as experts in keeping people healthy seriously – and we took bold action to support the safety and health of our members, many of whom are among those most vulnerable to the COVID-19.

Ensuring Cost Isn’t A Barrier

At the outset of this pandemic, we knew unprecedented times called for unprecedented action. As the threat of COVID-19 took hold, we took immediate action by waiving consumer costs for treatments associated with COVID-19. We also stepped up for our Medicare Advantage members by waiving copays for their primary care, behavioral health and telehealth visits through 2020. That means no copays, no coinsurance and no deductibles for these services – because cost shouldn’t be a barrier to accessing care during a global pandemic.

Addressing Members’ Whole Health

This pandemic exacerbated issues like food insecurity and loneliness, which can have a huge impact on one’s overall health. Using our whole health approach, we connected members with more than one million meals – members like75-year-old Alice, who only had two days of food left when she spoke with her care manager, Mary. The Humana team moved quickly to get healthy meals straight to Alice’s door.

We also launched a phone line where members can speak with someone to help coordinate their care – or serve as a friendly voice to talk to. Before the pandemic, Humana member Theresa managed multiple chronic conditions including lupus and anxiety by getting the medicine she needed and taking group exercise classes through our SilverSneakers program. But due to the ongoing threat of COVID-19 and her immunodeficiencies, Theresa was feeling isolated and too nervous to go out to get her medicine. That’s when our Humana at Home team contacted her, connecting Theresa with our mail-order pharmacy and sharing information on our telehealth benefits that allow her to connect with her therapist virtually.

Making Accessing Care Easier

And as the number of coronavirus infections spikes again, Humana is meeting our members wherever they are whenever possible – making access to care easier as they continue to social distance. For many high-risk members, leaving home during this pandemic isn’t an option unless absolutely necessary – like Jane, who had a double lung transplant right before this crisis began. Through our expanded telehealth coverage and mail-order pharmacy, Jane now has the resources she needs to help her stay healthy from the safety of her own home.

Because many of our members are still worried about going in-person to seek care, we’re bringing critical preventive care to them whenever we can. We mailed out safety kits with masks included, offered at-home COVID-19 testing, and collaborated with Walmart to coordinate testing at hundreds of drive-thru locations around the country. Our Humana At Home program connects eligible members to Care Managers who help coordinate members care right from home. We also sent more than one million preventive care screening kits to our members’ homes, which can help identify complications related to diabetes and colon cancer early. After receiving an abnormal result from the colorectal cancer screening kit Humana sent him, member Leo scheduled a colonoscopy and discovered he had cancer. Thanks to his early diagnosis, Leo was able to avoid costly and invasive treatments and remains in remission.

Humana is in the business of human care – and no global pandemic or social distancing will keep us from delivering it to our members.

For more information on Humana's response to COVID-19, click here.


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