So far, my visits have been covered. Yesterday, i had to call customer service for explanation of benefits and a few other things. The first call was an epic fail. The guy transfered me to oblivion after holding for 40 minutes. In the past, I would have given up. I called again. This time i got a wonderful woman named Barbara, who helped with everything and was very enjoyable to talk to. I was pleased.
I went into physical humana office a year ago and was helped by a supervisor, after getting very frustrated and angry with the incompetence and apathy of the receptionist. If i just based it on the first person each time, or horrible phone system, i would have found another plan by now.
There are many components and the right hand doesn't talk to the left. You must be your own medical advocate or have someone you trust advocate for you.
I'll update as i experience more with Humana.