My doctor sent a script for reducing meds to half strength on September 17. On the 21st got a notice script was on HOLD and to contact the doctor for clarification on order, which they did. I checked the website on the 23rd the medication stated pending. On the 30th still no medication. Upon looking on the website, I found my new script wasn't even listed any longer. Calling their number, the girl was trying to be helpful, I had trouble understanding her at times, I finally found out they had cancelled the medication on the 23rd because the system thought it was a duplicate of the last order and not a new script. No notification given. And since they are so slow to ship, I didn't think to check back on the site until now. Boy what a hassle. Centerwell finally sent a FAX to my doctor again for the new script. I called my doctor to make sure they got it and found out the nurse gave them an earful about the 2 week delay in my medication. Why didn't they contact me or the doctor again before canceling the order? I'll be changing to another agency if Humana can't find a better pharmacy to use.
RH
Randy H.
Humana - wise up on Centerwell service!
To get a better price on prescriptions, we use Centerwell Pharmacy through our Humana MA plan. The very first month they cancelled an order with no explanation or warning. Once realized, the order was re-placed, and subsequently took so long to arrive that we HAD to purchase (from a big box pharmacy) a short term order of pills. Even though it was Centerwell's fault on both counts, they refused to pay for the necessary "fill-in" pills. Big strike one. Now, about three months later, it's time to refill the same three prescriptions. Only one was placed on refill and the other two disappeared from the website Rx list. Big strike two. Called Centerwell - no explanation for why two of the three drugs have disappeared from the list, as they are still valid. Each of the actual Centerwell prescription bottle labels (from the messed-up January order) state "3 refills available until 1/2026", the agent says there are no refills on two of them. NOTHING HAS CHANGED on these three meds. Big strike three! We would love for this pharmacy to be OUT with Humana. We will definitely be looking for a new Medicare supplement next time around.
On the upside, the Centerwell agents are polite and friendly, and were willing to make the call to the providers to obtain the necessary prescriptions (that Centerwell somehow lost)! We'll see what happens.
DS
Doug S.
The Centerwell pharmacy that Humana has…
The Centerwell pharmacy that Humana has switched to will not refill my doctor's prescription after many tries and now I'm out of a mandatory script
DS
Dan S T.
Part One:
Part One:
When you phone Humana, or their Centerwell Pharmacy (Mail order delivery) the digital voice reads your phone number back to you and asks if this is the number they should use to call you back.
This is confusing are they not going to connect you, but will call you back later? Instead they should say: Is this your preferred phone number ?
The voice reads you phone number in a very confusing way. Let's say your phone number is:
235-678-9872
The voice says 23 56.... etc. Now humans always speak the area code as one unit, the next 3 digits as a unit and the remaining 4 digits as a unit. You are likely to be confused when the number is not read back using the normal, accepted, segments.
This error is unforgivable and shows that Humana does not have a single person on the staff to give feedback and correct stupidities like this.
Part Two:
I signed up for CenterWell Pharmacy for mail order delivery of my medications. I was told 7-10 days for delivery. Two of my 3 prescriptions were cheaper than my local pharmacy. I never got either deliveries.
No phone call to tell me that due to some problem nothing would be shipping.
I got an e-mail telling me to check my order status on-line. I had setup an on-line account already.
I logged in and saw there was a problem, the order could not be fulfilled. I was about to run out of important medication, so I ended getting it from my local pharmacy. Still no phone call, I tried to find out what the problem was using the on-line account, but I could not until I had setup a 2 Factor security, which I did not wish to do. There was no alternative, so I phoned. I got someone whose foreign accent was so strong I had to ask for him to repeat what he was saying 4 times before I could understand what he was saying. I finally understood that they could not get a response from one of my doctors, and there was no refill available. To cancel the account Iwas connected to a native speaker who was very understanding and explained that I could an extra helpful representative assigned to my account who would make things much easier. At this point I did not want to waste anymore time, or worry about getting my meds on time so I had them close my account.
Humana Centerwell Pharmacy needs to fix all these problems if they want to get and keep clients. I'm taking the time to give this feedback because there is no other way for the company to listen and I'm trying to help them improve the way they do things.
