Breaking News! Humana to Waive Member Cost-Share for COVID-19 Treatment
  Humana announced yesterday that we will waive Medicare & commercial members’ cost share (deductibles, copays, etc) for COVID-19 treatment, including inpatient hospital stays.  This applies to treatment received at both in-network or non-network providers.  However, please encourage treatment at a network provider.  Humana will pay in-network reimbursement rates to providers and cannot prevent non-network providers from balance billing the member.

The waiver applies to all medical costs related to the treatment of COVID-19 as well as FDA-approved medications or vaccines when they become available. There is no current end date. Humana will reassess as circumstances change.

Notices will be released to Agents, Employers & Members later today.

Humana’s COVID-19 Actions for Employers
  The below message was sent to agents and employers on Monday, March 23rd and addresses some of the actions we have taken around employer concerns:

We recognize the difficult decisions that you have been faced with over the past couple of weeks as you balance your commitment to your workforce with the economic practicalities of uncertain economic times. Therefore, we want you to be aware of a few support tools related to your plan.

We are relaxing actively at work requirements. In response to current challenges, we have relaxed our requirement for employees to be actively at work in order to be eligible for coverage. This means that as long as one person remains actively employed, you can continue to cover any employees who have been laid off as a result of the COVID- 19 pandemic.

We have developed FAQs for questions we think may be of particular importance to you right now. Please refer to this Employer FAQ for a more detailed explanation of this update as well as answers to your key coverage, eligibility and billing questions.

We continue to work daily with state and federal officials to advocate on behalf of employer healthcare needs. A dedicated team of associates is meeting with leaders at all levels of government to inform legislation that is being drafted in response to COVID- 19. The situation is evolving daily and we are committed to providing you with answers and support in this rapidly changing environment.

We have created a centralized, online resource for you to find additional resources for you and your employees. Our COVID-19 employer info hub is updated with the latest coverage updates, company announcements and educational resources.

Finally, we will continue to stand by you and your employees. Please continue to reach out to your local representative as a resource or use the dedicated service line for all your COVID- 19 related questions. You can contact our team by phone (1-800-592-3005) or email (

Humana’s COVID-19 Actions for Members
  The situation involving the outbreak of COVID-19 is rapidly evolving, and Humana implemented the following measures for members effective 3/15/20 and enhanced on 3/24/20:

Telemedicine visits are fully covered.  Humana is waiving member cost share for all telehealth services delivered by participating/in-network providers, including telehealth services delivered through MDLive to Medicare Advantage members and to commercial members in Puerto Rico, as well as all telehealth services delivered through Doctor on Demand to commercial members.

Testing is fully covered. Testing for COVID-19 will be fully covered with no out-of-pocket costs for patients who meet CDC guidelines at approved laboratory locations. This applies to members of Humana’s Medicare Advantage, Medicaid and commercial employer-sponsored plans. The CDC continues to offer free testing for coronavirus.

Early prescription refills allowed for next 30 days (as of 3/15) – Humana is allowing early refills on prescription medicines so our members can prepare for extended supply needs—an extra 30- or 90-day supply as appropriate.

Temporary expansion of telehealth service scope and reimbursement rules – To ease systemic burdens arising from COVID-19 and support shelter-in-place orders, Humana is facilitating telehealth visits for its members. Humana will temporarily reimburse for telehealth visits with participating/in-network providers at the same rate as in-office visits. To qualify for reimbursement, telehealth visits must meet medical necessity criteria, as well as all applicable coverage guidelines.

Temporary expansion of telehealth channels – Humana understands that not all telehealth services will involve the use of both video and audio. For health care providers or members who don’t have access to secure video systems, Humana will temporarily accept audio-only telephone visits, which can be submitted and reimbursed as telehealth visits.

Multiple practitioner types can deliver telehealth services – Both participating/in-network primary care and specialty providers can deliver care using telehealth services, provided that CMS and state-specific guidelines are followed. This includes behavioral health services. For telehealth visits with a specialist, members are encouraged to work with their primary care physician to facilitate care coordination.

Member support line available. Humana has trained a specialized group of call center associates to help support our members with specific coronavirus questions and concerns, including assistance in accessing their telemedicine benefits. Members can call Humana’s toll-free customer support line, which can be found on the back of their member I.D. card, to be connected to this dedicated team of professionals.

This situation continues to evolve and we will share any updates as they are released.

Updates and additional resources are available at

Humana will also continue to comply with all state emergency rules released.

Employee Assistance Plan- Spread the Word!
  It’s times like these where we could all use a little extra support!

All fully-insured groups and level-funded groups have a free telephonic Employee Assistance Plan embedded in their medical benefits.  This service is not only available to members enrolled in medical, but to all employees of the company and their families.  Be sure you spread the word so they can utilize these crucial benefits if needed.

Toll-Free #: 1 (866) 440-6556  TTY: 711

Or online at

Username: eapt

Password: eapt

·       Note: Some larger employer groups may have bought up to in-person visits, but they still have access to telephonic resources as well.

If you’d like a flyer to share with your groups, please reply to this email to request.

Share These EAP Webinars With Employers & Members
  With the constant media attention around COVID-19, the virus heard round the world, we’ve developed two exclusive webinars- one for employers to help them work through the fallout that may be impacting their organizations and one for members to assist in handling this stressful time.  These webinars are delivered by Humana’s Dr. Randy Martin, PhD and licensed psychologist.

Supporting Employees in Times of Uncertainty:


Coping With Stress Related to COVID-19


Accessing Doctor on Demand for Telemedicine Visits


Doctor on Demand has never been a more important option for members.  This service is available to all fully-insured and level-funded members and is easy to access.  For the next 90 days (as of 3/15/20), Humana is waiving member cost-share for these urgent care visits.  Please be sure your groups provide this information to their employees to use.

·       Go to the App Store or Google Play and download the Doctor on Demand app.  If you have a webcam, you can also access at

·       Follow the prompts to set up an account, input your Humana member and group info and brief medical history and see a doctor often in minutes!  There may be a wait during this time, but you can usually request a later time for a doctor to contact you back if you don’t want to wait.

Doctor on Demand also provides behavioral health visits on an appointment basis.  It can be an important alternative for members who may not be able to access their current provider or for others needing to talk to someone during these stressful times.

Here’s a short video from Doctor on Demand on YouTube to share how virtual visits work:

If you’d like a flyer to share with your groups, please reply to this email to request.


Social Distancing for Prescriptions: Humana Mail Order
  This is the perfect time for members to consider switching maintenance medication to Humana Mail Order Pharmacy.  This helps reduce contact with unsafe environments and can be a cost-saving measure as well.  Humana’s mail order pharmacy was rated #1 for customer service by JD Power & Associates for the second year in a row!

Members can initiate a mail order prescription by going to (Login credentials are the same as for or contacting their provider and asking them to send their prescription to Humana Mail Order Pharmacy to be filled.  They can also download the Humana Pharmacy app in the App Store or Google Play store.

Go365 Events
  During this period of social distancing, all Go365 in-person screenings and educational sessions have been canceled until further notice.  Please contact your Consumer Engagement Professional to reschedule.

Here are a few suggestions to keep your groups engaged in Go365 during this time:

·       This unprecedented time is stressful for everyone.   At this time, exercise is as important as ever and can be a great stress reliever.    Although gyms are closed, encourage your members to keep active by joining a step challenge through or the Go365 app.

·       Members can also complete or update their Health Assessment since the answers may have changed.  Completing the Health Assessment unlocks Activities related to the answers with an opportunity to earn points.

·       Review your suggested goals at and explore the recommended activities to earn additional points.

·       Be sure that members have a fitness device connected so they can earn points through their daily