Since the Dear Humana post, and email to their corporate relations blog post, I was contacted swiftly by Humana. First by customer service, and then by their social care department since I posted to social media.
In our minds, Rob and I had decided to stand still (especially after those waves) and allow God to fight for us.
But Moses told the people, “Don’t be afraid. Just stand still and watch the Lord rescue you today. The Egyptians you see today will never be seen again. The Lord himself will fight for you. Just stay calm. -Exodus 14:13-15
Jessica in the escalated customer service department knocked it out of the park. She contacted me Thursday late afternoon and said she was pulling every call, every note, speaking to every person at Humana who ever touched the file as well as to our providers, she also indicated that Humana was holding conference calls in regard to our case and that it was a top priority. Before we got off the phone on Thursday, she let me know she had compiled most the evidence and was still going through it, but that I’d likely have an answer on Friday. I assume that she needed to comb through a somewhat sizable mound of stuff before arriving at an answer. I tried to remain confident in the outcome b/c I had evidence on my end, but I didn’t know what Humana would have.
On Friday, around 2 p.m. we had our answer. Humana could not find the call btw Dr. Ried and the originator of the authorization code, but they could see notes in their system that a call did happen on May 22, and there was overwhelming documentation in the notes of Humana’s authorization department that did confirm 288 total services (72 per discipline!) btw physical therapy, occupational therapy, speech therapy and feeding. Humana is honoring what they originally told us and our two providers on May 22 and May 28, as well as sending a letter to that effect, and agreeing to the 288 therapies until the end of the year!!
Thank you so much to everyone who shared our story and who told Humana to pay attention! Rob and I are so grateful for the massive army of Reagan warriors we have.
I don’t know what happens in other situations that may be similar to ours, I just felt like this had to be redeemed. We had to push, and you guys helped Humana notice. Always push for what is right and never, ever, ever give up!