Call the toll-free number on your insurance or member card or call 1-800-777-6330, if you do not have your card. Hearing impaired callers can contact 711 to access Telecommunications Relay Services.
For language assistance, please contact our toll-free number 1-800-777-6330 and a member of our customer care team will assist you.
If it is necessary for you to talk with a licensed clinician, the customer service representative will transfer your call to a clinical care manager. This professional will conduct a telephone assessment and provide you with recommendations regarding treatment options.
Medical necessity decisions are based on guidelines, criteria, and clinical rationale, which can be obtained free of charge. You can also request the diagnosis and treatment codes and descriptions. Please send your written request to the address below: Humana Behavioral Health Attn: Information Requests 2001 West John Carpenter Freeway Irving, TX 75063-3228 Fax: 866-771-0574 or contact us at 877-264-2548.
If you or a covered family member are in a life-threatening situation, call 911 or go to the nearest hospital. The hospital will contact us through the 800 number on your benefit card, and a licensed professional Humana Behavioral Health staff member will assist you.
In consultation with hospital staff, the Humana Behavioral Health manager will authorize the appropriate level of care. Depending on your benefit plan, it may be necessary for you to be transferred to a facility that is participating in Humana Behavioral Health network.