Gary Jesuit knows a thing or two about computers, and he knows his problem with Humana health insurance is a doozy.
Over the summer Humana updated its computer system. During the process, the insurance company lost his information, along with information for his wife, Dorothy, he said.
"Whenever a provider contacts Humana to verify our benefits they say that we do not exist," Jesuit said. "This has been going on for months."
The Mundelein resident said he complained to Humana in June, when he noticed he couldn't log on to the insurance company's website.
The problem worsened in late September, when he was denied new prescription eyeglasses because, he was told, the provider couldn't find proof he was insured.
About the same time, Dorothy Jesuit was told she needed to have an MRI on her injured left foot. But the facility that provides the MRI refused to schedule her because it could not find her in Humana's system, Gary Jesuit said.
He dutifully called Humana.
"They gave me ticket numbers and reference numbers to help solve the problem and allow for providers to validate our membership," he said. "All the Humana phones called by providers and me cannot find us in their system because our Humana ID is not in their file, which is what the tickets and reference numbers were created for."
Jesuit said he called every Humana department he could find a number for but could make no headway. So he emailed What's Your Problem?
"I have over 40 years working on systems and user support and I know this is a serious problem," he said.
Until the problem is resolved, he cannot get his new glasses and his wife cannot get her MRI, he said. Jesuit said he is concerned Dorothy's injury is not healing properly, but it is impossible to know without the test.
On Oct. 17, a Humana representative emailed Jesuit to tell him the company was looking into his concerns. The email said it usually takes seven to 10 business days for issues to be resolved.
Jesuit said he couldn't wait that long.
"Please note the urgency as we cannot get any service from Humana and there are probably others out there having the same problem," he said.
The Problem Solver contacted Kate Marx, a spokeswoman for Humana, on Friday.
Marx said Wednesday she could not discuss the specifics of the Jesuits' case because of the Health Insurance Portability and Accountability Act, but added "I believe your reader's issue was resolved."
Sure enough, a Humana representative contacted the Jesuits on Wednesday to say the problem has been fixed.
Gary Jesuit said he is still unclear if his providers have access to Humana's information showing the Jesuits' accounts are active. Neither the eyeglasses provider nor MRI provider were open Wednesday, he said.
Jesuit said he continues to have problems logging on to the Humana website, but the representative promised to fix that as well.
"Right now, I'm sitting in limbo," he said.
The Problem Solver will check back with Jesuit in the coming days and provide updates as warranted.