A ready response 

Building trust with our customers and helping them improve their health are the most important aspects of our business. We saw that come to life in a variety of ways in 2020, as the trust we built with customers over many years allowed us to help them when they needed it most. This reaffirmed the importance of caring for people and taking the time to recognize and respond to their unique needs.  

I’m proud of our Human Care approach and the way our team showed up—dedicated and committed—to protect the health and safety of our customers. We moved quickly to address health disparities and inequities, and thanks to our many years of experience gained through our Bold Goal work, we were equipped and able to address the greatest unmet needs of our stakeholders.  

Despite the year’s circumstances, Humana helped its Medicare Advantage members to maintain overall health-related quality of life in 2020, while actually improving physically Health Days in Bold Goal communities by 2.2% from 2019 to 2020.  At the beginning of 2020, we set an enterprise-wide goal to conduct three million health-related social need screenings and, in the end, we more than doubled that goal, with over six million screening events. During the worst of the pandemic, we received as many as 2,000 requests each day with inquires about food assistance. We responded to these needs through a Basic Needs Program, delivering well over one million meals in 2020 to those in need.

As you read over this report, you’ll see that despite a global pandemic, we were able to meaningfully impact the communities we serve, thanks in large part to the relationships and trust we’ve fostered as part of our Bold Goal work over the years, which prepared the way for a ready response.  

All my best, 

Bruce D. Broussard
President & Chief Executive Officer
Humana Inc.