Creating solutions to provide personalized care

Despite all of its challenges, 2020 proved to be a year of great strides and expanded connectedness. We will continue to build on the progress we’ve made and focus on meeting members’ most important and unique needs. 

Humana’s Bold Goal is a commitment to members that their well-being is our priority. In 2020, we proactively reached out to members to address their unique and important needs. We met challenges head on, leveraging our five years of learnings and connecting members with our community partners to provide resources and support when they needed it most.


“We are at a pivotal moment in our country’s history as we work to get through the COVID pandemic. Actions we are taking now – and commitments we are making for the years ahead – enable us to continue helping the people we serve have more Healthy Days and better lives. Humana’s Bold Goal approach shows that it is helping improve members’ health, even in the toughest health crises and reinforced the importance of social health needs in overall health.”
Bruce D. Broussard
Humana President and Chief Executive Officer

Serving our members in new and needed ways

Created connections

In a year when social isolation was prevalent, members not only appreciated the opportunity to connect, but yearned for it. Humana partnered with the Institute on Aging (IOA) Friendship Line, a hotline seniors may use to find friendly companionship and emotional support.

Saved a life

Humana At Home care managers are nurses who appreciate the difficult circumstances members with chronic conditions experience. It is not unusual to support them in their clinical needs, but in the unusual year of 2020, when preventive visits and routine care had to be delayed, additional and targeted outreach became essential.

Made life easier

Medicare members have plan choices that can seem overwhelming, and if they have barriers to health, there is a lot to consider. Our agents had a unique opportunity in 2020 to support them in making sure they were safe and their social needs were considered.

Improved adherence

Among the personal outreaches Humana implemented in 2020 was a concerted effort to support a subset of members who were not taking their medications as directed – or non-adherent. Because we know that there may be many reasons behind a missed prescription, pharmacists contacted members to find out why they were having difficulty.

Prioritizing support in atypical times

In a year like no other, Humana and its partners provided critical support to address social needs for our members during the COVID-19 pandemic.

Ensuring our members' basic needs are met

Humana’s Basic Needs Program activated in 2020 in response to the pandemic, delivering meals to members in need. Tens of thousands of our most vulnerable members were able to get the support they needed, when they needed it.

The Humana Foundation aligned in root-cause work

Among The Humana Foundation’s four root-cause areas of focus is food security. Through its mission, to co-create communities where leadership, culture and systems work to improve and sustain positive health outcomes, the Foundation works tightly with Bold Goal initiatives to support meaningful projects.

Neighborhood Centers keep clients engaged

Older adults came to depend on their Humana Neighborhood Centers as resources. When the lockdown necessitated a quick shift to virtual contact, associates weren’t about to let their clients down.