I want to express to Humana that I am disappointed with this decision and ask you to reconsider. I feel like it is a way to keep things off the record. When you call, it's like the call never happened when the customer hangs up. With online messaging, we have a record the customer can easily access of what the customer service representative said.
Chat doesn't allow for extended conversation for time to dig into more complex issues. Mail and fax is inconvenient and outdated. Social Media doesn't handle all platforms and does not seem as secure for private medical information. And with phone calls, which Humana could record but I suspect I couldn't, leaves much to be desired with no customer accessible record and the same issue as chat.