Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gotten a letter in each of January, February, March, and now April, branded as **** ***** **** ******, a Medical insurance provider, with a "c/o Equian" on the top of the letter, a company I have never heard of before, saying that they want to "learn more about a recent medical claim of yours. If we don't hear from you, we could take back our payment for your recent medical services."
  
  I initially dismissed this as spam. A letter that was very vague, saying it was going to take money away from me if I don't call and confirm lots of my personal and medical information just so they can know if this doctors appointment had anything to do with a workers compensation claim.
  
  My claim had nothing to do with workers compensation, never mentioned that, and there is no bill outstanding, everything is paid up to date.
  
  So, not trusting the random letter I got in the mail, that could easily copy the **** ***** **** ****** logos onto a microsoft word document, I called my proper **** ***** **** ****** phone number on the back of my member card. It took 20 minutes just to get someone to find out what claim they are even talking about in this letter. The provider they listed is not the same as any doctor I've ever been to. Turns out its yet another shell company healthcare provider most doctors office use or are part of.
  
  Blue Cross Blue Shield told me, that this company I never heard of, or consented to having my claim information, could actually petition **** ***** **** ****** to take money away from me, and have me pay more for a claim that I have already paid for and is over and done with......Seems VERY aggressive for a company that sounds like they want personal/medical information and want to be part of a patient-provider-insurer that they do not belong.
  
  Based on this letter alone it'd seem that is probably how they get paid. Send out these letters, and any extra money they can squeeze out of companies for workers compensation makes them and the insurer money.

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6 2022 I fell out of bed, badly bruised my leg and was sent to the ER via ambulance. I was then admitted to the hospital for about a week to recover. There was no third party involved. I simply FELL OUT OF BED. And I had not been drinking or taking drugs, something the hospital can verify. All my bills were paid by Humana Medicare Advantage and I paid the co-pays. Then in August of 2022 I get notice from Equian implying they work for/with Humana and I need to c cooperate by answering questions related to subrogation. Since there was no return envelope, I called them and was told they could not take the info I had without the date of my birth. I refused. A few days later a woman called here and supposedly took the info without my DOB. Now I get a packet from this same company, dated February 2024, asking same questions with same account number. I don't know how these people got my info but they are starting to harass me, when there is no more info to give them. I did call and left a message to this effect but have not heard back from them.

  Business Response

  Date: 03/01/2024

  The following is Equian's response to *** ******** complaint. 

  Equian, a health payor payment integrity service provider, was acquired by Optum, UnitedHealth Group's health services company, in 2019.   Equian provides Medicare Advantage subrogation and reimbursement services to Humana for benefit payments arising from alleged third party negligence.   

  *** ******* a Humana Medicare Advantage plan enrollee, was identified
  as being involved in an April 6, 2022, accident, potentially caused by third party liability, resulting in Humana benefit payments.  As a result, Equian sent *** ****** an investigation letter requesting additional accident information to help evaluate possible third-party liability.  Equian has now determined there is no liable third party giving rise to subrogation or reimbursement.  Consequently, Equian has now closed its file.  

   

  Customer Answer

  Date: 03/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
   ***** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received multiple letters and phone calls from MetLife Equian. I have already responded to their questions and am still being harassed.

  Business Response

  Date: 08/08/2023

  Re:  Better Business Complaint No.: ********

          Consumer:  *** ******* *******

          Company:  Equian which was acquired by Optum in 2019

   

  **** *** *******   

   

  The following is Optum’s, UnitedHealth Group’s health services company, response to BBB complaint number *********   

   

  Optum, which provides short-term disability subrogation recovery services to MetLife, sent *** *******, a MetLife short disability plan member, a third-party liability investigation letter on June 2, 2023.  On July 13, 2023, *** ******* responded to Optum’s investigation letter.    Based on his response, Optum determined that *** *******’s disability benefits did not arise from third-party liability.  As such, Optum closed its subrogation file.  Unfortunately, despite the file’s closure, subsequent investigation letters were inadvertently sent to *** *******.   Optum apologizes for the inconvenience this caused.   

   

  If the Better Business Bureau has any questions regarding the above, please contact me.   Thank you. 

   

   

  **** ******

  Associate General Counsel | Optum Corporate

   

  O *** *** ****

  *********************

   

  125 South 84^th Street

  **********

  Milwaukee, WI 53214

   

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is totally fraudulent. I received a letter on behalf of my mother. She, under NO CIRCUMSTANCES, had any type of "accident or injury" and yet these scam artists want to gather her information. She has top rate insurance, and they are claiming to be working with them, but they sound like a bunch of pathetic ambulance chasers. You aren't going to get any information from me, and this is your only warning to leave us alone. Scammers, scammers, scammers. How is this company allowed to operate?

  Business Response

  Date: 05/23/2023

   

  I am responding to the BBB Complaint ID ******** submitted by Ms. ******** ******, concerning her mother’s receipt of correspondence from Equian.  I am an internal attorney with Optum, which is a company owned by UnitedHealth Group (UHG).  UHG is a Fortune 5 company, focusing on health care and well-being to help build a modern, high-performing health system.  We work with governments, employers, partners and providers to care for 152 million people and share a vision of a value-based system that provides compassionate and equitable care.  Equian was acquired by Optum several years ago, but still uses the Equian branding in some communications.

   

  We understand Ms. ******’s concern about her mother’s receipt of the letter.  However, at this time, we are unable to further investigate this matter as we need to know the identity of the member (Ms. ******’s mother) in order to review the matter.  If the complainant provides the name, Member ID, or social security number of her mother, we can conduct an investigation and further respond.

   

  Please note that Equian provides certain services to health care insurers, including subrogation and reimbursement services.  Subrogation and reimbursement services involve determining whether an entity other than the insurer may be responsible to pay for the claims for the member’s treatment.  Our internal analytics appear to have identified certain claims as potentially the responsibility of another entity, which would have prompted the letter she received.  We encourage members to respond, but if there is no response, Equian will perform additional analytics to try to identify if another entity is responsible for paying for her treatment.  If no responsible entities are found, Equian would close its file and have no further contact with the member.

   

  Please note that Equian’s subrogation and reimbursement services help control an insurer’s costs and contribute to maintaining the cost of insurance by ensuring that the entities responsible for the treatment pay for the claim(s) related to the treatment or reimburse the insurer for claims that should have been paid by others.  This is a common service we provide to many health insurers and health plans.

   

  I am happy to respond to any further inquiries.  Thank you.

  _
  

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  First of all, the internet doesn't agree with your statement that you aren't fraudulent.  According to multiple sources, your "company" is not associated with my mother's insurance.  Stating that you are an attorney, providing fake letter head, and a super suspicious website does not alleviate the fact that the burden of proof to is on YOU to prove you are not fraudulent, not me.  Separate letterhead?  Give me a break.  I will not give once ounce of my mother's information until you can prove that you should have it.  If I receive a letter from her LEGITIMATE insurance stating to cooperate with you, then that's fine.  But so far, her insurance never heard of any of your "company's" names, so I will not be providing you with anything.  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 05/25/2023

  Good morning.  We are
  in receipt of Ms. ******’s further response to the BBB.  We appreciate Ms. ******’s concerns, and we are
  interested in further responding to address the complaint to her satisfaction.  Unfortunately, without information about the
  Member, we are unable to investigate this matter further.  I am happy to take a phone call with Ms.
  ****** if that would assist, and I can try to resolve this matter.  Otherwise, we will consider the matter
  closed.  Should Ms. ******’s mother receive an additional letter, please feel free to reach out to me directly to further
  discuss any concerns.
  
  Thank you.

  **** R. *****, Associate General Counsel, Optum

  direct dial: ************

  email:  **********@optum.com