We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

This profile includes complaints for UnitedHealth Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

UnitedHealth Group has 524 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2,833 total complaints in the last 3 years.
    • 1,074 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Im very frustrated with my access on one pass select. I pay for one pass select and I have to say it was always schemed. United health care barely mentions this offer of a gym access to thousands of gyms. You have to search up how to sign up for this service that helps keep people healthy. I was so happy when I first got the service. Then last month they are offering a price hike for my membership by 20 dollars. But losing the one service I use the most LIFETIME. Im not sure what I am paying for and feel like my insurance is actually s******* me over. Im not sure what were getting instead for paying more? Theres no mention of access to another gym.

      Business Response

      Date: 11/19/2024

      To Whom It May Concern:

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.

      Sincerely,


      Consumer Advocate

    • Initial Complaint

      Date:11/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My wife has sought coverage of a medication, ********, after demonstrated progress through step therapy (propanolol, *******, *****) in the past. Physicians, from a new physician here in ******* and including one from where we used to live in ********** have provided documentation and requested authorization, yet Optum refuses to let her have her medication with any coverage. This is classic deny and force people to appeal. In the meantime, my wife can't leave bed due to debilitating effects of migraines. We need help with this prescription insurance coverage and blatant refusal to pay.

      Business Response

      Date: 11/18/2024

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:11/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 been calling *** for a whole year now trying to get my son's speech therapy claims paid by ***. The speech therapy location has also tried to reach out to them but they in order for *** to pay out the claims they requested the speech therapy office to change codes. That is obviously fraud and the office declined to do so. I did my part and paid the copayments and have submitted doctor's letter and when I call them , I'm provided with fake information on where to submit documents. I need help contacting someone legit at *** that can help me .

      Business Response

      Date: 11/21/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to this submission regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. I have attached the appropriate authorization form for the member to complete if they would like a copy of the resolution shared with the BBB.

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ********************
      Sincerely,

      ******** *.

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 called united healthcare to enroll in the *** plane number 0009 on November 2 2024 but they cancelled my enrollment without informing me and I called againe on November 3 2024 to enroll in the same plane but they cancelled my enrollment againe finally I called them againe and they said they enrolled me ? how can I trust them? with my health I am 79 years old and that is elderly abuse I am requesting a full investigation exeplaning what happens and how to correct this tragedy .

      Business Response

      Date: 11/19/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (Better Business Bureau) regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.  We have forwarded this to our Appeals and Grievance Team to review and provide a letter of written outcome to the enrollee.

      Thanks,

      ******* *.


    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had the insurance with unitedhealth care for over 3 years (SR *** *******). In the past, I kept having prescription of PREP, which is fully covered by the insurance. On 09/06/2024, I paid the 90-day supply of PREP as usual and submitted the claim via Optum RX (Claim Number 24311518-01-90-001). However, they only reimbursed 31-day supply to me by Optum. Optum explained that UnitedHealth only allows for 31-day supply. I need to contact UnitedHealth for remaining reimbursement. Although I and my provider contacted them many times, they did not solve it. Since this September, they made big changes with our insurance, including the new policy of only allowing 31-day supply, but they did not share it with me and my provider. Therefore, my request is to get fully reimbursement for prescription.

      Business Response

      Date: 11/18/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond directly to the Better Business Bureau regarding these concerns.Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 
      Should you have any questions or comments,please feel free to call us. We can be reached during normal business hours at ************.

      Sincerely,

      Consumer Affairs

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Upon searching for health insurance through ****** I was connected with an insurance broker. I had never used an insurance broker before, ****** *******. Mr. ******* did an excellent job acquiring good insurance for myself better than the last one I had. The issue that presented itself was when two unauthorized charges appeared on my bank statement on 7/17 for $106.96 and on 10/9 for $173.92. Mr ******* explained to me that there was an enrollment fee for the health plan I had opted for. During this conversation however, United Healthcare was never discussed. But Chesapeake UHC is what appears on both bank transactions. After reaching out to ****** and speaking with two separate brokers I was informed that there is no such thing as an enrollment fee and this type of issue occurs frequently in their offices, Meaning, that an insurance broker representing many health insurance agencies will sign the customer up for what the customer has opted for along with involuntarily signing the customer up with another insurance company unbeknownst to the customer, once the banking information has been divulged for a non-existent enrollment fee. All of this information and more has been given to *** and my bank, *********** however, nothing is being done. The insurance broker has yet to be penalized, and I am out of $280.88. *** is not helping at all, and my bank will not return the unauthorized charges, I am asking for my money to be returned due to the insurance broker fraudulently representing himself. Customers want to trust anyone assisting in cases such this, but trust goes out the window when a customer has been defrauded.

      Business Response

      Date: 11/26/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************.

      Sincerely,

      ****** *.

    • Initial Complaint

      Date:11/14/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Have entered information below in the desired resolution, but will say I wish United Healthcare and Optum RX to cancel my ******** policy with them so I and my spouse can receive or medications thru the TriCare for Life program (retired military) and their supporting pharmacy which is Express Scripts. Until I get letter of cancellation of program, I am not able to use express scripts for my ongoing cardice history. Oh I am 73 so this is very important to me and my life,

      Business Response

      Date: 11/15/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at *****************************.

      Sincerely,
      *******

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 processes our claim payments and is a 3rd party to the insurance company we are contracted with. I have been dealing with them since June to add me as an admin so that I can update our bank information in order to receive claim payments. We are unable to get paid until this is done. This has been going on since June and each time I call they start the process over and then drop the ball and do not follow through. We have no claim payments since June and it is unacceptable. Please help

      Business Response

      Date: 11/15/2024

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      As of July 1st *** was not processing all my prescriptions and bills were not being paid. No change was made on ***. I previously had a secondary insurance (******) prior to July 1, before my wife retired. On September 9th I spoke to *** regarding these issues explaining I did not have a secondary insurance. The *** assured us that the medical bills would take 30 days to re-process that hadn't been paid. On September 30th my wife spoke to *** regarding my prescriptions still not being covered fully by my insurance. The *** spoke with the pharmacy to verify coverage of my current prescriptions. She sent forms for reimbursement were emailed for those prescriptions that were not ran through insurance. However the forms sent were for Optium RX and these prescriptions were picked up at a local ************************* October 1st, interaction number S-707722991. The *** said the coordination of benefits was processed but not the medical. The *** said it would be 30 days to process the unpaid bills.On October 19th I was still having an issue at the pharmacy with billing my insurance to cover the prescriptions I needed. It was a Sunday and I was out of my prescriptions and I had to pay out of pocket $200 for ************* which should have cost $7.28 and also ***** for ********** which should have cost $8 through insurance. I sent the reimbursement forms to Optium RX as I was instructed to do so.On October 21, My wife spoke to UHC reference #I448777722 and the *** spoke to the pharmacy reassuring us all the prescriptions were verified and updated.On November 13th my wife spoke with *** about the overpayment of prescriptions and how to get refunded the difference. After waiting an hour while talking to the *** the phone call was disconnected. We would like to get reimbursement of $211.01 for the ************************** billed to us on October 21 due UHC not covering the prescriptions. This was all because *** was not doing their part.

      Business Response

      Date: 11/22/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to this submission regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee and the resolution will be sent in writing. I have attached the appropriate authorization form for the member to complete if they would like a copy of the resolution shared with the BBB.

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ******************************
      Sincerely,

      ***** *. 

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      About 2 almost 3months again I received a Reimbursement check from united Healthcare and it was in the wrong lastnamw so I was told to call them and have the re send one out with the right name. I did and the told me it would be 2 weeks it still hasn't came I've called them and keep getting the ru. Around saying it was sent and then I wait 3 more weeks called and they said it was never sent the just 2 weeks ago the said it would be another 3 weeks I've asked to speak to a Manger or supervisor and they keep telling g they don't have any there and that it will be 3 more weeks I just called today and they said they haven't sent it and that it will be 7 to 10 days now they also keept saying g they would have a supervisor call me I still haven't heard from one and the agents say they will call me back and they don't I just want to know what I can do I have medical bills to pay with this and I'm not receiving it it is a round 2 000$

      Business Response

      Date: 11/14/2024

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 

      Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at *****************************.

      Sincerely,
      *******

      Customer Answer

      Date: 11/19/2024

      I am rejecting this response because:

      I still have not received the check and they told me it would 
      Be 7 to 10 business days and she said it could sooner cause she put it has a rush and she said that she was going to call me. This was all on the same day I sent you guys my complaint. I hung up with *** and then messaged you guys. I'm to the point with uhc that if I have to call them it will be from my lawyer. It has been 2 months for a check all over my last name was wrong and now they aren't stending I'm getting new uhc cards and I'm not with them I switched to bcbs of alabama 

      Business Response

      Date: 11/26/2024

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 11/25/24. We thank you for providing us with the opportunity to address this concern.

      Should the complainant have additional questions or comments after receiving our response, please kindly request the complainant contact me during normal business hours at ******************************.



      Sincerely,

      Schwanna A

       

       

    UnitedHealth Group is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.