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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

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UnitedHealth Group has 524 locations, listed below.

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    Customer Complaints Summary

    • 2,824 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/11/2024

      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 trying to enroll with this company in a ******** advantage plan. I have spent 6 hours on the phone with different people, different places, and keep being told that I do not have a certain plan to enroll in the plan I want with them. Even though, I do! Other companies can find it with no issue. I was told I'd be contacted about this, not one person did. They are trying to say age is an issue as well.

      Business Response

      Date: 11/15/2024

      UnitedHealthcare is responding directly to the perspective member regarding the specific concerns detailed in this complaint. We thank you for providing us with the opportunity to address this concern.

      Customer Answer

      Date: 11/15/2024

       I am rejecting this response because: I was never contacted. 


      Business Response

      Date: 11/25/2024

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 11/11/2024, 11/12/2024, 11/19/2024, and 11/22/2024  . We thank you for providing us with the opportunity to address this concern.

    • Initial Complaint

      Date:11/11/2024

      Type:Order 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.
      ********** Blue Shield accidentally ended my coverage in Sept 2023 and it should have ended Dec 2023, because of that there were several claims that were denied. I worked with the insurance company for 6 months to resolve and they found that coverage was accidentally cancelled for me some how. It was fixed and I was asked to have the claims resubmitted, ****** ******* refuses to resubmit the claims and said the insurance company will do it, the insurance company is saying they need to resubmit. After going back and forth this will never be resolved and I am required to pay out of pocket for covered services. (I will mention that other medical providers resubmitted the claims and they were paid promptly) Now I am stuck paying all of these and they refuse to resubmit the claims. I just want the claims resubmitted as they are the ones who do that, I cannot!!!!!!!

      Business Response

      Date: 11/12/2024

      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:11/11/2024

      Type:Billing 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 am very disappointed with the trickery and fraud scheme forced upon me by ******** ongoing for over 20 years of identity theft of my ******** card to an ******* *************** a State employee in ******** and to now from a discussion at United healthcare last night at ************ ****** whom chosen to lie and she said I am not a member A LIE. I told her she was the first to say this to me but n years. Then she said I were terminated in 2010 which is another lie that ******** and ssa administration has finally discovered after fraudulently making me suffer. I have legal claims at United healthcare and on 10/17/2024 in an letter from ***** informing me that ******** has finally removed ******* *************** off of my ******** account as for over 20 years they have always played dumb.

      Business Response

      Date: 11/11/2024

      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:11/08/2024

      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.
      On September 5th 2024 I went to ********************************** *************** for a simple physical check up referred to me by the insurance representative. paid a co pay of $35 & $15 for my prescription the next day they post the claims and it states i might possibly owe $600 for the x ray and blood work that my insurance is suppose to cover i had to call customer service 6 times just for them to keep saying the same thing but not delivering i then paid half of the ******************************************************************************************************************* they started a new policy on october 1st where the hospital and doctor i went to will be not in my network but i went on september 5th so they charged me for out of network costs instead and they werent suppose too i was told i was suppose to be reimbursed and its been weeks and i still havent and i now i have another bill from the hospital too.

      Business Response

      Date: 11/11/2024

      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:11/07/2024

      Type:Customer Service 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 trying to obtain coverage for a GLP-1 medication for around a year. I work for the state of **** and received notification this year that ******* would begin covering Zepbound. I have been paying out-of-pocket for the medication for the past year totaling $4950 to date. As a consumer, I am stuck in the middle of a never-ending process between my doctor and OptumRx trying to get the medication covered. The process is not consumer friendly and I am constantly calling OptumRx to try to get additional information. This medication is being requested for continuation of therapy with positive results for control of high cholesterol and high blood pressure. The continue use this medication reduce the risk of major cardiovascular events. I can provide information showing my out-of-pocket expenses from ******* pharmacy in ******, **** if needed. I can also submit labs as needed. The last time I called ***** was the most frustrating because now they are saying, I need to have paid claims on file for Wegovy or ******* in order to get Zepbound paid for. However, if I try to request these medications through my doctor, OptumRx tells me Ive exhausted all of my appeals options and Im out of luck for six months. My doctor has tried to have a peer to peer review with OptumRx, who did not call on the date. They were supposed to call for the peer peer review.

      Business Response

      Date: 11/07/2024

      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

      Customer Answer

      Date: 11/07/2024

       I am rejecting this response because:

      I signed a consent form when I filed this complaint that BBB could advocate of my behalf. 

      Business Response

      Date: 11/12/2024

      Hello,

      We are writing to confirm receipt of the Better Business Bureau complaint received within Optum Consumer Affairs on November 7, 2024. Thank you for bringing this issue to our attention. We want to assure you we are researching the details of your inquiry and will respond to you as quickly as possible regarding your concerns.

      Optum Consumer Affairs attempted outreach to ***** ***** on November 7th and again on November 8th, leaving a voice message with our direct contact information. 

      Thank you kindly, 

      Optum Consumer Affairs 

       

      Customer Answer

      Date: 11/13/2024

       I am rejecting this response because:
      Still in open communication with optum. Have spoken with them yesterday and today and have a call scheduled for tomorrow to discuss further. 

      Business Response

      Date: 11/15/2024

      Hello,

      We are writing to confirm receipt of the additional comments by ***** *****. Optum Consumer Affairs is working closely with ***** ***** and will provide updated information as available. ***** ***** has been provided Optum Consumer Affair's direct contact information and is welcome to reach out as needed. 

      Thank you,

      Optum Consumer Affairs

      Customer Answer

      Date: 11/15/2024

       I am rejecting this response because:

      Still working towards resolution. Would like this to remain open until resolution has been met. ***** is still reviewing documentation. 

      Business Response

      Date: 11/18/2024

      To whom it may concern,

      Optum Consumer Affairs spoke with ***** ***** advising all appeal levels have been exhausted. Pharmacy benefits are to be administered per the plan design, the latest denial explains that all appeals have now been exhausted. Ryver ***** has been provided Optum Consumer Affairs direct contact information should there be any further questions or concerns.

      Sincerely,

      Optum Consumer Affairs

      Customer Answer

      Date: 11/19/2024

       I am rejecting this response because:

      This is not the same information I received last week. Was told optum was reviewing to see if there was another level of appeal for Wegovy since it skipped to EMR. Also, if all appeals levels have been exhausted, it is due, in part,  to lack of communication between optum and my physician. Optum never exercised the peer to peer process that was requested by my physician leading to a forced appeals process. this is a main reason for my BbB complaint. Optum claims they are here to help get medications for members yet, do everything possible to blame the physician and member without taking the rightful step of having a peer to peer conducted to clear up and confusion between the plan and physician. Leaving the member stuck without medication. This is also not the only medication that has happened with for Optum. They update clinical coverage criteria with the goal of non coverage. At the end of the day, my plan sent a letter in July stating these medications would be covered. Optum should assist myself and the physician to get what is needed to get it covered. Saying level are exhausted it not acceptable. There is clearly a disconnect here that needs remedied. 

    • Initial Complaint

      Date:11/07/2024

      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.
      We are a Cardiology Practice in business for over 30 years. *** has recently stopped paying claims on their ******** replacement product. They say all of a sudden we are not in network with ******** which we are. We have been trying to months to get help from them. The only way to get anyone in credentialing is online chat. They have said multiple times in chat that we would be contacted by someone in authority to straighten it out and have gotten NOTHING. One man left a voicemail and hasn't returned a call since. This has been going on for several *********** can not even get anyone on the phone to help correct this. Our business is losing money daily. Please help us get this straightened out. Please let me know if there is somewhere else we should be filing complaints with. Thank you kindly,***

      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:11/07/2024

      Type:Customer Service 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 was unfortunately scammed by a *** from *************** several years ago. For whatever reason, *************** would not let me use my *************** card to pay for medical expenses. At the same time, they started charging a monthly maintenance fee for the account. So basically I cannot use the money in the account, and their fees are slowly draining the account. I attempted to get my money out of the account by calling them. Unfortunately, I have to sign up for an account and other services in order to close my account. This is an unnecessary burden aimed solely at preventing me from getting my money. All the while, they are draining my account. I don't want another account or other ********************. I want to close my existing account. I don't understand why it has to be so difficult.

      Business Response

      Date: 11/08/2024

      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:11/06/2024

      Type:Customer Service 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.
      One of thr main purpose of getting UHC was because of the rewards. On October 8th I stop getting rewards because thr app would not sync with ****** fit. I spoke to three customer service representative since then. One help me with trouble shooting and another today tried to do the samething. The first ****** told me everything is connected and my rewards would be updated. Then the one from today told me that they would reimburse me the rewards. In addition that she could see my activities on their end. For example the walking. However when I asked how.many steps I did they went around my question. I ****** this problem and it seems like a UHC problem. I saw several people experiencing the same thing. Thus its a problem they are not trying to fix. I want my rewards from October 8th or whenever I stop getting them.

      Business Response

      Date: 11/07/2024

      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:11/06/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Today, 11/06/2024, I attempted to set up an online account with United ************************** for my new ******** prescription drug plan. I was unable to set it up after numerous attempts as it kept giving me an error message. I contacted customer service via chat and worked with ****,. She said that I had an incomplete account associated with my email address and the web tech team would help me with deleting of the incomplete account. After the deletion of the account I could use my email to register. She said to contact ************ Monday - Friday 6 a.m. to 10 p.m.CST Saturday 8 a.m. - 4 p.m CST and they would solve my problem. I called the number and before they would help me with my technical issue, they tried to sell me a savings plan of some sort and would not move on when I refused to approve a fee the savings plan. I told them in no uncertain terms that I did not want this program and I want to technical support. The person I spoke to said to call him *****, just kept trying to get my information to sell this program to me. I finally hung up on him without my problem solved. What kind of technical support is it when you call and they want to charge you and send sell you some sort of savings program in order to have technical support. I find this very misleading and very unethical to be referred to this number that she had to know was going to be a sales pitch. They need to be reported for such behavior.

      Business Response

      Date: 11/07/2024

      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

      Customer Answer

      Date: 11/07/2024

       Better Business Bureau:

      I want to cancel the complaint as I dialed the wrong number. It was all my fault not United HealthCare's. I apologize for causing any problems.  ***** *******

    • Initial Complaint

      Date:11/06/2024

      Type:Sales and Advertising 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.
      ***** FAILED To FILE MY ****************** and charging me extra 10 dollars after I had transfer my prescription to ******** they add ***** more the balance was ***** and now it's ***** since I had transfer my prescription due to them failing to file my insurance

      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

    UnitedHealth Group is NOT a BBB Accredited Business.

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