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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:11/06/2024

      Type:Product 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.
      My wife passed in July of this year. Her healthcare payment was automatically sent in August to AARP Healthcare for $310.85. When my bank tried to get the money back **** refused. I called repeatedly and finally they admitted having the money on 8/31/24. I received a letter 9/6/24 saying they owed my wife's estate $322.93 which was the payment of $310.85 plus a retroactive adjustment of $12.08. The letter also stated that the refund would be mailed shortly. I waited until October before calling again and was told the check was issued on 10/2/24 and I would receive it in 20 business days. They even gave me the check number. I received that check number for $12.08 and AARP is still giving me the run around. They have had the money for over two months and had ample time to return it. I would like a check for the full $310.85 sent immediately.

      Customer Answer

      Date: 11/14/2024

      AARP healthcare is handled by united healthcare.

      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. 

      Customer Answer

      Date: 11/25/2024

      BBB NOTE: Consumer called BBB public line 11/25, confirming that the company has contacted him and resolved the issue.

    • Initial Complaint

      Date:11/05/2024

      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.
      This business is responsible for billing for the ambulance ride I had to take on September 4, 2024. I have been calling for weeks trying to get a copy of my invoice to submit to the insurance, and every time I call and ask for a supervisor to return my call, they never do. I have no other way of getting in contact with them or another way to file a complaint.

      Business Response

      Date: 11/06/2024

      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:11/05/2024

      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 sent a request for sinus surgery and my insurance denied it. My doctor has CLEARLY shown that I need this surgery but United Health care has the worst processes in the world. They denied the claim and then we filed an appeal and they kept denying the appeal due to insufficient documentation, but my doctor has submit all the documents, but never communicated or told my doctor the correct file types or how to submit so they could never get them on time. I would have to call myself because my case manager never answered the phone for my doctor to even be told they needed to resubmit the documents. I am currently on hold with my provider on the phone and they are claiming they don't even have a supervisor available for my provier to speak with. In this big corporate they have no one availabnle. I have been trying to get this approved since September. It is now November and still no ones available. This customer service departments are not able to speak with each other and they do it on purpose so you can't get the information you need. I am paying for basically no insurance even though my doctor is telling me this will significantly change my life. This insurance company is the absolute worst, so if you have a choice, do not use them. I am going to fight this as long as I possibly can.

      Business Response

      Date: 11/17/2024

      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: 11/23/2024

       I am rejecting this response because:
      You did not attempt to contact me. So I find this a push off response so thag you pretend to claim responsibility but then don't actually do anything. Anytime I am given a number, UHC does nothing or does not answer the phone or gives me the run around. So no, I do not accept the response of we will reach out to you because you haven't attempted too yet. 

    • Initial Complaint

      Date:11/04/2024

      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 was IN the hospital. When I got out, as I knew my premium was due while I was admitted in the hospital, I called on a conference call with a member of the healthcare marketplace. We were told as long as I paid on the 1st of November, nothing would be suspended. I paid on the 1st as promised for both October AND November. When I went to pick up my medications, my coverage was suspended and I had to take out a payday loan just to cover my husband's insulin AFTER i paid my premium. I have a recording of a supervisor last Friday, telling me that she was going to call the pharmacy and let them know how to bill it to make it go through. She never called and I had to pay cash. This is fraud and theft! Now today, I have been on the phone for over 4 and a half hours trying to speak with a supervisor. I have been disconnected and called right back, called other numbers I was given an told to call etc. this is ridiculous!

      Business Response

      Date: 11/06/2024

      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:11/04/2024

      Type:Service or Repair 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.
      *** has a program called One Pass Select which gives members who pay monthly to access multiple gyms in the area. I first signed up for the digital version that would give me home workout videos, but after speaking to One Pass, I was convinced that the perks of becoming a premium member would be worth it. One of the perks of becoming a member is a free ******* plus account while I was on the phone with them. We came up with a plan to cancel my previous ******* plus account to put it under my One Pass account when the renewal was up. According to their rules, the premium account doesnt activate until the start the next month so there was a waiting period but they said that after the premium account kicked in, I would be able to cancel my ******* plus account on the renewal date And sign up again but under my One Pass account, which would cover it. They never said this was time sensitive. In fact, they said the opposite. Now they are saying, after I already canceled my previous ******** account (which I would have gotten at a discounted rate upon renewal if I stay with that W+ account) that the offer wasnt valid for W+ coverage. So basically, they lied to me and told me that there would be perks available if I sign up and then they took those perks away; they did this in order to get me to sign up. All I want is for them to keep their word on what would be available.

      Business Response

      Date: 11/04/2024

      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: 11/04/2024

       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.

      Since they cant correspond because of HIPAA, I will place my complaint with HHS and the state insurance department.

    • Initial Complaint

      Date:11/02/2024

      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.
      I am filing a complaint against Optum for poor communication and lack of follow-up concerning an urgent request for information. On August 27, 2024, I received a "Second Notice for Information" from Optum regarding a treatment I received at Tysons Emergency on June 4, 2024 (Event Number: PMR 12809061-12810813). This notice explicitly requested that I contact Optum immediately, which I did. However, despite this notice and an earlier one, Optum has not followed up or provided any additional information to address my case.I made every effort to comply with Optum's request by calling the provided toll-free number *************) as instructed. Unfortunately, my calls and attempts to reach a resolution have been ignored, leaving me with no clear understanding of the information they are requesting or how to proceed.This lack of follow-through has caused unnecessary stress and confusion, as I am left uncertain about any potential billing or administrative implications related to my treatment. I request that Optum take prompt action to provide the necessary follow-up, including clarifying the information required and assisting me with any steps needed to resolve this matter.

      Business Response

      Date: 11/04/2024

      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:11/01/2024

      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.
      I was diagnosed with chronic hepatitis C infection by my primary care physician in 10/2024.We decided on treatment with the medication *******. He sent the prescription to my retail pharmacy (a local CVA) who transferred the prescription to their specialty pharmacy in ************. The specialty pharmacy informed me that they needed prior authorization from my physician which he processed and was approved. Once that happened, the specialty pharmacy stated that they couldn't fill the prescription because they were not my insurance preferred pharmacy. I had to contacted my insurance and advised to ask my primary care physician to redirect the prescription to OptumRx (aka BriovaRx). My physician had already checked my hepatitis C viral load (~200K copies), checked for fibrosis (FIB-4 score of 1.0) and the genotype of hepatitis (genotype 6) as per guidelines. Optum Rx refused to fill the prescription unless they were provided with copies of the laboratory tests directly from my physician's office. My doctor's fax was not working and I offered to fax them the results myself but they declined. At this point, I've been trying to get this medication for almost a month and Optum Rx policies and protocols are doing nothing other than delaying my care and putting my health at risk. Since I also have HIV infection, I have a higher risk of rapid progression to fibrosis and as a primary care physician myself, this kind of unnecessary barriers only put patient's health at risk.

      Business Response

      Date: 11/04/2024

      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:11/01/2024

      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.
      So I was promised I would have full coverage insurance now that I need surgery. Theyre telling me that I need to upgrade to a premium and the cost to upgrade is gonna be so high. I might as well pay out-of-pocket for my surgery so this whole time Ive been paying insurance it hasnt helped me a bitnow I need help. Theyre not going to help me unless I pay more money.

      Business Response

      Date: 11/12/2024

      US Health has responded directly to the member regarding the specific concerns detailed in this complaint on November 07, 2024. 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,

      **** *. 


    • Initial Complaint

      Date:10/31/2024

      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.
      They deny all ***** Dental procedures. I need a crown and they keep saying - 50 Percent of the tooth must be missing. The tooth has a large filling and it's cracked.When I called them they said - the narrative wasn't sent in with the request....I know that's not true because I saw what the dentist sent in. My husband went through the same troubles.I'm in pain and I need this work done... when I called them they said it would be another 30 days for them to make a decision. Ref I-450115356 talked to *****

      Business Response

      Date: 11/06/2024

      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:10/30/2024

      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.
      *** is supposed to reimburse me 50% of all out of network expenses, including my absolutely necessary, DBT group therapy and Individual psychotherapy. I spend about $200 a week on this and its supposed to be reimbursed. Since May 2024, I have not received a reimbursement check for any of the services. Ive called multiple times and each person tells me that my issue will be resolved and it never gets resolved. I am out thousands of dollars And extremely frustrated.

      Business Response

      Date: 10/31/2024

      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

    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.

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