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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

    • 2,822 total complaints in the last 3 years.
    • 1,072 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:10/19/2024

      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.
      -8/23/24 - my doctor gave me a prescription. I went to the pharmacy to pick up the medication and was told that I couldn't pick it up because my insurance wouldn't cover it without a prior authorization. Both the pharmacy and I contacted my doctor's office for a prior authorization and was told it would take a while.-I went back to the pharmacy two days later and paid out-of-pocket for my prescription. It's an inhaler and I need it to breathe, so I didn't have much of a choice.-9/27/24 - my doctor informed me that the prior authorization had gone through, so I submitted a claim for the cost of the prescription that I had paid.-10/11/24 - I got a notification that my prescription refill was ready for pickup. I went to the pharmacy and they told me, once again, that my insurance was refusing to cover it because they needed a prior authorization. I was confused, since she had already sent in a prior auth, but we contacted my doctor's office to send in another one.10/18/24 - I called my doctor's office to check on the prior auth. She said that it had gone through, was approved by my insurance, and my medication was ready for pickup. I went to the pharmacy and they told me that my insurance was still blocking my prescription because they need a prior auth. I went home and emailed my insurance and asked why neither of my prior auths hadn't been approved and what I need to do to fix it. They responded by simply telling me that my prior authorization hadn't been approved and didn't offer to help me resolve the ******** doctor and have twice have done what was requested of us. My insurance company seems to be ignoring the prior auths, which is stopping me from getting my medicine, which is very expensive. They also have not responded to the claim I submitted for reimbursement from when I paid for my medication the first time.

      Business Response

      Date: 10/21/2024

      his 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

      Customer Answer

      Date: 10/22/2024

       I am rejecting this response because:

      They are claiming to not being able to find my account with their company. Please give them my account info:

      Name: ****** ******

      Email: ***********************************

      DOB: **********

      My doctor sent in a third prior authorization request yesterday. I am begging them, please approve it. I am running out of my medication.

      Business Response

      Date: 10/22/2024

      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:10/17/2024

      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 called GEHA over six times regarding claims submitted by my provider ****** ********* at Imend therapy. I was told that the claims were labeled as ******* comp claims which I have never filed a ******* comps claim. When I talk to them I am told they don't see a documents showing I filed gor ******* comp claim and they send it back down for correction . They have not paid at least seven claims. They give the provider the run around and me as well.

    • Initial Complaint

      Date:10/17/2024

      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.
      United Health Care is supposed to pay my dental costs up to $2500.00. I have sent 5 copies of the bill and talked to them on the phone countless times. They still refuse to pay the claim. I want them to pay the dental bill that they agreed to.

      Business Response

      Date: 10/22/2024

      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. We do not have a signed UnitedHealthcare Authorization for Release of Health Information form on file. Since your letter provided a copy of the members correspondence and/or a description of the issue, we will be responding directly to the member. 

    • Initial Complaint

      Date:10/16/2024

      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 was instructed to pay my health premiums by check/mail when my automatic withdrawal failed during the month of May 2023 with the assurance that my benefits would stay active. The account was made inactive in May 2023 and neither of the checks were credited to my account. It was several months later that I realized the benefits were inactive with no communication from USHealth or *******************. I have made more that 10 phone calls trying to get a resolution, including calls where the customer service dropped the call or was unable to keep the phone speaker connected. Several additional calls were supposed to be resolved with a supervisor calling back. There was one resolution where one check amount was reimbursed, Each call I make regarding the second check reimbursement, I have gotten the run around, placing me on hold, not getting back and saying they are looking into it with no time frame for it to be resolved. Please note, that this company placed my health care benefits inactive with one payment that was not able to be withdrawn from my bank account. Secondly, they cashed two checks of mine that were not credited to my health care account leaving me without coverage from May of 2023 to November of 2023 when I finally had to pay for another plan without recouping these funds fully. I have given USHealth check numbers, dates the checks were cashed, etc. There is no reason why they are not resolving the second check with a reimbursement when they were able to do it for the first check. This health care company should be evaluated for fraudulent practices overall.

      Business Response

      Date: 10/18/2024

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

      Should you have any questions or comments, please call *** during normal business hours at ************.

      Sincerely,

      Tasia

    • Initial Complaint

      Date:10/16/2024

      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.
      REFUSING TO REFUND PREMIUMS PAID FROM 5 -1-24 ABD 10-16-24. I WAS ON PONES BEING PASSED ALONG TO 8 PEOPLE NOW BETWEEN *** AND THEIR SUBSIDIARY GOLEDN RULE. ITS A VERY, VERY HORRIFING EXPERIENCE. I AM SHAKING AND REALLY, RALLY ANGRY AND FRUSTRATED.

      Business Response

      Date: 10/22/2024

      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 at ************************ .


      Sincerely,

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

    • Initial Complaint

      Date:10/15/2024

      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 have United Healthcare's ******** Supplemental and Prescription Drug (Part D) plans.Without any notification my Part D plan premium was raised by 92% and I was given no option to cancel or change plans. My Supplemental plan was raised 17.4% in the middle of the year for no reason. After hours on the phone being lied to and hung up on a ******** investigator called them with me and they simply passed us around and hung up. I finally got a call from a supervisor who spent 15 minutes apologizing but refused to credit me for the fraudulent increases. I noticed they have thousands of BBB reviews with 1.1 average stars. Please help me if you can.

      Business Response

      Date: 10/17/2024

      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.  

      Thank you,

      ******* *.

    • Initial Complaint

      Date:10/15/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 waiting 10 months to be reimbursed for an MRI I paid for in Jan 2024. I have called and written 4 times Also, I have been given the run around about getting credit for months of food benefits I didn't use November 2022 to April 2023. $200 each month. I've been told 10 different stories of who I need to talk to for that issue. After over a year nothing has happened!

      Business Response

      Date: 10/22/2024

      I am responding to your recent correspondence dated 10-15-2024 Healthy Benefits credits and reimbursement for out of pocket expenses for a MRI. 

      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 enrollee's correspondence and/or a description of the issue, we will be responding directly to the enrollee. 

    • Initial Complaint

      Date:10/11/2024

      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.
      THEY REFUSE TO ALLOW ME TO UPDATE MY PASSWORD BY USING MY EMAIL AND SHE MADE ME VERIFIED ALL MY PERSONAL INFORMATION AND STILL REFUSED TO UPDATE MY PHONE NUMBER UNLESS " I SPECIFICALLY ASK A SERIES OF QUESTIONS". AND I QUOTE

      Business Response

      Date: 10/14/2024

      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

    • Initial Complaint

      Date:10/10/2024

      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.
      On 19 February 2024, I initiated an Optum Clearinghouse Acct for LITE Mental Health and **************** **** for a monthly $40 fee. The setup was done through CHARM EHR Support Team. On Feb 20, we received an email from the Charm support team that they will initiate the account and it should be ready within 5 to 7 business days. On 26 Feb, we received notification from Charm support that the Optum Clearinghouse account was created successfully.On 27 Feb, I reached out to them indicating the account was not functional, and I couldn't make the initial $40 payment. We have been in contact with them back and forth to try to resolve the issue. Several tickets were created by Charm support team.On 5 Mar, they said they created a new link, but it was not functional. On 12 Mar, Charm support gave us another ticket number from Optum, **************, reaching out to resolve this issue. 1 Apr, almost 2 months later, I received another email from Charm support stating they will setup a new link, which did not resolve the problem. We haven't had any updates from this point on.Eventually, we found out on the news that Change Clearinghouse was hacked. ***** is affiliated with Change, and at no time were we made aware that this was the problem all along. Nor, was I aware that Optum was affiliated with *********, still not being contacted by *****, I made a decision to look for another company as our clearinghouse.I finally heard from Optum in June (2 months later). They did not apologize for the delay, nor updated us on anything. Instead, we received an invoice for services not rendered. I immediately contacted them stating that due to there delaying us, we moved on and didn't want to use them. However, they have not reached out to offer any apologies, nor reply to my cancellation. Since then, we have received 5 invoices, to include harassments.Every invoice I received, I responded back, but they refuse to cancel the contract.***** did not provide service as agreed.

      Business Response

      Date: 10/21/2024

      Hello, 

      Optum Client Assistance team reached out to *** ****** ****** on October 15, 2024, via email requesting additional information. Client Assistance team inquired about her Change Healthcare ID number located on her invoice. To date we have not heard back from *** ******. 

      Should you have additional questions or concerns, please contact Optum Consumer Affairs. 

      Thank you kindly, 

      Optum Consumer Affairs 

       

    • Initial Complaint

      Date:10/10/2024

      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.
      The terms are not clear. I signed up for one pass 9/24 and then they attempted to charge my card again 10/1. There is no way I would have done this with 6 days left in the month if the terms are clear. I assumed it was 9/24-10/24 . I have not used the service . I want a full refund and my account closed.

      Business Response

      Date: 10/11/2024

      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

    UnitedHealth Group is NOT a BBB Accredited Business.

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