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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

    • 2,817 total complaints in the last 3 years.
    • 1,073 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: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

    • Initial Complaint

      Date:10/10/2024

      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.
      United received all documentation more than a week before today Oct 10. My sister had a surgery scheduled (including an expedite request which ****** acknowledged yesterday they received last week and failed to process). They had not reviewed the filed including approving the surgery as of last night which resulted in having to cancel a surgery that was NOT elective especially when its to remove a CANCEROUS TUMOR AND REDUCE TISSUE MASS TO ENSURE RADIATION WORKS! But instead they refuse to process or expedite explaining its NON URGENT! Growing CANCEROUS TUMORS ARE NOT URGENT?!?!

      Business Response

      Date: 10/11/2024

      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:10/10/2024

      Type:Delivery 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 ordered an apple watch through their Rally rewards program. Unfortunately it's incompatible with my iPhone. Wanted to return. Called Rep *** T who said it wasn't returnable. Case ********.

      Business Response

      Date: 10/10/2024

      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 consumer’s 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 800-343-4227.

      Sincerely,


      Consumer Advocate

      Customer Answer

      Date: 10/10/2024

       I am rejecting this response because: No response from UNH yet.





      Business Response

      Date: 10/15/2024

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 10/15/2024. 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 800-842-2656, extension 608664.


      Sincerely,

      Tanya F. 

      Customer Answer

      Date: 10/16/2024

       I am rejecting this response because:





      They are locking me into monthly payments for a non functioning device, charging my credit card against my wishes. This program has increased my stress and taken money away from me.

    • Initial Complaint

      Date:10/10/2024

      Type:Delivery 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 asked this company numerous times to STOP CALLING ME. I even added myself to the national do not call registry. Within the last ten days, after addition to the list, I just received my 1500th call from that company alone.

      Business Response

      Date: 10/16/2024

      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 your correspondence and/or a description of the issue, we will be responding directly to you regarding this review. 

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

      Sincerely,

      Khaleeqa W. 

    • Initial Complaint

      Date:10/10/2024

      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 reached out to a GEHA representative last week in reference to my GEHA Health awards. She was kind of clueless of what I needed to do. I had a cervical screening in which I did in March of this year and it has not applied to account summary. The new health awards is not user friendly as it was before which is quite annoying. The representative told me to input my information that was on the right side of the screen in which you have to manually put in your doctors information, service and date and stated that it was supposed to also automatically be applied when you receive the services that qualify for the reward. My mother has GEHA and is having the same issue by not obtaining her awards. Can you all assist me with getting my awards. I did the Health Assessment and see that that it was marked as completed and is waiting on my 75 to be applied to my account

    • Initial Complaint

      Date:10/10/2024

      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 have been trying to get this resolved for the past 2 years. I have made numerous phone calls, I first talked with a gal named *****. For the past year I have dealt with ********************** at the billing office in *******. She says I have a credit of $130(and I believe this to be very low) and has sent it in to be processed, She even forwarded the request to "Dedicated Accounts" for review. But still I have received no credit. Their billing system is totally non-understandable to a lay person. All other provider billing I understand. This has been going on since the middle of 2022. Totally a poor way for a medical provider to perform. I hope you can help me and if not, maybe it will help someone who has been dealing with this company and being ripped off.Thank you

      Business Response

      Date: 10/10/2024

      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 consumer’s 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 800-343-4227.

      Sincerely,


      Consumer Advocate

    • 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.
      I'm trying to cancel my subscription, but they require a phone number I no longer have. And heaven forbid there's an email address I can reach out to.

      Business Response

      Date: 10/13/2024

      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 **************** during normal business hours at ************.


      Sincerely,

      ********* ********.

    • Initial Complaint

      Date:10/09/2024

      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.
      I have been asking them for at least 6 months now to send me a new debit card. They have lied repeatedly for 6 months and have never sent it. This has made it impossible for me to buy the things I need in a timely manner and is beyond unacceptable. I have asked them to put a rush on the card since I have been waiting months and they send copy and pasted messages over and over again. ***** days and never send a card and definitely dont put a rush on it. Disgusting customer experience from a horrible company and I have never received a card that I NEED to pay for health related things.

      Customer Answer

      Date: 10/11/2024

       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.

      They overnighted a card to me as they should have done 6 months ago so the issue is now resolved. 

    UnitedHealth Group is NOT a BBB Accredited Business.

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