Business Profile

Health Insurance

UnitedHealth Group

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Complaints

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

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.

Initial Complaint
Date:10/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 daughter, ***** ******, has United Healthcare Insurance under my husband, *********** ******, policy. Member ********* group ******.She was seeing a therapist that isnt in network, ******* ********. He created a super bill and I filled out the appropriate forms to request coverage from united healthcare. Dates of service are 6/19/2024, 6/27/2024, 7/3/2024, and 7/15/2024 with bill totalling $675.00. At first I wasnt seeing any results and called repeatedly with no answer. Then I saw that it came through denied. A representative by name of ******** extension ****** was assisting us with this claim. She said she would resubmit it and now it says partially denied. No one has been able to explain to me what that means by partially denied. It says no amount will be paid. But with out of network providers from what I understand with my policy it will pay 40% once Ive paid in $2,000. Ive been asking and no one knows the answer. Im trying to determine if Id like my daughter to continue to see this therapist. Someone please help me understand this claim.
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:10/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 being harassed every other Day it feels like i tell them that i dont want anything and i wish to not be contacted and if i hang up i get another call with in like 2 hours again from a different number. This is causing a mental stress for me.
Business Response
Date: 10/09/2024
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 enrollee’s 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 800-842-2656 ext 608942.

Sincerely,

Jodi O
Consumer Affairs Advocate
Initial Complaint
Date:10/07/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 Healthcare Advantage Plan has continued to take $29.00 out of my SS check since Dec 2023 even though I no longer have insurance with UnitedHealth Care Advantage Plan as of Dec 2023 No one will resolve this problem or will the complaint **** ever call me back. It's Oct 2024 now and this needs to be resolved. UnitedHealth Care avoids trying to resolve this problem.
Business Response
Date: 10/08/2024
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 enrollee's correspondence and/or a description of the issue, we will be responding directly to the enrollee.
Sincerely,

Susan C.
Consumer Affairs Advocate
Customer Answer
Date: 10/08/2024
I am rejecting this response because:

It's been a long 10 months trying to resolve this mess with United Healthcare Advantage Plan. They say it's SS, then SS says it's Medicare, then Medicare says it's UnitedHealth Care. All I know and I have proof from SS is $29.00 is being taken out of my SS check for the UnitedHealth Care Advantage Plan I had in 2023. I DO NOT HAVE THIS INSURANCE as of Dec2023. Why is the $29.00 being taken out from my SS check. This needs to be resolved immediately. 10 months is way to long. Someone needs to find an answer. I've repeatedly called Vicky from the UnitedHealth Care complaint ph number, and she never had the decency to ever return the many, many, many voicemails I left her. Poor way to treat people.
Initial Complaint
Date:10/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 a prescription for generic Adderall XR sent to OptumRX, as they are the prescription administrator for my health insurance plan, and that medication is out of stock in every local pharmacy near me. My prescription was cancelled without anyone notifying me; I only discovered it when I went to check what was happening. I then called and spoke with someone on September 14th, who told me the medication was out of stock, but that she had the name brand that she would have shipped via rush order to me before I ran out of my current prescription. Two weeks go by, and I go back to check and discover that, once again, the order was for the generic and was cancelled without notification. I called back on Tuesday, October 1st and spoke with someone who told me I would be given a one-time authorization to switch to name brand, but that I would need to get a new prescription sent in. I did so, and then received a call the following day on October 2nd, wherein the representative told me that the medication would not be covered and that there was no record of anyone authorizing the switch. She refused to help, and insisted I could pay full price or not get my medication. This is a vital medication for a severe disabling condition (narcolepsy), and I run the risk of severe bodily harm without it.
Business Response
Date: 10/03/2024
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: 10/03/2024
I am rejecting this response because:

It did nothing to resolve my issue, and I had already given the better business bureau permission to discuss this through the HIPPA acknowledgement when I submitted the complaint. United Healthcare has not contacted me, and do not seem to actually be doing anything to resolve the issue.
Business Response
Date: 10/04/2024
Hello,
We are writing to confirm
receipt of the Better Business Bureau complaint received within Optum Consumer
Affairs on October 4, 2024. Thank you for bringing this issue to our attention.
According to BBB notice,
we have 10 calendar days from the date on the correspondence to provide a
resolution. We are not understanding why a rejection was posted. We are still
researching the details of the inquiry and will issue a response upon completion
of our review.
Thank you kindly.
Optum Consumer Affairs
Initial Complaint
Date:10/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 an override on my medication to check my glucose but united Healthcare refused to do so. I cannot afford to pay for this out of pocket!!!!
Business Response
Date: 10/04/2024
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.
Customer Answer
Date: 10/05/2024
I am rejecting this response because: As usual they continue to play games with my health!! I definitely will be getting rid of them real soon!!! No good bums!!
Initial Complaint
Date:10/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 registered a HealthSafe ID as required by United Healthcare when I signed up for their health insurance approximately 3 years ago. I left the job under which I registered. I was then hired by another company that uses United Healthcare as their insurer for their staff. I have been working out at a local gym and would like to use my employer benefit discount at the gym. I cannot get the code that I need for the discount because I can't remember my healthsafe ID password. I cannot reset the password because I no longer have access to the phone number or email that the account was registered under. I have called HealthSafe ID multiple times over the past month and today called United Healthcare to assist me in getting the information. United HealthCare transferred me to HealthSafe ID who asked me all of the same questions they have asked me for a month and told me I would have to continue to wait for resolution. I just want to be able to reregister and access my discount benefit. Hoping that the BBB will be able to help me get the information that I need/access. It does not seem right to not be able to reregister when I can give correct member names and dates of birth, social security number and UHC ID number.
Business Response
Date: 10/03/2024
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: 10/03/2024
I am rejecting this response because:

While the representative who called today was polite and understanding, I do not have resolution/access to my account at this point.

Business Response
Date: 10/09/2024
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 enrollee’s 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 800-842-2656 ext 608942.

Sincerely,

Jodi O.
Consumer Affairs Advocate
Initial Complaint
Date:10/02/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 Urologist submitted a letter request for a prior authorization for penile implant surgery. This PA was immediately denied despite the fact that GEHA covers this surgery for gender affirmation surgery. In both cases, this is the exact same procedure. In my case, it is necessary to correct a medical condition, while providing the procedure for gender affirmation is purely an elective cosmetic procedure.
Initial Complaint
Date:10/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Dates 7/8/2024 & 7/9/2024 for quest diagnostics. The doctors office and quest keep trying to get the insurance to put through the correct code for billing and they are refusing to do so. They are charging the full amount since the code that was put in is incorrect. This is going on 3 months now trying to get this corrected and the insurance company will not put the corrected codes through for the 2 bills. The full amount is being charged to me without any coverage from the insurance. I have tried over & over to resolve this with all 3 places... the doctors office, quest diagnostics and the Insurance company...the insurance company is the one not willing to put the correction through.
Business Response
Date: 10/03/2024
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 enrollee’s 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 UHOne during normal business hours at 800-657-8205.

Sincerely,
Tasia A.
Initial Complaint
Date:10/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 signed up into a program with United healthcare and their one pass select program. It was a discount on a health club membership. But they told me before I signed up was different from what I was told after I signed up. They are very misleading And dont tell you all the details and they give you a no refund policy which is ridiculous.
Business Response
Date: 10/01/2024
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: 10/08/2024
I am rejecting this response because:
It doesnt refund the money I paid. I was not given all the information from United Health before I signed up. I found the information misleading and canceled an hour latter. Consumers in ********* have the right to cancel a contract an hour after paying. They are giving misleading information ani I deserve a refund.

Business Response
Date: 10/09/2024
Hello,
After careful examination, we have confirmed that Mr. ****** selected the premium tier for his membership. However, the facility he desire access to is part of our elite tier membership, which offers additional benefits and access to exclusive facilities. To gain access to the requested facility, we recommend upgrading his membership to the elite tier.
Regrettably, our billing policy prevents us from refunding his current membership as the gym tiers are visible to members in the search tool prior to purchasing a tier. We apologize for any inconvenience this may cause.
If Mr. ****** have any further questions or concerns, please do not hesitate to contact our One Pass Select customer support at **************. Our representatives are available Monday to Friday from 8:00 am to 9:00 pm Central Time and will be more than happy to assist him.
Thank you kindly,
Optum Consumer Affairs
Initial Complaint
Date:09/30/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 01/30/2024 I had a medically necessary surgery. Approx ***************************************************************************************************************** my body causing severe pain. I called *** insurance ahead of time (01/16/2024) at 1100 hrs and spoke with **** who told me the surgery was covered. My *********** also obtained prior authorization from ***. After the surgery they denied the procedure and said they do not cover bariatrics. This was not a bariatric surgery. I did not have my lapband removed to lose weight. I did it because I was in great pain. They covered the hospital claim but not the ** or the Anasthesiologist.
Business Response
Date: 10/10/2024
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.
Customer Answer
Date: 10/18/2024
I am rejecting this response because:

I can sign a HIPPA release of medical information form
Business Response
Date: 11/07/2024
The issue has been resolved as positive with the member on 10/24/24. Thanks
Customer Answer
Date: 11/08/2024
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.

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UnitedHealth Group is NOT a BBB Accredited Business.