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Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 2,829 total complaints in the last 3 years.
    • 1,069 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:05/12/2025

      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 on going issues with my plan and provider services with united healthcare. I have made so many attempts to contact and get assistance from member services and to work on my medical issues that have never resolved. In Jan. 2025 plan termed

      Business Response

      Date: 05/13/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (BBB) 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. 

      Sincerely,

      ***** T

    • Initial Complaint

      Date:05/09/2025

      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.
      CASE NUMBER: AT-*******-T Reference: REIMUSMENT FOR SURGERY AND MEDICAL TESTING.Dear Supervisor,The incompetence I have been shown is repulsive. I demand a manager step in and do something! I have already spent weeks as a disabled minority trying to get a test need for my health. I have only to be told excuses after excuse, lie after lie. I want to file a complaint against each employee who handled this situation, as well as Maximums on the basis of discrimination .Something needs to be done, to restore my faith in your institution. I need answers this does not make any sense to me. I am very ******** one can seem to help me or answer my questions, these people in your appeals department do not know what the h*** they are doing, at the very least they need retraining; at the most fired for their stupidity and condescending attitudes. This is NOT how you treat established customers.I have attached proof that I have paid these expenses THIS test was medically necessary and many multiple infections were found.Also attached is the Medical test of my positive results, as well as my surgery receipt payment.I demand my $225 dollars for the X-rays and the full amount of surgery I paid out of pocket which is $12,579.17 be fully reinfused ********** NUMBER: AT-*******-T

      Business Response

      Date: 05/12/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (BBB )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. 


      Sincerely,

      ***** T

    • Initial Complaint

      Date:05/07/2025

      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 am formally submitting a complaint against *** (UnitedHealthcare based plan) due to the mishandling of my maternity claims. It's been two months since my claims were faxed to *** (on March 13, 2025) and still my claims are not populated in the claims department.Please understand my claims were faxed on March 13th to *** at *************. After checking with the claims department on March 31st, 2025, I was told the claims were not received and could not be faxed (contrary to a previous call). I then mailed the claims to *** on April 2nd, 2025. On April 23rd I followed up with the claims department to discover my claims were still not on file. A supervisor promised to call back, but the call was not returned. It's now May 7th, and my claims are still not populated. I've been told an escalation request is in review as of 04/25 regarding my claims (but still without claim numbers). Name of supervisor: ***** Reference to call : 250423-00048105.Please don't UMR for an explanation as to why my claims are still delayed and not in the system. I feel if UMR is not held accountable, they will be sitting on my claims for an additional 6-12 months.Thank you!

      Business Response

      Date: 05/16/2025

      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 **** customer service during normal business hours.

    • Initial Complaint

      Date:05/06/2025

      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 March 24/25th one of the days we called optum rx to purchase my wifes diabetic sensors. We were told a price that seemed really high considering our deductible had been met. $755.98 to be exact. They claimed our deductible to be $3700 which its not. Our deductible is $3300. Two different agents made that claim. We went ahead and purchased the sensors because my wife has to have them. I called quantum health who manages our benefits through my employer and they started a ticket on the issue. Almost 2 months later optum rx now claims that our deductible is $3300, but that we havent met it. Quantum sent them the information showing our deductible had been met and they still refuse to refund us for what they owe us back which is over $600. They have now changed their story 3 times to try and keep from refunding us. Quantum has active cases going to try and resolve the issue, but Optum RX is still refusing to pay us out. Quantum health has all documentation surrounding this situation. I have requested the audio recording from the original phone call with Optum RX and have yet to be provided with it.

      Business Response

      Date: 05/07/2025

      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:05/02/2025

      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.
      *** claims that they contracted Zelis to pay the ***************************** Jail medical bills. Since October 2024, I have repeatedly requested that they pay the bills and when I became aware of *****, I asked *** to have Zelis pay my bills. Bills remain unpaid. Need jail medical bills paid. Jail is being denied services due to previous non-payment.

      Business Response

      Date: 05/02/2025

      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:04/30/2025

      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.
      see Attached document

      Business Response

      Date: 05/02/2025

      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 as well as complaint details. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:04/25/2025

      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.
      My son had a expressive and receptive language disorder . He has been in speech therapy through GEHA since 2023 . And everything was working good but suddenly this year they decided to deny his services without giving any reasons everyone I talk to over the phone say different reasons even when they asked for a new medical diagnosis through his physician; I just send it and even a new evaluation through speech therapist who confirmed on the necessity of the service cause it affect his daily life . But they just keep denying saying that they have a new update to their policy; but they dont give us any information about what they need to solve this situation and get my son back in track. Even when they change the policy they never send anything stating that our service will be no longer covered. No one is helping we have been trying to contact them even out therapist and her billing department to figure out what is going on seems like every customer representative have different thing to say.

      Business Response

      Date: 05/15/2025

      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  ************ 
      Sincerely,

      Khaleeqa W. 

    • Initial Complaint

      Date:04/11/2025

      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 told that my medicines would be okay in November 2024.. that I had to have the information in by December, I gave them all of my medicines, and also all of my insolence now they're sending me letters saying they will not honor my blood pressure medicines my pain medicines are my insolence

      Business Response

      Date: 04/14/2025

      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. 


      Sincerely,

      ***** *.

    • Initial Complaint

      Date:04/08/2025

      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 received a Notice of Data Breach with a phone number to call with questions or concerns. The phone number went to an external agency that Change Healthcare hired to handle calls related to the data breach. The individual who answered my call said they have not been given any information on the data breach and have nowhere to direct those with specific questions. I have no dealings directly with Change Healthcare but realize that they manage data for many companies. I am simply wanting to know which company has them handling my information so that I can have an idea about what information of mine could have been accessed. It seems illegal that they would not be willing to give me access to that information.

      Business Response

      Date: 04/16/2025

      Hello, 

      Thank you for forwarding us the above-referenced complaint submitted by ******* ******* to the Better Business Bureau (BBB). Please note that UnitedHealth Group (UHG) became aware of this BBB complaint on Wednesday,April 9, 2025, and we greatly appreciate the opportunity to respond.

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),UHG is unable to respond directly to the BBB regarding ******* ******** concerns. Since your letter provided a copy of ******* ******** description of the issue, we will respond directly to the complainant.

      Returning to the BBB complaint, for those individuals who are affected by the incident, the data that may have been impacted includes contact information (such as name, address, date of birth,phone number, and email), plus one or more of the following: health insurance data, health data, billing, insurance claims and payment data, and other personal data (such as Social Security number, drivers license or state ID number, or other ID number). The data that may have been involved was not the same for everyone. 

      CHC has provided a toll-free number for impacted individuals to call should they like additional information. Or individuals can visit ********************** for more information. Change Healthcare has also posted a notice on its website at: ************************************************************************, which contains additional information about the incident.  

      Sincerely,

      Optum Consumer Affairs 

      Customer Answer

      Date: 04/16/2025

       I am rejecting this response because:

      This is all generic information that was included in the original notification I received in the mail. I am wanting to know which company or companies are utilizing them to manage my data so that I will better know what data of mine could have been compromised. The generic categories are unacceptable. Moreover, there resource for additional information is the same one I was complaining about as they admitted to me knowing nothing about the breach.

    • Initial Complaint

      Date:04/07/2025

      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.
      I am having serious knee pain. I have health insurance. I obtained a prior auth. I am being told that my MRI will cost $500. This isn't healthcare, that's a joke. This is what is wrong with American healthcare. I have paid for insurance, I made sure the company was in-network. I made sure I obtained a prior auth. On what planet do you feel $500 is appropriate? It's not.

      Business Response

      Date: 04/08/2025

      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 complaint, 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,

      **** *.
      Consumer Affairs Advocate

    UnitedHealth Group is NOT a BBB Accredited Business.

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