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

2,805 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:10/17/2023
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 signed up for a high deductible health plan upon starting a new job. Our healthcare service year ended 5-six months later and I was NEVER informed by *** that my high deductibles would not be pro-rated over those months. So, I take on the majority of costs of my health care while still paying premiums and then all of the money spent in those 5-6 months goes towards NOTHING.It is predatory, unfair and unclear that a plan such as this is not pro-rated. At an absolute minimum, that MUST be communicated clearly and policies need to be put in place that make it VERY obvious that your deductible is the same as it would be over 12 months.Why pay for insurance at all in a case like this.I have called UCH directly only to be put on hold for long periods of time and eventually told to work this issue through my employer. That is the *** solution for not having to address this issue.
Business Response
Date: 10/23/2023
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,

******************
Consumer Affairs Advocate
Customer Answer
Date: 10/23/2023
I am rejecting this response because:

I have not heard from this business other than a voicemail saying that they'd call me back. They have not.
Business Response
Date: 10/31/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on October 17, 2023. 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,
******* L
Executive Consultant,Consumer Affairs

Customer Answer
Date: 11/03/2023
I am rejecting this response because:

I have not heard back from UHC at all. They have not followed up with me directly.
Initial Complaint
Date:10/17/2023
Type:Service or Repair 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.
I called UHC (Dual Complete) on Oct. 17, 2023 regarding an issue with vision care. The eye care center I visit is in network, but is having some sort of technical error. Therefore I couldn't order my contacts which I desperately need. Upon placing the call, The automated system alone is beyond frustrating. The amount of time it takes to be able to speak to an agent is unethical. But the main problem is the agent. I described the reason for my call in great detail. The agent even repeated it back to me to confirm. She began explaining my plan details and then asked me what was the reason for my call. It was as if I never said anything. I am beyond frustrated. She starts asking questions that have absolutely nothing to do with the problem at hand. I asked for management, and the hold was stressful. I had to disconnect because I couldn't hold on any longer. I need to speak with someone who understands and can get the problem solved. I should not have to go to such great lengths for something like this.
Business Response
Date: 10/18/2023
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,
******************
Customer Answer
Date: 10/22/2023
I am rejecting this response because: To this day, I have not received a phone call from the business.

Business Response
Date: 10/23/2023
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. I have spoken directly with the member and am working on resolution. The member will also be provided with written outcome.

Sincerely,
******************
Customer Answer
Date: 10/24/2023
Better Business Bureau:

I have reviewed the response. I was contacted by UHC Corporate. They are aware of the problem and trying to to resolve it. Should there be any issues, I will resubmit a complaint. As for now, I find the BBB response satisfactory.
Initial Complaint
Date:10/14/2023
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.
The check this insurance company sent me bounced and I had to pay bank charges. Now they sent me another check that doesn't cover the bank charges. Why would I even try and deposit another check just to get deeper into the hole??? Many people at work have had this problem with this insurance company. DO NOT USE THIS INSURANCE COMPANY!!!!!! THEY ARE A SCAM COMPANY!!!!
Business Response
Date: 10/18/2023

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,

********************
Senor ******** Service Supervisor, Consumer Driven Health
Initial Complaint
Date:10/13/2023
Type:Delivery 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 asked Optum to delete our address from their mailing list/records 2 years ago on 10-11-22. I asked them again on 11-12-22 when we received another Optum advertisement mailing; I emailed them at: ***************** Yesterday, 10-12-23, my wife ******* received another Optum advertisement.
Business Response
Date: 11/29/2023
Hello,

We are writing to confirm receipt of your Better Business Bureau complaint received within Optum Consumer Affairs on, November 29, 2023. Thank you for bringing this issue to our attention.
We want to assure you we are researching the details of your inquiry and will respond to you as quickly as possible regarding your concerns.
Thank you kindly.

Optum Consumer Affairs
Customer Answer
Date: 11/30/2023
I am rejecting this response because: This response says nothing about my address "definitely" being removed from their mailing list.
On 10-11-22 (a year ago) I asked them to remove my address. Again, after receiving another mailing on 11-12-22, I emailed them at ******************* making another request. Never heard a thing.
This year on 10-12-23, I received another mailing. At least this time I received an email from an executive who told me on Oct. 25th that my address was removed. Guess what, on Nov. 15th, we received another mailing.
The return address for all mailings is: Optum, ***********************************************************. Let's see what happens in a year or two.
Business Response
Date: 11/30/2023
Hello,
Optum Consumer Affairs was in contact with ************** on November 30, 2023, via email correspondence. **************** was advised the unwanted correspondence ******* received was identified as an ******************* Advantage annual enrollment period marketing piece which was unfortunately unable to be stopped since his last complaint.
************** and ******* were placed on the 'Do ************ marketing list and should no longer receive the unwanted correspondence.
Thank you kindly.
Optum Consumer Affairs
Initial Complaint
Date:10/11/2023
Type:Product 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.
I went to the doctor on 4/11/22. When I got the bill for the visit I paid it right away. Well over a year later I received another bill for that same visit for more money in addition to what I'd already paid. When I talked to the insurance co, UMR, they told me they had not applied it to my deductible in error. I explained to them that I went on to meet my deductible that year and that will change how soon it was met and that they may owe me some money for later doctor visits, so they will need to look at the entire years claims. I was told it would take 7 to 10 business days for them to get back to me. In the meantime I have a clinic waiting to be paid. It has been well over a month.
Business Response
Date: 10/12/2023
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 complainant.

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

Sincerely,
**************
UMR Medical Customer Specialist

Customer Answer
Date: 10/13/2023
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.
Initial Complaint
Date:10/11/2023
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.
While I was employed by ******************* I Purchased a healthcare plan through them for Medica/ United Healthcare. **** of last year my son had to have his tonsils removed. Since the surgery myself, and my childs mother have been constantly harassed by collections for nearly $8,000 because my health insurance refused to pay anything. United Health refuses to pay because at some point someone had entered my sons birthday wrong, so since it did not match what the hospitals **** says they will not pay. I have called and spent hours attempting to correct the situation and continue to be told I need to call someone else. Now the collection agency is threatening a lawsuit against us for the money. I feel I have exhausted all avenues in an attempt to correct this.
Business Response
Date: 11/02/2023
UnitedHealthcare has not been able to identify the complainant. We have sent an email for additional information. Once the requested information is received, we will gladly review and provide assistance.
Customer Answer
Date: 11/05/2023
I am rejecting this response because:
I responded to the email asking for my date of birth of 03/10/1999 and my address which is ********************************************************************

Business Response
Date: 11/14/2023
UnitedHealthcare has not been able to identify the complainant. We have sent an email for additional information. Once the requested information is received, we will gladly review and provide assistance.
Initial Complaint
Date:10/10/2023
Type:Sales and Advertising 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 was given a healthcare plan by my employer through United Healthcare. The plan was given to ** and explained by my employer. However when I needed to use the plan the plan that I signed up for they explained was not correct. I decided to call United Healthcare where I found out I actually had not had coverage from around 10/20/2022 to January 2023. I informed my employer as the biweekly health insurance premium had been still taken out of my checks and no one was informed of a lapse in coverage. When I did go to a health visit I was charged a fee not the copayment that I signed up for. My employers response was United Healthcare messed up really bad however they were not going to rectify the situation. I don't understand how a company can take money for coverage that was not active? Fast forward to today where I am experiencing more issues. My employer gave me United healthcare plan options on a Wednesday at 430, the prices to those plans on a Thursday and then told me Friday I needed to choose. I did not get a chance to review the plans so they chose a plan for me. I was informed of the plan chosen with a 4000/8000 deductible. I was told 10/9/23 UHC did not load the plans yet, I checked the website and the plan I have 7500/15000 as a deductible. My companies response was that's what they loaded United Healthcare changed the plan. My complaint is how can UHC sign you up for a plan/change your plan without your consent. Also charge you for a plan that was not active? Something does not fit with what is happening.
Business Response
Date: 10/11/2023
Good afternoon ******, I hope your day is going well,
Review of the complaint for member ***********************, I am seeking additional information to future investigate this issue, the name of the company that the member is under, the group policy number if available, and the member id number. This will allow me to find the member, look at the plan benefits, verify the active coverage from 10/20/22 to 01/01/23, or, if there was an issue with the active coverage from 10/20/22 to 01/01/23.
I need the information to review the new coverage to find what plan the member was added to, the coverage the member is showing with today and to make sure the member is under the correct plan benefits.
UHC would not change a plan without information received from the group. All information for changes must come from the group, broker or the Health plan contact, as we verify all incoming information to make sure it is received by one of the three, before we proceed with any changes processed.
We do not randomize a member coverage. If no coverage is selected by the member at the group level, it is the group that submits the coverage for a member. UHC would not pick coverage, the information would be sent back to the contact asking for additional information needed no plan selection chosen for the member. I could not find the member listed in the system by name as there are too many *************************** in the system.. I am here to assist please send back directly to myself for assistance, my email address is ********************************

Customer Answer
Date: 10/17/2023
I am rejecting this response because:
I wrote to the email provided and received a call from ****** from Consumer affairs. She was not interested in figuring out my complaint only to put me back on a plan right away that my employer states is unavailable through UHC. I asked for the plan documents, I asked her who changed my plan and she said "ma'am we are going in circles" because she would not give me answers only said she is here to change my plan but would not tell me the price or what it covered on paper. She asked for more documentation and I sent documentation from my employers stating UHC chose this plan for you. At this point I still do not know where my health insurance stands. I'd appreciate some help in this matter.

Business Response
Date: 10/20/2023
UnitedHealthcare has responded directly to the [member/provider/group] regarding the specific concerns detailed in this complaint on 10/19/2023. 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:10/07/2023
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 have already filed one complaint against this company. Nothing was resolved the first time. They emailed me saying they would "look into it" and never responded again. In my dental policy, it states the procedure I had done (a permanent bridge) put in. My dentist never would have done a permanent bridge if he didn't think my teeth would be able to support it. The dental company (underwriter) is still disagreeing with his narrative that he has sent to this insurance company. United Healthcare claims they sent the statement to an outside source for further investigation. This "outside source" agreed with them. My dentist is adamant and reached out to United Healthcare and explained to this company justifying his work. United Healthcare is still trying to weasel their way out of this by denying the claim and not pay for the work done. It clearly states in my policy that they pay 50% for the work done. My next step is to contact an attorney on my behalf. This is fraud. They are claiming I owe them $3000.
Business Response
Date: 10/11/2023
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:10/05/2023
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.
After being a customer for 18+ months, UMR decided to start denying my claims at the beginning of August. They are telling my providers that I have another primary insurance, but do not know what that insurance is. This is not true and has not been true the entire time I have been their customer. I contacted them back in August and was told it was resolved but was just contacted by a healthcare provider who is telling me that UMR is refusing to provide coverage for a screening mammogram.
Business Response
Date: 10/06/2023
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 UMR during normal business hours.
Initial Complaint
Date:10/05/2023
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.
I signed up for health insurance with another company around the same time. They offer supplemental insurance for different items, so verbally I said no. But then I realized much later that I was being charged every 3 months for supplement cancer insurance. They said I gave a written consent, but as far as I know I only signed the paperwork for my regular health insurance, not anything supplemental. I am self employed, so health insurance is expensive enough, I would never add on to the cost. United health stated they couldn't give me a refund because I consented. I feel this is a switch/bait thing the insurance broker did.
Business Response
Date: 10/11/2023
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 UnitedHealthOne during normal business hours.
Customer Answer
Date: 10/11/2023
I am rejecting this response because: This has NOTHING to do with any health coverage I received. It has to do with I NEVER enrolled in this policy. I VERBALLY said no, then when I did online enrollment, they must have included this supplemental policy. I NEVER received any notifications when they took money out, as they stated later they had the wrong email address for me. I WANT a refund on this, I believe this is a bait/switch, tell me I'm getting one thing verbally, then when I enroll ONLINE, its somehow included in the REGULAR health coverage. THIS IS SUPPLEMENTAL, something I would never get.

Business Response
Date: 10/18/2023
UnitedHealthcare The Chesapeake Life Insurance *** has responded directly to the member regarding the specific concerns detailed in this complaint on 10/16/2023. 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 *************************************************.

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UnitedHealth Group is NOT a BBB Accredited Business.