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

2,814 total complaints in the last 3 years.
1,079 complaints closed in the last 12 months.

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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:09/16/2023
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.
My policy went into affect September 1, 2023. I chose this insurance because my doctor was listed in the preferred provider net work once I received my insurance plan I tried to see *************** am told now that I cannot. I also have tried for two weeks to fill a prescription, and I am told the prescription portion of my insurance is not activated so I had to pay out of pocket. I am in need of medical attention so I decide to try to choose a different doctor from the app while on the phone with United healthcare we select the doctor then I call the doctors office and leave a message. Nobody calls me back I leave 4 more messages that week for this doctor and not one single callback. This insurance is garbage and not worth the paper its printed on . The minute you mention united healthcare with a doctor they dont give you the time of day or call you back. My own doctor has remove them and Im sure for good reason. I pay good money for insurance and I cannot even see a doctor or get my prescription. meanwhile people who dont have insurance in this world seem to have better healthcare than I do and I pay for mine. This is absolutely crazy. I want a refund of this garbage insurance policy.
Business Response
Date: 09/27/2023
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:09/15/2023
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 had a supplemental policy with United Health Care through AARP for over 25 years. Included in the policy is partial reimbursement for my medications. I submitted the documents for reimbursement months ago and never got reimbursed. I have spent hours on the phone with United Health getting bounced around only to now be told I dont exist in their system. I called AARP who said everything is fine on their end, ** paid up and nothing should be wrong. AARP said they would look into it and call back. They havent called. In the meantime I have thousands of more bills to submit.No one will help. United Health Care says I dont exist and AARP isnt helping but the premiums keep coming out of my checking account. This is fraudulent.
Business Response
Date: 09/18/2023
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.

Sincerely,

****************
Initial Complaint
Date:09/15/2023
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.
My insurance is ********* pay $641/mon. I scheduled my mammogram after obtaining the required referral. Sentara Reg Med Ctr was the only listed provider under my plan for a 3D diagnostic test which is important for me as I have had past breast concerns. on On 9/15/23 I took the day off work & when I arrived saw a sign that the radiologist may bill me separately to read the test. I asked if the doctor that day was in ************** could not tell me. I called the *********** also said that the only contracted radiology group consisted of doctors who may or may not be in network. This was incredibly frustrating as my plan only offers the one service provider option & then I have no control over being provided an in network doctor or not, meaning I may be paying for that doctor **** b/c there are no other options. I spoke twice to UHC member services. Although friendly, they hardly speak English & have a difficult time understanding my specific issue. Each time I call, they are unable to offer me any solutions other than what I can look up myself online. I feel that a standard yearly mammogram supposedly covered under my insurance (that says on their website under my account that it should cost me nothing) should not be this difficult to obtain. I feel that UHC does a poor job at customer service and/or providing workable options for its clients. I feel that if only 1 option offered, all portions of the visit should be considered in network. As a result of not being able to get anywhere with UHC ***************** I left the facility w/out obtaining the mammogram. This was due to the fact that no one could tell me what my out of pocket cost would be that day.
Business Response
Date: 09/19/2023
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
Initial Complaint
Date:09/14/2023
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.
started june 1 2023 been trying to get brand name prescriptions cause i could never take generic brands ever cause it causes health problems with rash all over body that i cant get rid of usually even taking rash medication it still never solves rash. 3 months june july august have not filled any of asthma allergies hormones im suppose to be on so i dont pass out my glucose droped too low now i have a csm muscle locked up on my neck from tmj tinnitis ringing in my ears constantly im very ill muscles spasms cause your not filling any of my brand name prescriptions. worst prescription comp have ever had, 3mths you dont aprpove drugs doctors sent *************************************************************************************************** speak english hard to understand them say name phone number birth date they ask that 20 time give them my ss# still cant find me. need to get new customer service and prior opt people that speak can hear good when doctors or patients call get approved within 3 days. there should be no reason prescriptions cant get prior opt apporved within 3 days when they are urgently neededjune 1 and just about ready to drop you if you dont solve this in 3 days. and your not paying my doctors either cause you have on file the wrong name, ******** has the correct name ***************************** but since i switched to u have wrong name. *** been ***************************** for 45 years, and cvs and hyvee also are having problems getting my prescriptisons to me cause they have the right name and you have the wrong name. fuse to pay my doctors too cause u have it wrong. address incorrect my address is rural *********************************** have something else i never lived at. wont verify me cause you have wrong info . need meds right away, times last 3 mths fix my address and name u got it wrong,, never had any these problems til june when i got your stupid insurance, surpised not dead by now.
Business Response
Date: 09/21/2023
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.

Sincerely,
******************
Customer Answer
Date: 09/22/2023
I am rejecting this response because: there is nothing listed here from united health care uhc insurance, it is not showing??????

Business Response
Date: 09/27/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on September 21, 2023. We thank you for providing us with the opportunity to address this concern.

Sincerely,
******************
Initial Complaint
Date:09/14/2023
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.
For over a month, Ive been requesting a ******** letter from my health insurance (UnitedHealthcare). This letter will reduce my automobile insurance substantially because it shows Im covered by my health insurance in case of an auto accident, therefore, the medical part of car insurance is removed. Everytime I call United Healthcare is the same thing, the letter will be email in 24 to 48 hrs & this said letter never arrives. I asked for the letter to be sent to my work & personal email at one point & should have arrived in 24 to 48 hrs but never arrived. I asked for the letter to be mailed but letter never arrived in mail. I continue to call, nevertheless. I was sent a form last week n filled it out n told letter will be in my email in 24 hrs, never arrived. I spoke to a supervisor who guaranteed that letter will be emailed in 24 hrs. He even gave me his number. Letter never arrived n he didnt answer his phone when I tried to follow up with him after 48 hrs. In addition, his voicemail was full and couldnt leave message. I called Monday of this week n told the letter will be in my email in 24 hours once again, never arrived. I called today (48 hrs after date email should arrived) n told again that letter will be in email by tomorrow & Im very doubtful about this.I dont know what else to do. I was wondering why its so difficult for me to obtain this letter but my auto insurance said many people are complaining about difficulties obtaining this letter from medical insurances because the health system used to hide behind auto insurance to cover medical bills stemming from auto accident. This letter places health system on front line to cover these medical *********** know that auto insurance cannot make changes w/o this letter so they do everything possible to delay even prevent processing of this letter
Business Response
Date: 09/15/2023
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
Initial Complaint
Date:09/13/2023
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 called in August of 2023 and spoke with a representative and cancelled my insurance. I was told that coverage would end on September 10th. On September 10th 2023 they withdrew the $496.56 monthly fee out of my bank account, When I called to inquire, they said they had no record of any cancellation and refused to refund.
Business Response
Date: 09/20/2023

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,

******************
Manager, Consumer Affairs
Initial Complaint
Date:09/11/2023
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.
Since using United for my health insurance, I have had many issues leading me to be concerned for my health and financial wellbeing. To start, last year upon renewal, I upgraded from their HMO to their PPO through my employer. After having constant overdue bills come through from my providers, it was found that they had me put in for their POS!! I informed them of this issue multiple times and their response was that my company has to speak with them. As that was in the works, I got a surprise that I'd been paying for insurance for 2 months but I adjutant have insurance. They took my money even though I wasn't insured!!! Once they fixed this issue on their end, they refused to reimburse for the services I had received, EVEN THOUGH I WAS PAYING FOR THEM. Now, I when by to pick up a NEEDED prescription that I've been on for nearly 2 years, I was informed at the pharmacy that they have been fighting with United for the past 2 weeks about it but United suddenly refuses to cover it. It is criminal what they have done and should be held accountable. I shouldn't have to shell out additonal money for an attorney to rectify any of this as it is truly a scam and a crime what they are pulling. They should be investigated and held accountable for these actions.
Business Response
Date: 09/19/2023
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:09/08/2023
Type:Sales and Advertising 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.
Since January of 2023, I have had nothing but problems with this company. I have been trying to get my claims handled and I keep getting the runaround between them and ********* The problem being that ******** is secondary payer and uhg/uhc/umr is the primary. I have been paying the premium but they are not paying the claims.
Business Response
Date: 09/14/2023
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 responded directly to the enrollee.

Should you have any questions or comments, please feel free to call customer service during normal business hours.
Customer Answer
Date: 09/14/2023
I am rejecting this response because:
The claims have not been paid yet.

Customer Answer
Date: 10/02/2023
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:09/01/2023
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 am insured through UHC. ***** systems are down and are unable to provide a copy of my insurance card. I spent 35 mins on the phone while sick to just be told I cant get my card cuz their systems are down. THIS IS AWFUL I AM SICK AND CANT GET HELP FROM MY INSURANCE COMPANY.
Business Response
Date: 09/05/2023
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
Initial Complaint
Date:08/30/2023
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 paid $594 on Feb 3, 2023 for a whole year worth of my Dentalwyse Policy. Per documents I received and that are also described on their website, I can cancel my policy and be "refunded for the full months beyond my cancellation date. I called to cancel the policy and was told the cancellation will not be effective until Nov 30th and I will not get a refund for the prepaid months between now and Nov 30th. I am seeking the full reimbursement between Sept 3rd to the end of my policy date of Jan 31,2024. $49.50/month X4 months= $198
Business Response
Date: 09/06/2023
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),we are unable to respond directly to you regarding these concerns. Since you provided a copy of the complainants description of the complaint, we have responded directly to the complainant

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

Customer Answer
Date: 09/12/2023
I am rejecting this response because: I received a message last week stating I would receive a refund on my credit card. I have not seen a refund so far.

Business Response
Date: 09/19/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 09/15/2023. 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 GoldenRule during normal business hours.
Customer Answer
Date: 09/24/2023
I am rejecting this response because: I received a refund for $100 and see a charge for $8.00 **** to 11-30. 1-) I paid $336 for the year. My reimbursement should be for 5 months (Sept 1 to Jan 31) $28/month X5= $140, so I am $40 short. 2-) why was I charged $8.00!?

Business Response
Date: 09/28/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 09/28/2023. We thank you for providing us with the opportunity to address this concern.

Should the complainant have any questions or comments, please feel free to contact GoldenRule at ************ during normal business hours.
Customer Answer
Date: 10/03/2023
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. Customer service representative explained it all and responded in a timely manner.

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UnitedHealth Group is NOT a BBB Accredited Business.