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

2,806 total complaints in the last 3 years.
1,074 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:08/30/2023
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.
United Healthcare calls weekly to sell insurance to my small business. *** has repeatedly failed to remove my phone number from their call list. The *** representative hangs up or talks over me giving me a clear expectation of ***'s lack of customer service, concern, and substandard insurance product. Wake up and stop calling
Business Response
Date: 09/08/2023
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,
****************
Customer Answer
Date: 09/08/2023
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.
UnitedHealth Group contacted me directly and explained their research and suggested resolution. I am extremely pleased with their findings. They were very thorough in their response.
Initial Complaint
Date:08/30/2023
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 had two ultrasounds in which united health care is refusing to cover saying they aren't medically necessary. A 20 week ultrasound is a medically necessary scan for both the mothers health and the babies health. On my scan they found ********** syndrome. Which can restrict the area in which the baby can grow. This is why 20 week ultrasounds are completed. My dr ordered a 4 week repeat to ensure everything was still ok and it wasn't affecting the babies growth. United denied both saying they aren't medically necessary. I am filing a complaint based on this as they have no right to tell my dr what is medically necessary and what isn't. If they wont cover these ultrasound and have this resolved through you the BBB i will file a formal complaint with the state. They have no reason to deny these ultrasounds.
Business Response
Date: 09/11/2023
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond directly regarding this concern. We will be responding directly to the enrollee. Thank you.
Customer Answer
Date: 09/11/2023
I am rejecting this response because:

I have called three times, in which your representatives have lied to me saying my doctors didnt provide specific information when they did. Also your team is incompetent and said information was missing when you just dont know the medical terminology. Scar tissue in the uterus and synechaie are the the same thing. So how are you denying claims if you dont even understand the medical terminology and meaning behind it. I was told I would get a cal back and its been 7 days. Overall all Im rejecting your response and a report with the state is getting filed next
Business Response
Date: 09/13/2023
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 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 Empire during normal business hours.
Customer Answer
Date: 09/13/2023
I am rejecting this response because:

Nothing was resolved. Ive talked to multiple people at the company with no resolution or adequate response. I requested a call back week later received no call. The people working there have 0 concept of medical terminology or what anything means. They are unqualified to be making decisions denying claims if they dont even know what the interpretation of the ultrasound means
Business Response
Date: 09/18/2023
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 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 Empire during normal business hours.
Customer Answer
Date: 09/19/2023
I am rejecting this response because:

You keep sending the same response. I will not accept any response and have already filed a complaint with the state since you are unable to come to a resolution and respond appropriately on here.
Initial Complaint
Date:08/29/2023
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 am getting non-stop SPAM texts from this company. No joke- probably 5/day. *** replied to stop, blocked their number - everything I can think of to get them to stop and they wont stop!
Business Response
Date: 09/01/2023
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 *********** Health at ************** during normal business hours.
Initial Complaint
Date:08/28/2023
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.
Claims filed via superbill for out of network provider for reimbursement directly to me. Continuously leave claims on hold saying they are requesting W9 information that was confirmed will not be provided and that the claims need to be processed without. Was promised they would be processed within 10 business days and they are still not processing two months later. They continue to say they will but do not.
Business Response
Date: 08/29/2023
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,

**************
Executive Consultant, Consumer Affairs
Initial Complaint
Date:08/28/2023
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.
United Healthcare had the social security of my policy incorrectly tethered to another account. This is a HIPPA violation of all my medical information. UHC purged me from the system for over a month. I am being told by my providers the United team is LOSING claims they are sending over. MY provider had to give me the remittance advice from UHC. Bills are coming out at the end of the month and this has been outstanding for way too long. I am receiving claims from other providers I cannot verify because it has been over a MONTH since I had access to the online portal. I left four voicemails expressing urgency for an update with no reply over 4-5 weeks. I called the helpline to get this escalated and all I keep getting told is that I have to wait. The customer service representative said everything looks corrected on 7/31/23 however today is 8/28/23. I have opened multiple tickets to get access to the portal, to provide an update, and sat on the phone for hours. I am extremely annoyed with how this medical situation was handled. UHC needs to do better in understanding the urgency that I expressed over the phone multiple times. Now at the end of the month, I am expecting to have to pay almost $1,000 in claims that I do not think I am responsible. I hope this matter will finally be taken with urgency.
Business Response
Date: 09/28/2023
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 ************, extension .
Sincerely,

****************608930
Initial Complaint
Date:08/27/2023
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.
I have located a doctor in ************* who can treat my TMJ/TMD after much hassle. Because UHG refuses to provide to me any M.D., DDS, or other reasonable provider who can treat my TMJ/TMD, and may be violating the *** by deliberately wearing out my jaw joint on the phone, and refusing to perform calls to such providers, UHG must reimburse me for any and all treatments with ****************** at ****************************************************************** that relate to the jaw and TMJ/TMD. In particular such treatments will be PRP or HA injections for the TMJs on both sides. If UHG agrees to this by Sept 01, 2023 at 6pm eastern, and I receive such proof of agreement by physical mail by Sept 01, 2023 at 6pm eastern, then, and only then, the maximum amount of coverage I demand from UHG for just ********************************* practice shall be limited to only $6,000 until the end of 2023, after which further coverage may or may not be requested or demanded. This shall not affect the coverage I request or demand from UHG for any other matter.
Business Response
Date: 08/28/2023
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: 08/28/2023
I am rejecting this response because:

I got a phone call stating they received a complaint and that they are working on a resolution. However, no resolution was offered. I also received a letter of some kind only today, and haven't had a single day to verify the veracity of or dishonesty of such letter. Despite this facts, UHG is forcing me to respond by saying this in the BBB portal.

Business Response
Date: 08/29/2023
United Healthcare is currently working to resolve these concerns detailed in this complaint. We will respond directly to the member/enrollee via letter to the address we have on file. We thank you for your patience and providing us with the opportunity to address these concerns.
Sincerely,
****************
Initial Complaint
Date:08/26/2023
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.
******* returned twenty five payments in the total amount of $1260.00 on August 1 st 2023 but has not returned to my benefit card balance as of August 26th 2023....Seeking the returned funds be put back onto the balance of the benefit card...
Business Response
Date: 12/12/2023
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to this submission regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, which was received by UnitedHealthcare on August 16, 2023 and resolved on September 26, 2023. The enrollee was mailed a letter explaining the resolution.
Customer Answer
Date: 12/13/2023
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:08/25/2023
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.
Hello, I am the mother of a 3 year old boy named ********************* (DOB 12-23-2019) with Enlarged Vestibular Aqueduct Syndrome. He was born with normal hearing and it has dramatically declined over the past 2 years, right ear severe to profound and left ear moderate to severe. Multiple tests have shown his progressive decline and also the fact that in high frequencies (ch, T, S, f sounds) he cannot hear them and therefore cannot repeat them verbally at all, even with well adjusted hearing aids. He is able to talk and loves to talk but it is very difficult to understand. We can it ***** talk as it is a difficult to understand language that my husband and I (Dad and Mom) are mainly the translators. He wants to communicate so badly and often I cry because I cant understand what he is saying to me. He is very verbal and tries so hard to watch our mouths move, and to replicate our sounds but he cannot capture many sounds, even after he has done months of therapy and hard work. He is a very sweet natured boy but developmentally is more emotional and throws tantrums at times because he cannot hear and understand commands or a plan for what we are going to do. Unfortunately, UMR our medical insurance is denying to cover this much needed cochlear implant. Our surgeon and the ******************* ***************** have written several strongly worded letters explaining the need and his special circumstance that necessitates a cochlear implant for speech, communication, and long term academic success. Research I have read shows this delay could ultimately lead to worse speech clarity, academic performance, and higher rates of cochlear rejection. I am writing to ask for help. Please help guide me. Please understand that in some special circumstances, cochlear implants may be indicated and providers may guide treatment with them. Please can you help. I am a mother asking for help for her son and his future. Thank you, ********************* ************ *****************
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 customer service during normal business hours.
Initial Complaint
Date:08/25/2023
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 have received a harassing email from UHG today. UHG consumer affairs sent me a so-called "secure message". Any attempt to view such message displays the message "Incomplete Payload". UHG is making some weird quality about patients who are already suffering at the hands of UHG's tyranny in their prior, if not ongoing, support of *********, who threatened to have me killed for money or money-like benefits, and possible blatant violations of the *** in forcing me to do dozens if not hundreds of calls in order to locate in vain any doctor who can treat my TMJ/TMD - and as in my case, in insulting a patient based on their alleged "Payload", calling them "Incomplete".
Business Response
Date: 08/28/2023
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:08/24/2023
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.
*** encountered difficulties with claims filed on the dates 7/7, 7/11, 7/12, 7/15, and 7/18 involving the provider NOCD and *****************************. Interestingly, these claims were categorized as out of network, despite the fact that claims from **** were processed as in-network. While the claim on 7/7 has been addressed, the correction of the other claims is still pending. The provider contacted provider services for verification, and it was confirmed that they are indeed part of the network. This issue appears to be an internal matter within UMR. I kindly request that these claims be reprocessed and rectified for accuracy.Member ID ********
Business Response
Date: 08/29/2023
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,

****************
UMR Customer Specialist
Customer Answer
Date: 08/31/2023
I am rejecting this response because:
I spoke to the provider and the submitted all required documents for NPI/Tax ID correction. Still no word from UMR when this will be corrected. We kindly need a solution asap.

Business Response
Date: 09/01/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on August 25, 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,

****************
UMR Customer Specialist
Customer Answer
Date: 09/06/2023
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.

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UnitedHealth Group is NOT a BBB Accredited Business.