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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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UnitedHealth Group has 525 locations, listed below.

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    Customer Complaints Summary

    • 2,815 total complaints in the last 3 years.
    • 1,080 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2023

      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.
      Just now, on Aug 23 2023, I have called UHG. UHG is well aware that I have TMJ/TMD and in the past has used this against me by trying to get me to repeat myself and successfully making me repeat myself in an effort to destroy my temporomandibukar joint disc to cause further disability and chronic pain. On this phone call, I stated the reason for my call, but was asked that yet again. I have called numerous physicians including NYU Langone Ortho/Sports Medicine at ************, and *********************************** at **************, ********************************** in *******, Western **, and too many more to list, and have so far been unable to find a suitable physician for the matter of TMJ/TMD and the *** and HA injections it necessitates. If UHG will not resolve this matter then UHG should transfer me to me any and all funds needed to have HA and *** injections performed from out of network doctors immediately.I then received a callback from UHG after this (also on Aug 23 2023) wherein I was left on a long wait for seemingly no purpose. UHG did not do any meaningful physician search or calls to physicians. UHG is well aware that no remaining physicians in ******** will treat TMJ/TMD. Based upon all this, UHG should transfer me to me any and all funds needed to have HA and *** injections performed from out of network doctors immediately.

      Business Response

      Date: 08/24/2023

      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: 08/24/2023

       I am rejecting this response because:

      I never received any response from UHG as they implied here. This is a wasteful response.

      Business Response

      Date: 08/24/2023

      UnitedHealthcare is currently working to resolve these specific 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:08/22/2023

      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.
      Inability to access my FSA account. Unable to log in for the past 2 years and manage claims or check balances. I have zero access to my FSA account. Attempts to log in have been unsucessful and no help from customer service have been able to resolve the issue. My husband who used to always hold the medical coverage in his name until a job layoff and has always handled payments claims etc has said he has NEVER seen this much of an issue in his entire life. If my fsa account is suspended due to inability to access my account I will be pursuing legal action . This is absolutely unacceptable.And has also caused a LOT of unnecessary stress and LOTS OF OUR TIME being wasted. By numerous customer service calls attempted log ins etc I am not the only one through my employer w fsa issues. The amount of employees having same issues in the same company at the SAME LOCATION raises a HUGE red flag to me. Maybe umr needs to be audited. They suspended my account a year ago due to a CANCELLED claim sent NOT by me but a provider billing office I never was able access despite months of attempts and numerous calls to UMR if this is not resolved within the next couple days I will be seeking further action. This is completely unacceptable and I am becoming very suspicious of fraud going on within umr

      Business Response

      Date: 08/23/2023

      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 UMR during normal business hours.

       

    • Initial Complaint

      Date:08/22/2023

      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.
      Extremely poor experience using Surest. I have been trying to schedule an appointment for my son's speach therapy but nobody recognize the insurance even though they show in network . I have to give the whole background about their previous name and their affiliation with united health care but each of the provider claims that either they have not heard of surest( bind) before or they don't want to go through the hassle. There are pending tickets in my accounts if somebody could check where I have spoken to multiple representatives( ******* and others) and a supervisor( *****). I opted for this insurance as one of the pr9vider was in network with a copay of $20 but I called them and they mentioned they don't want to deal with. Company called surest. That speaks volumes about how they see Surest. But we as members are suffering due to all this. I have not been able to schedule any appointments with the speach therapist for my son. I will advise everyone in my company to not use Surest. It's better to be uninsured than to have Surest Member ID- ************ Name- *************************

      Business Response

      Date: 08/24/2023

      Thank you for expressing your concerns, and allowing us the opportunity to assist in this matter. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond publicly. However, we have connected directly with this member and resolved their concerns to the best of our ability. If there are any additional questions, please feel free to our **************** Services Team. We can be reached during normal business hours at ************. Sincerely, **********,Manager, ********* Member Help

    • Initial Complaint

      Date:08/17/2023

      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.
      I had a surgery on 02/08/23 that I activated coverage for. I was to pay $4550 deductible which would be pulled out of my paychecks until the amout was paid off. An additional $1350 was due upon the surgery date. The day of surgery i was not charged the $1350. I later realized my secondary coverage paid the $1350. I have been calling surest asking for an explanation as to why the $4550 was not sent to my secondary carrier for coordination. Surest keeps telling me it's the contract I agreed to and I am responsible for the balance and I cannot coordinate with my secondary coverage. I have called my secondary carrier and they need an EOB showing the $4550 but Surest will not provide this. I have called Surest numerous times and am treated with disrespect because I do not understand why I cannot get the balance sent to my secondary carrier. They will not give me an answer besides I am responsible for the payment, not my secondary carrier. My secondary carrier was not allowed to make a payment even if they wanted to because surest will not send them the balance/contract amount. Surest will not provide me with an EOB showing what has been paid and what is owed towards the contract amount. The surest website does not provide this as well.

      Business Response

      Date: 08/21/2023

      Thank you for expressing your concerns, and allowing us the opportunity to assist in this matter. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond publicly. However, we have connected directly with this member and resolved their concerns to the best of our ability. If there are any additional questions, please feel free to our **************** Services Team. We can be reached during normal business hours at ************. Sincerely, **********,Manager, ********* Member Help

    • Initial Complaint

      Date:08/16/2023

      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.
      My business, Law Firm of *********************, LLC keeps receiving sales calls from United Health Care. We have asked on four separate occasions never to call again. The third call came the week around August 10th or 11th. When I asked them for the third time to never call again, she said she would take me off the calling list. Apparently, this did not happen. Again , I received a sales call today, as usual, on my cell phone of ************, for the fourth time. Your call came from ************ at 1:41 p.m. Mountain Time.My company has never done business with United Health Care, nor will we ever based on how you conduct your beyond rude sales calls. Please note, I am serious, my company will never do business with your company because of how you conducted your sales calls. First of all, 1. Who gave you my cell number to harass me?2. Why can't you follow three requests to remove me from your spam calls?3. Who trained your sales force on the second and fourth call to talk over the customer and not even listen to a word they are saying, forcing me to hang up on them? You are the the worst sales force I have ever dealt with in over forty-five years of business.Anyway, please remove me from your harassing sales calls. The cell number that you somehow got without my permission is ************ above.Also, please conduct me on my cell to discuss this, so I can make sure this actually gets done.

      Business Response

      Date: 08/23/2023

      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 complainants correspondence and a description of the issue, we will be responding directly to them.

      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:08/16/2023

      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 do not understand why AMR (a national ambulance company) does not have a contract with UHC (a national insurance company). I am being charged the remaining balance even though the *** says to not bill me the remainder. I had a medical emergency and my provider decided I needed to be transported by ambulance. I did not have time to shop around for an in-network provider for this service. I have filed appeals twice now and this second time UHC is saying they need 30+ days to review. Reference # D32191117504303, case # ******. I feel like this medical emergency should be covered and AMR is saying I have until 9/7 to pay or be charged more. The amount of time UHC needs to review the claim for a 3rd time is much longer than the due date for AMR. Then UHC sends me to Data iSight who says they won't work with AMR because they bill a government mandated price. I've talked to many UHC agents and ******* said: I apologize for the confusion with these claims I show that this should be provider write off and the provider has been reached to remove this, however they didn't negotiate so the next review is for United Healthcare to pay more on the claim.Is this true? I have had bad instances with reps before that do not share correct information. Sadly writing in to BBB has been the only way that I am able to solve issues with UHC.

      Business Response

      Date: 08/18/2023

      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,

      **********************

    • Initial Complaint

      Date:08/16/2023

      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.
      I am writing as a complaint regarding UHC refusal to pay for prenatal care services. I had NHP HMO ACCESS plan mem Id: *********, ********************: 02x6361 and switched plans to group #: 2x6392 (same mem id) in the midst of my prenatal care. UHC quoted a contracted rate of $3600 for the prenatal care and ultimately paid the provider $297.42. I am now responsible for $3302.58. The provider, ******************************* has billed UHC as a global maternity and separately and claims continue to be denied. I have personally called and spoke to representatives numerous times who have absolutely no idea what is going on and tell me the claims have been paid. I have even filed a formal appeal to which I received the same response. If a contracted rate is $3600 and UHC paid $297.42 it is a true disgrace that UHC would find this adequate and leave the remaining balance as a burden to the patient. I would love to speak to someone who can assist in resolving this matter because prenatal care is essential to a safe and healthy pregnancy and to leave the financial aspect to the patient is absurd.

      Business Response

      Date: 08/17/2023

      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,

      **************

      Customer Answer

      Date: 09/11/2023

      I am writing to reopen the above claim against UHC. They requested to speak outside of BBB due to HIPAA regulations. However, since that time they have not provided responses to my questions. They are not responding to communications they initiated and I am not satisfied with utter lack of assistance they have provided

      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. 

      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: 09/22/2023

       I am rejecting this response because:
      I want to keep this open until it is resolved. I am aware of HIPAA but it does not concern me. My concern is the resolution of my complaint.

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 filing this complaint against United Healthcare for ******************** *****, DOB 3/31/1933. because they have effectively stolen $932.75 from an 89 yo woman. I took over my mother's bills after my sister passed and she had an automatic monthly withdrawl from UHC for $11.25 through ********************* After she passed I contacted UHC to close the account. I was told her account had been closed in 2015. I explained they were STILL currently taking money out of our account monthly. I was told they weren't. They asked for the account number, of which I don't have, as there were no bills coming in, because, as they stated, the account was closed. The customer service people, of which there were several, argued with me and treated me with disrespect and rudeness. I get connected to *****, when i call, where I am told there is nothing they can do because the account is closed and they refuse to allow me to speak with management. I have made repeated attempts to contact management for UHC, with no success, to resolve this. I have 2 fraud cases currently open with ******************** fraud department, opened 1/23/23. UHC has blatantly ignored the bank's fraud department, who have been waiting on a response for over 7 months. I've had to freeze our account, until this is resolved. The bank has proof of the monthly withdrawls from UHC all the way back to 2015, and is reflected in the current fraud cases. There are 2 cases open because there were too many withdrawl dates to fit in one case and had to be split into 2. First Citizen Fraud **************.

      Business Response

      Date: 08/28/2023

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 08/18/2023. We thank you for providing us with the opportunity to address this concern.

      Sincerely,

      ****************

      Customer Answer

      Date: 08/31/2023

       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. I received a call from a Supervisor that explained there were 2 accounts opened and the one that was still being paid on was active and covered hospitalization. They closed it down. I also received a call from another Supervisor that reviewed my complaint regarding the customer service people's treatment towards me and my request to speak to management. I was told by this Supervisor, she will forward to their manager for disciplinary action and as a learning tool. 

      Thank you 

      ******* *************************

    • Initial Complaint

      Date:08/15/2023

      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.
      Mid February I submitted 15 pages to UMR for reimbursement for physical therapy for vertigo through equinox therapy. Called to follow up in April because I had heard nothing. Was told they lost all my paper work except for front page. Was all in one envelope. Faxed over everything again in ************* a week later to make sure they received all. Said they did. Waited another month,did not hear called back at the end of June said it was going for review July 8. Waited until the end of July called again said check was in the mail. Will have **** business days called August 10 said check was not mailed was still reviewing.

      Business Response

      Date: 08/18/2023

      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 UMR during normal business hours.

    • Initial Complaint

      Date:08/15/2023

      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.
      I have an account on the ****** ************************** customer website: **********************. Several months ago, I changed my email address that UHC is supposed to use to send me emails, e.g., EOBs. Even though I changed my email address, I continue to get EOB email from ******************************* sent to my old email address. I received the most recent one on Monday, 8/7. I've called UHC website tech support multiple times, spent several hours with multiple tech support reps and they seem unable to fix it.I need to talk to someone at UHC who can fix this problem

      Business Response

      Date: 08/18/2023

      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 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 to call me. I can be reached at ************************

      Sincerely,

      **************

      Executive Consultant, Consumer Affairs.

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