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Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

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 524 locations, listed below.

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    Customer Complaints Summary

    • 2,821 total complaints in the last 3 years.
    • 1,085 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:08/15/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      (My member ID: ************* AARP ******** Advantage Plan by United Health Care Insurance.The annual House Call program is a contractual yearly plan benefit from United Health Care (UHC) Insurance Company, and it's being denied to me with no reason provided. The House Call also has a $50 incentive for members yearly. I have repeatedly called UHC and also the ******* Clinic House Call program and I am denied this contractual benefit with no reason provided. This is NOT ACCEPTABLE. The contractual benefit of a House Call along with a $50 incentive should be available to me. These deceptive and unreasonable business practices must stop. My authorized UHC insurance agent ***************** (mobile ************) also agrees with me 100% and says the same thing that UHC/******* Clinic must honor my yearly contractual plan benefit.Please help restore this contractual plan benefit to me, and others in similar situations that UHC/******* Clinic is denying.Thank you. *********************

      Business Response

      Date: 08/15/2023

      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.  We have sent the enrollee's correspondence to our Appeals and Grievance Team for review where written response of outcome will be sent to the enrollee.

      Sincerely,

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

      Customer Answer

      Date: 08/15/2023

       I am rejecting this response because:

      ==============

      There is no personal information here to protect in violation of HIPPA laws. UHC keeps telling me they will contact me once issue has been resolved and they never do.  This has been ongoing for months. These deceptive and fraudulent business practices MUST STOP. UHC needs to honor contractual plan benefits and they are not doing it for no reason whatsoever.  They did the same thing for 2022 plan year. They keep repeating same practices defrauding customers year after year. 

      BBB help is necessary and NEEDED to resolve this issue.  UHC will not do anything unless BBB is involved. 

      Thanks. 

      ==================

       


      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 the Better Business Bureau with the written response that will be sent to the enrollee.  The issues in this submission are currently being reviewed and researched by our Appeals and Grievance Team and written outcome will be sent to the enrollee.  Thank you.

      Sincerely,

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

    • Initial Complaint

      Date:08/14/2023

      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.
      I got ***** dollars of dental treatment in April of 2023. My doctor provided me all the proper paperwork and documentation and I filed a valid claim. They lost the first batch of documents I sent. I then faxed the information to be given numerous excuses of why it's not being processed. I sent the papers several more times, faxed them again and uploaded them. They have my information and the excuses are unacceptable. This is over 4 months of hearing so many different excuses as to why it's still not going through. I understand they do not pay for a lot of procedures I had, but they do pay for a lot of them as well. I cannot proceed with my treatment without the money I'm owed from my claim. This is BAD FAITH INSURANCE! It's been over 4 months and I need my money to pay for the final part of my treatment. They would never play these games with an office filing a claim, buy since I'm an individual they are trying to not hold up their end of paying my benefits.

      Business Response

      Date: 08/21/2023

      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. 

      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:08/14/2023

      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.
      On 8/4/23 I called in about payment withdrawal from my account in the amount way higher than we discussed, I asked for the excess fund to be refunded and I was told NO they will not be refunded. However, I requested a refund and was told it would take up to 7 business days. Today is the 14th, I called to check why I havent received my money and was told, It was on hold and I to wait. Honestly I believe these people are scammers!!!

      Business Response

      Date: 08/16/2023

      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: 08/16/2023

       I am rejecting this response because:

      No resolution has been made!!

      Business Response

      Date: 08/16/2023

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 08-15-23. 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:08/12/2023

      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 have a health insurance policy with Golden Rule (secondary insurance). I am entitled to reimbursement of a claim from 6/1/23. I have mailed and faxed the *** from ********** (my primary insurance) as well as the itemized receipt with the provider's NPI. I have contacted ******* via phone more than 5 times and left messages, She has not returned my calls. She mailed me a letter dated 8/7/23 indicating I need to submit the ***. Please note the *** that Golden Rule has is the updated ***. I am not clear why Golden Rule is holding up the process when I have submitted all required documentation.

      Business Response

      Date: 08/23/2023

      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 contact GoldenRule at ************ during normal business hours.

      Customer Answer

      Date: 08/23/2023

       I am rejecting this response because:

      I give BBB permission to reactive a response from UHC. I waive HIPPA. Please note this a claims  reimbursement issue and has nothing to do with medical conditions. I have not received a resolution to date from UHC despite providing employees a supervisors number and contact  with BCBS to obtain additional information they supposedly need. I have with emphasis noted to UHC that there is no additional EOB from BCBS and not it is UHCs duty to process the claim  


      Business Response

      Date: 08/24/2023

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint.  We have another complaint, that will remain open, until the member's issue is resolved. We thank you for providing us with the opportunity to address this concern.

    • Initial Complaint

      Date:08/12/2023

      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.
      I'm trying to buy over the counter products that are approved in my ******** plan via the *** and MANY phones calls to **************** and yet EVERY time I purchase them at ******* they come out of my Rewards account and NOT out of my OTC account like they should. I've now spent over FOUR hours on the phone with more than SIX people and the answer is TOO BAD SO SAD!!!!!!!!!! That's how their computer works and there is nothing they can do to help me!!!! What kind of customer service or stupid computer system is this??

      Business Response

      Date: 08/14/2023

      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 will be responding directly to the enrollee. 

      Sincerely,

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

    • Initial Complaint

      Date:08/10/2023

      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.
      Hello, I was using the client portal provided by United Health Care. This portal is made specifically to identify health care providers (medical, dental, & mental) that are in my network to prevent high out of pocket cost. I used the information they provided to schedule an appointment with an "in network provider". After I received my medical care my claim was denied because the provider was not actually in my network, like the client portal claimed it was. Now, as I look for a mental health care provider via my client portal I see many "in network options" but when I call the providers United Health Care recommends many are not actually in my network. I just find these practices extremely deceptive & believe United Health Care should be providing accurate information to it's clients.

      Business Response

      Date: 08/21/2023

      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. 

      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: 08/24/2023

       I am rejecting this response because United Health Care made no effort to adjust this claim or update their client portal to make sure it is accurate. The providers labeled as "in network" on UHC portal are false and misleading. I had to call multiple billing departments to confirm weather or not the provider labeled as "in network" is actually in network. Several providers said they were not in UHC network. It is not hard to update a website when you have billions of dollars as resources.    


      Business Response

      Date: 08/24/2023

      UnitedHealthcare wii respond directly to the member regarding the specific concerns detailed in this complaint. 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:08/07/2023

      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.
      When I was seeking health coverage my number one priority was that the coverage contain great maternity care. I worked with an agent named A ******* who said that this plan with Freedom Life Insurance had the coverage I wanted. Solid medical care. I found out after 15 months that my plan does not have maternity care and was lied to about coverage for that. I have spent over $3500 these past 15 months for coverage I never would have chosen if theyd been honest.

      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,

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

    • Initial Complaint

      Date:08/07/2023

      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.
      Good morning:Please note ****************** is an OUT OF NETWORK provider. We have contacted UHC several times regarding claim underpayment as the claim was paid in network , We have never accepted this amount. Kindly process claim according to patient out of network benefits. 7. Benefits after individual/family deductible have been met: 60/40 8. Out of network reimbursement is based on: ********************** 90 th Percentile

      Business Response

      Date: 08/08/2023

      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: 08/09/2023

       I am rejecting this response because:

      How else can we solve this issue if you don't have the patient information. 

    • Initial Complaint

      Date:08/03/2023

      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.
      This company is horrible! My HSA account was supposed to be open as of 5/1/23 and as of today 8/3/23 it is still not open. Every time i call no one seems to know why the account hasnt been opened and just tells me to submit a new application. I have submitted 4 times now. Myself and my employer have called them multiples times and are told something new each call. This is disgraceful! And none of the call center reps have provided me with any information and every time i request a supervisor or manger they hang up on me. Very upsetting to not be able to access an account that i am contributing to.

      Business Response

      Date: 08/04/2023

      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 complaint, we will be responding directly to the enrollee. 

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

      Sincerely,

      **** O
      Consumer Affairs Advocate

    • Initial Complaint

      Date:08/03/2023

      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.
      I am a social worker with the *************************** in *******. I am working with a patient who is under the ****** Healthcare ******** Advantage Plan. She utilizes transportation benefits to get to medical appointments. With her upcoming radiation treatment, she does not have enough remaining rides to get through treatment. I am trying to apply for more rides to be added as this is medically necessary treatment and have spoken with United Healthcare customer service, authorizations, and patient advocacy line. It has been over 4 hours and I have not received a clear **************** is painful to think of a patient having to navigate this system to receive a service that is included in their own plan...

      Business Response

      Date: 08/25/2023

      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 complaint and/or a description of the issue, we will be responding directly to the complainant and member. 

      Sincerely,

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

    UnitedHealth Group is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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