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

2,819 total complaints in the last 3 years.
1,082 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:08/03/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had them for 3 years I have had them they give health and otc benefits. Just last year I have started having issues with my card. I receive 205 dollars a month this year I have only been able to use my card at ********* and walmart twice and since then my card doesn't work I get no input as to what's going on. I have called corporate and they refunded me but now they are saying I need to figure out the issue myself and Corporate has told me not to call again.
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 issue, we will be responding directly to the enrollee.

Sincerely,
****************
Customer Answer
Date: 08/05/2023
I am rejecting this response because: they called me and it's still not resolved. The card for my healthy benefits still doesn't work it's exhausting me

Business Response
Date: 08/11/2023
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. We did, however, send the enrollee's documentation to our Appeals and Grievance Team for review and to provide the enrollee with written outcome. I can confirm that the written letter was mailed to the enrollee today, August 11, 2023, by the Appeals and Grievance Team in regards to this submission.
Sincerely,
****************
Initial Complaint
Date:07/31/2023
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.
UHC changed contracts with my old provider. I showed up to appointment where i was informed my insurance was no longer accepted. UHC then sent me to a new provider 60 miles from my home. I called UHC and they scheduled me an appointment with a closer provider. I took day off work for appointment that was 2 months of a wait. I show up today for appointment with new provider and they don't take my insurance. Once again called UHC. Was placed on hold and hung up on. I've taken time off work and I take medication that I cannot abruptly stop taking! I'm disgusted with their company and think they need to reimburse me for time I've taken off work.
Business Response
Date: 08/04/2023
*************** to your recent electronic correspondence dated July 31, 2023, regarding
********************
Due to the protections of the Health Insurance Portability and Accountability Act
(HIPAA), I am unable to provide you with detailed information regarding the resolution
of this issue without authorization from ******************* to release her private health
information to you.
UnitedHealthcare will investigate this matter and will respond directly to *******************. For
more information on the resolution of this issue, please contact ******************* directly.
Should you have any questions or comments, please feel free to contact me directly at
************** during normal business hours (Monday Friday, 8:00 a.m. to 5:00 p.m.,
PST) or electronic mail at ***************************.
Sincerely,
*******************
Senior Regulatory Coordinator
Regulatory Appeals Department
UnitedHealthcare
Initial Complaint
Date:07/31/2023
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 have my money from my card stolen a couple times. They reissued me credits and told me they were sending me a new card, GAVE ME TEMPORARY CREDIT AND LEFT MY CARD THE SAME. So my card was used again with the same temporary credits they gave me to resolve the case now my account is in hold because they incorrectly handled my DISPUTE! How is this my fault! I have over ***** in my account that cant be used. I call and havent talked to the fraud department in over two weeks. I had to use my money for mortgage on my bills. Now my mortgage is in forbearance!! I hate this company and cant wait to get my money out the car.
Business Response
Date: 08/11/2023
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:07/27/2023
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.
Just as so many others have saidOPTUM is the WORST COMONY EVER and CERTAINLYthe WORST INSURANCE Co. This is my second complaint against them and I will keep filing complaints until I start getting my healthcare and they stop jeopardizing my health. I have been waiting for quite a long time for an Urgent Referral for **************** My Dr. submitted it in as urgent last week and I have yet to have an answer. I called this morning and its still pending. In the meantimeIm in pain and my fingers are numb. This is a signal of a nerve problem/constriction and could lead to permanent nerve damage. ******* is their practice and MOcouldnt care less. I NEED my referral to see ************************ (****) as he was referred to me by my current surgeon and the best Dr. for the problems I have and the help I need. I need my referral IMMEDIATELY!!! Im going to start filing complaints with the Medical Board on a regular basis as of now. Optum is impeding my ability to receive my healthcare and has been doing so for over 20 yrs. They have to be stopped!!!!!!
Business Response
Date: 08/07/2023
Hello,
Optum Care have spoken with Ms. ***** on multiple occasions on July 17, 2023 and again on July 18, 2023. Ms. ***** does have approved authorization on file. We understand the gaps in communication between different providers and health systems when it comes to referral process, and we will continue to work on making that process less painful for our patients.
We were able to accommodate Ms. ***** with a sooner appointment that was scheduled on July 25, 2023.
We are committed to our mission of not only helping people live healthier lives, but o also help make the health system work better for everyone.
Thank you kindly.
Optum Consumer Affairs

Customer Answer
Date: 08/07/2023
I am rejecting this response because:

Thats a lie!!! Im still waiting for an auth. to see ********************* *************** ****. My Dr. put in a request as URGENT weeks ago and Ive heard nothing back. In the meantime Im in pain and have numbness in my fingers. I had someone call me from Optum about a week ago and tell me she was working on the auth. She asked me if Id seen Optum Drs. for pain management in the past. I told her I had seen many and they either didnt help me or made me worse. I now have another problem getting an auth. and getting it right from Optum. Another blunder on their part and my Dr. is trying to work on it. She and her staff did everything right and ***** screwed everything up for thewhat seems like the thousandth time. NO ONE WHOS ALREADY DEALING WITH ILLNESS AND PAIN SHOULD HAVE TO GO THROUGH THIS!!! Im filing an Appeal with Humana and a complaint with the Medical Board. This is atrocious behavior!!!!!!
Initial Complaint
Date:07/27/2023
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 is denying my right to an MRI which is mandatory for someone like me who is high risk for breast cancer. They advised blatantly that because I had a double mastectomy and I no longer have b****** I'm not at high risk which is horrific state to me. I don't know who's educating them on this. You could easily ****** that question and it'll tell you that just because of a woman has a double mastectomy, they still are very much higher risk for breast cancer. Many women are diagnosed with breast cancer after they've gone through a double messed up to me. So to say I'm not at high risk is ludicrous ever since I had my double mess. Text me in 2016. For the past 7 years I have been approved for an MRI. United healthcare approves me last year and the year before for the same exact MRI. I have the approval letters and now they are insisting that I need to go for an ultrasound which makes no sense at all and any doctor will tell you that rather than an MRI which is needed. I called United healthcare to file a complaint and a grievance with their grievance department which i know exists and I was deny the opportunity. I was on the phone with an agent who was rude and who refused refuse to transfer me to the department that I wished to follow the complaint to. She was insistent that their side was handling it and that there was no such department I needed to speak to. It is absolutely disgusting to be treated this way. This MRI is the only thing I have to scream for breast cancer. I have a young child and there's no way I deserve to be denied. The fact that they came out and said I'm not high risk for breast cancer is a lie.
Business Response
Date: 08/03/2023
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:07/26/2023
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.
Hello, My mother passed away on June 20, 2023. Less than a week later I received a letter from her insurance company, UnitedHealthcare stating that her insurance had been cancelled as my mother had passed. On July 5, 2023 UnitedHealthcare deducted without authorization $91 from my deceased mother's joint banking account with myself. I have spent hours on the phone trying to get this money returned. Everybody working for UnitedHeathcare tells me it's not their department and transfers me to another person that states they can not help me. I have spent four days calling them with no result. I will be filing a complaint with the State ************************* as this seems to be some type of fraud. I would appreciate any assistance in this matter. Thank you
Business Response
Date: 07/31/2023
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.
Customer Answer
Date: 07/31/2023
The business has since responded to me and offered me a refund only after I filed numerous complaints with government agencies. I spent four days on the phone with United Health and absolutely and no one would help me. To deduct money from our joint account without permission is out right theft. United Health was able to cancel my mother's insurance when she passed on June 20, 2023 and get me a written letter with days informing me that they cancelled her insurance. So why would they deduct money?? I gave United Health the chance to return the money but no one would help me. Everybody, said they were not "authorized" to return the money even though my mother was deceased. I wonder how many other people's money they took?? I wish this complaint to stay on file as part of their record. Shameful they tired to hide behind HIPPA when this is clearly a billing issue.
Initial Complaint
Date:07/25/2023
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.
I purchased health coverage for me and my family in Dec 2021. I changed plans in may 2023. During that time, every medical procedure and claim have been denied. ******* won't respond to emails and now I have thousands of dollars in bills. If they refund my money, I will be able to pay for those bills that the insurance should have covered.
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 responded directly to the enrollee.
Should you have any questions or comments, please feel free to call US Health Group during normal business hours.
Sincerely,

****************
Customer Answer
Date: 09/01/2023
I am rejecting this response because:
They sent me a secure message that was in my spam and it took me over a week to respond. I responded with supporting documentation and have not heard anything back yet.

Business Response
Date: 09/01/2023
We responded directly to the member regarding the specific concerns detailed in this complaint on 07/27/2023. We thank you for providing us with the opportunity to address this concern.

Please contact our *************************** at ************. One of our representatives will be glad to assist you.
Customer Answer
Date: 09/05/2023
I am rejecting this response because: They requested documentation. I provided it. They have not responded to follow up on rejected claims or to refund my premiums.
Initial Complaint
Date:07/24/2023
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 been going to St. ********* for years and *** has managed to bill this properly. I had surgery on April 20th at St. ********* Hospital and they billed it as out of network. They made me pay $2500 when my deductible should have only been about $800. They have continued to send me additional bills totally almost $5,000. Because this was processed incorrectly all my other visits have been processed incorrectly as it result of it. I have been patient because they say they are working on it. But it has been almost three months and it still isn't fixed. St. ********* called me about this bills and when i explained the issue they said "oh, they have known about that for months". I think a company as big as UMR should be able to resolve an issue that is affecting thousands of people. St. ********* is a big health care provider in this area and if they are billing everyone wrong, this is a bigger issue than just me. I would like someone to resolve this so I can get my money back and have all my claims reprocessed. AT this point, I am not confident UMR is doing anything although they are VERY aware of the issue.
Business Response
Date: 07/25/2023
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 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:07/23/2023
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.
The *** currently has a listed shortage for both VyVanse sixty and seventy milligrams. I cannot get those approved drugs from Optum RX, which is my Pharmacy Insurance Provider. They will not authorize me to get multiples of smaller dosages to equal seventy milligrams of VyVanse (They also have a minor shortage in forty, for the time being). They had me have a doctor fill out a script for *******'s, but Optum RX denied it because it wasn't a generic. The Resolution would involve them allowing me to have two thirty milligrams for a seventy. (They are also having a shortage on forty milligrams).There number is ************. My insurance ID claim number is ***************. My Insurance ID with *************************** (main provider) is Q1B129143725001
Business Response
Date: 08/03/2023
To whom it may concern:
Optum Consumer Affairs has made multiple attempts to speak with ********************* to help resolve this concern. Optum Consumer Affairs called ********************* at the number provided on the complaint on 7/24/23 & 7/25/23 both times a return number was provided on the voicemail requesting a return call. On 7/28/23 Optum Consumer Affairs sent an email to ********************* at the email address included in the complaint, the email included a return phone number to speak to Optum Consumer Affairs and an email to respond, our office has not received a response from *********************. Optum Consumer Affairs has not received a return call from *********************, if we do receive a call we will provide assistance for this concern.

Thank you,
Optum Consumer Affairs Advocate
Initial Complaint
Date:07/18/2023
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.
Policy was canceled on 4/1/23. Refund should have been mailed for premium paid within 21 business days. 21 days came and went and on 5/23/23 ******************** Ref Number: JosieC5/23/23) I contacted their office and was told that the check was mailed to an address that we have not lived in for over 5 years, nor was it listed on the application. I requested a call back from a supervisor and a rush requested on the refund being reissued. I was told it would be another 21 days for the request to be reviewed and another 21 days for the check to be reissued. On 7/3/23 I contacted their office again for an update and a ***** (Ref Number: Fiona7/3/23), as again still nothing has been received. Was told it was not processed yet and to allow another 14 business days. Again, requested a supervisor to contact me back. Nothing. Today, I called and spoke to a ******** (Ref Number: ****************** 7/18/23) and was told that the request was processed today and to allow for another 21 days for the payment to be received, but she confirmed that it was addressed to the old address again. At this point I just want the money back that was owed for the refund, as this is highway robbery and you cannot get a supervisor on the phone as no one will transfer you to one!
Business Response
Date: 07/19/2023
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 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,

********************
Consumer Affairs Advocate
Customer Answer
Date: 07/25/2023
I am rejecting this response because: I called this morning and was advised that the payment, which *********************************** states was issued on 7/18/23, was in fact still not mailed, which does not resolve my issue.
The information provided in either the email received, or the response via this portal are not related to any HIPAA information.

Business Response
Date: 08/01/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on July 20, 2023. We thank you for providing us with the opportunity to address this concern.
Should you have any questions or comments, please feel free to call UMR during normal business hours.

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UnitedHealth Group is NOT a BBB Accredited Business.