Complaints

This profile includes complaints for UnitedHealth Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UnitedHealth Group

  9900 Bren Rd E Mn008-T-615 Consumer Affairs Minnetonka, MN 55343-4402

• 

  UnitedHealth Group

  1902 Valley Pine Cir. International Falls, MN 56649-2176

• 

  UnitedHealth Group

  2550 University Ave. W. Saint Paul, MN 55114-1052

• 

  UnitedHealth Group

  4932 Wisconsin Ave. N. Minneapolis, MN 55428-4109

• 

  United Health Group

  450 Columbus Blvd Hartford Service Center Hartford, CT 06103-1801

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:07/17/2023

  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 signed on with Freedom Life Insurance in June 2023, a short while later I had to be taken to the hospital with abdominal pain. It was thought to be appendicitis so I was taken to the *** After a series of tests were carried out, we learnt it was only an infection. I was treated with antibiotics such as Flagyl and discharged. Days later and up to a week ago, Freedom life has sent me letters, basically stating that my hospital bill would not be paid by them as my consultation, tests and treatment were not covered. My premium is close to $250 every month. The treatment of an abdominal infection consisted of ibuprofen and light antibiotics like Flagyl. I am astounded that I have been asked to pay one of the highest premiums in the state and this organization cannot cover basic care.I reached out to the company and was informed by their representative that they charge such high amounts but only provide minimal coverage, and that if I want full coverage, I would have to upgrade my policy.Of course, none of this was told to me on the phone when I bought the policy in the first place. Who would pay high premiums for minimal returns? I have been called and informed that I would need to pay a deductible of thousands of dollars (including a new premium which is in the $300's) and then they would cover the full hospital bill.I find all this ludicrous and deceitful practice. Why was the minimal coverage not spoken about in an open manner at the point of purchase? Why try to pressure me into upgrading when they can't even get basic coverage right? All this and I hardly ever get sick, the last time I was hospitalized was in 2019 and before then it was the year ****. No surgeries, no issues and no conditions. I am sorely dissatisfied with this organization and do not want to give such untrustworthy people more money.Freedom Life must do the right thing and pay the hospital bill. I am seriously considering suing them for misrepresentation and damages.

  Business Response

  Date: 07/18/2023

  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 US Health Group during normal business hours.

  Customer Answer

  Date: 07/28/2023

   I am rejecting this response because: they are a deceitful business. Stay Far Away. 
  I will also leave reviews everywhere possible. 
  
  

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had knee replacement surgery on 7/12/23. I have an option to receive inpatient rehabilitation therapy services at an in-network provider. My doctor recommended I receive these services at an approved facility. UHC came back and said the facility was not in network, then they said it was a glitch in their system (ref#I384370869). Spoke to the case manager at said facility and UHC's policy is to deny first time 100% of the time, this takes 2 days, then a peer-peer review (my ******** to their DR) another 2 days, then they deny again. By this time they hope the patient/family is tired and gives up, if not their is a family review, after this (ANOTHER 2 DAYS) it will usually be approved. So 6 days of receiving other half a** services until the may or may not decide to honor my benefits I paid for!

  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 issue, we will be responding directly to the enrollee. 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:  They can provide a generic response without compromising personal information.  They have not responded directly to me with a solution/resolution.
  
  
  

  Business Response

  Date: 07/24/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint by written letter on July 20, 2023. We thank you for providing us with the opportunity to address this concern.
  

• Initial Complaint

  Date:07/14/2023

  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 am SO Angry!!! Optum is the worst and *** been having the same problems with them over and over again for years. I dont know how they can stay in business. I have an urgent referral for a serious cough and wheezing Ive had for 3 months. I cant speak without having a coughing attack which causes me headaches and migraines (I have chronic migraines that I get treatment for so Im NOT SUPPOSED TO HAVE THEM!!!) I received a call from Optum 2 days ago from *****. She told me I had the referral, it was faxed to my Dr. and I could make the app. NO ONE FAXED ANYTHING!!! I cant make the app. until my Dr. has the referral. I have been trying and trying to get help ever since then. They say theyll fax it, they lie, they pass me around from person to person. I would do it myselfbut the Patient Portal is useless!!! I dont even have the referral under my referrals! AgainOPTUM IS THE WORST!!! They are now and have ALWAYS impeded my ability to get my healthcare. They put my health in danger and it needs to be stopped!!! If I seem angryIm beyond angry. Its bad enough being seriously ill or just ill at allwithout being put thru this every time.

  Business Response

  Date: 07/17/2023

  July 17, 2023,            
  
  
  
  To Whom It May ******************* to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use,dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error,please securely destroy it and immediately notify the sender. Thank you.
  

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  
  I wont be happy and accept ANYTHING until Optum takes responsibility for all the grief and pain theyre causing me and have ALWAYS caused me throughout all the many years Ive had to deal with them. Their actions are irresponsible, negligent and have constantly endangered my health. It has to STOP!!!!

• Initial Complaint

  Date:07/14/2023

  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.

  Over the last year my wife has been going to chiropractic appointments to assist with pain. Every time we get an explanation of benefits from UMR saying that we owe nothing, but there is a misleading line saying there is missing patient record for the service but doesn't include that amount in the total owed. When calling to ask about this charge we have been told they need more documentation for pre-determination. They say that they notified the provider, the provider says they have never been notified. We have called in to figure which documentation was needed and asked the provider's office to send it, they claim to have not received it. We have had the provider's office call in to ask how they would like it sent in and send it in, UMR claims to not have received it. We then had the doctor themselves call in to ask what was needed and even send in extra so as to not miss anything, UMR still says they do not have correct documentation.We have been on a call with customer support for multiple hours across multiple days, being transferred from department to department that each give difference answers as to what the issue is, ranging from "my department cannot access that information" even though that is why we were transferred there to "I'm working from home so I cannot access that information" from the support person to "we don't have all/some of the information needed" though what that information is changes by representative and can even mid conversation if we push back saying that is not what the previous person has said was wrong. Every representative so far has refused to connect us to a supervisor with a variety of excuses. They offered to have a supervisor call us but after several business days it has still not occurred.Patient Account: *********** Amount we have been charged for this particular issue over the last year: 21 instances of a $65.76 change that totals to $1,380.96

  Business Response

  Date: 07/18/2023

  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:07/13/2023

  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.

  Good afternoon:****************** is an OUT OF NETWORK PROVIDER. UMR processed claim at unknown rate. The patients out of network benefits are 90%, I can provide that summary view if you'd like. We submitted a billed for 12****** Claim No *********** and ************, the claim was not processed correctly. This was an elective scheduled surgery with *** attached with original bill. Same situation for dos 11.15.22 claim NO *********** Patient ID ***************** billed 85K 11.15.22 ********** Kindly process claims at 90% out of network rate. ************************ ID No ******** Billed ****** 80% UCR rate, this again was a scheduled elective surgery with *** attached, processed at unknown methodology

  Business Response

  Date: 07/18/2023

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),I am unable to respond to the Better Business Bureau. Since your letter provided a copy of the providers correspondence and/or a description of the issue, we will be responding directly to the provider. 
  
  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:07/12/2023

  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 was sold an insurance plan by ***************************. I spoke to him at length about a plan that would cover all baby wellness visits, specific preventative health visits, and emergency visits. We were very specific of what we wanted covered and also what was not a priority for us. I started receiving large bills from my pediatrician's office and also from the only ER visit my daughter has had in her life and stating that our insurance is not covering my daughter's well-child visits or her required vaccinations. When I spoke to the insurance agent (*****), he said that this is correct and that we could set up a different coverage for my daughter if needed. I then spoke to the claims department and they said I have no coverage for the preventative visits at all. This is not the plan that I requested to be signed up for. That phone call was recorded and needs to be provided as evidence to what we were requesting. In addition to that, according to healthcare.gov which is obviously run by the government, all marketplace plans must include well baby visits with NO COPAYMENT OR COINSURANCE regardless of whether or not a deductible has been met. We have been deceived and swindled by ***** and Freedom Life Insurance

  Business Response

  Date: 07/24/2023

  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.
  
  Should you have any questions or comments, please feel free to call US Health Group during normal business hours.

  Customer Answer

  Date: 07/26/2023

   I am rejecting this response because:
  
  This is not a resolution to my complaint . I have not received any messages from ** health group about this complaint. I would like to know how they plan to come to a resolution. Right now it appears that they are planning on ignoring me. 

  Business Response

  Date: 08/09/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on July 17, 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,

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

• Initial Complaint

  Date:07/12/2023

  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.

  Good afternoon:****************** is an OUT OF NETWORK provider, however you continue to process claim at in network level for **************** DOS 10/12/22 We have submitted numerous appeals are you agree that the claim is in network . This was a scheduled elective surgery, *** was attached with original claim.ID NO ********* billed ****** for tax ID **************** reprocess claim at out of network level. Thank you!

  Business Response

  Date: 07/14/2023

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

• Initial Complaint

  Date:07/11/2023

  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 started a life insurance policy and it was activated. When it was activated my spouse died and they cancelled the policy.

  Business Response

  Date: 07/21/2023

  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.
  

• Initial Complaint

  Date:07/11/2023

  Type:Billing 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.

  Without any notice, UHC applied for ******** for my husband *********************************. When he was approved a card was received by me in the mail. The next month UHC charged me over $900 for my premium. I called the same day as the charge, July 5th, and canceled the policy for both of us.I challenged the charge with my bank and they issued a reversal. I want to ensure I will not have any charges from this company and I want proof that the credit back is correct since I canceled the policy the same day as the charge.

  Business Response

  Date: 07/18/2023

  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:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am my husbands *** and a letter of **mpetence was issued so the *** is in effect. You must speak with me about his situation as he is medically unable to speak for himself. Problem- A United Healthcare rep called my husband and got him to say yes to his name and basic info. They re**rded that yes as permission to apply for a new ******** policy . He did not ask for that. I and a 3rd party were present for the **nversation. He has now lost the policy with ***** that serves him well. The agent who submitted the application has talked to me and defends his right to file an application for a dementia patient who is delusional. He refuses to honor my authority as ***. ******** fraud unit has been **ntacted and views this as fraud - a scam. I have talked to the agents company . His name is *********************** and his company is in the Philapines. They are a scam agency supported and enlisted by United Healthcare. UH has admitted the association. They have admitted the application should not have been filed. Still I will have to work with ******** fraud division to get this application stopped and restore my husbands plan with *****. The Aetna agent is doing a **nference call with me and UH tomorrow to try to stop this switch. **** has told me the UH plan is a PPO but sent me an application receipt that says it is a ***-POS. I addressed this with **** and he denies the *** status in his text even when I read to him the receipt that was generated. He is totally lacking in knowledge. Cannot understand that a higher premium and no other **st is best for some patients. ***** number is ***********. He **ntinues to text on my husbands phone. This is a ******** scammer who needs to be stopped. His ** just laughs and plays dumb. Their number- *************. UH uses this ********** scam to get business in an unethical manner. They have no restraints on the ** in regard to ethical practices or honesty. ******** states to me that older people are ripped off this way daily.

  Business Response

  Date: 07/14/2023

  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 representative's correspondence and/or a description of the issue, we will be responding directly to the enrollee's representative in writing. 
  
  Sincerely,
  ******************