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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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    Customer Complaints Summary

    • 2,817 total complaints in the last 3 years.
    • 1,073 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:07/10/2023

      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 was just notified by mail that the medical facility in which my primary care physician is located will be closing permanently on July 31, 2023. I tried to call the **************** number on the back of my membership card, only to encounter a truly idiotic system that did not seem to understand the first thing about why I was calling. I have more than one doctor in that facility, but as I have seen, United Healthcare has not bothered to send me a list of providers for more than a year and looking for ********** is an exercise in frustration. I am a 71-year-old disabled senior male and need more information than just the notice that the center is closing, but if I have no list of physicians, how am I to manage? The website indicated providers in another state, as if I drive or have the budget to travel so far with me living on Social Security only. I deserve to be given a little more consideration. When a person calls in for ****************, having a recording stop him by asking if he's calling for ******** or ******** when the question is about providers is downright stupid. I eventually just gave up and decided to start filing complaints instead; sometimes that gets these companies to realize that they deal with human beings!!!

      Business Response

      Date: 07/11/2023

      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. 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:07/10/2023

      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.
      I applied for health coverage last year during the open enrollment period. I signed up for United Healthcare and had an 'Active' status on the healthcare.gov website, however United Healthcare shows I am not enrolled in any healthcare plan. I called United Healthcare to see what the issue is and was told the they never received any healthcare coverage application from Healthcare.gov, so the representative and I called Healthcare.gov together. The Healthcare.gov representative told us I was showing active and the United Healthcare representative assured them I was not. The Healthcare.gov representative escalated my claim and said I would be hearing from someone. By June 1st I still had not hear back from anyone at either company, so I called again. Again we went through the same process and my claim was escalated. I was assured I would receive correspondence in 30 day, it is July 10th and I have still not received any communication from either company. I would like to have healthcare to see the doctors I need to see, but unfortunately no one wants to help from either company they just keep blaming each other and escalating the claim with no resolution. I just found out I'm pregnant as well and will now have to pay out of pocket because I do not qualify for assistance. Someone dropped the ball and now I am paying for it, quite literally.

      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,

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

    • Initial Complaint

      Date:07/06/2023

      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.
      This company took a double payment of ****************************************************************************** I want the 346 refunded back to my bank

      Business Response

      Date: 07/06/2023

      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: 07/11/2023

       I am rejecting this response because:
      I was contacted an told a refund check was mailed an I still have not gotten the check, my bank acct is overdrawn. I will not accept this until I get the refund

    • Initial Complaint

      Date:07/06/2023

      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 HAVE BEEN TRYING FOR 2 HRS TO PAY MY BILL VIA ***** AND WEBSITE. THE ***** WILL NOT TAKE MY PAYMENT AND THE WEBSITE WON'T LET ME PAY ON LINE. I HAVE A NEW ADDRESS WHICH I WANTED TO CHANGE AND ALSO PAY THE ***** NOW I CANNOT DO ANYTHING. I'M TOTALLY DISGUSTED WITH THIS SITUATION AND I NEED THIS RESOLVED.

      Business Response

      Date: 07/07/2023

      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. 

    • Initial Complaint

      Date:07/05/2023

      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 have called United HealthCare and told them to not mail any correspondence to my home address. By the way.... They call a members home address, the members' permanent address. Anyway, I gave the representatives I talked to my MAILING ADDRESS. I explained very clearly. Still, I was getting mail from them at my home. Finally I got a change of address form from United. They were still unclear I believe. I filled it out and emphasized the importance that they don't send mail to my home. ( Mail theft where I live has happened several times in our apartment building. I have a post office box and legally can use the street address of the post office, and designate the post office box number as Unit **** when I give the address out to others. I have spent time since before April this year 2023, over the phone and in writing as I mentioned so that they understand, and can make sure no mail comes to my home address, yet mail I got from United on 6/30/2023 came to my home address. I don't understand why they can't follow my simple requests. This is very important. I'm looking to BBB to help me resolve this issue. I have some pictures of the change of address form I sent them in April and also hard copies of the original forms I sent to United. I am United Health Care member # ******. The case number they gave me is AT-*******-X. I would like United to stop mailing all correspondence from all their departments to my home address. I would like United to ONLY mail me correspondence at the address all my mail needs to go to. That mailing address is ******************* ****************************************************************************. Thank you. ******************* ***********************

      Business Response

      Date: 07/06/2023

      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. 

    • Initial Complaint

      Date:07/04/2023

      Type:Product 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 canceled my application twice. The last time 6/20/23. I told him I no longer wanted the application he said he would cancel the application cause the premium hadnt even been complete. The policy was to begin 7/1/23. Well today 7/4/23 they tried to ********* payment that didnt go through and one that did. The agent said he couldnt cancel that I had to. I had no member ID to register on the portal but I was told since I didnt have a policy they could cancel. This is a rip off company and only want money. Since this is a holiday, I will be calling first thing in the morning for them to correct the problem they caused and I want my money back in full. People stay AWAY from this company

      Business Response

      Date: 07/17/2023

      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: 07/18/2023

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:07/03/2023

      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.
      UNITED HEALTH CARE NEVER MAILED ME THE UCard WHICH HAD $230.00 ON IT FOR ME TO SPEND. NOW THEY ARE TELLING ME I MISSED THE DEADLINE OF 06/30/2023

      Business Response

      Date: 07/06/2023

      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: 07/06/2023

       I am rejecting this response because:  UNITED HEALTH CARE ALREADY HAS MY PERMISSION TO COMMUNICATE THROUGH THIS PORTAL.


      Business Response

      Date: 07/13/2023

      UnitedHealthcare has responded directly to the member by sending a letter regarding the specific concerns detailed in this complaint on July 8, 2023. We thank you for providing us with the opportunity to address this concern.

    • Initial Complaint

      Date:07/03/2023

      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.
      2/13/2023 - ordered contact for my daughter (***********************) on uhccontacts.com. They sent the contacts, however, noticed that the contacts had been applied to my benefits instead of hers. I've been trying since February to get the claim resubmitted and benefits restored. I have spoken to countless people over the last several months and have had no luck. The reference number for my claim at UHC Contacts is *********. The reference number for this claim at United Health Care is D7207. All I need is my benefits restored so that I'm able to get my glasses. Please assist!!!!!!

      Business Response

      Date: 07/07/2023

      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, 


      ************** 
      Executive Consultant, Consumer Affairs  

    • Initial Complaint

      Date:07/03/2023

      Type:Delivery 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.
      Ordered OTC Products thru HUB on 06/12/2023 Called to Report no order received on 06/20/2023 Told order shipped with delivery on 06/14/2023 - home all day no orders to my address On hold and transferred 3 times with no assistance told me they would call or email but never happened.Called second / third time on 06/26/2023 - on hold with no assistance gave up Called fourth time on 06/27/2023 - had a person who did no assistance demanded supervisor. Was given to someone to assist told me they would get back to me in 2/3 days over 3 days now and no response from them still no order and I need my medicines. They are almost accusing me of trying to dupe them my wifes order came in less than ************************************** today.I also reported via internet the problems I have had to date.I recommend that you don't do business with them for shipping but use the in person option even more expensive from local vendors.I just want my order to come to me without having to keep trying after 5 times it is terrible.Thank You *********************

    • Initial Complaint

      Date:07/01/2023

      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 was not advised that my Doctor was out of network. I have been with this Dr. through United Healthcare for 3 years, approx. in March of this year I changed to a HMO, but had to change back to a PPo In April, again I was not informed My Doctor was out of network.I spoke to United on 6/27/23 regarding a billing issue and they failed to notify me at that point as well. I was surprised on my Dr. ***** that day that my Co-pay went up to ***** and that he was out of network. I had to use my grocery money to pay the Co-pay and be seen that day, without notice.I want to continue with my plan with the same co payment as if he was still in-network, because of their negligence.I will change companies in 12/23 if this is not addressed. Thank you *****

      Business Response

      Date: 07/03/2023

      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 issue, we will be responding directly to the enrollee. 

    UnitedHealth Group is NOT a BBB Accredited Business.

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