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

2,817 total complaints in the last 3 years.
1,073 complaints closed in the last 12 months.

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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:06/30/2023
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 trying to get electrolysis treatment (which is included in my insurance plan) covered for the past 8 months, but UHC has been misleading, vague, unhelpful, unresponsive, and dismissive every step of the way. At this point, it's hard to imagine that they aren't trying to make it completely impossible to get coverage.For context:- There are no in-network electrolysis providers anywhere in the country - Electrolysis can take anywhere from 40 to 80 hours to finish This is how UHC has misled me:- After filing a prior authorization, I realized that UHC will only allow for 30 minutes of treatment using the *** code for electrolysis, despite sessions regularly lasting between 1 and 12 hours. I have to drive over 3 hours one way to get to an electrolysis provider that will deal with insurance at all, meaning it is absurd to expect me to get treatment in over 100 sessions.- I have explicitly asked multiple times whether I can get a treatment longer than 30 minutes completely covered with the *** code *****, and they have said it was (I have call records proving this). Once I filed a claim, they informed me that they can only cover 1 "unit" (30 minutes) per day.- They have repeatedly increased the burden of proof for getting my claim approved, and I have complied the best I can until receiving a list of over 20 medical records they wanted. I cannot provide this because *there aren't any providers in ***** that can provide even half of this information*. In summary, I need to overcome an insurmountable burden of proof to have my claims approved, and even if it were I would have to get 30 minute treatments, paying more in gas than it would cost to pay completely out of pocket. There is literally no way for me to get reasonable coverage, and UHC has misled me for months and wasted dozens of hours of my life. These are only the biggest of my grievances, and I have many more that won't fit within the **** character limit. Avoid them at all costs.
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.

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: 07/07/2023
I am rejecting this response because:

We are in the middle of mediating this complaint, but based on my history dealing with UHC I'm skeptical that this will be resolved in a satisfactory manner. I will update my response if we resolve the issue.
Business Response
Date: 07/11/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 07/11/2023. 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:06/30/2023
Type:Sales and Advertising 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.
Please forward this to the following addressees: ***************************, ***************, and ************************* On or around May 20th, 2023, I contacted your sales team regarding the possibility of enrolling in a ******** Advantage program. They provided me with information regarding all available options. I informed them that I would consider the matter and return to them. They were incredibly persuasive, though, and I ultimately made the decision to enlist on June 1, 2023. However, upon joining, I discovered that my card did not work for *** items. This meant that my order would not be accepted in the designated stores or online. Upon contacting the *** division to have them place the order, it was discovered that the card was invalid. Subsequently, I have made numerous phone calls and spoken to numerous supervisors and departments. I received three different cards, and I am still unable to utilize my over the counter (***) medication. I was continually directed to the next member or department. The Over the Counter (***) benefit is one of the advantages offered by your sales personnel. As a new member, I believe I was misled by misleading advertisements. I have transferred all my medications and physicians to your servers. However, as I stated, this is the final day of June, when the benefits expire, and I have not yet utilized my card.
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:06/30/2023
Type:Sales and Advertising 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.
Please forward this to the following addressees: ***************************, ***************, and ************************* On or around May 20th, 2023, I contacted your sales team regarding the possibility of enrolling in a ******** Advantage program. They provided me with information regarding all available options. I informed them that I would consider the matter and return to them. They were incredibly persuasive, though, and I ultimately made the decision to enlist on June 1, 2023. However, upon joining, I discovered that my card did not work for *** items. This meant that my order would not be accepted in the designated stores or online. Upon contacting the *** division to have them place the order, it was discovered that the card was invalid. Subsequently, I have made numerous phone calls and spoken to numerous supervisors and departments. I received three different cards, and I am still unable to utilize my over the counter (***) medication. I was continually directed to the next member or department. The Over the Counter (***) benefit is one of the advantages offered by your sales personnel. As a new member, I believe I was misled by misleading advertisements. I have transferred all my medications and physicians to your servers. However, as I stated, this is the final day of June, when the benefits expire, and I have not yet utilized my card.
Business Response
Date: 07/10/2023
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: 07/17/2023
I am rejecting this response because: NOT ONE PERSON HAS HELPED ME!! I AM STILL UNABLE TO USE MY CARD

Business Response
Date: 07/17/2023
). Our Appeals and ******************** addressed the members complaint. A resolution letter was sent on 7/10/23.
Initial Complaint
Date:06/28/2023
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've had consistent issues with approval of necessary health treatments for chronic conditions. There are two instances that caused my health problems to progress due to UnitedHealthcare StudentResources incompetency and outright deceit. The first was Fall 2022 when approval of Rituxan for rheumatoid arthritis was delayed for two months. This resulted in losing regular function of my hands for 1+ months. I can't tell you how terrifying that was. Function doesn't always come back. It took me calling 3+ times a week and sobbing on the phone with a UHSR manager for the treatment to be approved. That call was on a recorded line (Sept 26th at 10:56am CST). I still have nightmares about watching my hands fail.The second incident is ongoing. I moved 1 month ago. UHSR is requiring re-authorization of my medications. One of those is *******, a bi-weekly antibody treatment for Common Variable Immunodeficiency. This treatment is necessary to fight off infections. I am a month overdue. Without treatment I have issues with inflammation and fatigue. I suspected that UHSR lied during the Rituxan incident, it was confirmed they do this last week. I confirmed with Optum date and time the PA was submitted and their PA ********** confirmed receipt. On June 23rd 9:16am, I called UHSR. The agent lied, saying they didnt have the PA. When I said I knew the time/date/confirmation of submission, all of a sudden they had the PA but it was pending. It's consistent for them to say they dont have a PA, this is the first time I knew they were lying. The supervisor was supposed to call me about this, but nothing yet. I contacted the insurance office at my university to file a complaint and am filing a complaint with the ******** Department of Insurance. The campus insurance office also felt the situation called for a school agent registering as my personal representative with UHSR. All I want is for them to approve my medication in an efficient manner so that I can stop feeling so sick.
Business Response
Date: 06/30/2023
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 call ***************** during normal business hours.
Initial Complaint
Date:06/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 called United healthcare before receiving chiropractic coverage and PT and was informed by a representative that I have a $1K deductible for this care. I then went ahead and purchased a package of 6 appointments and after my 5th (today), my provider told me their submissions to insurance by UHC were denied due to "no out of network chiropractic coverage." I have been working towards this deductible and was about to purchase another package. I then called UHC and a representative told me the SAME THING - yes I do have that coverage and yes my deductible is $1k for out of network... I then told her what happened in the clinic today and she said "let me check again" and came back to me saying I have no out of network coverage. How is this possible?? Insurance should tell you appropriately what coverage you have before you move forward with spending - this is HORRIBLE PATIENT CARE. I don't understand why we have insurance when we can't even get a guaranteed correct response from our care providers. Please help look into UHC claims like mine - I feel there will be many.
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.

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: 07/10/2023
Better Business Bureau:

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

I would like documented proof, however, that the resolution will, in fact, take effect. Thus far, I have only received verbal notice over voicemail.
Initial Complaint
Date:06/26/2023
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.
ON 5/9/2023 I WAS INFORMED THAT UNITED HEALTHCARE OWES ME A REFUND OF ****** for my father FATHER ************************* (09/14/1939) over paid on his out of pocket expenses, they mailed me a check with my father's name only and, a bank that was no longer in service, so I mailed it back as they asked, certified mail, and now they are giving me the run around about sending it back with my information, now I was added to my Father's account 7/20/2022, so why not send in my name, or it should say pay to the order of ************************* or ********************* considering my father has passed, every time I've called its in the mail, 15 days ************** now its been 30 days about to be 60 and still no check what part of the game is this, its sad that companies treat peoples families this way. This is money that doesn't belong to them yet they are doing everything not to pay, I called, now they say its in review, REVIEW for what it has already been cleared now what. another lie as to why they haven't sent what is rightfully mines. I need help ASAP, to see what is the hold up now I called again today and the lady act like she couldn't find the information, then says we sent you a refund July 2022, I asked how when my father just passed in Jan. 2023, the phone got silent, then I asked for a supervisor but we know there was none available so she said please HELP me get some answers Something really needs to be done about companies who take advantage of their clients family members
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 representative correspondence and/or a description of the issue, we will be responding directly to the enrollee's representative.

Sincerely,
******************
Customer Answer
Date: 07/06/2023
I am rejecting this response because: I HAVE BEEN CALLING THEM AND THEY ARE STILL GIVING ME THE RUN AROUND PUTTING ME ON HOLD AND NEVER RETURNING TO THE ****** AND ACTING AS IF THEY CAN'T FIND THE INFORMATION NOR A SUPERVISOR FOR ME TO TALK TO. AND INSULTING MY INTELLIGENCE BY HOLDING THE ***** WHILE I LISTEN TO THEM TYPE LOUDLY ON AN COMPUTER ONLY TO SAY I'M STILL LOOKING, FIRST IT WAS TWO WEEKS WORTH OF IT'S IN THE MAIL, NOW I'M BEING PUT ON HOLD AND NO ONE COMES BACK, AND NO ONE CAN FIND WHAT I AM ASKING ABOUT, THEY HAVE ME ON FILE MY FATHERS ACCOUNT HAVE ALL MY INFO, EVEN ASKED ME FOR MY BANKING INFO TO SEND THE CHECK AND STILL NOTHING !!!

Business Response
Date: 07/14/2023
UnitedHealthcare will be responding directly to the member's representative regarding the specific concerns detailed in this complaint. We thank you for providing us with the opportunity to address this concern.

Sincerely,
******************
Customer Answer
Date: 07/18/2023
I am rejecting this response because: THEY ARE STILL GIVING ME THE RUN AROUND, AGAIN THE CHECK IS IN THE MAIL, YET THEY CALLED LAST WEEK TO ASK WHO NAME SHALL WE PUT ON IT, ANOTHER STALL TACTIC, I AM THE REPRESENTIVE YET THEY ARE STILL PLAYING GAMES WITH ME ABOUT THIS REFUND, I ONLY WISH THERE WERE SOMEONE WHO COULD REPRESENT THE **** FORTUNATE, WHILE BIG COMPANIES TAKE ADVANTAGE OF US. IT IS SAD TO HAVE TO GO THROUGH THIS FOR SOMETHING THAT IS RIGHTFULLY MINE

Business Response
Date: 07/19/2023
UnitedHealthcare has responded directly to the member's representative regarding the specific concerns detailed in this complaint on July 19, 2023. We thank you for providing us with the opportunity to address this concern.

Sincerely,
******************
Initial Complaint
Date:06/26/2023
Type:Customer Service Issues
Status:
ResolvedMore 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.
On numerous occasions I have spent hours trying to get through to the right department when I call the phone number on the back of my insurance card for United Healthcare *************). I have tried their other number *************) and had the same issue. Their automated system routes me to AARP, to ********* to all sorts of other places or the wrong department. They have wasted hours upon hours of my time. Today (06/26/2023), I called to try to update the coordination of benefits for my son. I called ************ at 2:06 pm and was routed in circles where the recording asked me the same thing over and over. I tried calling the number four more times to try different options and had the same result. I then called ************ (the customer service number listed on their website) and was again routed in circles. Then, I called ************ (their customer service number for technical issues) to see if they could transfer me to the right person. They transferred me to the part of United Healthcare that is for individual policies. This department told me to call the number on the back of my card. After I argued with them, they agreed to try transferring me and I was finally able to speak with someone about my issue. This did not happen until 3:11 pm. I have had this same issue over and over throughout the year and a half that I've been forced to deal with United Healthcare.
Business Response
Date: 06/27/2023
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: 06/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I wanted to let you know that ******, with United Healthcare, reached out to me by phone today to let me know that she would be researching and resolving the issue with their phones. She gave me her direct line in case the issue persists ************************).
Initial Complaint
Date:06/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 cancelled my health insurance plan with US health group via Freedom Life Insurance on Feb 3, 2023. Since it was the 3rd day of the month, I was told I would receive a reimbursement check for the majority of my payment. I paid $342.69, so I should have been reimbursed over $300 for cancelling my plan. By April, a check had never arrived. I called Freedom Life and they said they would void the checks and resend them. By May the check never arrived. I called and 5/23/23 to freedom life and spoke with *****- case number Sashad05232023 and she said those checks were never voided and resent. She sent a request for them to be voided and resent. I asked to speak with an upper level manager about the issue since I had been waiting for my refund for several months. I waited on hold for over ******************************************** with a manager. My time on the phone was over an hour trying to resolve this issue. Although I live in ********** and the business is located in ********** they said I cannot come and pick up the check in person. By June the checks still hadn't arrived. I was told on 6/5/23 by ****** that I have to wait a full 30 days for the checks to be dispersed and arrive. Which again does not make sense, as mail should not take 30 days to send within the same city. It is now 6/26/23 and the checks have still not arrived I spoke with ******* today and she said she is going to have the checks sent again. Every time I speak with someone at Freedom Life they say they will resend them and they never do. This company is a complete scam. I am confident I will never receive my money.
Business Response
Date: 06/28/2023
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: 06/28/2023
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:06/23/2023
Type:Product Issues
Status:
ResolvedMore 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.
On 5-26-2023, I requested to dis enroll from my ******** supplemental and Rx insurance effective 5-31-2023. This is because I was covered on my wife's group health insurance, effective 2-13-2023.. I paid my premiums in advance. I requested a refund for the June premiums. Despite several phone calls, United Healthcare is refusing to refund my premiums paid for the month of June
Business Response
Date: 06/28/2023
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: 06/28/2023
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:06/22/2023
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.
UnitedH has just called me today Jun 22 ********************************************************************************************************* unnecessary and dishonest conversation. *** claims to have called me over a prior authorization that my PCP submitted. *** called from a number that is marked as "Suspected Spam" and that cannot be searched on ****** as being a legitimate number. Regardless, *** asked me for my date of birth and one other detail, and would not give me the information about the prior authorization without it. Under these circumstances, I was most uneasy in complying and did not comply. The *** rep who called told me to go online to check the notification. However, when I logged into my account in ***'s online portal, there is no such relevant letter present. There is, instead, a PDF titled "appeals and grievances" which makes mention of "***************, M.D." I do not know who this is.
Business Response
Date: 06/23/2023
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.
Customer Answer
Date: 06/23/2023
I am rejecting this response because:

I haven't received any response.
Business Response
Date: 06/26/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint with a letter mailed on June 26, 2023. We thank you for providing us with the opportunity to address this concern.
Customer Answer
Date: 06/26/2023
I am rejecting this response because:

I haven't received any letter, UHG is forcing me to reject their response in this portal by continuing to write unnecessary nonsense in the portal which doesn't resolve any part of my complaint, and is doing all this before such letter even arrives. Even when such letter arrives or doesn't arrive, the letter may be a form of harassment instead of a sensible step to a resolution.

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UnitedHealth Group is NOT a BBB Accredited Business.