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

2,822 total complaints in the last 3 years.
1,072 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:05/02/2023
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.
Good evening:Please note *** is grossly underpaying claims for ******************* AND certainly not according to the patients benefits. Please see below 3 patients, the out of network rate which need to be paid on each claim and reprocessed. None of these 3 claims were priced by Clearhealth we have confirmed with them. ******* , ID ********, d/os 3/15/22 billed $23,108.00 the *** benefits state this is a 90% reimbursement plan. Also, we contacted Clearhealth , this claim was not priced by them. Kindly process claim according to 90th Percentile.2) ************, ID No. ********, D/o/s 3.16.22 billed amount $77,,500 This is a 70$ reimbursement plan. Kindly reprocess claim acorrding to 70%. Benefit Search Results Subscriber: *************************** ******** | NEP Broadcasting, Llc., ******** You are viewing: Out of network Medical Benefits as of 01/01/2022 for *************************** Benefit percentage 70%Plan pays30%You payAccumulator as of: 01/01/2022 3) ******************** ID NO ********, D/O/S 3.10.20 Billed amount $50397, per *** summary plan benefits on website this is a 70% reimbursement plan, kindly reprocess this bill as well according to the correct percentile.
Business Response
Date: 05/03/2023
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:05/01/2023
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 have health insurance through United Healthcare. They have a benefit called Healthy Benefits sponsored by Solutran. I placed an order today for two items: 2 bottles of Biotene and 2 bottles of Equate Vision Formula 50+. Instead, the order I received consisted only of Equate Vision Formula 50+; no Biotene arrived at all. However, Healthy Benefits charged me for two of both items without delivering what I ordered. I have since been trying to get Healthy Benefits to credit me for the price of the two bottles of Biotene that I ordered and for which I was charged but did not receive. Healthy Benefits keeps emailing me over and over with questions about information that they say must be provided to refund my money. I give them the information, only to have the same question come back at me endlessly. After one time that I responded, I was told as follows: "For assistance with your order, please call our **************** Support Team at ************** (TTY 711)." I called the number and heard a very long recording that tried to discourage people from talking with anyone on that number. They allowed calls from two options only and neither one related to my problem. Now they are back to parroting the same questions over and over and I am getting more than a little bit annoyed. If they just grab money without supplying items ordered, they need to be shut down. If they aren't going to make a refund, that is exactly what they are doing and the same should be done to them. My patience has run out. I am filing complaints because there is absolutely no justification for them to keep shooting back to me the same questions that I have answered thoroughly more than once. I suspect this is harassment in the truest sense; they should be forced to refund the amount they took from me wrongly, but obviously, they refuse to do it. If that's how they work -- and clearly it is -- severe action needs to be taken against them. For that reason, I am filing complaints and have every right to do it when my money is used and I do not receive the items ordered with that money!
Business Response
Date: 12/12/2023
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you, Better Business Bureau, regarding these concerns. Since your letter, which was received by UnitedHealthcare on 12/7/23, provided a copy of the enrollee's correspondence that was submitted to the Better Business Bureau on 5/1/23, we reviewed these concerns. The enrollee was contacted on 12/12/23, and verified all concerns in the submission were resolved.
Sincerely,
******************
Initial Complaint
Date:05/01/2023
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.
I have tried unsuccessfully to resolve reprocessing of Claim Control #*********** for 2 months, and I frankly dont know what to do anymore so Ill try communicating through BBB and maybe someone can help.The UMR system offers little support and no customer service, in fact, this is the worst healthcare insurance system I have ever dealt with, and Im a healthcare provider and have dealt with many both as a provider and patient for over ver forty years.Calling the member help line at 1-800-27-3172 offers no solutions because I dont speak their language, and they dont speak mine, which is English. If I do happen to get someone who speaks and comprehends English it is clear these representatives have no understanding of health insurance and how it all works. I have spent (waisted) hours on the phone with them and have never found anyone to be of help here.On one call I insisted on speaking with a claims processor and was connected with ***********************, who identified herself as a claims processor supervisor. She identified the problem and assured me it would be resolved. She offered her email for follow up if the problem continued. Ive emailed her three times over a month, and have received no response. Im aware my emails go through to her because I receive back her out of office email response. Ive used your secure messaging system through the website -UMR.com. Mostly the same problem here- it is clear English is not the representatives primary language, or the representative has no understanding of claim processing. Or no one gets back with me.On your website or from your staff, I have been given or located the following email addresses for help ******************** Umr-************************ ************************************** Guess what? None of these email addresses work. Im left with no options or resources. In 5 weeks this claim will be one year old, and you will likely tell me- it wont be processed because its a year old. Right now I have spent an additional 1 hour 17 minutes on hold with your overseas call center with no help, and while waiting I took the time to type this for BBB. Perhaps you can help???
Business Response
Date: 05/04/2023
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.

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: 05/08/2023
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. Thank you for facilitating!
Initial Complaint
Date:04/28/2023
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.
UNITED HEALTH CARE IS REFUSING TO ANSWER MY QUESTION: CAN GUARDIANS BE PAID AS CARE GIVERS
Business Response
Date: 05/09/2023
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:04/28/2023
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.
In December 2022 I phoned United Health to find an optometrist for an exam and eyeglasses. I was reffered to Dr.************************* and assured by the representitive that he was "in network". I saw ****************** and although the exam was paid for, the eyeglasses were not. I was forced to pay ****** to ******************. My plan ********* Advantage AARP #4) clearly shows an annual exam, ****** towards frames and lenses paid in full . I called United Health, filed an appeal with all receipts and a cover letter. Two months later I received a 6 page letter claiming United Health was taking steps to correct the issue. A week later I received a denial of any benefits. I called 4-28-23 and was sent to a department to lodge a complaint, but was disconnected twice. To be sent to an "in network" doctor and later hear claims the doctor is not in-network is an unfair business practice. I desire to have a payment of ****** for frames and the lens expense paid as my plan clearly explains will be paid By United Health annually.
Business Response
Date: 05/01/2023
Good Afternoon,
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: 05/02/2023
I am rejecting this response because:

The insured services occurred in October 2022. Reimbursement for insured service was denied in December 2022. After hours on the phone with United Health, being transferred to no fewer than 5 individuals I filed an appeal on the denial of service reimbursement. In April, 2023 I received an e-mail outlining the steps United Health had, and would be, taking to correct the situation. The following week I received a denial of my appeal via e-mail. I phoned United Health 4-28-23 and spent 4 hours on the phone with various transfers, explaining the issue each time. I was told the appeal was never received, that I needed to file a "complaint", that I would need to speak with AARP, that the appeal was still in progress, and that I should file an additional appeal. No one could give an answer which was definitive, and each sent me to other offices. A decision needs to me made by United Health on a resolution to this matter, and it needs to occur without additional delay. I must add that each individual I have spoken with from United Health have been polite and have attempted to be helpful.
*************************
Business Response
Date: 05/23/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 05/01/2023. We thank you for providing us with the opportunity to address this concern.
Sincerely,
****************
Customer Answer
Date: 05/24/2023
I am rejecting this response because:
After no less than eleven attempts to find a resolution to this issue, including written complaints, appeals and hours on the phone with various employees of United Health, I still have no reimbursement. On May 16th, 2023 I received an e-mail stating United Health had reversed their repeated denials of benefits and that I would be paid but, again, I still have not been paid. The e-mail states I was to be paid 5-9-23 but I have not. Therefore, I am in the same position I was in October of 2022, insured services paid by me and no reimbursement. No action on the part of United Health is not a satisfactory resolution to this issue. I am in the process of filing a complaint with AARP, who has taken an interest in this matter
Initial Complaint
Date:04/28/2023
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 have called UMR to update coordination of Benefits however two months later I have bills that still remain unprocessed due to coordination of benefits.
Business Response
Date: 05/02/2023
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,

Schwanna A
Initial Complaint
Date:04/28/2023
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.
We have U Cards from United Health. They are to be used @ retail stores for normal purchases as rewards. No store will accept them. They do not have a mag card strip. United Health cannot give ** an explanation. Will not replace the card with a usable card.
Business Response
Date: 04/28/2023
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.
Initial Complaint
Date:04/27/2023
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 a member of United Healthcare which extended its benefits to members to include use of its monthly $175 allowance for members' utilities payments. I am a condo owner who pays utilities as part of an all-inclusive sum for each monthly maintenance payment for condo upkeep ***** and utilities. Since January 2023, UHC has unfairly denied me this coverage that all the other members receive, because according to them, my utilities need to be paid separately to each utility company, for electricity, water and gas, in my case, and under a separate account number for each. I asked my condo board to allow me to pay for utilities separately, but they have been unresponsive about this. In fairness to myself and other members in a similar situation, UHC should make their benefits for utilities available as cash. Otherwise, renters and other members are unfairly receiving utilities payments coverage, while the rest of us who also have utilities expenses are denied this benefit. UHC has also failed to send me written results of their decision regarding a grievance I filed with them in February about this issue, and their staff has failed to followup on my calls to them about these and other matters.
Business Response
Date: 04/28/2023
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.
Customer Answer
Date: 05/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this initial response is satisfactory to me only if United Healthcare is stating that they will contact me directly for a final resolution of this matter, not if they are simply acknowledging that they received my complaint.
This is a matter that I expect UHC to resolve fairly. On a timely basis, I will expect to hear what they are proposing to offer me.
Customer Answer
Date: 05/09/2023
I am rejecting this response because:
Although I submitted a response to the initial United Healthcare response on May 1, I wish to make clear that this matter is NOT RESOLVED, as UHC has only stated that it would work directly with me on my complaint. Since then, they have made no effort to contact me with any attempts at resolution.

Business Response
Date: 05/13/2023
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 5/11/2023. We thank you for providing us with the opportunity to address this concern.
Customer Answer
Date: 05/15/2023
I am rejecting this response because:

Customer Answer
Date: 05/16/2023
I am rejecting this response because: Email from Consumer

Thank you for relaying UHC's response to my 5/9/23 comment. I have just reviewed their statement, and in fact it seems identical with their first response - that they will work directly with me, which adds nothing further to their first response to my 4/27 opening of the case. I could not find a space for me to explain my rejection of their second response, so I am writing directly to you with these remarks. They do not appear to be sincere in attempts to work out a solution.
Initial Complaint
Date:04/26/2023
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 saw a provider on 2/28/2023 who is in-network. I verified this through the provider's office and the GEHA website. The claim was processed as out-of-network and was not counted towards my in-network deductible.I called to have this corrected and spent over an hour on the phone with an employee who told me their "website is often out of date" and that I should not rely on it to find in-network providers. I told him the doctor was in-network, and he said that he would resubmit the claim and it would take no longer than two weeks. Over two weeks later nothing had changed, so I called again. The employee said it would take longer than that (another hour wasted on the phone). Over 1 month had passed and the issue was still unresolved, so I called again. The employee told me she understood what the issue was and promised me it would be fixed by the end of next week. Again, nothing had changed, so I emailed. I got an email response three days later saying "I will resubmit the claim again."This issue along with others I have at GEHA are still unresolved. If you elect GEHA for coverage, prepare to waste hours of your time resolving issues that never should have occurred in the first place.
Business Response
Date: 05/01/2023
Please see attached.
Initial Complaint
Date:04/26/2023
Type:Billing 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 have been locked out of my united healthcare acct since Mar. I have called several times to get the account unlocked BUT am still locked out. I spent 44 minutes today and then was hung up on. I am still locked out. i cant view anything related to my insurance! I want my account unlocked!
Business Response
Date: 04/27/2023
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.
Customer Answer
Date: 04/27/2023
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.

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UnitedHealth Group is NOT a BBB Accredited Business.