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

  6300 Highway 55 Minneapolis, MN 55427-4946

• 

  UnitedHealth Group

  12125 Technology Dr Eden Prairie, MN 55344-7312

• 

  UnitedHealthCare of New York

  2 Penn Plaza 7th Floor New York, NY 10121

• 

  United Healthcare of Pennsylvania Inc

  2900 Smallman Street Pittsburgh, PA 15201

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:04/18/2023

  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.

  After contacting UnitedHealth Group several times to have my address removed from all current and future mailing lists, I continue to receive mail from the company. I have attached an example of the mail that I have received.

  Business Response

  Date: 05/10/2023

  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. 
  
  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: 05/11/2023

   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:04/17/2023

  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.

  My United Healthcare ******** Advantage Plan failed to process my claims in a timely fashion and apply the out of pocket amount appropriately for the year 2022. I have made multiple attempts to work this out with them without success.

  Business Response

  Date: 04/18/2023

  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.

• Initial Complaint

  Date:04/17/2023

  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 went to the *****************************/******************* on 3/12/2023 due to a car accident I was involved on 3/7/2023. I told the facility to bill me directly because the car insurance company would be paying for the medical and not to send it to my insurance company. I was not at fault. Unfortunately, ***************************** sent the claims to my insurance company, UMR. I realized this was done on 3/26/2023 when I received an EOB by email. I called UMR and spoke with rep-***. I explained the situation and stated the claims for the service date 3/12/2023 should be denied because the car insurance company, Geico is paying them. She told me the claim would be denied. I called UMR on 4/10/2023 when I saw they processed another claim for the service date of 3/12/2023. I spoke with their rep/Shay. She told me it would be denied. I was reviewing my UMR claims 4/16/2023 and realized that both claims for that service date were opened. So I called UMR again and spoke with ***, she told me I had to call back and speak to the re-coupment department because both claims had been paid by UMR. I called today and rep-**** answered and disconnected me so I called back and spoke with rep-******. He had me on hold for a while then transferred me to the customer service line again. I can not keep calling for them to give me the run around and not assist me. My health insurance company was never supposed to be involved and now I can't get them to assist me. They have 2 claims: one for *****************************/******************* and the other for *************************** that read the **rays on 3/12/2023. I need this resolved so I may submit the correct bills to Geico to pay for the medical. My name is *********************************, dob 12/23/1979, my member number with UMR is ********. Their contact number is ************. I only want to speak with a manager or supervisor with their company. I would appreciate BBB's assistance with this matter. Thank you for your time and assistance. I truly appreciate it!

  Business Response

  Date: 04/21/2023

  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: 04/24/2023

   Better Business Bureau:
  
  

  I have reviewed the message.  UMR has reached out to me.  I am not happy with them but understand BBB can not assist with this matter.  I will deal with the hospital.  Since UMR could not provide me with the proper assistance from the beginning.  Their company needs training with listening!!

  Thank you for your assistance BBB.

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

• Initial Complaint

  Date:04/17/2023

  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.

  RE United H3133383135**34373632Hcare AARP ******** Advantage Plan This is a claim that happened Jan. 5, 2023 and a crown was done. We have gone thru 6 times to the claims **** and given them all the information that they need and the supervisor, *******, had everything they need to process the claim. It has been 3 weeks and still it has not been processed. I called back to them. The dentist office did not even see the claim. So, there is not anything more to be done and we can&#**;t get United H3133383135**34373632Hcare AARP ******** Advantage Plan to pay for this crown. I want everyone to know this insurance H32303235**303035**32H, the dental side, is c*** The dental portion of this is a joke. The lady at the dental office said she experiences this with other people regarding this insurance all review.

  Business Response

  Date: 04/19/2023

  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. 
  
  Sincerely,
  **************** 

  Customer Answer

  Date: 04/19/2023

   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. BUT I do expect them to contact me in resolving this issue. They are in breach of contract on this matter the breach of contract is that the service meets all criteria for payment on their part and they are playing games and doing everything they can not to pay. I am going to take them to small claims court if I have to.

• Initial Complaint

  Date:04/17/2023

  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.

  This company tolerates it members committing assault and battery to their family members. We as family members who are authorized on her account are ignored by their corporate office staff and given lists of providers who are not in network. United Healthcare is enjoying knowing that the family members are suffering and have physical and mental pain from its members

  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: 04/29/2023

   I am rejecting this response because:
  
  The business refused to reach out to me despite my calls and I have health care surrogate along with my wife for the member and we are listed as authorized representatives for the member.

  The lack of response by the company tells me they condone their members assault and battery of defenseless family members

  Business Response

  Date: 05/01/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 4/19/2023. We thank you for providing us with the opportunity to address this concern.

• Initial Complaint

  Date:04/17/2023

  Type:Order 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 my health insurance with UMR United Health Care. My coverage includes a provision to see in-network specialists for a $50 copay per visit. In January 2023, one specialist I see wrote me, stating that an additional $39 would be required each visit, effectively making the copay $89 instead of $50. I contacted UMR United, asking for help, but cannot get a response from them. Furthermore, they have no email that is customer-facing nor a phone one can call to speak with an agent. I have written to them via US mail. They respond 4 weeks later but have not provided a response. I have made what I believe to be reasonable requests, namely, insist that the provider honor the contract and accept $50 copay per visit or, dismiss them from the network for breach of contract. UMR United has failed to reply since January 2023. I would like a resolution along with an easier, more modern, customer friendly way of reaching them rather than writing a letter. It is 2023 after all. This level of service is inexcusable and needlessly delaying medical needs.

  Business Response

  Date: 04/25/2023

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee.  
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************ 
  
  Sincerely,
  
  Schwanna 
  Consumer Affairs Advocate
  
  

  Customer Answer

  Date: 04/25/2023

   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. An agent called me within one day of receiving the BBB complaint, something I was unable to elicit on my own. Their customer facing response patterns so need serious overhaul and attention however. One should not have to file a BBB complaint to speak with someone. And it remains entirely unreasonable, unprofessional, and unacceptable for them not to have email available. 

• Initial Complaint

  Date:04/15/2023

  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 hearing impaired. My navigator and the sales department seem to speak english properly, few others do. The usual technique of hanging up and hoping you get someone else doesnt work. If By law i request a non outsourced rep, i get a half our of i am speaking english i get an argument about transfer, disconnected, or both. Sometimes they call back. Ask for a supervisor and get the usual long wait times. If I worked and refused to let someone speak to my supervisor, Id be fired. I dont know how people with family, a full time job or other responsibilities besides wasting hours on the phone do it, but it s very inconsiderate of a company to put people on the phone that cant speak correctly or understand English themselves, judging from the way they ask me to repeat requests. I dont know if the people who choose 2 for Spanish Have to deal with this, but there doesnt seem to be a valid English option. People with hearing impairment cant understand foreign accents or learn foreign languages because of this, but even people with normal, hearing complain about this when I talk to them. United was recommended by a friend who seems to be one of the few people that doesnt seem to have these problems. My navigator gave me the wrong information and if I ask for a new navigator ill get someone I dont understand. How am I supposed to get help from these people. A friend who is a computer expert says companies do things, but they dont really want to talk to you or really care about you, so they dont have to interact with you.

  Business Response

  Date: 04/17/2023

  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.

• Initial Complaint

  Date:04/14/2023

  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.

  Beginning of March, 2023 I changed my name back to my maiden name. I'm on ******** and Ahcccs. Everything has been changed with ********, SSI and the state. Part of my benefits are the Ucard with which I am have benefits for paying utilities, fresh food or over the counter drugs. I still do no have a working U card with the correct name on it. I have made over 10 phone calls spoken to managers, filed a complaint and still I do not have a working card that I can take to the grocery store to make purchases. The temporary card on their website is still showing the wrong name even though all of their records have been updated so I don't even have that. With the Ucard, the amount you are given does not roll over to the next month. So without a working Ucard, I lose those benefits. I feel like I'm getting the run around and none of the people I am talking to are able to fix the issue. I don't know what to do to fix this.

  Business Response

  Date: 04/17/2023

  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.

• Initial Complaint

  Date:04/14/2023

  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.

  ONGOING ISSUE SINCE 2/27 STILL NOT RESOLVED AND MY CONTACT POINT AT OPTUM - (*********************** IN CONSUMER AFFAIRS) - HAS NOT REPLIED TO ANY OF MY EMAIL SINCE BEFORE 4/5. AND WHEN I CALL THE MAIN PHONE NUMBER FOR OPTUM THEY TOLD ME THAT THERE HAVE NOT BEEN ANY NOTES PUT IN THE SYSTEM ABOUT THIS ONGOING **** SINCE END MARCH. ** MY OPEN OPTUM / RALLY **** # IS ********. ALL OF THE DETAILS OF THE ISSUE ARE EXPLAINED IN THE **** FOR OPTUM TO READ. THERE ARE INSTRUCTIONS THAT OPTUM HAS TO FOLLOW ON THEIR END TO ADJUST CERTAIN SETTINGS ON THEIR END TO FIX THE PROBLEM AND I HAVE BEEN EMAILING THE INSTRUCTIONS TO *********************** AT OPTUM SINCE 4/5 WITH NO RESPONSE RECEIVED. * AT THIS POINT I NEED *****'S SUPERVISOR TO CALL ME DIRECTLY ABOUT THIS BY PHONE AND I NEED OPTUM / RALLY TO FOLLOW THE INSTRUCTIONS IN MY EMAIL SENT TO ***** ON 4/5, AND 4/11, 4/12, AND 4/13. EVERYTHING THAT OPTUM NEEDS TO KNOW IS IN THEIR OPEN **** # ********.

• Initial Complaint

  Date:04/13/2023

  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.

  A year ago I signed up with United Healthcare. I needed help with over the counter medication and Essentials, as well as utility bills, doctors and medication. The first couple of months went fine but then there began to be problems ordering supplies from them. The app was glitchy and going directly to the website was not much better. I also needed a root canal and I could not find a dentist nearby that accepted them. My doctor also had stopped accepting them because it was too difficult to get them to pay. I assumed that ******** would just pick up as it had always done. However I found out a few moments ago that this was not the case and I now owe over $900 to my doctor. I am disabled and must go to the doctor every month. And can no longer do that until I can get rid of them and change the policy back. Because I will have to pay them $135 per visit as well as a payment towards the $900. United Healthcare had told me that they worked with out of network doctors. But apparently that is not the case. In January of 2023 they finally began to help with my utility bill. January and February went fine however when the bill for March came there was another glitch in the app and after a week of talking to specialists and the power company they found out there was a problem on their part. And it could not be fixed at this time. So I ended up unexpectedly paying the bill or risk disconnect. And it's still cold here. As of 4/12/2023 problem not resolved. So 1yr I have no utility help, problematic otc ordering essentials, in debt nearly $900 to my doctor that I can't pay, a dentist 1and half away that also does not accept so that's another bill, an electricity bill with a company that was accepting them but due to a United Healthcare problem can't add them back. The debt continues to mount up because of them. They can sign you up on the phone but to get away you have to write a letter, no form for it, and do it by *****

  Business Response

  Date: 04/14/2023

  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.

  Customer Answer

  Date: 04/15/2023

   I am rejecting this response because: I was contacted by ****** at executive office. He said issues would be addressed. Discussed each one and seemed concerned. While I am grateful for contact I would like to wait and see if changes actually do take place. After all the customer service has given me the run around before and did nothing.
  
  
  

  Business Response

  Date: 04/18/2023

  UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint. We thank you for providing us with the opportunity to address this concern.

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because: I do not trust them to do as they said they would in the phone conversation. They never have before so why would they now?  I am trying to get unenrolled  from them. As of right now it will be May 1st before I am unentangled from the mess they put me in. So until that time I will NOT let go of these issues with only their word by phone. I don't trust them to keep it.