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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

    • 2,824 total complaints in the last 3 years.
    • 1,074 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:04/03/2023

      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.
      I am reaching out from a providers office regarding our patient. I submitted an authorization back in January. We received a letter from *** requesting additional information needed. I tried calling *** since February. I have tried 6 plus times to get someone to call me back to get better clarification on what they are needing for the Authorization. The employees at *** I speak with say they are sending a message to the nurse reviewer to call me back and I have never received a call back. We also tried reaching out to the nurse reviewer directly (***********************) and left a few message and have never received a call back. In addition I sent a message through the *** portal online to hopefully get a response that way and still nothing. The patient keeps calling us for an update and I literally can't do anything because no one will call me back.

      Business Response

      Date: 04/14/2023

      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:03/30/2023

      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 customer service number on the back of my card and ask how did my information get exposed to several different groups with different names and claiming to be part of United Health care and I research their phone number it comes up a robo scam callers. now your customer service sounds like it is on the other side of the planet and they don't even know what a corporate office. I want to speak woth Corporate in ******* about this issue I'm getting and my wife is getting the same times of calls.

      Business Response

      Date: 04/03/2023

      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. 

    • Initial Complaint

      Date:03/28/2023

      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.
      February 6th 2023 called United Health care call requesting a letter of creditable coverage and monthly amount taken out of checking acct ****** monthly. Nothing sent called February 22nd requested again and a book of benefits not what I requested for the 2nd time. Called March 7th 2023 and was insured a letter was being mailed to the *************************************************** address with the monthly amounts being deducted from checking account allowing 7 to 10 business days to receive it. On Friday 24th of March I called UHC and was informed yes the letter was mailed but I need to give it 10 business days I told them I would give them until the 27th of March. When nothing was received I called March 28th 2023 and was told everything was cancelled and I requested to speak to a supervisor and got put on hold for 10 minutes only to be told I could not be contacted to a supervisor. We are on deadline of getting this requested information for medical issues that are going to be denied if not turned in and UHC will not send one

      Business Response

      Date: 03/29/2023

      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:03/28/2023

      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.
      They sent me a letter, which I got yesterday in my mailbox. It was a waste of time, gas, and postage. It came with three mistakes. I did not send them a grievance request last month. I disenrolled out of my plan on 10-17-2022, not 12-31-2022. They did not have my permission to do this. They have been told this three times. I am not been their customer since ***********. They do not have any respect for me nor my wishes.

      Business Response

      Date: 03/29/2023

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. UHC has sent letter response directly to the member on 3/21/23.

      Sincerely,

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


      Customer Answer

      Date: 03/30/2023

       I am rejecting this response because:**************** is not worth squat for an employee for United Health Care, she has no respect for me, nor my wishes.


    • Initial Complaint

      Date:03/28/2023

      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.
      For the last two months united healthcare has not lived up to what they offer. They have an id card that can be used for food and medicine. It works less than half the time. I've made half a dozen calls and they claim their IT folks are working out the bugs. It's been two months!! A product will ring up one day and not the next. Once it rang up a pack of cigarettes! Something must be done. I have to use bill money to eat. A replacement card doesn't work. Thank you.

      Business Response

      Date: 03/28/2023

      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,

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

    • Initial Complaint

      Date:03/27/2023

      Type:Order 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.
      On 11/10/2022 I was taken to the hospital via Ambulance due to a possible cardiac issue. I was not given an option not to. United Healthcare subsidiary All Savers Insurance has claimed that the ONLY ***************** in the Mecklenburg ***************************************** area is "Out of Network" only covering about 30% of the Ambulance charge. I have appealed twice asking for an explanation as to first how is the ONLY provider of this service within 50 miles is "Out of Network" and to please provide me with an alternative "In Network" option for an *****************. The appeal does not answer either of those questions. If they deem something "Out of Network" when not giving a viable alternative option that is acceptable and covered by All Savers/United Health they should fully cover said charge. This gives me the patient either risk your own life/life of others by not going/driving myself to the hospital or facing financial hardship with a forced "Out of Network" charge. This choice is in no way fair.

      Business Response

      Date: 03/29/2023

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA),we are unable to respond directly to you regarding these concerns.
      Since you provided a copy of the complainants description of the complaint, we have responded directly to the complainant.

      Should you have any questions or comments,please feel free to contact GoldenRule at ************ during normal business hours.

      Customer Answer

      Date: 03/29/2023

       I am rejecting this response because:

      They have contacted me but have not provided a reasonable resolution to the issue.   I have provided them with a 100% reasonable resolution scenario for both parties.  I will only accept a response if they have a legal reasonable resolution 
      to the issue presented to them.  The resolution I have proposed is that they cover 65% of the cost instead of the less 

      than 40% they previously covered.  Only that scenario would be acceptable to me. 

      Business Response

      Date: 03/31/2023

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint in a letter which was mailed on 03/30/2023. 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 GoldenRule during normal business hours at ************.

    • Initial Complaint

      Date:03/23/2023

      Type:Order 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 HealthCare dental appeal process is an unfair process to dental providers. Especially out-of-network providers. When a decision is made on a dental claim and the provider wants to appeal this decision, a form must be filled out and signed by the provider. The appeal form states that the provider is not allowed to collect any payment from the member regardless is the denial is upheld. This is an unjust and unfair practice by United Healthcare. Out-of-network providers hold no contract with United Healthcare and are entitled to patient payment regardless of the insurance companies payment. This unjust practice makes the patient and provider unable to dispute any decision. The dental appeals form should be changed to allow providers to collect payment from the patients regardless if the dental is upheld.

      Business Response

      Date: 04/03/2023

      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:03/23/2023

      Type:Delivery 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 placed an order for OTC products, order # ********, amount $50.09. It was sent to the wrong address in January 2023. They assured me they would reship the order, but never did. I have contacted them several times through their web site email system, and called and talked to their specialists, but nothing ever gets done. It has been 3 months, and still nothing. They won't give me a refund, and they won't ship me what I paid for.

      Business Response

      Date: 03/31/2023

      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: 04/02/2023

       I am rejecting this response because:
      It has been 10 business days, and United Health Care said they would send me a letter regarding this situtation. I have not gotten a letter or any

      response as to whether or not they will remedy the situtation. United Health care only does "lip service" to satisfy their ego.

       

      regards

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


      Business Response

      Date: 04/03/2023

      UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 03/31/2023. We thank you for providing us with the opportunity to address this concern.

      Sincerely,
      ****************** 

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair 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 called United Healthcare to look for help for Mental Illness and the advocates and supervisors were completely unprofessional. I asked their supervisor if they were train to help someone with mental illness and they said yes which was a lie . I couldnt stop shaking while on the phone with them for two hours and the refused to give me a number to file a complaint against them.

      Business Response

      Date: 03/23/2023

      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. 

      Sincerely,

      **************** 

      Customer Answer

      Date: 03/23/2023

       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:03/20/2023

      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.
      March 18, 2023 Complaint against: United HealthCare Services PO Box ****** *******, ** ***** Member ID: ******************************** number: ******* Phone: ************ We have been paying COBRA premiums since 8-1-2022 and were informed by UHC representative, ***, on 10-6-2022 that United Health Care was primary for Dr. visits when enrolled in COBRA. We detrimentally relied on this information and my husband visited the dermatologist the next day, 10-7-2022. He has a history of two malignant melanoma so these visits are very important. Please see the first page of my attachment for the particulars and the claim numbers. I have called UHC seven or eight times regarding this misinformation and have been told by UHC representatives that *** clearly documented the misinformation she gave us in her notes. I have been told the audio clips dont even need to be pulled because its so straightforward. Several representatives have also advised me to file an appeal after reading **** notes from 10-6-2022. Again, we detrimentally relied on information given to us by this agent. I have spent an enormous amount of time on this and our credit has likely been adversely affected as UHC has ignored me, claimed they left voice messages that I never received, etc. My last phone call was 2-14-23 to ***** who then transferred me to the supervisor, *****, who informed she would get back to me within a week. Of course, I have heard nothing.United HealthCare needs to override the attached claims and should be considered primary on these claims per the representative, ***.

      Business Response

      Date: 03/21/2023

      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,

      ****************
      Consumer Affairs Advocate

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