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Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

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

    • 2,826 total complaints in the last 3 years.
    • 1,068 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:02/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ONCE AGAIN, UNITED HEALTHCARE MANAGES TO PUSH ME BEYOND MY LIMITS!Just now, I tried to log into my account to check certain things -- only to see that the only policies listed for me are policies that show "Coverage Inactive"!!! Then the chat keeps telling me to log in OVER AND OVER AND OVER AND I WAS ALREADY LOGGED IN!!!Well, ******* has convinced me that I cannot expect a functional website from them, but I'm hard pressed to see what IS functional at United Healthcare. I am pushed more and more beyond my limits, exactly the sort of treatment that a disabled senior deserves, apparently! I have an appointed Point of Contact person who would be good if I could maintain contact with her freely, but when I call in to leave her a message, instead, female employees answer, which wouldn't be so bad if they knew adequate English, but at least three times, I have been left wondering if being a published writer in three languages is a reason for me to be tortured with such a situation!!!I won't stop filing complaints as long as this is what United Healthcare calls "service." I know what I call it, but I'd be nailed for being too obscene, but no matter what I could say, the real obscenity is to deal with so many malfunctions and always wonder: will I still be alive when *** finally has a workable system? I have my serious doubts about that!

      Business Response

      Date: 02/06/2025

      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:02/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had my health insurance with United Health Care in 2024. In December of 2024 I signed up to get insurance from *****. My rewards card worked from January 2024 thru November. When I tried to use it in December the rewards was rejected. I called Healthy Benefits and ***************** in December and was told a new card was sent out. I had the new card and it did not work either I believe because the card said it was no good until January ******. I believe that they stopped my card the minute they saw that I was switching to *****. They owe me about $40 in reward money and also the money I lost that I could use to buy toothpaste, etc. This story is exactly what happened to my wife. Her card was shut off before she used it in December. She is out $58 and her incidental money for toothpaste,etc.

      Business Response

      Date: 02/06/2025

      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 *****************************.

      Customer Answer

      Date: 02/06/2025

       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:02/03/2025

      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.
      I am filing a complaint against United Healthcare (UH) for denying critical coverage for my toddler, who has a documented disability and extensive medical history. Since birth, he has been under the consistent care of his PCP and specialists at ***************************, facing severe health challenges including COVID-pneumonia, Kawasakis disease, and hearing loss. He has undergone multiple surgeries, including adenoidectomy, tonsillectomy, and tympanostomy (ear tube placement). Despite paying monthly premiums, UH refuses to cover his hearing aids, earmold replacements, and audiologist visits with his established providers.After multiple calls, ** claimed his provider could apply for a Network Gap Exception. However, when his PCP attempted this, she was blocked because she is out-of-networkdespite treating my child since birth and knowing his needs best. I have been given the runaround, with repeated promises of supervisor callbacks that never happen. In the meantime, my child is going without essential hearing supplies and medical care.Switching providers now would cause delays in treatment and disrupt his care, and I cannot afford the growing out-of-pocket costs. Since open enrollment is closed and I do not qualify for a special enrollment period, I am stuck paying premiums for a policy that does not meet my childs medical needs. *** refusal to provide coverage is both unethical and harmful to a disabled child who requires specialized care.Requesting that UH:1. Approve a Network Gap Exception so my child can continue care with his established providers.2. Cover his medically necessary hearing aids, earmold replacements, and audiologist visits.3. Provide clear and accountable communication regarding policies for disabled patients.United Healthcare must be held accountable for failing to provide necessary healthcare coverage for a young child with a disability. Immediate action is needed.

      Business Response

      Date: 02/03/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:01/24/2025

      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.
      This business has not paid on a claim that was submitted for the months of November, December and January. My son is Autistic and needs ABA therapy. They have reduced his hours at therapy due to United Healthcare not processing his claim for service.

      Business Response

      Date: 01/24/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:01/21/2025

      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 a provider having extreme difficulty with accessing information that is imperative to a patients treatment and wellbeing. After a year of making attempts to have an series of ongoing issues resolved, I continue to have difficulty obtaining a resolution. Specifically, I have been repeatedly told to contact other departments, none of which have been able to answer any questions regarding my issue. This appears to be a larger issue, which nobody is able to provide any information about. I appreciate any assistance you can provide me in helping to get connected the appropriate point of contact.

      Business Response

      Date: 02/03/2025

      Hello, 

      We are writing to confirm receipt of the Better Business Bureau complaint received within Optum Consumer Affairs on February 3, 2025. Thank you for bringing this issue to our attention. 

      We are still researching the details of this inquiry and will connect with Mr. ******** upon completion of our review.

      Thank you kindly.

      Optum Consumer Affairs 

    • Initial Complaint

      Date:01/20/2025

      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 signed up for United healthcare plan for month to month. Before moving out of state where I could no longer use my healthcare plan, I canceled my plan. I waited on the phone for an hour and then talked it through for another hour. I received a confirmation email saying that my plan was canceled. The following month I was charged for my healthcare plan again. I had to spend hours getting transferred back and forth on the phone to say it is definitely canceled. Following month I am charged yet again. This is now becoming a financial burden after a big move. I spend hours on the phone disputing the charges again. I finally am not being charged for my canceled plan but they are trying to say that I owe them the money for those months when my plan was canceled. So I now will have to spend more wasted hours on the phone before they try to send me to a debt collector for money I do not owe them. They should be paying me at this point. By the time Im finished I will probably have worked a full 40 hour work week with them trying to get this resolved. It seemed like no one knows what they are doing. Who knows how many people have been unknowingly paying them after canceling or being sent to debt collectors for a debt that doesnt actually exist. United healthcare is a scam.

      Business Response

      Date: 01/21/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

    • Initial Complaint

      Date:01/19/2025

      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.
      Dear *** or Ma'am: We were unable to go over, our health plans with United Healthcare, because our car broke down 3 times in a row and our heating system is burned out forever. In the meantime UHC reduced our ******** grocery spending allowance down by $214.00 for both of us, with out warning. Previously, I thought I saw that reduced our plan to the S1 plan with UHC, which would have solved the issue, I have a photographic memory, and couldn't have gotten this wrong. Please refund us $158.00 for the mistake. We are very poor and don't have enough our food this month. This is an emergency request. Thank you for your consideration.

      Business Response

      Date: 01/21/2025

      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:01/16/2025

      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 a 69-year-old member of the United Health ************* program. I filed a $95 claim for an optometrist visit and a $250 claim for purchasing a pair of prescription glasses. I checked with United Health Care on both items and received verbal approval. After my visit, I filed for a refund online and mailed both receipts to the address provided. I have called UHC at least 10 times and spoken to ***** representatives; three supervisors gave me a nine-digit case number and promised a call back within 48 hours. No one ever called back. Every time I call, I must start by giving them the visit dates, costs, and all the details, but it will be lost again the next time I call. This is a nightmare. The degree of confusion and not knowing is suffocating. I finally called their complaint line at ************; after 29 minutes of providing the information, I was given case # S-xxx x** 898, then I was put on hold three times, and the last time that I was on hold, the phone was disconnected. Their systems are unbelievably primitive.

      Business Response

      Date: 01/17/2025

      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:01/15/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As of January 1, 2025 I have been in contact with *nited Health care to rectify their * Cards. This card was issued and activated and it does not work. I cant pay bills or get food with the * Card. The money amount of 352$ is on the card and it will be eliminated by the end of the month. I'm requesting that the balance of the issuing amount of 352$ be continued to February if they don't fix the issue on the card. B*T The issue needs to be corrected at this time, so my utilities can be paid before they are cut ****** sisters special needs client also has the same card with the same issue. NO cards are working.

      Business Response

      Date: 01/16/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to this submission 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.  We are currently in communication with the enrollee to get this matter resolved.

      Sincerely,

      ******* *.

    • Initial Complaint

      Date:01/08/2025

      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.
      My daughter ****** is special needs and requires attendant care services. Ever since weve switched health insurance providers she has been without attendant services. The agency that she is a client with is called LifeSpan and theyve refrained the attendant from clocking in until theyve received authorization from United Healthcare. I have called UHC 3 or more times since 1/1 requested to get this authorization form sent to Lifespan and theyve promised a callback from the service coordinator ******** every single time. ******** has never called and *** has still not sent this form it has been over 2 weeks since Lifespan has requested this with them. This is impacting the care my child receives and needs to be prioritized.

      Business Response

      Date: 01/09/2025

      This will acknowledge receipt of your complaint to the BBB, complaint number ******** . Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.

      Sincerely,
      Consumer Affairs

      Customer Answer

      Date: 01/10/2025

       I am rejecting this response because:
      This doesnt solve my ongoing issue and I should have received a call. 
      Member ID: *********
      Phone: **********

      Business Response

      Date: 01/13/2025

      Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee

    UnitedHealth Group is NOT a BBB Accredited Business.

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