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

  1902 Valley Pine Cir. International Falls, MN 56649-2176

• 

  UnitedHealth Group

  2550 University Ave. W. Saint Paul, MN 55114-1052

• 

  UnitedHealth Group

  4932 Wisconsin Ave. N. Minneapolis, MN 55428-4109

• 

  United Health Group

  450 Columbus Blvd Hartford Service Center Hartford, CT 06103-1801

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:03/20/2023

  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.

  First Line Benefits (OptumRx/United Health Group) refuses to ship my item that i paid for. I have made several calls to the customer service and still have not resolved the missing item. order date 1/22/2023 paid for 5 items only got 4.1/29/2023 called ************** to file missing item was given ticket # ****** and told **** days i would get a call about this item. NEVER DID 2-6-2023 called back and was told ticket was never processed 2-16-2023 called back and rep refused to transfer to upper management and hung up 3-3-2023 called UHC and filed a complaint, they did a 3 way call and assured me that this would be corrected. NEVER was fixed. was given ticket # ****** and Ref # for UHC ********* 3-17-2023 called first line talked to Sham, am now being told that my missing item is not important and will ship out sometime in the future. Asked for upper management again, put on hold for over 25 minutes and was told there was nothing she could do. Nice job of forcing people to use this crappy vendor!!!!

  Business Response

  Date: 03/21/2023

  March 21, 2023,
  
  
  
  To Whom It May ******************* to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau 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 Advocate
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use,dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error,please securely destroy it and immediately notify the sender. Thank you.
  

  Customer Answer

  Date: 03/21/2023

   I am rejecting this response because:
  This does not require them to talk about my health.  Just another way to avoid the current issue.
  
  

• Initial Complaint

  Date:03/14/2023

  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.

  I was needing surgery on my wrist due to a ganglion cyst, I had activated coverage but was not advised by the agent that I only had 3 days if I needed to cancel the surgery. My cyst has now disappeared and I no longer feel the surgery is needed but they will not allow me to cancel the coverage thus forcing me into a surgery I don't feel I need so I don't lose $550. Which is absolutely INSANE! Things happen and I shouldn't be forced into a surgery that is not needed or my money will be stolen.

  Business Response

  Date: 03/17/2023

  Thank you for expressing your concerns, and allowing us the opportunity to assist in this matter. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond publicly. However, we have connected directly with this member and satisfactorily resolved their concerns. If there are any additional questions,please feel free to call the Escalated Member Help Team. We can be reached during normal business hours at ************. Sincerely, **********, Manager, ********* Member Help
  

  Customer Answer

  Date: 03/17/2023

   I am rejecting this response because:
  
  If that was the call I received earlier they didnt even mention it was in regards to my complaint. They stated they wanted to see if I received the appeal form. Which has to be MAILED in and my surgery is Friday. They wouldnt have even received it in time. There should be other options for canceling if life happens. 

• Initial Complaint

  Date:03/05/2023

  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.

  Hello! I am attempting to get the following dates of service with my therapist ********************* processed by processed by GEHA, which have taken roughly over 180 days: 10/24/22, 11/7/22, 11/14/22, 12/12/22, 1/2/23, 1/9/23, 1/16/23, 1/23/23, 1/30/23, 2/7/23, 2/13/23. My GEHA member is ******** In addition, I have attempting on roughly 6 occasions to get the following claims submitted but no one is able to receive the secure email and input them, despite trying numbers times: 11/28 with *********************, 12/12/22 with *********************, and 11/30/22 with ******************* I am also now needing a secure email to submit out of network claim for 2/27/23 with ********************* and 3/1/23 with *********************. Could someone please assist me? I've probably communicated over 30 emails, multiple phone calls, multiple escalations, and no one has helped me. If I have a bad medical episode and get hospitalized will be due to having to abruptly discontinue care, so if someone could please please please please please please please please reach out and assist me, you would be literally saving my life.

  Business Response

  Date: 03/14/2023

  March 13, 2023

  BETTER BUSINESS BUREAU

  ***************** CIR

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

   

  Re: Complaint ID ********

  To Whom It May ******** We are in receipt of your correspondence regarding the above referenced complaint. GEHA is regulated under The Federal Employees Health Benefits Act of **** (FEHBA), 5 U.S.C. **** et. seq., which establishes a comprehensive program of health insurance for federal employees, retirees, and their families. FEHBA authorized the ****** of ******************** (OPM) to contract with private carriers and associations, like GEHA, for federal employees health insurance. FEHBA also includes a preemption provision in Section 8902(m) (1), which reads: The terms of any contract under this chapter which relate to the nature, provision, or extent of coverage or benefits (including payments with respect to benefits) shall supersede and preempt any State or local law, or any regulation issued thereunder, which relates to health insurance or plans. Please be assured however, GEHA is working with the member regarding this complaint. Should you have any additional questions, please contact our *************************** at **************.

   

  Sincerely, ********************* ********************* Supervisor - Appeals Fax Number: 1 (816) 257-3256b622 cc: Member 

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  
  Thank you so much *****!! Whatever you did, it worked!! The big backlog of claims finally got processed and I am RELIEVED that I can continue going to therapy/seeing my out of network doctor. There is just 3 last claims that i'm having a hard time getting in, it is 11/28/2022 with *********************, 11/30/2022 with *******************, and 12/12/2022 with *********************. I know a few times the customer service department has confirmed it has gotten sent to claims, but I have not seen anything populate as being in queue (generic provider then saying their name) for those dates, could you do me a favor and **** regarding those 3? then we can close this out and I am so happy and thankful for your help!!! you really did save me from trouble, i was almost going to have to lapse on medical care :( thank you so much!

  Business Response

  Date: 03/16/2023

  Re: Complaint ID ********

  To Whom It May ********

  We are in receipt of your correspondence regarding the above referenced complaint. GEHA is regulated under The Federal Employees Health Benefits Act of **** (FEHBA), 5 U.S.C. **** et. seq., which establishes a comprehensive program of health insurance for federal employees, retirees, and their families. FEHBA authorized the ****** of ******************** (OPM) to contract with private carriers and associations, like GEHA, for federal employees health insurance. FEHBA also includes a preemption provision in Section 8902(m) (1), which reads: The terms of any contract under this chapter which relate to the nature, provision, or extent of coverage or benefits (including payments with respect to benefits) shall supersede and preempt any State or local law, or any regulation issued thereunder, which relates to health insurance or plans. Please be assured however, GEHA is working with the member regarding this complaint.

  Should you have any additional questions, please contact our *************************** at **************.

  Sincerely, ********************* ********************* Supervisor - Appeals Fax Number: 1 (816) 257-3256b

• Initial Complaint

  Date:03/03/2023

  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.

  United Heath *********************** and its third-party provider UMR, have repeatedly neglected to correct an incorrect medical bill from September of 2022. We have called and advocated for the correction five times since September, and been told by representatives that the bill is indeed incorrect, and will be corrected. However, we continue to receive the same bill in the mail, with the latest bill informing us that we are being sent to collections. We have no other recourse to correct this bill other than calling and speaking with a representative, which has consistently failed fives times over the past 6 months. We now have the potential to face financial hardship because UMR and *********************************** as consistently and repeatedly failed to do their most basic task. We have been repeatedly told that, while we can speak with a representative, we cannot speak with anyone that can actually correct the problem over the phone. To me, it seems like predatory behavior hidden behind the guise of an incompetent filing system and/or incompetent and untrained staff. This seems additional predatory because they do not provide any other avenue to correct the situation other than paying an incorrect bill.

  Business Response

  Date: 03/06/2023

  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.
  
  Should you have any questions or comments, please feel free to call UMR during normal business hours.

  Customer Answer

  Date: 03/09/2023

   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.

  UMR has reached out and has identified that discrepancy between the information given in my employer's SPD, which did not align with the way UMR was displaying our policy details on their webpage. We are unfortunately still liable for this bill, and will be paying it now.

• Initial Complaint

  Date:02/27/2023

  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.

  There are a lot of complaints I can make about this organization. It's all extremely confusing and boils down to their pathetic system & poor leadership they have in place. I enrolled in their Silver Advantage+ Individual ************************* through the Healthcare Marketplace for a premium payment of $382 in early Dec. 2022.In my portal with them, they were trying to charge me their price for their Gold Advantage+ Family Plan, which was ~$900.I called them regarding that Dec. 30th of 2022, to which they didn't have my information from the Healthcare Marketplace. I've enrolled through the marketplace since 2015 and not once have I had issues with communication between my enrollment and my provider.Long story short there, that got settled and they adjusted my premium payments to reflect the correct amount. However, I never received my Dental or Vision card, only my Medical card. So in Feb. I call to ask for them to mail my *************** card, to which I was told my Dental Plan was terminated. They weren't able to find any information why it was terminated though. I've paid both *********** premiums and was set up on auto-pay. Still no reason why the dental was canceled. Still waiting to hear back from them on the resolution, but this organization seems phishy. It feels like a scam, trying to upcharge on payments with the hopes that customers don't notice. Their system and communication with Healthcare Marketplace & within their own organization is chaotic. **************** transferred me to the **************** for some strange reason when trying to solve this issue. A **************** should look into this branches actions because it seems like there are some illegalities occurring, and the common man is too small and inexperienced with legal issues to pursue. Overall, the **************** team was extremely nice, but just didn't have answers. It is a failure of leadership inside this organization.

  Business Response

  Date: 03/09/2023

  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,
  
  **************** 

• Initial Complaint

  Date:02/22/2023

  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.

  UnitedHealthcare gives me a monthly healthy food and utility and otc allowance on a ucard and solutran is responsible to make sure I get the funds monthly, I'm very upset call after call my balances do not match reps tell me correct balance but healthyrewardsplus website says opposite and the automated phone tells me wrong balance.i can't seem to get it fixed , now I've had two utility payments cancelled and they don't know why,and I've gone to ******* and ********* several times and card does not work, so UnitedHealthcare got them issue me new card number and activated it and tried to do a online order with rep and says not a valid payment method, so I tried ******* online afterwards and ******* says card has a zero balance, I have filed two grievances with UnitedHealthcare and talked to a lot of solutran reps and united and still not fixed, I can imagine how many other cards are messed up, why can't anyone fix my issue, I have done all I can do so I said heck maybe file a complaint so everyone sees what's going on and see how many others come forward about issues with balances and solutran and utility payments. Please someone help me my month is about over I have $161 available and I can't touch it anyway at all and end the month I lose it and get my new monthly funds , this is not right to lose my funds info not have access too, and solutran reps know this as they tried to place and order and got not a valid card, today support email asked if I want a new card I said no you issued a new card already today and same issues it don't work, so the system technical teams needs to fix my acct and everyone balances make sure entire system shows same info not three different balances and a 4tg balance at ******* shows zero. I'm hoping this company owner sees my complaint and that No one has or will fix the issues and extend my funds expiration date since their errors are keeping the card from working anyplace

• Initial Complaint

  Date:02/15/2023

  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.

  ******, asked to cancel a policy on 11/28/22 for future service of 1/1/23, charged 1/3/23. Called in 1/3/23 for a refund was told 5 days for it, called in 1/9/23 was told it was 7 days, called in 1/13/23 still no refund told 12 days now.. called 1/16/23 no refund. Redid the refund with 1/27/23 still no refund told another 5 business days... still waiting 2/14/23

  Business Response

  Date: 02/16/2023

  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 have responded 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: 02/16/2023

  United called me and gave me a refund for days "not used" so for 189 even though I cancelled a whole month ahead but it's ok least we received something

• Initial Complaint

  Date:02/10/2023

  Type:Billing 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 was paying every month on time for my mother's supplement insurance. When I took my mother to the heart specialist on Dec 1, 2022, we were told she does not have the supplement insurance. When I questioned it, I called AARP. Apparently they cancelled my mom's insurance back in June and still kept taking the payments without giving her service. I canceled the payment I made that day and they sent us 2 payments of $257.98 ea on 11/30/22 check number #******* and #*******. I have called them at least 4 times because they still owe us 3 checks of $257.98 which is a total of $773.94. They have told me multiple times I will receive it within 14 days. Well, nothing ever comes. I'm tired of being put off. This is insurance fraud. Taking payments and not giving service. They still never told me why they canceled her policy when she paid on time. They can now wire it to my mothers account. The same one it came out of, **** of America: account #************ Routing #********* for a total of $773.94. Thank you, *********************** daughter, *****************************************.

  Business Response

  Date: 02/12/2023

  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:01/06/2023

  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.

  in Nov, 2022 i called Bind/surest to check on home sleep (HSS) study because website had no providers and said to contact surest. I was told my policy did not cover HSS but did cover attended facility sleep studies ( FSS). I attempted to find a facility on surest website but facilities listed did not do sleep studies or were no longer in business. I phoned Surest and was then told my policy does cover HSS but cost was the same for either HHS and **** I opted to go for FSS since it gives more information. I was told no per-authorization was required for either study. After many conversation (because website information was incorrect) I was given a facility for the **** Because facility could not schedule before next year ( 2023) I called Surest and was told by Surest cost would not increase for the next year and I did not need prior authorization. I spoke with the facility and they received order for FSS in the beginning of Dec 2022. In Jan 2023 I was told by Dr ****** FSS was not covered but HSS was, but cost was 2 1/2 times of the cost of **** I contacted Surest. because of conflicting information. Issues was not resolve so a supervisor was to call me, but never was contacted. I reached out to my company benefits ***** and they had Surest contact me. I was contacted by Surest and told i was given incorrect information and FSS had to be pre approved and mine was approved not but I could get a HSS . I told them the information on the website was incorrect about where to get HSS and the cost now was increased from when I originally requested the information. Surest talked with my doctor and found a facility to do HSS but I will have to pay for the increase in price. Most of the information on the website and call center has been incorrect every time I have contacted Surest. NOW I have to pay for their mistakes and misinformation. I will have to pay for HSS at a Higher cost than when first ordered and will have to pay for FSS if HSS is not sufficient.

  Business Response

  Date: 01/10/2023

  Thank you for expressing your concerns, and allowing us the opportunity to assist in this matter. Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are unable to respond publicly. However, we have connected directly with this member and resolved their concerns to the best of our ability. If there are any additional questions, please feel free to call me. I can be reached during normal business hours at ************. Sincerely, **********, Manager, ********* Member Help

• Initial Complaint

  Date:01/03/2023

  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 went to the *** website trying to find a doctor in network. The website does not provide me with my explanation of benefits to know what coverage I have to know what doctor I can pick. I was not mailed benefits either. I don't even have 2023 insurance cards. The website says there are tier 1 doc's, tier 2 and so on....I called *** at ************ and have been on the phone for over 2.5 hours. Transferred 4x now and no one can provide me with my explanation of benefits nor explain what tier doctor or sort of doc is in network. This plan covers almost nothing and I receive outrageous bills. I need to know what type of doctor my plan prefers. Still no doctor because *** employees cant do something as basic as provide me with an explanation of benefits and explain what type of doctor my plan wants me to see. Awful service.

  Business Response

  Date: 01/10/2023

  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 responded 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,
  
  ****************