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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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UnitedHealth Group has 524 locations, listed below.

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    Customer Complaints Summary

    • 2,833 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:11/08/2022

      Type:Sales and Advertising 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.
      According to my plan I am supposed to be reimbursed for three free nursing bras and they keep denying my claim and refusing to pay for it. This claim has been processed two times and each time my claim as been denied and they state that this not a benefit in my plan when it is in fact a benefit part of my plan. Then that is false advertising. So they tell someone that it's part of the plan, then the person buys something and then they refuse to pay for it. Seems pretty wrong to me. I am owed $184 and they refuse to pay it. I will be taking them to small claims court if I don't get a resolution from the business. The claim states it's $222 because they said I submitted four bras, when on the *** document I highlighted which bras were being submitted for a claim and there were only three. The level of incompetence in the claims department is astounding. This is not the first time I've had to write something on the BBB regarding a problem with my insurance.

      Business Response

      Date: 11/09/2022

      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:11/07/2022

      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 mailed in the claim form a year ago. Called to follow up on why I never got a receipt and couldn't find progress after 6 months. Rep I spoke with took down my ins info, got the eye doctor information and said she would contact the eye doctor to get the claim settled. I asked if I needed to resubmit the claim. She said no. I waited another three months. Nothing. I called again a few weeks ago. Spoke to another rep named ********. She was nice and somewhat helpful. She said the claim had been closed and that the notes said, "waiting to receive the claim." This made ZERO sense because I was told not to resubmit a claim. I thought it had been squared away. ******** then told me to call back and ask the escalation department to re-open the claim. Then proceeded to inform me that I needed to keep calling to make sure it gets handled. She's right. but this is absurd. I shouldn't have to do that if the reps are communicating clearly and doing their job. Evidently, the first person whom I spoke with did not handle this correctly either for lack of training, or maybe she did submit it, and the eye doc dropped the ball. I wouldn't be surprised because they "forgot" to order my last set of lenses. Bottom line is, I never received any information or a follow-up regarding ANYTHING. I work full-time, plus have various side-projects going on in an attempt to regain financial stability after the pandemic. I do not have time to do all this calling. Which is why I have not been able to follow up for months.

      Business Response

      Date: 11/17/2022

      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.

    • Initial Complaint

      Date:11/01/2022

      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.
      United Healthcare periodically makes robocalls to my cellphone number in which I am asked many questions. However, when I give answers, the recorded system doesn't understand me. I find myself SHOUTING and I am still not heard nor understood. I waste plenty of time trying to cope with a system that clearly is dysfunctional. I then tried to call in and encounter an argumentative woman who is clearly annoyed that I have called in. It becomes clear to me very quickly that I am wasting my time because nothing I say gets accepted. If there is something wrong with the recording system, it needs to be fixed so I can give an answer ONCE and not have to repeat myself over and over nor to shout answers, only not to be heard. I would prefer never to receive robocalls because I find them to be a nuisance, and if there is a problem with hearing me, it is possible to send emails instead. Also, when I tried to make contact over the website, no connection ever was made. If the system is dysfunctional -- and it certainly seems to be -- do some work on it so I can communicate!

      Business Response

      Date: 11/02/2022

      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:11/01/2022

      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 in my mailbox, yesterday. It got my disenrollment date wrong. I disenrolled on October 17th, not December 30th. They tried to call me last Wednesday, I blocked the number. I do not do business with this company anymore.

      Business Response

      Date: 11/01/2022

      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: 11/02/2022

       I am rejecting this response because: they gave the same lame reason again.


    • Initial Complaint

      Date:10/26/2022

      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.
      United healthcare failed to deliver the new *** card to arrive on Jan 1, 2022. I tried to use the *** card that I have at that time in Jan 2022 but in vain. I tried many times but still in vain. In early January, I called the navigator of United Health Care who said that many customers are in the same boat as me and that they have NOT received the *** card for 2022. So I requested they send it to me asap as I need to make *** items purchases. I received it sometime in February 2022. United Health Care refused and fails to reimburse me the monthly *** allowance of $150 for the month of January ************************************************************************************************************************ for the coming year, 2022, prior to Jan 2022. United owns me $150. I called and called many times to the navigator but United continues refusing the reimbursement of The *** allowance to me.. Horrible experience. How can I trust UHC to pay for any claims if I have an emergency?????? Member ID ******************************** plan : ************

      Business Response

      Date: 10/27/2022

      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:10/20/2022

      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.
      Today, 10-20-2022, I called UnitedHeathcare with a problem as follows. UnitedHealthcare provides MedicareRX coverage for my mother. My 98 year old mother was hospitalized and I was trying to take care of her bills. I could not find the monthly bill she gets from UnitedHealthcare. I called to see what could be done. I was on hold for ca. 65 min before someone answered. I told the person that my mother was in the hospital, I couldn't find the ***** *** needed them to send another bill or help me pay online. I gave the person the Member ID of my mother. He responded that he needed the information on the bill. I told him I needed the bill and didn't have one. This circular conversation went on for 10 minutes before I gave up. The total phone call was 77 min of which ca. 10 was the circular conversation with an addition 2 min of hold in the middle.

      Business Response

      Date: 10/25/2022

      Good afternoon,

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


      Sincerely,
      ****** S 

    • Initial Complaint

      Date:10/20/2022

      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 son has autism and needs a speech device. His speech therapist submitted the authorization to United Healthcare and the claim was denied. We were told that the wrong code was sent. We had the authorization resent with the correct code. This whole process started in April of this year. We read in our plan that the device is covered. His coverage for his device has been denied again saying its not medically necessary. My son is nonverbal and in need of the speech device to communicate. None of the people weve talked to at United Healthcare seem to know whats going on. Its been a fight with almost all of my sons services for his autism. Were beyond frustrated!

      Business Response

      Date: 10/24/2022

      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:10/20/2022

      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.
      In Jan got policy and created auto pmt. Paid for Feb, but March wasnt pulled out. I was not notified and policy expired. In July I found out I didnt have insurance.In Aug applied again and it didnt process from the exchange. In September tried to see what was wrong and told I had to pay for March to be cleared. Paid, applied to Exchange again an pmt was lower than before. Was told it would start Oct 1, 2022, paid new pmt. On Sept 14, **************** told me they could cover me for Sept. paid entire month at old rate. It then said I owed another $131. I was told by doctor I was not covered in Sept.Have been working with escalation **** since Sep 15. Paid for Oct and Nov and portal still says I am past due and will be dropped if pmt not received. Fix the problems.

      Business Response

      Date: 10/25/2022

      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:10/10/2022

      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 called US Health Group on May 17, 2022 to get pre approved for an outpatient procedure. United Healthcare, Freedom Life Insurance Company) is my healthcare insurance. I called on this date to get to preapproved for a standard preventive maintenance procedure recommended for adults over 50, a colonoscopy. After two calls I was told this colonoscopy was approved and should be covered in full. I got another follow call from hospital outpatient billing say they spoke to my insurance provider and was told again procedure was approved and based on this standard preventive maintenance procedure the bill should be paid in full by my insurance, US Healthcare. Shortly after the procedure I will send an anesthesia invoice for $3408 from for the standard procedure. I communicated my surprise and frustration with my insurance company and insurance company told me that I was responsible for the first $3000 (deductable). What an unpleasant surprise! Now my $6300 yearly health insurance for on healthy male (I thought was quality) appears to be junk and deceptive. Apparently US Health Group Insurance was a poor choice. ****

      Business Response

      Date: 10/12/2022

      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 call US Health Group during normal business hours.

      Customer Answer

      Date: 10/13/2022

       I am rejecting this response because:

      Incorrect they have NOT followed up with me.  Im still waiting to hear back from the insurance company after my last communication where they indicated I would be responsible for most of the bill in a standard preapproved procedure.  Again I called and got preapproved to guarantee they would be paying for this procedure.  

      Customer Answer

      Date: 10/20/2022

      I have received a letter from freedom life.  I will be reviewing both my separate invoices and information that freedom Life sent me.  I will respond when I have all the facts.  I dont want to say something that is not 100% accurate.

      Interesting to note that I used my prescription coverage this week, and was told my Asthma medicine would be approx $350 which is about $250 more than I had paid in the past.  I do recall discussing with the Freedom Life salesman when I was considering them as my insurance and this was definitely NOT the information I received.  

      I am learning why freedom life got a one out of five stars.  I should have known better. 

      ****

    • Initial Complaint

      Date:10/10/2022

      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.
      I have been having *** issues (including my family) in addition to getting claims process appropriately. I filed a complaint with BBB , and someone from UHC oxford followed up. However, when I called back, I did not get a return call. I told the representative that I could not get the *** still. I am providing my daughter's member ID here ***********, the group number is *******.

      Business Response

      Date: 10/13/2022

      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,

      Typed First Name and Last Initial

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