Business Profile

Health Insurance

UnitedHealth Group

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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

Customer Complaints Summary

2,826 total complaints in the last 3 years.
1,068 complaints closed in the last 12 months.

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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:01/06/2025
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 became sick with covid pneumonia and I entered the hospital on 12/30/2023 and stayed until 01/07/2024. This happened during an overlap of insurance coverage: *********** in 2023 vs GEHA 2024. Coverage started with GEHA 12/31/2023.Throughout the year, I have been trying to get GEHA to cover their portion of the bill with no luck I have called several times. The last six times I have had to talk to supervisors to get this situation promoted and hopefully resolved. Every time I call, they say they are going to submit it to the "supervisor" approval path so that it gets taken care of more quickly. Still nothing has been done and no estimate on when it will be taken care of. This bill is for approximately $96,000. I now have bill collectors calling me three to four times a day. This account, among others, has gone into collections on my credit report. It has created a snowball effect. Had this bill been taken care of in the beginning, I would have met my yearly out of pocket maximum in the first month. Instead, I am paying out hundreds and thousands of dollars that would not have been necessary had this bill been taken care of as it should have. Also, charges that were incurred while in the hospital were erroneously billed as out of network. I understand that if you are in a covered hospital, all care should be covered as in network.I've tried contacting the **********************************, but they said due to this being a DoD/OPM issue, they cannot do anything about this. Again, this bill is from January 2024 and I have been fighting this for months. I have contacted my congressperson, the union, and filed a formal complaint with ****. My next step is to sue.
Initial Complaint
Date:01/06/2025
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 am unable to obtain a copy of billing history (NOT payment history) before June 2024. It does not show up on my online account AND the representative indicated that billing statements are not available before June 2024 because they "moved to a new system in June 2024."There is no email address for this company to send a written complaint to. Only a FAX number. I don't have a fax machine. I was told I need to send a letter to PO BOX ****************************** I was unable to speak with a billing department representative who could resolve my request. I have documentation supporting $10479.98 in premium payments starting 11/29/2022 through 10/02/2024.According to my calculations using the payment history available online, my premium has been paid through March or April 2025, however the current latest billing statement shows otherwise. My documents size is larger than 5Mb therefore I was unable to upload. Please call my daughter at ************ and provide an email address.
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.

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:01/03/2025
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 got the flu as an asthmatic this a critical situation when the infection goes to your lungs making it very difficult to breathe. At one point I had to call an ambulance and they gave two breathing treatments with their nebulizer machine. I explained to them that I owned a nebulizer machine but my meds where expired. I went o the doctor the next day and got a prescription. The pharmacy called me and told me UHC would not pay for the cough medicine and that there was a balance owed on the nebulizer meds. I am a disabled senior with health issues that are intense. I have both ******** and ******** and together they cover my meds in full. On the 31st the phone marathon with a parade of "agents" who knew nothing or made ridiculous and nonfactual suggestions/statements. No amount of calling or explaining the dire situation I found myself in got me relief. I have been with *** for years and this was a really bad time to not respond in a timely manner. Wheezing, coughing and struggling to breathe wore me out!!! Yesterday I was at the end of my rope and I was told they would not cover my meds until the next day.Just to be clear, there was no interruption in my benefits, so there was absolutely no reason to take so long to give me my medicine when it is difficult to breathe.If you are in the healthcare business you do not get holidays off since sickness does not. I am also aware that "let me put you on hold for couple of minutes while I work on this issue for you" is actually code for "lady I have no idea what the h*** I am doing so hold while I get coffee" are evasive tactics paired with long stretches of time holding or being transferred to another department in hopes that the customer would tire of holding and not have to talk to them. Today I still do not have my meds!!!My complaint??? keeping someone waiting to get them relief s criminal.
Business Response
Date: 01/06/2025
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (BBB) 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: 01/06/2025
I am rejecting this response because: I did sign a form giving the BBB access to my medical information so this is not really a response that addresses my issues and saying that they are communicating directly with me does not satisfy me either since they do not have a good record with communicating with me and giving me solutions. If you need me to sign a release I will do that. I would be a lot more comfortable if you used this process to communicate as it allows for accountability.
Initial Complaint
Date:01/02/2025
Type:Customer Service 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.
During the ******** D open enrollment period, I visited the ************ website and input my medications in order to choose a ******** RX plan. One of the medications is Mounjaro. It was shown to be covered without a prior authorization being necessary. On 1/1/25 I attempted to refill the medication only to be informed that it requires a prior authorization being. The pharmacy submitted the info to my physician to submit the necessary information. On 1/2/25 I received a message that the prior authorization had been denied. I called the customer service number and was informed that my physician had made a mistake and checked diabetes other instead of Type 2 diabetes mellitus and that because the prior authorization had been denied another attempt at a prior authorization could not be submitted for 60 days. I have started an appeal but it seems this insurance company is trying to deny and delay my attempt to get my medication. I would not have chosen this plan if they had been honest and upfront with the information about the coverage of the medication. I am due for an injection of my medication tomorrow, 1/3/25. Without the medication my blood sugar will rise and the risk of adverse events associated with my diabetes will increase(blindness, kidney disease, stroke, etc). I really wish someone would hold these insurance companies accountable. The customer service number for members is ************ and my case # is S728820486. Thank you in advance for your help in this matter.
Business Response
Date: 01/03/2025
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.
Customer Answer
Date: 01/03/2025
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:01/02/2025
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 canceled my ******** part D and they continue to bill my credit card
Business Response
Date: 01/03/2025
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (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.

Sincerely,
***** T
Customer Answer
Date: 01/03/2025
I am rejecting this response because: they are hiding behind medical record laws. This isnt a medical record request this a policy cancellation issue that has nothing to do with medical records.
Thank you.

Business Response
Date: 01/15/2025
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 01/15/2025. We thank you for providing us with the opportunity to address this concern.

Sincerely,

***** *.
Initial Complaint
Date:01/01/2025
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.
They just merged with payer enrollment services. I got a letter from *** saying my information had been hacked. My question was, I dont know who you are and how you even have my information. They refused to answer how they had my information. How did payer enrollment services have my data? How did I do business with them? ***** bought the company. You sent me a long letter about a hack. Again I dont know how I even do business with you. You refused to answer.
Business Response
Date: 01/09/2025
Re: Better Business Bureau ID ********
Hello,
Thank you for forwarding us the above-referenced complaint submitted by **** **** to the Better Business Bureau (BBB). Please note that UnitedHealth Group (UHG) became aware of this BBB complaint on 1/1/2025, and we greatly appreciate the opportunity to respond.
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), UHG is unable to respond directly to the BBB regarding **** ***** concerns. Since your letter provided a copy of **** ***** description of the issue, we will respond directly to the complainant
Regarding the complainants reference to a data breach, we are able to report that Change Healthcare is offering free credit monitoring and identity protection services for two years in response to the February 2024 cyber incident at Change Healthcare. These credit monitoring and identity protection services are available upon request by any individual in the *************
CHC has provided a toll-free number for impacted individuals to call should they like additional information. Or,individuals can visit ********************** for more information.
Should you have any further questions or comments, please feel free to contact Optum Consumer Affairs.
Sincerely,
Optum Consumer Affairs
Customer Answer
Date: 01/09/2025
I am rejecting this response because:
READ THE COMPLAINT FIRST.
I dont need my file. Please dont send it. Please answer he question. How is pes and Optim in this situation? who asked about credit reporting? I asked about how the relationships of all these companies interacted. READ THE COMPLAINT FIRST
Initial Complaint
Date:12/31/2024
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.
For the past month (Dec 2024) I have not been able to sign into my account. I have spent over 6 hours on the phone talking to various representatives. They repeatedly suggest such things as reset your password, try another browser, etc. - none of which works. I still get a message saying that they "cannot find me in the system" when I try to log in, even though from my conversations they obviously have my information. Several times after talking to two to 5 representatives, I get "cut off" and have to start all over again. I have been told several times that the tech staff will look into it and call me back, but I never hear from them. From discussions on Reddit (************************************************************************************************************************* ), it appears that this is not an isolated problem and has been going on for several months.
Business Response
Date: 01/01/2025
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 and the resolution will be sent in writing.
Sincerely,
****** O.
Executive Consultant, Consumer Affairs

Customer Answer
Date: 01/01/2025
I am rejecting this response because:

While the company did contact me (which I appreciate) and said they would work on getting me into my account and would be in touch, at this time to my knowledge I am still unable to access my account. Therefore, I do not consider the matter as resolved as I have been told several times before that it would be looked into and was never contacted. My fear is that once BBB is not involved, I will be back in the same situation I was before - dealing with employees that repeat the same steps over and over, and never resolve the problem.
Thank you,
***** ******
Business Response
Date: 01/02/2025
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (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. We made our latest outreach to discuss this issue with the member on December 31, 2024, and will continue speaking directly with the member to get this resolved.

Sincerely,
****** O.

Customer Answer
Date: 01/02/2025
I am rejecting this response because:

I still do not have access to my account and do not want this complaint closed until I do. I understand the response from United Healthcare, but that is not a resolution of the problem.
Thank you,
***** ******
Business Response
Date: 01/07/2025
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you (Better Business Bureau) regarding these concerns.
We made our latest outreach to the enrollee on 01/07/2024 and this matter was resolved directly with the enrollee.
Customer Answer
Date: 01/08/2025
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:12/30/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was attempting to communicate to **** 1 of your customer service phone ***** A problem I had trying to use my Ucard at ******** yesterday 12/28/2024 it was rejected with a balance of ***** on it. I talked to Lei on 12/28/2024 who ordered the products I was trying to buy at ******** from your website At uhc. This morning i wanted to confirm lei ordered the vitamins but your phone rep. **** had no clue what i was trying to explain to him it was a simple question. This has been a problem for a while Ucard rejection when will it be fixed I am a 71 year old male a limited income and need my over the counter benefits. Sincerely ***** S.******
Business Response
Date: 12/31/2024
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:12/29/2024
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.
My mother, ***** ********, who is 93 years old sought dental care through Lakelands Dental in *********, **. She was in need of dentures (full upper and partial lower), and this process was initiated back in December of 2023. Two sets of dentures were created, one received in January of 2024. They tried on numerous occasions to mold this set to fit my mothers gums but were unsuccessful. The final result of that set is that the lower partial became damaged by their attempts. At that point they opted to create a new set (full upper and partial lower). This was initiated in April. After a wait of approximately four months, the new set finally arrived via postal mail in October of 2024. This set was worse than the first in that the upper denture was malaligned and the partial lower would not fit into my mothers mouth at all. We ultimately returned both sets of dentures to **************** (early November). They in turn were to send a reversal claim for the services and return the payment that they received from United Healthcare. To dateDecember 28, 2024United Healthcare has not received that reversal. In the meantimeUnited Healthcare will not authorize my elderly mother to seek replacement dentures from a different provider. They are insistent that they need to receive reimbursement before they will cover a new set of dentures for my mother. All the while she is suffering and dealing with altered nutrition because she is unable to eat properly. She is caught in the entanglement and has been at the mercy of the dentists office and United Healthcare with no resolution coming forth. United is telling my elderly mother who is not technically saavy that she needs to complete a grievance online (I did one for her previously which was ultimately denied). We have been going back and forth between the dentist (for nearly a year) and United (for approximately 6 months) and at this point we are COMPLETELY exhausted!!
Business Response
Date: 12/30/2024
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 and the resolution will be sent in writing.
Sincerely,
****** O.
Initial Complaint
Date:12/24/2024
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.
On June 17, 2024 I was approved for a bridge and crown that *** paid ****** dentistry located ****** Dentistry ************** | *********************************** the communication between text messages and emails were horrible I had an appointment to get everything done the end of August ************************************************************************************ my grandbaby got shot. I expressed this too divine dentistry, which they did not care at all they still verbally kicked me out of the office for months I argued with them and try to get them to show empathy of the situation and that I was indeed homeless and could not commit to an appointment however they told me that all payments will be sent back to United healthcare I am now finally settled and followed up to make an appointment at a new dentist office where I can get the work done explaining of my terminal illness, and how not having tea in front of my mouth is affecting my mental health and making me on the verge of suicide is depressing to even smile or look at myself the representative from United healthcare I spoke with yesterday who three-way did divine dentistry denied that there was a way to get the claim reimbursed as an emergency due to my health deteriorating. She also told her and Me that I had to wait numerous amount of weeks before they could fix my benefits back to unpaid so I can see a new dentist and *** to approve anymore. Claims which is leaving me so basically die. I have an open holes in my mouth and nothing fixed. They told me Ill have to pay instead expedited the corrected claim as I had done last year at a different dental office so I know it can be done!
Business Response
Date: 12/24/2024
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,
*******

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UnitedHealth Group is NOT a BBB Accredited Business.