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

2,828 total complaints in the last 3 years.
1,070 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.

Initial Complaint
Date:12/23/2024
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.
My elderly folks have moved into the Idaho State Veterans Home in ********** *****. We cancelled United Healthcare because they won't cover Mom and Dad's physical therapy. They refuse to send notice of cancellation. We want them to finish the job and confirm cancellation.
Business Response
Date: 01/03/2025
This will acknowledge receipt of your complaint to the BBB, complaint number 22724261. 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:12/22/2024
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 diagnosed with ****************** in 2020 and hospitalized for three weeks once determined and confirms that I have ****************** I found and started working with a neurologist, who then prescribes me with the proper medication in which I had no issues receiving monthly up until the beginning of this year 2024 optimum Specialty pharmacy has been nothing but very difficult to work with every single month and refuses to send my medication I end up spending hours every month on the phone to resolve the same issue in order to receive my medication as of December this month Optum Specialty Pharmacy yet again refuses to send my medication I have emailed and called several times with being transferred to several different apartments and now Im not receiving any return phone calls or emails. I am in fear that I will be hospitalized again because I have missed my medication for this month.
Business Response
Date: 12/23/2024
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:12/18/2024
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.
My elderly folks have moved into the Idaho State Veterans Home in ********** *****. We want the United Healthcare insurance cancelled so they can be covered by traditional Medicaire and TriCare for Life. This company has been dragging their feet since October 1, 2024 in an attempt to continue charging premiums for a service WE DO NOT WANT OR NEED. Finish the job!!
Business Response
Date: 12/19/2024
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:12/18/2024
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.
Prior to my surgery, it was pre-authorized by my ***********. My surgery occurred on 7-11-23, prior to my retirement in September 2023. My first bill indicated that all charges were denied, even though they had been pre-authorized. I took the bill to my *** and he indicated it had been given the wrong 'code', and it was to be resubmitted. Many months later, I reveived another bill that was adjusted acceptably. Soon after, I received ANOTHER bill that reverted the charges which is why this complaint is late. I have called representatives multiple times at the number provided, and they keep telling me the case is 'in review'. I continue to receive invoice amounts for $9406.05. I would not have gone forward with the surgery if it was not pre-approved. This adds additional huge financial burdens to me, a retired person on a fixed income. It is unreasonable for **** to have this case in perpetual 'review'. To have it billed properly and then reverted is especially devastating. I want them to pay what was pre-authorized.
Business Response
Date: 12/12/2024
To Whom It May Concern:

Due 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 consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.

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

Customer Answer
Date: 12/13/2024

Complaint: 22633476

I am rejecting this response because I have only had a single email from them without any attempted resolution. It is eerily similar to what happened after I submitted my complaint that someone acted violently in regards to similar actions. I do not condone violence, however I can speak to the incredible frustration in working with insurance companies that play fast and loose with pre-authorizations and subsequent denials.

As customers, we try to follow the rules, sometimes very convoluted rules. I hope that reform can come so that it is more clear what patients options are.

Sincerely,

***** *****
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 the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
Outreach to the member was made on 12/19/24 advising of *** receiving complaint, and would be working directly with her for resolution.
Thank you,
***** *.
Initial Complaint
Date:12/16/2024
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.
My prescription refill is denied 6 days before it is empty. I spoke with the pharmacy who stated *** denied it because it is not scheduled to be refilled until 2 days before it is out. I called and spoke with someone who did not answer my questions and just repeated themselves without any reasoning. I asked to speak with a supervisor who stated they called OptumRX and refused to assist. Due to me having a job and career I cannot make it to the pharmacy before running out in my two day window UCH is approving. The supervisor I spoke with was asked about the two day window several times and then stated its written in black and white in your policy. I asked for proof of this and there is not proof of this. Nowhere does it state 2 days. When confronted the supervisor stated they were not going to argue semantics with me. I would like *** to provide answers and a resolution to this problem. Filling a prescription 6 days before being out is not unreasonable. For $800 a month your members expect better treatment.
Business Response
Date: 12/17/2024
Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), we are 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 us. We can be reached during normal business hours at ************.

Sincerely,

Consumer Affairs
Customer Answer
Date: 12/18/2024
I am rejecting this response because:
I have not received contact as described.
Business Response
Date: 12/19/2024
To whom it may concern:
Optum Consumer Affairs spoke with Dakota ****** today December 19, 2024 and was able to provide favorable resolution. Dakota ****** is able to contact Optum Consumer Affairs directly should he have any further questions or concerns.
Thank you,
Optum Consumer Affairs
Customer Answer
Date: 12/21/2024
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:12/16/2024
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.
I recently applied for United Health Care from the Telephone number ************* and the representative refused to give me his name after asking me what my disability was and I told him, Now I feel violated, He was a Male and this benefit is practically a women's service, I should not be having to be on the phone with a man. I'm so embarrassed!!! I am sooooo siiiick that even just happened on the phone.
Business Response
Date: 12/17/2024
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:12/15/2024
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.
On September 10, 2024 I saw a Nutritionist at ***************************. I have insurance with **********************. ******-******* is now billing me for the services because my insurance company refused to pay for the service due to the nutritionist credentials not being updated at the time of service. I called ******-******* business office about the issue. I ask them to not charge me for this visit due to the nutritionist credential delay, which was not my fault. ******-******* replied , were sorry about this issue, this was a credentialing issue with our nutritionist. ******-******* is in network with my insurance. This was an oversight , something the nutritionist fell to update.
Business Response
Date: 12/16/2024
Hello BBB,
We are writing to confirm receipt of the Better Business Bureau complaint received within Optum Consumer Affairs. Thank you for bringing this issue to our attention.
We want to assure you we are researching the details of your inquiry and will respond to you as quickly as possible regarding your concerns.
Thank you kindly.
Optum Consumer Affairs
Initial Complaint
Date:12/12/2024
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.
Tried calling United Healthcare Group to apply for a position cause when go online as used to work there. Whenj tried calling me and being on the phone being transferred everywhere for 1 hour and nine minutes, ***** L stated "only providers can apply for positions and since am a Medical Assistant do not qualify. What's more when I asked to be transferred to a Manager, all seven employees refused. Would never trust their employees or anybody there since cannot even help a formed Medical Assistant that had a great reputation with United Health Group in the recent past.
Business Response
Date: 12/13/2024
This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. 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 your letter provided a description of the issue, we will be responding directly to you.

Sincerely,
Consumer Affairs
Customer Answer
Date: 12/13/2024
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. The website is very difficult to figure out but found another portal for if forgot password and was able to go into my account that way. Difficult system and have no way to contact IT myself even still. Even if was s employee would still not be able to get through, I believe. A big deterrent for anybody qualified to apply with this company.
Initial Complaint
Date:12/12/2024
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.
I contacted united previously and filed an issue over my negligent case manager's. Today I received a letter dated months ago, and it was just mailed. I asked for a new one and I was given a lady from Alabama named ****** who curses and swears like a sailor. I am tired of United disregard of my rights and when you fire one they do nothing and you end up with a worse one whom I fired yesterday yet she continues to call leaving me bad voicemails. Here in Tx you can not get decent care from united and I am obviously not the only one.
Business Response
Date: 12/20/2024
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,

******** G
Customer Answer
Date: 12/20/2024
I am rejecting this response because:
United Health Care Corporate *** did contact me within 12 hours of filing my complaint. To Quote the *** was the following " I am sorry we are not familiar nor do we have access to MMP Plans in ** but we will send a letter to them. " I asked if this was another piece of bad wording she clarified and said "No we have no access to it whatsoever." I hung up on our two minute conversation to be very careful how I chose my words during the brief talk. The following day I received a call from a *** name Moedo and she claimed she is shortly due to leave for vacation holiday and if memory served she would pass this along. It was never passed to anyone in ** and it was not followed up upon, till the 17th of December and her name was one I heard many times before she is the corporate contact and she assured me that another would contact me within 24 hours. I never heard from anyone at all and I distinctly asked this woman is this another of her famous corporate stall and she very nastily said NP ** ****** IT IS NOT AN SHE HUNG UP ON ME!. It made me carefully want to ask, and with all the billions this company has and all the doctors they have, why do they need to lie and deceive as they still do, long befor the recent loss of a vital man do they not fix these issues. With just the costs spend on corporate protection now, they could have trained a handful to deal with blind patients such as myself and get them quality care for there eyes and not require them to sell their belongings' to get new glasses . I challenge any member of the corporate level to get an exam and lenses and frames for the $135.00 dollars they allow March Vision to provide for us.! The company has the single worst record among the BBB. On the planet with no exaggeration. Yet they give them to Texan's. Oh I forgot what did I sell? I had to sell my camaro to pay for the glasses. UNITED HEALTH CARE SHOULD BE ASHAMED!

Business Response
Date: 01/02/2025
UnitedHealthcare has responded directly to the member regarding the specific concerns detailed in this complaint on 12-24-2024. We thank you for providing us with the opportunity to address this concern.

Should the complainant have additional questions or comments after receiving our response, please kindly request the complainant contact me during normal business hours at ************.

Sincerely,
******** G
Customer Answer
Date: 01/02/2025
I am rejecting this response because: despite my wishes to settle this matter a *** by the name of ******** ******* became rude once again inserting herself and her previously fired case manager from last year. She was told by me this was unacceptable behavior previously and demanded my receipt from my car sale that I used to pay for the glasses. Total cost of glasses $289 and I had to shop to get them that cheap.
I have my receipts but I will not listen to this women's rantanings and raging. She continues to this day that it's her option to to choose which caregiver sees me despite her and her team being fired from my case previously. It is the patient's right to choose, whom he allows in his home not hers. Despite this and me telling her never to call me again she has ignored my request for a new a caregiver and I asked her months ago is she giving me "the stall" Oh I will call you tomorrow. It has been close to $30 days and she continues to lie and no call ever was received on that matter. If United Healthcare and or group decides to settle this matter with honesty I will send the receipts to them gladly. United keeps changing there name to avoid other larger matters, my guess they will never respond. The cost they spent to fence themselves in would pay for thousands of pairs of glasses. No one should have to sell there transportation just to be able to see..No doubt they will be in a great hurry to close this matter out with the BBB. Doing this will set precedence to push this matter further.
Initial Complaint
Date:12/12/2024
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.
I canceled my supplemental health insurance, ******** part B with UHC (United Healthcare) and changed my plan to another company effective 10/31/24. My monthly premium for UHC supplemental health insurance ********* part B, plan F) of $373.00 had been set up for automatic monthly deductions from my checking account. However, on 11/05/24 UHC deducted $373.00 from my checking account. My wife (******* *******) notified them by phone (**************) 11/06/24 to inform them of this erroneous transaction. The representative on the phone for *** informed her I would be receiving a refund within three weeks (11/27/24). We did not receive a refund by that date. So, on 11/30/24 my wife followed up with a second phone call to UHC. On this date the representative told her a refund check had been mailed to our address on 11/24/24. As of 12/10/24 we had not received the refund check. My wife then placed a third call to ***. This time the representative said a refund to our cheching account would be issued on that day (12/10/24). It is now 12/12/24 and I just checked my online banking. No refund has been credited to our account. We would like BBB to assist us in obtaining our refund of $373.00. Thank you. ****** E *******
Business Response
Date: 12/13/2024
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
Customer Answer
Date: 12/14/2024
I am rejecting this response because: The ***** regulation that UHC is citing as a reason not to respond to this allegation is one that protects clients/patients; which in this case is me (****** *******). And, I have been fully transparent in providing any and all information financial and otherwise. It does not prevent them from being transparent. This case is straight forward. *** owes me $373.00 for a premium payment automatically deducted from my checking account after their ******************** were canceled. They do not dispute the fact that they owe me this $373.00. In fact, they stated on 3 separate occasions that they were sending me the credit. Each of these promises of payment were fallacies. I have not yet received the credit. In addition, their response to you stated they would be in contact with me regarding this issue. They have never been in contact with me. However, since 11/06/24 I have contacted them 3 times by telephone (speaking to their representatives).
Please continue to pursue obtaining my credit due of $373.00.
Sincerely,
****** *******

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 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.
Outreach was made to the member's authorized representative on 12/16/24, 2:10pm (cst), advising of the resolution in member's favor. To allow 5-7 business days for the funds to post.
Thank you,
***** *.

Customer Answer
Date: 12/31/2024
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.

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UnitedHealth Group is NOT a BBB Accredited Business.