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Business Profile

Health Insurance

UnitedHealth Group

This business is NOT BBB Accredited.

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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

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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:12/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Would not let us access our own money in our Optum *** account. The *** card was being declined so we called customer service to see what the issue was (max daily spend limit?). We provided a ton of sensitive information to prove our identity, including the full account number, social security numbers, home address, HSA card number/exp/security code, and birthdays. Then Optum asked us for even more information, including a security code that was sent to our phone number and for a recent transaction (vendor and amount). They still would not provide any assistance. My wife called again to provide her "verbal authorization," but then customer service stated they still could not help for another 24 - 48 hours. We have been trying to get help for 5 days but have received zero answers. After it was clear they would not help with the specific issue at hand, I asked general process questions like how to submit for reimbursement since we were unable to use our HSA card. Optum still said they could not help with any questions because all questions are sensitive and our identity was not verified.

      Business Response

      Date: 12/04/2024

      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

    • Initial Complaint

      Date:12/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *********** has changed their name to *********. I was a customer of Optum Store's prescription ********************** was expecting my upcoming auto-refill order in November, but I just learned that they have stopped providing the services without notifying the ************ August, I updated my shipping address on my account page of Optum Store and received a confirmation email from Optum Store.On Nov 17th (Attachment 1) I received a reminder email from Optum Store about my upcoming auto-refill. Despite updating the shipping address back in August, the address for the order was still my old address, so I called customer service on November ****** asked the customer service *** whose name is *** to ensure to update my address and she said she was going to contact the pharmacy for my new address. *** told me that Optum Store has become Optum Now.On December 1st, I logged into my account page of Optum Now, and it showed my auto-refill order was placed on November 27th (Attachment 2). I confirmed that my credit card was charged by Optum on Nov 27th, as well. Since their customer service is not open on weekends, I emailed them to change the shipping address urgently.On December 2nd, customer service emailed me back:"Thank you for contacting Optum Now, we will be happy to assist you. Unfortunately, I do not see where your order was successfully received by our pharmacy to be shipped. Therefore, we would need to issue you a refund for the charge. Due to the ***** Store website no longer being active we are unable to have customers submit new consults. However, you are welcome to contact another pharmacy to have the prescription transferred if you wish." #1: Why did the customer service not see the order? I can see the order history on my account page#2: IF they cannot see the order, why did they charge my credit card? #3: Is it legal to stop providing services without notifying the customers? Especially the ******************** related to prescribed medicines.

      Business Response

      Date: 12/03/2024

      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: 12/03/2024

       I am rejecting this response because: I have agreed with releasing the info related to HIPPA on BBB website when filing the complaint.


      Business Response

      Date: 12/16/2024

      Hello, 

      The consumer recently reached out to us via email on Sunday, 12/1/24, which was outside of our normal operating hours. We promptly responded to the customer on Monday, 12/2/24, when our office reopened. Currently, there is a known technical issue affecting the transmission of prescription orders to the pharmacy processing system. Our dedicated Optum technicians are actively working on resolving this issue, although we have not yet been provided with an estimated time for its resolution.

      In order to keep patients informed, we have informed them about the technical issue and offered them the option to transfer their prescription to a local pharmacy if they cannot wait for the issue to be resolved.

      In response to the patient's email on 12/2/24, we informed them about the technical issue and provided them with the option for a refund and the opportunity to transfer their prescription to a pharmacy of their choice. The patient has chosen to transfer their prescription to another pharmacy. As per their request, we initiated a refund request on 12/2/24, and the refund was processed on 12/3/24. Additionally, we emailed the consumer a receipt for the refunded amount.

      Thank you kindly, 

      Optum Consumer Affairs 

    • Initial Complaint

      Date:12/02/2024

      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.
      Effective 5/19/2024 GEHA became our sole medical insurance carrier (i.e. our previous insurance plan got terminated 5/19/2024). However, for some odd reason, GEHA made a clerical error and their system incorrectly indicated we had multiple insurance carriers (i.e. GEHA was under the erroneous impression that GEHA was our secondary insurance provider). Because of this error on GEHA's part, when my wife (*** ****) received medical treatment on 8/15/2024 and the claims were filed with GEHA accordingly, those claims (claims number ************, ************, ************, ************, ************) were put in a limbo and GEHA has been contacting our medical providers repeatedly ever since then for information regarding our other insurance carrier needed to process these claims. We already contacted GEHA back on September 23, 2024 (reference number ************) and corrected that error in their system and confirmed that effective 5/19/2024 GEHA is our only and primary insurance carrier (i.e. there is absolutely no other insurance carrier besides GEHA effective 5/19/2024). Yet, GEHA keeps on contacting the medical providers for information regarding our other insurance carrier needed to process the claims! The latest correspondence was sent at around November 27, 2024 to our medical providers. Listing some pertinent info so that GEHA can look us up in their system ... FULL NAME: **** ******; SPOUSE NAME: *** ****; GEHA PLAN ID: ******************************; GROUP: 78-360001. We need GEHA to resolve our case (reference number ************) ASAP and process the pertinent claims (claims number ************, ************, ************, ************, ************) ASAP

    • Initial Complaint

      Date:11/29/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Every year when it's time to renew my insurance United healthcare puts up a firewall on they website and lock me out my account. I have talked to many customer service ***** I have not been able to get in my account.

      Business Response

      Date: 12/02/2024

      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. 

       

      Sincerely,

      ***** *.

      Customer Answer

      Date: 12/02/2024

       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:11/26/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      United Healthcare is not providing satisfactory services for the thousands of dollars I pay them yearly. Namely, there is not one female OBGYN within 2 hours of me accepting new patients after they slashed their coverage options this year (previously there were PLENTY of options), so I cannot see a doctor. I have spoken to a representative about this who didnt believe that the system was correct but was never able to follow up because the system was right. Second, the rewards program is incredibly misleading - it previously rewarded customers with easily redeemable gift cards but this year switched to an HRA account you can only redeem from by mail and *** has denied most of my claims to it for prescriptions, doctor visits, eyewear, and copays - so if it doesnt cover any of those items, its a ***** and you dont ever intend to let us redeem the $1000 we can earn. I made purchases specifically expecting to get reimbursed. The whole program is incredibly misleading and purposefully so to make rewards inaccessible and benefit ***, not the participants. I have proof I have spent this amount on medical expenses and have shared it with UHC by mail.

      Business Response

      Date: 12/02/2024

      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,

      Khaleeqa W.

    • Initial Complaint

      Date:11/24/2024

      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 have requested for my phone number to be updated and to receive a new FSA card. I was asked a serious of questions. Such as last transaction with date, where it was used and the dollar amount. Another question was to provide the last 4 numbers of my fsa card. I explained that I can not log into my account due to the log in page displaying my old phone number. Therefore I can not receive the security confirmation code to get into my account. I also explained that I don't have the last 4 digits of the fsa card because as I mentioned to customer service I lost it. They said we can not assist you then. I provide my social security, date of birth, full name, phone number. This is normally enough for all other companies. I feel like I'm calling the *** **************** just hung up on me. This is my account you can not hold it hostage. I called two more times including a supervisor it was the same story. I then emailed customer service ***** *. She asked me the same questions. So I spend HOURS to call my doctors and pharmacy to see when, where and for how much I used my card. I was able to get the last 4 of my fsa card as well. The email conversation went on for 3-4 days as she only replies after 9 pm once daily. She finally update my phone number. I try to log in and I am not receiving the confirmation code to my phone or via email.I gave customer service a call again to check which phone number was inputted or if there is a system issue. The representative did not see to have a lot of knowledge. She continuesly put me on hold. Finally After 20 min she tells me I have to place a ticket with the tech department she can not update my phone number. I told her it took you 20 minutes to tell me this? The representative told me I would receive a call from the tech department. I never heard from them. One week later I'm still dealing with a simple issue.I emailed several customer service departments asking for help. I have not heard back.

      Business Response

      Date: 11/25/2024

      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

    • Initial Complaint

      Date:11/24/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is the worst *** account I have ever had. 3 of my previous accounts with more reputable banks allowed use of debit card for the full term plus a grace ******* This one I was only able to use the debit card for less than 4 months (even at optums OWN FSA store. after that they want you to pay out of pocket then invoice the *** account why? Well so they can deny and keep the money of course. Smells like racketeering to me. well that was a $2500 ****** learned. Criminal enterprise if you ask me. I've never seen an *** account so complicated with so much personal legwork to do. Good luck to anyone else that gets wrapped up in this ridiculous three card monte *******

      Business Response

      Date: 11/25/2024

      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

    • Initial Complaint

      Date:11/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a letter from Change Healthcare notifying me of a huge data breach in February of 2024, which may have compromised my personal information. I received this letter within the last three months. They reported that a contract had been set up with *** for protection for 2 years in case my personal data has been compromised. i have had multiple notices in my credit reports stating my social security number has been found on the dark web. I have put fraud alerts on all of my accounts. I have attempted many times, to enroll with *** for this added protection. I have called Change Healthcare only to sit on hold. I have gone into the *** site and completed all of the steps many times to have the website tell my my email has not been accepted. I need this coverage and this company needs to provide their customers with the necessary avenues to complete this coverage. It appears to be a hoax, that they are, on paper, providing protection but we are unable to complete the steps.

      Business Response

      Date: 11/27/2024

      Re:Better Business Bureau ID # ********

      Dear ******* *******:

      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 11/26/2024, 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.

      Returning to the BBB complaint, at a high level, 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 **************

      Should you have any further questions or comments, please feel free to contact Optum Consumer Affairs.

      Sincerely,

      Consumer Advocate

      Customer Answer

      Date: 11/27/2024

       I am rejecting this response because:

      I have attempted to enlist in the identity theft protection plan many times, but there is always a road block.  They can say that they provide this service but until it is actually available, it is not a service at all.

       

      I saw their rating of 1.5 out of 5, with the BBB,  therefore this company is not a responsible, upstanding institution. I expect a direct connection to IDX with no roadblocks, allowing me to obtain this protection.

       

      Thank you,

      ****** *****

       

      Business Response

      Date: 11/27/2024

      Hello, 

      A member of our IDX Escalation team will be reaching out to Ms. ***** directly to assist with enrollment. 

      Thank you kindly, 

      Optum Consumer Affairs 

      Customer Answer

      Date: 12/09/2024

       I am rejecting this response because: I received a call from *** and I have tried to call back.  ************ has a call waiting system that provides nothing more than music and we are experiencing higher than normal volume of calls.  Thank you for your patience.  There are no other options, a return call, leave a message, directions on how to sign up for the coverage, I am on a wait call currently and spent approximately 50 minutes waiting the last time.

      This response to the data breach appears to be a scam.  These companies are doing as little as possible to provide any resolution to this problem.  I believe I will contact the attorney generals office in my state also.

       

      Thank you,

      ****** *****


    • Initial Complaint

      Date:11/23/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I would like to understand why this insurance company is denying me a prescription I have been taking for over two years. I recently had a life event and ended up with ***. Unfortunately, when I went to fill my ******* prescription they denied me. How is it I have been approved and taking it for two years with United Health Care and *** makes the decision to deny me. Now I do not not have access to this medication unless I would like to pay $1,000+ dollars PER month.

      Business Response

      Date: 11/25/2024

      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

    • Initial Complaint

      Date:11/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      United Healthcare is denying coverage for my medications due to an internal error in their systems. They erroneously believe I have two active health insurance plans, which is false. I have only one active plan. (The prior plan was also with United Healthcare.) Because of this, United Healthcare refuses to cover my prescriptions. I am paying for health insurance with United Healthcare, but they refuse to provide the benefits that me and my employer are paying for. This error is compounded by terrible customer service. I've been on the phone for over an hour multiple times calling to get help with no productive action by UHC, I've been frequently disconnected from calls, customer representatives have provided contradictory and misleading information as well as refusing to transfer me to a superior to address the issue and the poor service.

      Business Response

      Date: 11/25/2024

      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

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