ComplaintsforUnitedHealth Group

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******************* is currently a patient at *************** in ************. She suffered from a massive stroke and needs intensive in-patient rehab, and then will likely require transitional care for a period of time. The hospital just informed her that this is not an option - that she cannot get the care she needs - because United Healthcare will not approve it.This needs to be escalated as a longtime customer of your company is not receiving adequate care as a result of your decision.

  Business response

  09/12/2024

  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.

  Customer response

  09/12/2024

   Better Business Bureau: the policy is in the name of ****************************, husband to *******************. 
  
  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

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 5th at 12:07 pm. I signed up for OnePass through UnitedHealthcare at Elite instead of Digital. I spent ******. I spoke to **************** at 12:20 pm on 9/5, and she said there would be no problem refunding the fees. I would receive 144 + tax back for the Elite fees. I also indicated I would sign up my spouse at the Elite Level. I said if they could not do this, I wanted to cancel my membership and refund. She assured me the downgrade and refund from Elite to Digital would not be a problem and that I could sign up my spouse. I spent an additional $138.35 for the additional membership Elite. After speaking to ****************, I received a message on 9/5 at 1:04 PM stating my request does not qualify for a refund. I called OnePass through UnitedHealthcare on 9/5 at 1:05 PM, spoke to a second representative regarding Case #********, and requested a complete cancellation for both accounts: $328.03. She said we would receive a full refund if they cannot downgrade the membership as originally promised with ****************** $328.03 and canceling both memberships. I now have a message that states I owe a Final Payment of $273.60 on October 1, 2024. I am requesting full cancellation of this account and a refund of $328.03 for all fees paid.

  Business response

  09/06/2024

  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 response

  09/10/2024

   I am rejecting this response because:
  I only received a partial refund.  No one will return my message requesting the full refund. 
  
  

  Business response

  09/10/2024

  Hello,

  We are writing to confirm receipt of the Better Business Bureau complaint received within Optum Consumer Affairs on September 6, 2024. Thank you for bringing this issue to our attention.

  We have been in contact with *********************** via email correspondence. Unsure why the rejection states no one will return my message. We are still researching the details of the inquiry and will respond to ***** and *********************** upon completion of our review.

  Thank you kindly.

  Optum Consumer Affairs

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am advocating for my father, *******************************, who experienced a massive ischemic embolic stroke on August 20th. This has resulted in leaving my father severely impaired with no feeling or functionality in his entire left side. He has been at *********************** receiving care and 45 minutes of therapy a day ( speech and occupational). The Doctors at ******* have given us the green light to move my father ASAP to an inpatient rehab facility in hopes to regain his mobility and ability to handle basic functions. The Doctors have concluded that *** in ****** is his best option for the best recovery outcome. *** asked to speak with physicians and we said no to expedite this process (note this is our right) and get him to *********** - his MRI, CT and files are enough to clearly demonstrate that my father needs inpatient rehab. United Health ************* Advantage has DENIED the request for my father to receive inpatient rehab . We are disputing but ...this process will take time and the Drs have been clear that my father needs extensive therapy immediately or his recovery could be significantly impacted. We understand insurance companies are all about the profit but this is my father and this care is critical. The fact that they would deny my father's recovery is disheartening to say the least.

  Business response

  09/05/2024

  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 response

  09/05/2024

   I am rejecting this response because:
  
  Just this afternoon, UHC approved my Dad's admission to *** in-patient facility here in ****** WI agree that this is the level of treatment that is needed.  Within hours of receiving the approval, UHC retracted saying PAC is out-of-network and they do not have to cover.  My father needs the treatment at *** and at one point it was approved.  How can they approve, we start making plans to move him tomorrow and then they come back and deny.  My father needs to be at *** asap to gain back as much mobility as possible, the longer we wait the less and less he will be able to fully recover.  UHC knows this...

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insurance approved transport to and from dialysis. 3 days a week. Mon,Wed,Fridays. My complaint is I have multiple appointments that the driver doesn't show up. No phone calls to make me aware to find a ride. Dialysis is definitely medically needed as my life line. I dont drive and no require help...thats why i requested this service. If there is no driver available i feel i should be notified in a timely manner so i can try to get other transportation...which is difficult to find and im limited on gas funding for those that try to help in emergencies. When there is no driver i dont know nothing untill i have a no show....dialysis cant take me if im late. This is a very dependency that is required. I dont feel the insurance transportation services is cumunicating in the best interest of the client when this is medically must .....The drivers should call the night before pick up to confirm and get any additional information. If no driver is available then clients need to be notified. Who is responsible when you miss multiple appointments because of no cumminication or service. When your not aware untill 30 minutes of your appointment that your a no show because of poor cumminication. If i have to get family or friends to transport me then why cant they receive a gas voucher to help me with expenses.....there is many times i dont have the money to pay someone much less gas money. Thank you for trying to help find a solution to make my dialysis treatments a little less stressful

  Business response

  09/03/2024

  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Optum is my HMO and my PCP is a part of Optum. I have many serious health concerns and chronic illnesses. I had an email address that was breached. I need to cancel it but I cant. I have a new email address and Optum knows this. I sign in to the Patient Portal with my new address. When I get important msg. notifications telling me to log in to see themthey still come to my old email address instead of my new one. I never get them and subsequently cant get my healthcare. Its very upsetting for both myself and my *** and other Optum employees Im working with. I have been in contact with several people at ***** and am coming up on 6 months of asking for help, being told someone will fix the problem, even having been told a supervisor will get back to me. Nothing has changed. I HAVE to have it taken care of and HAVE to delete the old email address thats been breached.

  Business response

  08/27/2024

  August 27, 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
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use, dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error, please securely destroy it and immediately notify the sender. Thank you.
  
  

  Customer response

  08/27/2024

   I am rejecting this response because:
  
  Ive had not one not two but SEVERAL problems with Optum that have impeded my ability to get my healthcare. Im currently waiting for a referral to be authorized that was turned in my my *** quite a while ago. I am in serious pain, have been for a year and need to see a pain management *** ***** I am on Opiates and muscle relaxers almost daily. Optum doesnt care. Everyones always talking about how bad the Opiate Epidemic is but here we are. Optum doesnt want to respond on this site but Ive been told time and time again they will respond to me personally and NEVER HAVE!! Theyre a fraud and thats why they have so many complaints and bad reviews. Here is my no. ************ My email ******************** Lets see if they actually contact me this time. If they dont and continue to make my life unbearable and take away my ability to get my healthcareI will file a complaint with the government and Humana my insurance ***

  Business response

  08/28/2024

  Hello,
  
  We are writing to confirm receipt of your Better Business Bureau complaint received within Optum Consumer Affairs on August 27, 2024. Thank you for bringing this issue to our attention.
  
  Since this was just received, this matter is still under investigation. We are confused as what is being rejected. According to the BBB correspondence, we have 7 calendar days from the date on the correspondence to issue a response.
  
  We will post a response upon completion of our review.
  
  Thank you kindly,
  
  Optum Consumer Affairs

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint directed to the billing department of United Healthcare. It often takes months for my claims to be processed, and sometimes, my requests about these claims are completely ignored. Several of my claims have been repeatedly processed and reprocessed over an extended period, while others have been denied. For instance, I submitted a claim for a service dated 11/19/2022 in a timely manner. However, despite multiple reprocessing attempts, I was recently informed that the claim was never received. Also the claims with service dates in April 2024, May 2024 and June 2024 were either denied or not received, although I submitted all the claims to the advisor months ago.I need someone from United Healthcare to contact me and work on my claims.

  Business response

  08/28/2024

  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,
  
  Typed ******************

  Customer response

  08/28/2024

   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.

  United Healthcare group contacted me by phone, and will work on my case.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially went to my doctor's visit on June 6th and was seen by Nurse Practitioner *************************** just for a follow up regarding my medication refill & due to the lost of my husband a referral to a therapist. The head doctor *********************** previously had me on compound medication coming from Austin Tx., due to all pharmacies in **********, having my medication on back order. This was a fine work around (I had been doing this since March 2024). Now seeing ****************** wanted her to see if the local pharmacy had my medication back in because I would rather pay $24.99 using my Insurance instead of $124 having it compounded! While in the office we contacted ***************************** informed the ********** they did have my medication in stock, doctor ******** said great she'll send it over, but I never received it, why?!! Because doctor *************************** sent over the "WRONG Prescription for Ozempic" (something I Never used because I wasn't diabetic) which was previously told & explained to me by the Head *************************** in March! So now once the Pharmacy informs me of what happened I reach out to WellMed immediately to make the aware of the error so they can correct it. That Never happened! I've spoken with several Agents, Supervisor ******** via ************* no resolve, ******** did tell me they let *************************** go, but that does nothing for me we've been going back & forth for months! It now August! August! still no medicine, today when I finally was able to speak with District Manager **** she stated she'll reach out to *************************** who stated they can give me anything until my visit next week on August 26th, really lady! Your Nurse Practitioner *************************** made a huge ************* no longer there probably because I wasn't the 1st huge error, I've been reaching out to you all since June when the pharmacy 1st made ne aware & every week since & now you tell me I have to come in on August 26th. you could've fixed this in June, I could've came in July, but almost 3months

  Business response

  08/29/2024

  August 29, 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
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use, dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error, please securely destroy it and immediately notify the sender. Thank you.
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Health Care continues to charge high prices for coverage that doesn't help people recover from illnesses or better their health, but keeps you in a constant state of low level illness. It is impossible to get pre approvals for so many vital treatments that are *** compliant including but not limited to drugs for weight like Wegovy, Ozempic, and others. Weight is one of the number one reasons for comorbidity in patients of a variety of other illnesses including heart disease, diabetes, and numerous other killers and they make it impossible to get the care patients sometimes need due to circumstances outside their control. It's unethical and abundantly clear that United Healthcare is only here to take my money and has no interest in helping me to STOP needing other medicines, STOP needing to pay for extra treatments and visits, and STOP needing to be constantly fed drugs when if I could get healthy again I could actually go without them. For resolution I seek APPROVAL for the Wegovy that MY DOCTOR prescribed me so I can work to STOP taking drugs for illnesses like hypertension that are being CAUSED by my weight issues, and to hopefully avoid heart disease and diabetes which run in my family.

  Business response

  08/23/2024

  August 23, 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
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use, dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error, please securely destroy it and immediately notify the sender. Thank you.
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My dental provider charged me $454.00 for a service that I was told from provider no charge for reline of my dentures. I have had several conversations with my insurance company regarding reversing this amount and they are not willing to do this. This has reduced my yearly benefit amount and I need it to get my dentures to fit properly. As of December ******************************************************************************************************************* This has been ongoing since January 24, 2024. My dental provider told me they would contact my insurance regarding this matter. Dental provider: Excel Dental ************ located in *************, **. Any help you can assist me in will be greatly appreciated.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Optum Healthcare is terrible at communication. My doctor ordered a 90 day supply of a drug to be taken once daily, so 90 tablets were expected. Optum instead sent 15 tablets, with no explanation. The packing slip even stated "90 day supply, 1 tablet daily". I called Optum and they apologized and said they were expediting the missing 75 tables, and that they would "waive the $20 charge" for expediting. This was great, but no delivery ever arrived, and I didn't get any warning from Optum about it.I called again and Optum said that the prescription was for "30 tablets in 180 days, 1 tablet daily", so I couldn't refill for 90 more days. After more pressing, they finally told me that Optum limits the quantity of this drug to 5 tablets per month, and my doctor would need to file a preauthorization to increase the quanitity.My complaint: Optum never told me about the quantity limit, and didn't inform my doctor, so we were in the dark, and meanwhile I couldn't take my medication since they arbitrarily limited it to 15 pills with no communication. I got one email from Optum saying "an order is delayed" or something to that effect, with no drug info, but when clicking the link it went to my account and didn't show any information about this order at all.This is a recurring issue with Optum: when there is an order problem they just ignore and don't communicate with me or with my doctors about the delay.Optum is in charge of filling medications, which can be time sensitive. They shouldn't be silently ignoring medication requests. This needs to be fixed immedaitely.

  Business response

  08/21/2024

  August 21, 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
  
  
  NOTICE:  This communication may contain PERSONAL and CONFIDENTIAL information and is intended only for the use of the specific individual(s) to which it is addressed. It may contain Protected Health Information that is privileged and confidential.  Protected Health Information may be used or disclosed in accordance with law and you may be subject to penalties under law for improper use or further disclosure of the Protected Health Information in this communication. If you are not an intended recipient, you are hereby notified that any unauthorized use, dissemination or copying of the information contained in it or attached to it is strictly prohibited. If you have received this in error, please securely destroy it and immediately notify the sender. Thank you.
  
  

*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. ↩