United HealthCare Services
Reviews and Complaints

So back in September 25 of 2018 I signed up for heath care through work and it was for UmR. I needed the coverage for a procedure i was looking to get done. After my first premium payment I called umr customer service to make sure it was covered. the procedure was not going to covered but i figured The lab work could be so i asked to be sure. I explained this to the agent including what the lab work was for and that it was for a procedure not covered by umr and they said it wouldn't be a problem it would be covered 100 percent. So i had the blood work done and that was it. Now i would not have gotten the blood work done if i wasn't told the company would cover the procedure. Months later the bill came in from lab corp. I called umr and they said it was denied due to the diagnostic code. I was royally pissed since I was told it wouldn't be an issue. I called lab corp whose said i should call my doctor. Now admittedly I did not call because the reason for the lab visit was accurate. But when i called umr again to explain this to a supervisor I was getting the run around. I finally got a supervisor who said and i quote "We will pay the bill by changing the diagnostic code and it should take a few weeks they also said we need to contact lab corp." I was elated and thought it was done.
a few months later another bill. I contacted lab corp and they said no contact was made. they also said what umr said they would do was illegal. I contacted customer service again and they agreed it was illegal but never said they did anything wrong. I called them out for lying to me and got nothing.
Now after all my calls no agents let me know an appeal was possible. A few days later after accuse them of lying and illegal crap, they alerted me to the possible appeal. I have been forced to pay this bill now out of pocket while waiting on a second appeal. I think what would be fair is umr refunding this payment to me.

My doctor submitted a prescription for my. They received this on June 20th witch was a Thursday. United Heath care needed more information for prior authorization. There was a 2 day weekend included they closed my case on June 24th really only giving my doctor 2 days to reply they closed the case on June 24th. They claim the doctor has 14 days to reply before they close the request. This is a Tier 4 drug and it should be covered. They will not cover it. Terrable Insurance I would suggest going with a different insurance even if it cost more.

Used Medicare.gov to compare drug plans for ongoing coverage for 2019. Review indicated UHC offered my drug coverage. Selected UHC. January 10, 2019 went to Costco pharmacy to pick up prescription, but was told that UHC would not cover it. Called UHC customer service on 1/10/19 & was told the drug was "non formulary." Since this drug is the only one I take, I told the ultra-rude representative to cancel my coverage. Still receive invoices & now they are using a bill collection service. Never used the drug plan, so why am I receiving bills? Learned two things: Never trust a representative that is rude. Follow-up why account wasn't cancelled as promised.

I don't care what color your skin is or the accent in your tone. When you're helping someone in customer service you MUST put yourself in the customers shoes. I HAD THE NASTIEST RUDEST AFRICAN WOMAN AS A REP TODAY (6/21/19). She is EXTREMELY lucky she stated her name fast AND hung up on me because I was ready to record the whole convo and ask for a manager. I asked for help to get my meds even tho my insurance is supposed to be renewed in July. INSTEAD of explaining the situation to me and looking for alternatives to help me, she began talking over me and not only that when I asked her for something after she had been rude the whole time on the phone has the audacity to tell me to say "thank you". Thank god, I am a changed person because last year I would've gotten her fired on the spot. But seriously united healthcare needs NICE UNDERSTANDLE ABLE TO WORK WITH WHOEVER reps ASAP! Or by 2020 I expect the company will have to close due to unprofessionalism. I will see to it!

This is not a frivolous complaint but a very serious one, written out of frustration and anger. I have literarily spent hours on the phone with United Healthcare AARP Medicare RX representatives, simply trying to obtain what is due to me per the prescription plan I have paid premiums on for years. The problem is relatively simple. But the lack of clear communication, proper customer service, and basic record keeping in the part of this company is nothing less than shocking. I am convinced now that my specific problem will never be addressed with competence, let alone solved. This will literally cost me hundreds of dollars and immeasurable stress.

As stated, the problem itself is fairly simple. I needed to get a medicine that I have taken for more than 30 years. Due to manufacturing problems, it was unavailable in the U.S. for many months, so I obtained it through a pharmacy in Europe. Now it is available in the U.S. again but only through two distributors. So I had to find a pharmacy that could guarantee a supply because they worked with those distributors. However, when I picked up the meds, my coverage through United Healthcare was denied. The total for the prescription came to $599.62. I could not afford such a huge amount to I opted to take half of the prescription on the spot and the balance later on.

I called United Healthcare to find out why there was no coverage at all. The representative tried to be helpful but explained that the particular drugstore I went through was not "NDC" approved or certified, or words to that effect. She also mentioned that under normal circumstances, this medicine would indeed be covered. So I found another drugstore that could obtain the medicine and also honor my insurance in the future.

Since the medicine is supposed to be covered, the representative said she would send me reimbursement forms, which she did. She also said she would call me again to see if things were okay, but she didn't.

I filled out all the forms according to the instructions and furnished receipts. A few days later I received my response. I was sent $161.73 as reimbursement for ½ of the prescription. Zero for the second half. The reason given was that it was refilled too soon after the initial prescription. This, of course was blatantly wrong. There was only ONE prescription. NO refills. I could only afford to pay for half of it at the time and picked up the second half weeks later. Very strangely, no one I speak to at United Healthcare seems to understand this simple premise. ONE prescription, paid for in TWO payments. Yet again and again it has been perceived as a refill.

I called United again and the young woman told me I could fill out forms for an appeal. I refused to do that. Why should I, knowing that the same response would likely come back? I insisted on speaking to a supervisor. After initial difficulty grasping the simple scenario, the next person finally did understand, I believe. But the records he had to refer to seem to show little detail and few facts about all that had transpired so far. This is a theme that seems to run through all communication with United Healthcare to date. Whatever records they have on hand seem to contain very little information about the customer they are speaking with.

This employee said he would look into it but I never heard from him again. So I called the "special" number he gave me and got to speak with a new person. By now, between being on hold and actually explaining the situation, I had spent at least three hours on the phone and gotten nowhere.

I called again and started from scratch a few days later. I wound up talking to yet another supervisor. She was helpful and promised to stay on top of my "case" and return my call within 24 hours. To her credit, she did get back to me, albeit six hours late. Her call was just to inform me that they were still working on my "case, " but no decision had been reached.

How difficult is this? What decision? How much clearer can the situation be? I simply broke up my payments to the drugstore for ONE prescription. And then I was reimbursed for ½ a prescription and penalized because of a falsehood—that it was refilled too soon when in fact it was never "refilled" at all.

I told this particular woman that my problem was now going to get worse because I need to have the prescription refilled, this time at a Walgreen's, which does take this insurance. The problem? They are going to charge me $434.74 in order to meet the deductible. This deductible has clearly already been met by my earlier prescription yet United is treating it as if I had never had any earlier prescription at all.

The woman said she would stay on top of my case and call me back the next day. Several days have passed and I have heard nothing. I refilled my prescription through Walgreen's and was charged the total deductible as if I had never paid for any prescription to date. This came to $434.74 dollars.

Bottom line? I have shelled out over $1034 for two prescriptions I have been reimbursed $161.73 to date. WHAT INSURANCE COMPANY PAYS THIS LITTLE. THIS VIOLATES THE PLAN AGREEMENT I SIGNED UP FOR WHICH OFFERED TO PAY MUCH MORE.

Obviously, I have a problem. But I now know that United Healthcare's run much deeper. Their inability to keep and maintain adequate member records, their lack of internal communication and genuine customer service indicate issues that are pervasive and endemic. The stress of dealing with them on the phone has become intolerable.

UPDATE:

After complaining to the Better Business Bureau and other agencies through the letter above, I received a call from a woman named Casey from United Healthcare. She was polite and explained to me what had happened with my case— No. STOO4286AD. Apparently the various submissions for payment had crossed paths, causing some confusion. Ultimately I WAS OWED payment for the second half of the initial prescription—another $161.73. The first refill, from Walgreens was high to cover the deductible for the year. I agreed in principle, happy to receive something, anything back. She gave me her phone number so I could contact a real person. (952-202-6410).

A few days later I received THREE copies of an identical letter dated June 6, from SUZY NUNEZ, Appeal Rep. This letter stated that "We decided to overturn the denial." I would be paid within 30 days, the letters said. EUREKA! After countless hours on the phone and computer it looked like I might actually get what was coming to me— a whopping $161 dollars!

On the same day received what seemed to be an unsigned follow-up letter, dated June 8, from Casey's department. It reviewed what was discussed and stated that they were filing a claim for me. No harm done. Everything finally settled. No quite…

The next day I received another letter —Notice of Denial of Medicare Part D Prescription Drug Coverage. Herein, my claim was denied once again, even though Ms. Nunez wrote and told me that the denial had been overturned. Again, the information in this notice was incorrect and back to square one where I had started. All the information failed to relate to the initial prescription, a single script for 30 days. Not two for the month.

I will be more than happy to provide this information and documentation to anyone who is interested. No matter how you look at it, an insurance company that only pays $161 out of more than $1000 paid by a patient should be considered criminal. The cost comparisons of different plans provided by Medicare showed that significantly more should be paid. This is an outright violation of their contract with me as a patient and customer and I will now aggressively seek others in the same boat in the hopes of initiating a class action suit against this incompetent company and its fraudulent practices.

On 3/15/19 I ordered Insulin from Optum RX. They quoted me $124.23 and when I received the Insulin it showed that they charged my credit card $325.17. I called them and got nowhere. I then called United Healthcare. I finally got a person by the name of Alma Telephone number: 1-866-729-6936 X3063584. Alma assisted me with letting Optum RX know that was wrong and to refund $200.94. They did issue a credit on my credit card.
Then I started receiving a statement saying I owe $200.94. I can't get anywhere with Optum RX. I have tried Alma about eight times with no returned call. I am extremely surprised and disappointed.
I would appreciate some help with this company. I have switched to a new pharmacy and will never use Optum RX again. Thank you for your help.
Jean M. Watson
Member ID: [protected]
Address: 10779 Zuni Drive, Westminster, CO 80234
Telephone: [protected] Home [protected] Cell

I called on behalf of provider ams anesthetist services for member id [protected] patient sierra p george agent douglas s with whom I spoke on 05.14.2019 under ref [protected] was really rude & did not provide good customer service instead when I asked him to release the call from his end so that I can go for survey he didn't do that instead kept my call on hold for long time I was forced to disconnect the call as I had other works too. This is really not accepted from uhc provider customer service department. I will expect proper coaching will be given to the executive.

Regards,
Rene

Takes your premiums & kick you right in the berries.

I have never had so much frustration from an insurance company trying to get my medications, the preauthorization process which has already taken 4 weeks because they continually request one more thing from the doctors over & over. Then after you have the preauthorization's & go to fill your medications they deny the preauthorization number that just issued you & tell you that they need to reevaluate the previous authorizations as a whole & your doctor now needs to make a direct call & provide the same information in order for united to issue a new preauthorization for the already preauthorized medications; have I lost you yet? Ya me too, as well as my doctor being frustrated with united (they are now evaluating whether to accept new patents covered through united due to this garbage), my pharmacy has had it with them, all have said they have never had so much problem with an insurance company. We are now going on two months in this review process for medications that I have been on for 10 years, something is wrong with their system. I don't have enemies but you know how they say "I would not wish them on my worst enemy" I would have to wish them on themselves. I was once on medicaid & in my humble option these guys are 10 times worse, I would not recommend them & would advise you to run the other way! Jr giles

On Tuesday, March 11th, I began calling several Doctors under United Healthcare Services to set an appointment as a first time patients. After calling several locations and finally finding one that was close and could see me in a timely manner, I reached out to Beau Barron Meyer, MD. In speaking with the receptionist I answer the standard questions of Name, Age, Insurance Provider. Then when she was ready to give me a date and time she asked me "What Race Am I"? I felt that was a very strange question because I had spoke to several other doctor offices that morning and that question never came up. I proceeded to ask, why is that an issue. She stated that it is policy to know because then your illness could be trace back to your race. I was taken with her answer and kindly told her to have a good day. I proceeded to call another office and the response along with the questions never ask me my race. They were very helpful.

I had to have an emergency surgery for my knee. I could walk, bend and only surgery could be the solution.
I had surgery then received my insurance is denying all the claims. So I'm left with 50, 000 in debt to pay.
How can an insurance deny you when it's a Must need surgery! I pay 250 a month for this insurance for what exactly? I know next year I won't get the insurance!

I work for a Skilled Nursing Facility, my job is to verify benefits and to fully understand how the patients insurance works so I can explain it to the patient. Each time I call United Healthcare (UHC) I get a overseas representative. The representatives are hard to understand. But after finally getting the representative to understand what information I need the representative either gives me misinformation or just doesn't know and leaves me on hold for 10-15 minuets trying to find someone who does know. After wasting 20-25 minuets on the phone I ask to speak to a "onshore representative" some reps will transfer me and some won't they try and assure me that they are giving me the correct information and I know they are not.

Just to give you a little background on myself I worked for a HMO insurance company so I can definitely tell if I am getting correct information.

Please United Healthcare get rid of the overseas reps they are wasting your money!

I am referring to my janumet medicine for my diabetes. I wanted a refill from my prescription of last year. The pharmacy asked for a pre-authorization from the doctor office as it was insurance requirement. The doctors office faxed the form twice to the department. Every time I called the insurance for the update, they said they haven't received the fax. Sometimes they said they received it and is pending for the process and will take from 4 to 14 days for it to complete Everytime I called different representative answered differently. This matter has been going on since mid January n I still don't have my medicine

I m frustrated n very upset since this matter has not been taken care of by the department at all I had recently switched from metformin n amaryl to janumet n this medicine brought my sugar levels under control. Therefore I want to stick to janumet. Kindly look into the matter ASAP n release the authorization to the pharmacy so I can get my medicine. I have given my details below

Vahidaz Chogle
Home phone # [protected]
Member # [protected]
Group # 903235

And it is through my spouse employer ALCAMI CORPN

Thanking you n hoping to hear from you ASAP

DOS, Aug. 10, 2015
UHC Member ID at time of service, [protected], group # 717191
- severe injury to thumb
- emergency surgery required in Phoenix, 90 minutes from my home
- the only micro-surgeon available, Dr. Jonathan Yang (out of network)
- claim denied, UHC
- appeal filed by Arizona Center for Hand Surgery on my behalf
- appeal denied
- appeal filed by me, Greg Vermillion, the patient
- appeal denied
- UHC Rep told me it was my responsibility to work with my PCP to obtain an in-network surgeon or get prior authorization from UHC for an out of network surgeon. I'm in the back of an ambulance, drugged on morphine, on my way to Phoenix to hopefully save my thumb. This was NOT possible!
- I called one day to check the status of my appeal and was told there were no records showing I had ever filed an appeal even though I have the denial to that appeal. Was told to file another one. I did just that. Got a letter from UHC telling me the deadline to file an appeal had passed. Well, of course it had.
- Overall, UHC has been there for me. But in an emergency, I got the run around and I had to pay an agreed upon amount of $6, 300 to the surgeon for excellent services provided, far less than his original amount of $31, 465. Why? Because I didn't have the ambulance driver pull over while I called my PCP and made some more calls and worked out a plan to have an "in network" provider do the emergency surgery or get prior authorization from UHC for an out of network provider to do the surgery. Meanwhile my thumb was already turning blue and dying. But Dr. Jonathan Yang saved my thumb. The assisting surgeon, also "out of network" was paid by UHC for his emergency services. But not Dr. Yang. Why?
- I am still paying, to this day, on the credit card I charged the $6, 300 which already had a balance on it before I charged anymore.
- Wish I could trust UHC in an emergency situation to look out for me, but they will only look out for themselves and make absolutely impossible requests and requirements to be met to get out of paying claims.
- UHC has been good to me for my overall care. But not in an emergency.
Submitted by Greg Vermillion, 4780 E. Kristen Dr., Prescott, AZ 86301
[protected]@cableone.net [protected]

United Healthcare is attempting to charge a monthly premium of $505.22/month for my wife's supplemental insurance. My wife is 62 years old and permanently disabled. She called the insurance company and was told that because she is on medicare, under 65, and lives in Florida - she was red flagged and charged the premium amount of $505.22/month. This premium is almost 5 times more than I pay for supplemental insurance and I'm 69 and live in Florida. She was never informed throughout the application process what the premium would be and had she known she would have gone elsewhere.

Billy Gonzales needs to be watched closely, all this man does is work payroll yet he is messing with my health care plan! Not only that but I've seen him using checks from United Health care to pay for his groceries! What kind of employer lets their employees use their checks as personal check! I've also seen him seek in a woman I'm assuming to be his wife into the office after hours stealing things and I've seen her using United Healthcare checks too! I've also had friends tell me that these people show up at their houses! They are not medical professionals! My friends have had their things stolen when these people show up! Beware people of Harlingen! These two are out on the loose! Do not be fooled by their "caring faces".

Today I went to see a family doctor as a walk in patient. After four days been sick with shortness of breath, fever and sinus infection. The only way I was able to see a doctor was to wait to Saturday and go as a walk in.
The doctor prescribed an antibiotic and a cough syrup.
I was told at the time I picked up my prescription from the pharmacy that UHC put a hold on the cough syrup as they needed to call the doctor to get authorization before approval of this cough syrup.
This means that they will have to wait to Monday.
Are you sure UHC that my chest which was diagnosed by the doctor to have bronchitis will await your authorization on Monday.
This is not humane and not responsible action from UHC.

While Stephen J Hensley made 66.13 million last year, and the others made less at the top, they don't seem to care about the clients that make 16 thousand a year, just the other day I received a letter from this organization saying they are eliminating the silver sneekers at the ymca in Racine wi ….starting in 2019, they are replacing the silver sneekers with a bunch of crap the we already get free from medicare….The letter sounds like they are doing us a favor, but will pay 50% of the program of many of the other exercise places, , , , Why don't they do like Ford Motor co and lower the white colar pay check to make up the difference? Why take it out on the veterians and seniors that have been there at the y for years and like thecurrent programs...

After requesting an application for my pharmacy to enroll with Optum Rx which is the prescription carrier for UHC, this is the letter we finally received. Regardless of how well my pharmacy satisfied all of their requirements and protocol, I was told that nothing else was needed and to just wait for an answer. Of course they still rejected my pharmacy, without giving any specific reason. In the letter they mention that I may send further documentation to dispute this decision. How is this possible when there is no basis provided. And the phone number for any questions I have isn't even a working number, just a recording that asks for a mailbox number and then cuts off. When I finally found the UHC contract specialists who can help answer what the discrepancies were, there was never any answer or any response to my messages. So for all you independent pharmacies out there who plan to apply with this corrupt enterprise, make sure to hire a lawyer.