United HealthCare Services
Reviews and Complaints

Our daughter had an MRI done on her shins...nothing exceptional, took 30 minutes. The provider charged $16, 000 for this basic service. We thought it had to be a mistake, but when we contacted United Health Care, they said this was the contracted fee with the facility. We were required to cover $1, 200 of this fee. This is just insane! We have family members who have had MRis on the brain with dye contrast that took over an hour, and were not even 1/4 of this charge! Who could ever approve this kind of outrageous fee for a 30 min MRI?! We would have thought that united health care would look into this, but instead they said too bad, this is the fee, and we must pay the provider.

I'm continually being denied for a previously authorized rx, stating that they "have not received the appropriate documentation"!
I can make 2 different calls to the customer service line.in one call they will inform me that they need additional documentation from my physician or their pa.in another phone call they will not be able to locate me in the system.
I have tried to play by their rules regarding their progressive approach to the narcotic problems. Unfortunately, the rx's they are requiring me to take as an alternative has been giving me other health problems. So, I requested going back to what "was working" for me. And, i've had nothing but problems. My pain mgmt. Dr. S office is exhausting their patience with the inept way that this medical insurance co. Has decided to carry on. And I am becoming personally ashamed of the way they have been behaving towards myself and the additional burden they are placing on my dr. S office to provide documentation multiple times.

I notified unitedhealthcare on 12/7/2017 I have other health coverage and want to cancel their policy. ok no problem we will send you paperwork which they did faxed them back my other insurance then they send me a bill for 1/01/2018 I call them and they said I was disenrolled yes I know they said don't worry about it. then I get letter in mail saying as of 1/01/2018 the plan no longer covers my healthcare or prescription drug cost then they send me a bill for 3 months of coverage I don't have.but my complaint is unitedhealthcare wont inform medicare they said it can take 90 days.when I try and fill my medications medicare is saying I still have unitedhealthcare which I don't my unitedhealthcare #[protected] I have copd and high blood pressure and its getting worse because of them.thank you

HI i am the office manger for vital medicare care located in Mooreston Nj 08057. We been trying for a whole year to be in network with UHC Medicare plans. Dr Gami always been a participating provider for all of UHC plans all of a sudden with any warning we were taken off the Medicares plans. Dr. Gami is highly upset that no one has called us back. we need to know who is all representative so we can have this problem solve!

Case # a013796284 & a013079807 date: october 31, 2017
Patient: jeanne v. o'donnell
Member id # [protected] (under cobra coverage)
Standard chartered bank group # 231709
United healthcare (aka uhc) coverage through 2/28/17

A complaint for non-payment of my surgeon's claim was sent to the north carolina department of insurance. since my insurance policy with standard chartered bank is an erisa (self-funded) policy, the complaint falls under the jurisdiction of the united states department of labor. per my discussion with becky johnson at the department of labor office, I am informing you of my intent to pursue legal action for non-payment of my claim if it is not paid upon receipt of this letter. by federal law, you must respond within thirty days of the date you sign for this letter, sent certified/return receipt.
A claim was submitted for my surgical procedure performed by john alex thomas, md on february 17, 2017. prior to the procedure I had called united healthcare about my coverage since this neurosurgeon was listed as out of network. it was your representative who told me about gap coverage for doctors who are listed as "out of network" to be temporarily covered at the "in network" rate of 80% when there is no other "in network" surgeon available to perform the procedure within 30 miles. indeed, there were none closer than charleston, sc which is 180 miles from wilmington, nc, the location of my surgeon.
So I pursued that avenue with crimson brandon, surgery scheduler for dr. thomas. the day before my scheduled surgery she informed me that your company had approved gap coverage for his services at the 80% coverage rate. many hours were spent on crimson's part, and mine, getting everything in order so that I could proceed with the surgery. yet, even after crossing the t's and dotting the i's, your company decided to pay dr. thomas at 50%, according to one of the representatives that reviewed the claim.
I had spoken with representatives and supervisors at uhc on four different occasions over the months about this and was promised each time it would be corrected and residual payment made. my surgeon also filed an appeal by fax, and it was months before I discovered via phone call to uhc that nothing was done because the representative could not read part of the faxed documents. why wasn't the doctor's office notified of this?
Both I and the doctor's office personnel supplied abundant documentation for not only the gap coverage agreed upon, but also the procedure required for my surgery, allograft code # 20930 (case # a013079807), in august when your company stated you would only cover code # 20936 which is an autograft using my own tissue. when is it even ethical for an insurance company to decide what surgical procedure a patient should have? this is precisely why dr. thomas chose not to be a part of your network.
His office supplied doctor's notes, bone density results from three days prior to my surgery, and hip x-ray notes from three months prior to the surgery, justifying the need for the allograft vs. an autograft. I have degenerative hip changes and osteopenia. using a graft from my hip would have greatly increased post-surgical morbidity. see case # a013796284 for the code # 20930 approval.
The total claim submitted by my doctor for his services were $22, 728. your company paid $16, 728 which amount to 73.6%, not 80%, which would have been $18, 182.40. also, by the day of surgery I had met not only my $800 deductible, but a total of $1012.47 by 2/16/17 of my out of pocket maximum of $2500 in network. combine that with $1191 paid to the hospital for their charges and that equals $2203.47. so any charges exceeding $296.53 (the remainder of the $2500 maximum), including the $6000 from my surgeon, fall under 100% coverage due to the out of pocket maximum being met. this also includes the $100 I paid assistedcare management group for my post-surgical rehabilitation.
All other bills have been paid appropriately by uhc and I have settled any remaining balances with them that were my portion of responsibility. dr. thomas is still due $6000 from your company and I am due $100. I know from serving seventeen years as a pharmaceutical representative, calling on physicians, that your company is notorious for non-payment of claims. if you elect not to pay these bills then I will have no other recourse than to take legal action against your company and send a copy of that recourse to the insurance commissioner. this will include not only the amount you owe, but an additional $10, 000 for personal pain and suffering as well as additional costs for physical assistance in household chores and caring for my pets. the emotional and physical stress I have endured from this has prolonged my recovery by a continuance of severe sciatic pain, causing a reliance on muscle relaxers and occasional need for opioids to sleep. this level of pain and associated medications should be non-existent at this point in my recovery with as well as the procedure went according to my surgeon. the increased pain is due to restless sleep putting undue stress on the nerves in the surgical area from tossing and turning. this is a direct result of the emotional and physical stress your company has caused me due to a lack of resolution of this case.
In summary, you can save us both the grief and your company a greater sum of money by at least following through with your contractual obligation, and paying dr. thomas what he is duly owed.
See supporting documentation.
Sincerely,

Jeanne v. o'donnell
Cc united states department of labor

[protected]

I HATE United Health Care. They do not offer phone or web support on the weekend when most people are off work and are able to make contact. They can NEVER seem to get your PCP corrected and deny your claims. My husband and I pay over $1400 a month in premiums to them and on top of that we have to continually call to try to get either claims or other crap straightened out. Their RX provider requires us to use CVP, which doesn't have a store within 50 miles of us, except for Target, which only has locations in the valley or clear up north, so we cannot get there conveniently. Optum RX make it so hard for our PCP's office to work with them that they give up and we are supposed to try to create three-party calls between our health care provider and OptumRX (many times because Untied HealthCare decides what medications are in our best interest, even thought their off-brand (that is weirdly more expensive) leaves blisters all over my husbands body. Does arrogant United Health Care think the only f#g thing we have to do in life is work with them. FU.

I have received two letters from United Health were it was clearly mentioning about my medication and complete diagnoses. I would appreciate if United Health would not send any letters describing any diagnoses. What ever I have it is strictly between my Dr. and I. I don't needs to know from you what kind of medication is it and what diagnose I live with.

So I only have had an RX plan, had one last year, 2017, that did not cost any moneys, this year they just figured I would take the same plan, but will cost me money, I called and asked to have this canceled right away, my information was confirmed and was canceled, cost for the same plan that was free last years was $44.00 and some change, any way did not want any RX plan, Oh but wait sir, I have a plan that will not cost you any money also, so lets sign you up for that RX plan, sure this is great if it will not cost me any money the RX will cost a bit more as a co pay, was said to this rep if it cost any money I do not want it, No its free at no cost to me, 1st rx plan canceled, new free plan, weeks later get the info in the mail, and it cost $24.00 and some change, I cal to cancel it and this time I have ti go through weird questions and ask to talk to a supervisor, in short was emailed the form, copied it faxed it to cancel the plan, told I was lied to of cost to be free and cost me money, so canceled this plan, weeks later I get a bill in the mail for the 1st $44 moneys and then a part of the free RX plan that cost money of $24 and some change, call to see whats up with why I owe them money, was said I have to pay for the time it was activated tell it gets closed with the paper work, what, I said, I never used there plan, canceled the 1st large one, canceled the 2nd rx plan never used but still have to pay,
NO this is not right, never wanted there stuff, canceled and they say I owe them money $55 or more and some change,
This is not right, the 1st plan was canceled right before the 1st of the new year, was charged any way, the 2nd rx plan was said to be free, I said I do not want it if it cost anything, no its free was said, the it cost money was lied to of cost not free, and now owe United Health Care for back month of the 1st plan and a part of the 2nd plan and its not cancelled yet,
These people need to be stopped from ripping people like me off, lied to about cost, charged for something I did not want or ask for and then still have to pay even though it was never used and has not yet been cancelled still by UHC,
That should be it, hope you got the idea, I hate these people, owe money for something I did not want or ask for, had to cancel it, and told I still have to pay, this is crap to say the least
Thanks for your time
1st rx plan cancelled Friday the 29th of Dec 2017
Then all happening this year today is 01/18/2018 and all this happened in this time but owe fro the 1 month of the LG RX even though it was canceled before the 1st of the year and part of the smaller RX plan that was to be free, but really cost money.

I purchased a Care Improvement Plus God Rx (Regional PPO SNP) plan from United Health Care in November 2017. At the time I purchased the policy the agent asked for and I provided the name of my cardiologist so that they could verify my heart disease which qualifies me for this plan. The agent told me they would contact the physician and ask for a copy of my records to verify. I called the physician to alert them to the call. Then on January 7th I got a letter dated January 4 from United saying that they had not received verification of my health condition and that I was being removed from the plan effective February 1. I called immediately and was told that the physician never responded to the request. I called the physician and they said they never got a request. Now today, January 16th after some 18 telephone calls I finally learn that United Health never contacted the physician, never faxed a request for records and that they were just going to let me get kicked out. I found an agent who told me that she would put me on hold, call the department responsible for sending the fax and have it sent while I was on the line. She came back several time over the next 21 minutes to encourage me and to say that it was being sent. Then she comes back and says sorry but she had just learned that it takes seven days after a request is submitted before a fax for records is sent. I told her that I didn't think that would work with the deadline and asked why they waited from November to January without ever trying to service this policy. She did not have an answer. I asked to speak with someone who could address this issue. She told me that there was no one. She told me just to wait until after February 1, file an appeal and then work to get back in the program. My experience here has been that they really don't care. They just do not care.

It is painfully obvious what United Health Care has been doing and it will not work on me! It is obvious that UHC has deliberately delayed and denied since 9/27/17 my healthcare treatment, putting my health (and life) in jeapordy. The UHCr obvious tactic being to kick it down the road long enough to roll over into a new year. Due to more medical issues than usual this year, I have met my maximum out-of-pocket in 2017.

Attached you will find the long string of messages. You will find my diagnosis of Severe Obstructive Sleep Apnea. You must authorize treatment with CPAP immediately or this will escalate. I will fight for my rights….fight for my life.

Obstructive sleep apnea as severe as mine doubles my chances of heart attack and doubles my chances of stroke. Not to mention, healing from my surgery this year has been slow. Since the body heals during REM sleep, my entire health has been put at risk. I am oxygen deprived all night and tired all day.
I will not roll over and go away. I've been trying to get this health concern addressed since 9/27 amidst all of your constant delays and denials. The diagnosis is clear. The health consequences of untreated severe obstructive sleep apnea are clear. Release an authorization for my treatment immediately and I must take care of this in THIS calendar year!
I am quite resourceful and will escalate this issue if I am not contacted with an authorization immediately.

Connie M. Clark (DOB 08/17/1956)

I am a 61 year old disabled woman. Under the recommendation of my primary care Dr., I was referred to a Pain Management specialist. I have multiple spinal issues, as well as PTSD, Anxiety disorder, and a mild seizure disorder.
The Pain management clinic I had been attending for almost 3 and 1/2 years, suddenly decided to stop excepting my United Healthcare WellMed advantage plan. We were in the midst of tapering me down off of pain medications, with a plan all laid out to address withdrawal symptoms. I asked my primary care Dr. to refer me to another clinic to see me through and support me while the medication taper was in progress.
I began to experience very uncomfortable withdrawal symptoms, for which I asked for supportive medications which are commonly prescribed for this issue. I was told they do not do this.
I finished the taper and released myself from their care.
While experiencing moderate withdrawal symptoms, I reached out to my Psychiatric nurse practitioner, who prescribes me anti-anxiety medication and she informed me that it was not her specialty to help me. I then reached out to my primary care dr, which I was advised to do, only to have him tell me that only the prescribing Dr. could refill my anxiety medications.
This provider was on vacation for a week, so I called Primary care once again.
His nurse returned my call to tell me that he could not and would not refill that medication, and that I would have to wait until after the holiday week and speak to the prescribing nurse practitioner; which would be more than a week.
I was told, "No one ever died from withdrawals" via cell phone. A very highly inappropriate response from any medical provider.
Aside from all the normal symptoms I am experiencing, the anxiety has caused me to have multiple mini-seizures, causing me severe discomfort.
I am completely disappointed with this type of response from my providers at WellMed. I see no reason to allow anyone to go through this most uncomfortable process without the support of any and all medical treatment available.
I understand the law-as I have studied it in college, and I am familiar with the recent restrictions placed on Drs regarding the prescribing and dispensing of controlled substances. However, that is no excuse to allow any patient to experience the discomfort and suffering that I have.
I would appreciate your review of this complaint.
My email is [protected]@gmail.com.

May you have a blessed Thanksgiving, and I hope to hear from you as soon as possible.

Regards,
Karen Thiemermann
[protected]

On November 15, 2017, I scheduled an appointment with my pain management doctor, Darell Shows at the Rush Pain Center located at 1314 19th Avenue, Meridian, MS, 39301. After explaining why I was there, Dr. Shows explains to me that I had failed my drug test for the second time because there was an inconsistency, but he would work with me because I explained to him that I had been breaking my pills in half to take them. He told me that I was supposed to take the medicine as written, and that was to take one pill every twelve hours. After discussing why this was important to follow, we came to a mutual understanding and he would give me one last try. He then proceeded out of the room where the nurse stopped him to show him that another prescription had been filled on November 08, 2017 and was written by one, Roger Clapp. He came back into the room and said it was time to get a little rude because an agreement had been signed that I would only get pain medicine from the clinic, as I tried to explain the fact that I had just had surgery on November 07, 2017, he stopped me and was telling me that it's not like I am 18 or 19 and just learning the world, and why I did not call and get an okay for the pills. I truly was not thinking about that at that moment knowing I was about to have surgery. So, once again we came to a mutual understanding and I informed him that I had not taken any of the pills. Then he just told me I had to bring those pills back, so I let him know that I had the pills downstairs and would bring them back.
Once I made it downstairs, I got the pills and took them back up to his office. The nurse, Mrs. Joy, told me to allow the previous patients to come out of the room and then I go in. Once in the room, the nurse came in and got the pills and counted them. Once counted, she emptied them into the needle (or the waste) dispenser on the wall. I asked her what was I supposed to do since my insurance had just paid for that bottle of pills to be filled and I would have to wait until a certain time frame before they would pay for some more. She was telling me that I had to wait thirty days from the date of the last prescription that Dr. Shows had given me to get the prescription filled. I was trying to get her to understand that I only had three pills left I could not fill the prescription until the prescription she had just thrown away should have been taken up. She kept trying to explain to me when I could get it filled, and I was trying to explain why that would not be possible. She said something and left out the door. Two to three minutes later Dr. Shows comes in saying "You can take your rudeness and disrespectful somewhere else. You can get out my clinic." I tried to tell him that I was not being rude and he says, "You still being smart, don't worry about it, you terminated from my services." I kept trying to explain that I was not being rude and to ask the nurse, but the nurses would not say a word. He then stated "Where is my prescription at, give it back." I told him they were downstairs, and he said, "Well I can have the security guards to escort you out of here and get my prescription." He would not listen to anything that I had to say. He just kept saying that I was terminated and he wanted his prescription. All I was trying to get them to see is that the pills they poured out had already been covered by my insurance and I wanted to know what I needed to do, but he was not hearing anything that I had to say.
My friend, Kimberly Christy was in the room with me when this occurred because she walked back up stairs with me. I was already in pain and Dr. Shows had informed me that he was going to send up a request for an MRI to be done, but know I do not know which way to go. The whole thing about it is, every day is not the same. I have some good and bad days with the fact that I have multiple injuries from a car accident. The Rush Pain Clinic was the first clinic that seemed to be able to get anything done, but after this day, I will never step foot on their premises due to the way I was treated.
I will thank Dr. Leland Lou for the great services that he provided, but his counterpart truly hurt my soul today. I have never been rude to any healthcare worker that I have encountered. I have never felt as low as I did today, and without justification. I was merely trying to get the nurse to see what issues I was going to have with the fact that the pills from Dr. Clapp had just been filled. All thirty pills were accounted for. All that could have been said was, "If there is a problem at the pharmacy, just have them to call and we will clear up the misunderstanding." No, that did not happen. Everything went left and without a just cause.

In Feb, 2016 I went to Queens Hospital in Honolulu where I spent 7 days. After HMSA and Medicare paid there was a balance of $1748. UHC denied the claim telling hospital that they needed more information. This was unknown to me until I received a bill from a bill collection for $1748 in Sep. 2017. After dealing with UHC for 6 weeks they finally said that they will send Queens a check for $848 in a week or so. Still trying to decide if I want to get a lawyer to help with the outstanding $900
In 2015 my wife was undergoing cancer treatment when UHC stopped her health care saying that she had reached her lifetime limit. We found this out 6 months after UHC dropped her health insurance. When we asked why UHC did not tell us we were told that we should keep track of our bills.
Most interesting as how do we know how much UHC will pay for different services

my daughter is over 13 but has a mental disability and can't be left alone before or after school. I submitted the United Healthcare approved form that my daughter's physician filled out and signed to indicate the above. I finally obtained my 1st requested reimbursement after filling a complaint. I later received a call from a United Healthcare supervisor stating the physician form was sufficient and would be valid as long as my daughter is listed on my insurance policy. I then submitted a claim the next month and denied again. i was informed a mistake was made but I would have to wait 10-15 days for the review. Of course, I have already paid for the childcare and need the funds returned to cover other bills. They could care LESS. I will just stop the deduction during open enrollment. I can't imagine battling with them every single month. They are holding my hard earned money hostage.

59YO female, BMI-27, snores, DX with MODERATE OSA-AHI16. HTN x 10 years; tired all day even after waking up... UHC denied SPLIT NIGHT PSG- stating- NO COMORBIDITIES. Case A031257396; Prior auth rep would not speak with me. Only provider. Just so happens I am an RN and write Medical Board Reviews for the MILITARY for two years and know MORE about OSA than PCM. I had to twist PCM arm just for the referral for PSG. Am on CPAP but believe I have Central APNEA which requires BIPAP. Daily REspirations are 8-10. UHC obviously doesn't know implications of long term OSA has on the body- AMI, CVA, dementia. This shows the greed and incompetence of medical providers who work at UHC just to save a buck in your pocket but in the long run have greater expenses for health problems, complications and hospitalizations. Cell: [protected]. if I do not hear from UHC within 3 business days I will be writing the Inspector General and Insurance Board of Minnesota. A concerned patient. Annette

Spent 40 minutes on the phone, most of which was spent on hold, and talked to 4 different agents. Only managed to update my address, but needed to change my plan. Finally, I just asked to have a salesman come and was told they will call me, probably today. Last time I had to change plans it took 4 calls to finally get the right plan. Each agent promised they would get me to the right person. Considering a different provider at this point. Worst customer service ever! They don't know what they are doing.

My mother is at the centers at st. Camillus nursing home in syracuse ny.
She almost died in august of 2017. At the time she had the uhc nursing home plan. The np christine wasn't and isn't capable of taking care of a guppy. I fired her on august 31, 2017. She snapped at me that I didn't have the authority to fire her. Wrong! I have had and been taking care of my mother since july 1, 2005 when she was hit by a car. Then she made my mother sign a release of insurance form. I let her, but mom is not to sign anything. I didn't care that she lost her insurance, as long as she got away from that incompetent [censor].
I received a letter telling me her uhc was canceled. I called the number on the letter got a lady in georgia, who connected me to a man in michigan. This was on september 11, 2017. The man in michigan told me I would get a call in 24hrs. To get the insurance back, but not the nursing home plan. With all the crap we've been through I got shingles. I was suppose to leave on vacation on sept. 17th. On sept. 15th I called my insurance agent. I explained the problem, she dropped everything and came to my house. She spent at least 1 hour on the phone with uhc to see if she could sell the insurance to my mother. At 5:00pm that day, she my agent got a call from an agent tina, that takes care of the nursing home insurance. My agent did not want to step on toes and said to call tina on monday sept. 18th. I'm on vacation in vermont and had the social worker have tina contact me. Tina said she does nursing home insurance. She asked me to meet her wednesday at st. Camillus to sign papers. I explained I was trying to enjoy a few days away. We planned to meet on friday sept 22nd at 11:30am. I cut my vacation short. At 11:00am on sept. 22nd tina call me that she doesn't have the papers. Really! She had a week! I was an am pissed at the treatment that both me and my mom has gotten from uhc. I called my agent, crying! She came to my house and in a few minutes, mom had insurance again. Tina wanted me to meet her on monday sept. 25th at 11:30am to sign the papers. I did the same thing to her, I called her at 11:00 and told her I didn't need her. She was not happy, sorry! I don't appreciate the way uhc has treated us. No return calls. No nothing. Then that stupid tina complained and turned my agent in. She is a [censor]. I planed to change my mothers insurance because of this crap. The only person that helped me was kelley king. She should be running uhc. She is an independent agent, but the only one that listened to me. I have bad mouthed uhc to every one. I hate uhc you have no one with a brain. I have sent letters, called and today spent 1 hr going from 1 887 0441 to [protected] to [protected] from victoria to theresa? What the hell! Get your company together.

I submitted a eligible reimbursement claim in April 2017. I followed up and confirmed that paperwork was received. I was told that it could take about 3-4 weeks for reimbursement. I called a month later, and was told that nothing was processed yet. I called a few months later and was told paperwork could not be found. Finally, my paperwork was found but I was told it was still pending. I called again a month later and was told the claim was processed and closed. I would receive a check within 10-14 bus days. I never received anything, so 2 weeks later I called back, only to be told the claim was closed but not processed because they were unable to obtain the provider's TIN. The rep told me they would contact the provider again to get the TIN and resubmit the claim. I called a month later and was told that was not done. I called the provider with the rep (Amy) on conference and received the TIN. The rep (Amy) stated that she would submit paperwork with TIN info and expedite the request. I called today (09/27/17) and was told by Mark in the claims department that that was not done, so he would need to submit the request today.He stated that it will take ANOTHER 10-14 days before the claim is processed.

My daughter Taylor King had been in and out of 2 different hospitals Emergency rooms and urgent care. We finally see gastrologist and he ordered a EGD at the hospital and the insurance company is trying to tell me it can take 72 hours for Authorization after they physically talked to the dr and he said it needs to be done today. I have called and spoke to a number of people and so has my dr and his staff and I have been sitting at St. Joseph's Hospital sine 8:30am waiting for them to get it overridden. We we first told 20 min or so then now 72 hours, I. Drovr over and hour to get here and pulled my kid out of school and am missing work. What I want to know is if you have spoken to the dr performing the procedure and who requested the pre/auth why am I still waiting and how much pain does my daughter have to go thru for you to approve her well being and care. What type of service is this!

I am a nurse who was diagnosed with colon cancer and began treatment of radiation combined with chemotherapy prior to surgery and followed up with chemotherapy. My last chemotherapy round was in April of 2017 and consisted of chemo infusion in the clinic and then taking a pump home for 2 days where chemotherapy was infused 24 hours a day for two days.
I received a bill from UMR saying they didn't feel the pump for home was medically necessary. I told them it was protocol to treat my cancer this way.
They did not respond and gave my account to the infusion company to bill me privately. I was covered by UMR through work and then paid privately through Cobra until I could return to work. I am shocked that the insurance I paid for would not cover my chemo for home. If I didn't carry insurance I would not be so surprised but I carried the top insurance and paid heavily to be covered during this period.