United HealthCare Services
reviews and complaints

I have received yet another denial letter from UHC in response
to my BBB complaint.

They basically rehashed their denial stating it was just an "estimate" and referred me to the "Why Costs May Vary" section.I would understand if they gave me a different amount for my Out of Pocket expense (say $100 & that in actuality it turned out to be $150), but they told me it was 100% covered for a 57 yr. old & that my Out of Pocket amount would be $0. Had they told me it was only a covered benefit for adults 60 yrs. of age or older or that it would have been 100% covered if I went to the pharmacy to get the shingles vaccine, I would have waited the 3 yrs. (now 2 yrs.) to get the vaccine or gone to my pharmacy where it would have truly been 100% been covered.

They gave me the wrong information & will not accept responsibility for their mistake. I was never given the external review from someone outside of UHC even though I had asked for an external review 4 times.

They have basically given me the runaround for 16 months in the hopes that I will give up. They hide behind jargon and twist it to their advantage.

Any average person being told "Good Job on Preventive Care" & that the shingles vaccine is 100% covered with $0 Out of Pocket expense would assume that it is a covered benefit. Why would you think otherwise? They are exhibiting "bad faith" all around. After all this, wouldn't it be a sign of integrity and responsibility just to pay the $210 instead of spending probably hundreds of man hours and dollars to continue to deny the claim.

Every correspondence ends with "Your satisfaction is important to us." That is so very far from the truth.If that was true, they would have paid this claim long ago & not ruin my credit by having the claim go to a collection agency.

Original review posted Feb 04

Prior to going to my doctor on 10-23-2014, I used the UHC estimator on their website to verify coverage for a shingles vaccine. I was told that for a 57 yr. old, it was 100% covered & "Good Job" on preventative care.

That information was absolutely INCORRECT!

I have been fighting with UHC for 16 months now. They state that it was only covered if I was 60 yrs. old (which is not what their estimator said). It stated that I would have $0 out of pocket cost. If they would have told me that it was only covered for 60 yr. olds, I would have waited the 3 yrs. to get the vaccine.

I appealed their decision that the bill was processed correctly. They kept changing whose responsibility the $210 was. I had asked for an external review 4 times & was never given this option. All the reviews were internal reviews done by UHC so what would you think the outcome would be, of course in their favor.

I had informed UHC that my pharmacist told me, after the fact, that had I gotten the shingles vaccine from him, that it would have been covered. My 57 yr. old husband did get the vaccine from our pharmacist & it
was indeed 100% covered. I asked why UHC didn't tell me this because I would most certainly have gone to the pharmacy to get the shot & saved myself all this grief.

I have 100 pages of documentation with UHC & about 50 phone calls & emails to them.

On [protected], they sent me a letter stating "You have no responsibility for this claim. The provider cannot bill you for the difference between the contracted rate and the billed charges". I forwarded this information
to the provider & thought the case was finally settled.

Imagine my horror when I received a call from a collection agency stating that I owed the $210 & that UHC reprocessed the claim again & now I was responsible for the bill. UHC didn't even have the decency to contact me to let me know. I had to find out from a collection agency. The agency informed me that they would report me to the Credit Bureau & ruin my credit if I did not pay the $210 by 2-14-16. My credit score is 840 & I have never had an issue with bad debt prior to this nightmare.

I was at my wit's end & sent a letter to the CEO of UHC. He forwarded the letter to their Consumer Affairs dept. I just received a letter from them again stating they would not pay. In the letter it states "You may
wish to check with your pharmacy regarding whether they will reimburse you for the charges." Because I have been fighting this for 16 months, we don't even have the same pharmacy provider anymore. Like I said, had they told me to go to my pharmacy to get the vaccine, I would absolutely have done that.

I have been given the runaround by UHC & they will not accept responsibility for their error. The letter I received from their Consumer Affairs dept. is a joke. She states "If you have a question on what your plan
will cover, call your medical claims administrator's customer service dept." I have had many, many conversations with "customer service" & they have been absolutely no help whatsoever. They tout their estimator as a great tool to be used by subscribers. How great is it when it gives INCORRECT information. Her statement to call customer service after using the estimator basically tells me that they have no faith in the accuracy of their estimator. How do you run a business like that?

I feel I did everything I was supposed to prior to getting the shingles vaccine & I relied on the information I was given by UHC, which turned out to be FALSE. Isn't it reasonable to expect that the information you are given on the company's website is accurate & shouldn't they stand by that information?

"Under the law of most jurisdictions in the U.S., insurance companies owe a duty of good faith and fair dealing to the persons they insure". I do not believe UHC is meeting that obligation. They have basically given me the runaround time & time again. They are exhibiting "bad faith" all around.

I do not want my credit ruined because of this. I have worked in the healthcare field for 33 yrs. & am very knowledgeable about insurance. I give patients estimates as part of my job & if I feel the estimate is not accurate, I will not give the patient the estimate. I do that rather than give them wrong information. Unfortunately I cannot go to the Office of the Commissioner of Insurance for our state because this is a self-funded plan. I have filed a complaint with the Better Business Bureau. I find it interesting that UHC's score is "D-" according to the BBB & rightfully so.

You cannot believe how frustrating this has been dealing with UHC. If I had a choice, I would never choose UHC as my health insurance carrier & would never recommend it to anyone.

Recently, my parents moved from one county to another, then 7 months later, moved back to the original county. We notified United Health Care and Social Security, along with banks, phone company, gas and electric and water etc... The change of address information was mailed in, in writing AND over the phone, prior to completing the move, which was during November to UHC. No representative at UHC ever mentioned or notified us about any other changes in plan policy due to the relocation, and the change of address was the ONLY thing they noted, (BUT LATER ON IN FEBRUARY, WE FOUND OUT THAT EVEN THAT WAS DONE ONLY ON MY MOMS POLICY. )
December rolls around and my father was still able to get his monthly prescriptions without a problem, BUT for my mothers medication, the pharmacist informed us that her insurance plan ceased as of Nov 30, 2015.
So, we had to call UHC, several times trying to figure out why it would get cancelled, without any notification, or warning, or courtesy call. We come to find out, because of the change of address, her previous plan had to be changed, so we had to re-apply for another policy. I don't know why they couldn't notify that info to us, when we informed them of our change in address. So obviously, they were aware of our change in address, because otherwise, my mothers plan would not have lapsed 11/30/15. So, instead of them providing us with proper care in making sure we have insurance, in which they should because that is their business is selling insurance, they just let it lapse, and with NO notification to us, we did not discover this until half way through December, when she was denied her medication because her policy had lapsed. But, why only my mothers policy and not my father's policy, when we notified UHC of the change at the same time?
So, we called UHC customer svc and sales agent reps back n forth few more times, and finally they informed us that her policy lapsed because of the different area, and that she would have to apply for a policy plan for her new address. Well had we known, this should have been done back when we notified them of our address change.
So, for my mothers policy, it had lapsed in November, she was not covered in December, so we had to re-instate her policy in December, but would not be in effect until January 1, 2016. So she had to wait to get her medication until January.
So, having to go through all of this, I inquired about my fathers policy plan, and had UHC check. I inquired and pressed the issue, why is one policy in need of all this re-application for an address change, and the other policy is still in effect? Could you check to make sure for both policies, in regards to the policy plan, address, phone number, and make sure that my father's policy isn't overlooked or policy lapse without notification.
The rep at UHC, told us that my father's policy is ok, they had the current new address on the file, and as of December and January, encountered no problems getting his medications or doctors appointments etc... So naturally, my fathers policy must be ok and did not need to go through all the re-applying for a new policy, as my mother's policy did. BUT WHY, I kept asking them, during December when my mother's policy lapsed, and again in January, just to make sure my mothers new policy was in effect, and to bring it to their attention in January, just so my father would not have to go through all of the crap my mother had to suffer during December, when the policy lapsed without any notice.
Then, in February, we are thinking after all of that, numerous hours spent on the phone with UHC cust. svc and sales depts., and about a dozen different reps, that everything was ok and in place. BUT NO, ... February, after a doctors visit, and blood test work, my father goes to the pharmacy for some new medication and refills, when the pharmacist informed us that his insurance policy lapsed as of January31, 2016.
I was very very upset at that point in time. After all of that numerous times and agents on the phone, as I informed about the address change in November for both policies, after finding out my mothers policy lapsing in November during December because of it, and with no notification to us, and having to reapply for a new plan which was no good to us until January, and as I had pushed the issue about how and why would there be this difference between two policies, (my mothers and fathers), and in my attempt to avoid what had happened with my mothers policy from repeating itself on my father's policy, I had kept inquiring about it, and their reply was, not to worry about it, his plan is still in effect and that UHC has the new address in file, and that it would be able to just roll over...
So, again, I was thinking, both people have the same address, moved and made the changes at the same time, but why would my father's policy not require a change in policy as my mother's policy did back in December? Well, somewhere something and some people were not properly doing their responsibilities, namely being, UHC. As the client, we have no idea about the need for a policy change when moving from one place to another, and we did our part in properly notifying them on a timely basis, mind you, and UHC, having that information of the address change, they did absolutely NOTHING about notifying us about the policy change-over and just simply let it lapse and cancel coverage.

I had spoke with a few dozen customer service agents and sales reps at UHC over the past three months. the sales rep that took my fathers information in February, as I was letting them know how upsetting this is, and that this should have never happened like this, especially the policy lapse without any notices, phone calls or messages, and she was saying that this needs to be taken up to a customer service supervisor or to a higher level or escalated customer service matter, for further investigation on such a policy lapse, in order for us to get this policy retroactive for the current month with no policy in place. It seems like UHC DOES NOT CARE IF THEIR CLIENTS POLICY LAPSES, from a simple address change. And as noted, we notified them of the address change before that month was up, back in November, and only my mothers policy lapsed. That should not even have happened. obviously, they knew that our address changed, and if a new policy is necessary, they should care and value their customers, so their policy stays in effect.
Anyhow, supposedly, a supervisory agent has been notified, but I have not received a phone call back from anyone from UHC, as the customer service agent at UHC informed us, and again, my father cannot get the medication he needs, and have to wait til March... This is not ETHICALLY OR MORALLY CORRECT. ESPECIALLY A MEDICAL INSURANCE POLICY PLAN FOR ELDERLY PEOPLE. THAT IS THE BUSINESS THAT UHC IS IN, AND THEY LET THEIR CLIENTS POLICY LAPSE WITH OUT ANY NOTICE OR NOTIFICATION?

Absolutely the rudest and most arrogant "supervisor", Rodney, who was of no help, very insulting and a waste of time quoted me I would have 2 copays for preventative care service which is wrong, when i questioned him he became very belligerent and insulting. Refused to connect me with his supervisor. This group has told my dentist twice I had no dental coverage. I would say this would be fraud and intend to file a complaint with the insurance commissioner. I have spent 3 hours on the phone with these un educated, untrained people just today. I hope a class action suit is filed for fraud.

I had a UnitedHealthcare policy last year through my previous employer. In October 2015, I started having severe abdominal pain. I went to the doctor and discovered I had SEVEN kidney stones. I had them once before, about 10 years ago, and had to have them removed by sound wave lithotripsy. My urologist determined that I needed the procedure again after the stones would not pass, and set up an appointment at the hospital. I had just started my pre-op procedure (which included fasting for 24 hours) when I got a call from the hospital telling me that the insurance company would not pay for the procedure because it was "not medically necessary." Apparently you have to be dying of a kidney infection (a possible complication) for them to approve the procedure. I spent an entire day on the phone with the doctor, the hospital, and the insurance company before I discovered this. I ended up having to pass the stones on my own, which took a month. At the beginning of this year, they determined that I could no longer use the CVS pharmacy near my house because it is no longer "in network." I had to transfer all of my prescriptions to a Walgreens 30 minutes away, or else pay out of pocket for my prescriptions, which would have cost me over 300 dollars. If my new employer uses United, I am going to decline their insurance and sign up for a policy with someone else. I have never seen an insurance company who cares less about their customers than this one. I hope they go out of business.

My Dr. ordered an MRI after finding a mass in my uterus on 12/19/2015 sonogram. I am scheduled today to have the MRI with contrast completed. I talked with the hospital a week ago before today and they approved the MRI stating that I would only have to pay $199 in a co-pay. I received a call from the Hospital today stating that United Healthcare denied my MRI. I work fo the State of Texas and my Dr. has already found a mass in my uterius with the cheapest test possible. I just dont understand why it is being denied when he knows that there is something there. What do I need to do?

Do not try to call uhc's customer service line.. The time of day does not mater...
After 62 minutes on the company phone the call went until 4:02pm mst which is after 6 pm est.. When they close live customer service...
This company is horrendous..
I have covered my daughter with them on a gold plan for over a year now.
Rates went up this year and they just suddenly decided to change the draft date which used to be on the 20th of the month to the 4th of the month without notice or authorization.
The eft authorization I filled out with them over a year ago stipulated that the draft would come out on the 20th of the month.
Do these people not know that most people pay their mortgages and rent on the 1st of the month...
I may drop uhc altogether as it seems pulling money as fast as possible out of one's account has become a higher priority than providing quality customer service...

For me the UHC Customer Service is the worst I have ever seen. I plan to file a case to local government for this issue. Any suggestions how to file such a case? Here is my story: 1) Switched to Cobra in 09/2015; Premiums paid in time from Sept to present time; No family changes; 2) UHC processed claims for Sept, Oct and partially Nov. Then UHC marked the cobra account was terminated on Nov 1, 2015 without any reason. They did not notify me via mail or email or phone or... at all; 3) My provider in December 2015 called me that the claim was denied because there was no coverage; I logged in to the website, and called the claim department, I was told the service was terminated; 4) Called their customer service, here is their typical answer: "Your service is NOT terminated and active. We will update your service in 24 hours; We are so sorry; Please give me the chance to assist you..." However nothing happened. The status was still "Terminated". 5) Repeated 4) for many times, from Dec 2015 to present time. No progress. 6) later I insisted on speaking to the policy supervisor, and the supervisors typically said the same thing, plus "I will call you after 1-2 business days", however they did not call. Nothing happened. 7) In the meanwhile I also filed an online complaint to their website. No response at all. 8) It seems they could not solve this kind of simple case, so I ask the supervisor, "I know you are the policy supervisor. But can I speak to your supervisor or not, or can you tell me your supervisor's contact info? I need this to be solved", however I got refused.

My husband and I have used United Healthcare through his employer for 30+ years. About 5 years ago, we moved, and my asthma got much worse. I was INUNDATED with information/mail about controlling my asthma. I am well controlled right now, but in December, received a letter advising that my inhalers would be costing $25 each, instead of the $5 each I currently pay. There was no additional information offered about what would be substituted (if anything). After an hour on the phone with the company, I was told NOT ONE INHALER would be covered at the $5 price. Imagine your drugs going up over night by over 500%. Keep in mind, not one, but TWO inhalers per month at 500 percent - and NOT ONE INHALER provided. So much for insurance. So much for preventive health care. So much for 'managing' a chronic illness.

January 1, 2016 Member ID: [protected] Wanda Ray. BD 07/21/1954 Phone: [protected] United Health Care changed my policy without asking me. When it was time to refill my pain medicine was told the medicine wasn't on the list. I spoke to about six people to try to resolve this problem. Was on the phone for hours and hours without resolution. Told me to have doctor fill out appeal so I could get medicine. I talked to doctor two times and they faxed the into to UHC. My doctor has thousands of patients I am sure. Arguing with an insurance co, is probably not on his agenda. He wrote the RX. That is what I should be able to get. Then got a voice mail that request was denied., So I called Optum Rx spoke to more people who told me to call UHC. Called them again and was told to call my doctor tomorrow and have him call and say I had to have this medicine. But appeals take atleast 72 hrs. I need my medicine tomorrow. This company changed my plan, increased my premium and wont cover meds that I have been taking for years. Oxymorphone 10mg. I have had 5 back surgeries, have diabetes and severe pain and neuropathy. If I don't have my pain meds I cant even walk. Was told to appeal and wait. What do I do in the mean time? Go to hospital or suffer. This is so unacceptable. This company is messing with peoples lives. So corrupt. I plan to get in touch with the insurance commissioner and anyone else that will listen to me. How is this helping the patient?

The worst customer service experience ever! Every time you call or email, a different rep. Handles the case, so you have to start all over each time. Minimum efforts are expended by the reps., Who send you in circles, instead of figuring out the real issue and solving it. My problem remains unresolved after 4 months. Something drastic needs to happen here!

As a dental care provider, we do everything we can to help our patients receive the benefits they are entitled to. UMR has our claims in their system for months. When I call or access online, my only option is to receive a fax back or online status. I have completed these options for several claims over 5 times over the last 3 months. Every time the information says my claims are in-process. These are preventive services and should never take this long to process. It is impossible to speak with a live person. Worst dental insurance company processing to work with ever in over 22 years experience. Please call me for patient details if you can so I do not have to enter private info through this portal. Tammie [protected] or Mary [protected]

My 9 year old daughter was born completely deaf . She received cochlear implants on both ears as a toddler. The external parts of the cochlear device (the processors: one for each ear) malfunctioned in early August just as the school year was starting. My daughter put the processors on In the morning before school. She ran downstairs in a panic. She cried "I can't hear anything!" She was devastated! Both processors were down. I immediately called the manufacturers of her cochlear implant equipment and the audiology team that works with my daughter. After hours of swapping out scavenged parts we were able to get one processor to work although it was intermittently failing and would need to be replaced soon. The other processor completely malfunctioned and needed to be replaced immediately. Samantha had hearing in one ear only and that processor was not working well and could fail ANYTIME! She relies on this equipment to communicate with her teachers, her friends, and her family...her world The audiology team and the manufacture said insurance companies may take time to file the claim and give permission to replace the processors. The processors were over 5 years old and due for a replace and upgrade as well. My daughter needed the replacements NOW...so we scrounged up the money and paid over $11, 000 out of pocket. Samantha struggled socially and academically during the weeks we had to wait for the new processors. We are so thankful she is functioning again. I called United Healthcare (UHC) mid September to start the claim process. I am new to this process and didn't really know where to start. The UHC person on the phone was terse and seem annoyed with my questions. She referred me to the website and told me everything I needed was there. (You'd think she'd appreciate the job security calls like mine provide.) I went to the website and opened a web account. It was more helpful. I also relied on the insurance specialists for the audiology team and the medical equipment manufacturer for further assistance with my claim. While I was on my UHC site I noted my audiology team had submitted a claim for her visit in Dec of 2014. The claim had been rejected, resubmitted, and was only reimbursed this past August of 2015. I had hopes that isn't an indication of what to expect. While I was there I also triple checked to make sure cochlear implant equipment is cover. Yes! It is clearly cover! All the claim paperwork and supporting documents were sent via certified mail on October 2nd 2015. I contacted UHC on Oct 15 to request an update and make sure everything was in order. I was told they did not receive the claim for review until October 12 and it should take 10-15 days to complete. So I waiting until Oct 26 to request an update. I was told on 10/27 that upon review they determined the manucturer's invoice did not have an insurance code next to one of the 2 identical processors in the line items. This would need to be corrected by the manufacturer. (I guess that seemed reasonable enough.) I was told they would contact the manufacturer and take care of it. I requested another update to make sure they got the corrected invoice on 10/29. I was told they were unable to reach the manufacture and it could take another 10-15 days. I immediately contacted the manufacture and asked them to correct the invoice and fax a copy to UHC. It took me 10-15 minutes. I sent the chat transcripts from the equipment manufacture to UHC as well so they had immediate electronic confirmation the codes should be identical. I was told it may take 2-5 days before UHC is able to see the fax in their system. As of November 6, 2015, all of the correct information was in place and the review should take 10-15 days. On November 17, MyUHC website showed 2 claims (one for each cochlear processor) had been reviewed and completed. Whew!...BUT WAIT!? On November 18, MyUHC website showed 2 additional claims (one for each processor) that are incomplete. The web site has 4 different claims now. Obviously I am confused and I contacted UHC. Via phone I was told the insurance codes were wrong. Via MyUHC I was told the codes are correct but that medical necessity was yet to be determined. Regardless, both told me it should take another 10-15 days. It is now Dec 2 and I have no idea WHEN or even IF we should expect a reimbursement. I think it is ashame that a parent has to choose providing their child with needed medical equipment or pay the mortgage...DESPITE HAVING PREMIUM HEALTH INSURANCE.

On 3/31/2015 I went to have a "Well Woman's Exam" at my family doctor. A few weeks later I received a bill from LabCorp stating I owed $30.44 that was not covered by the UnitedHealthcare. I contacted my doctor and they confirmed the only requested the panel of tests for this exam and nothing more. I then I was turned over for collections and on several occasions I contacted UnitedHealthcare regarding the bill and they told me my doctor submitted it incorrectly, my doctor confirm it was submitted correctly. Then on a later conversation told me that LabCorp submitted it incorrectly, and on q subsequent conversation they basically told me I had to pay it because of my "summary of benefits". When I argued that I did not ask nor did my doctor ask for any additional testing they said, "Well we were not present at the time of service, so we cannot say how it was handled"? So how do I proceed, if my doctor submits the claim and LabCorp submits something different, how do I fix the problem? Extremely frustrated, as I have not been to the doctor, except for physical exam, in the last 20 years and have been paying health insurance premiums faithfully each month. At this point I have been turned over to another collection company and will have to pay it, or risk damage to my credit rating.

Mastercard issued is useless cannot use at doctors or dentist. Everything must be paid out of pocket first then you are required to submit a claim, can't even pay a copayment. There are only three things my card has been accepted for, copay for medicine, reading glasses and sun lotion. If you don't have an extra thousand dollars on hand to pay for a dental procedure up front your out of luck. I believe they make it this difficult so people won't be able to get all their money out of their accounts.

I purchased this Bronze Compass 5500 plan off the health care.gov site. If you would ask me why I choose this plan it was one simple answer: the co-pay for the pcp was 35.00 and specialty doctors with an electronic referral 75.00 straight out. There are no mention of any co-insurance. All the other services listed show after deductible, co-insurance percentage. There is no mention on all 4 different forms that say different. My original insurance card came with a co-pay 35-75 listed on the front. This was accepted by the participating doctors. After processing they added co-insurance of 30%. My booklet sent out states the same.You actually can still go to the websites and see it described as I stated. They offered to send me a new booklet and sent me new cards without the co-pay on the front. Somehow they believe this makes it okay. I bought a defined amount co-pay and this is exactly what I want. The Pa. state insurance department stepped in after I filed a complaint and had them paid the 1st of 2 claims in full but 3 months later reversed their decision. Now they are threatening me with collections. They should be held accountable for the printed policy. This was an ingenious marketing plan to get subscribers.

Have been Contributing since March of 2014, this company is by far the worst I have ever had the displeasure of dealing with. My wife is an eligible dependent on my Dental Benefits, I submitted the claim for reimbursement for expenses. it's been over 3 months, I have spoken to 4 Supervisors and over a dozen Representatives. All i get are constant lies and promises of return phone calls which never arrive. When they do call you and you attempt to call that number back it comes up disconnected, to add injury to insult, they do not provide you with last names or Rep ID numbers or an extension number to call the agent who is supposedly helping you with the claim. Thus far I still yet to resolve this. I imagine they are prolonging it so they can keep the funds after the expiration date. This should be a crime.