OptumRx
Reviews and Complaints

Every single interaction I've had with this company has been a hassle. They have been extremely slow in resolving my refill orders. Last week I placed a refill order. The order was supposed to arrive by Friday. Never arrived. On Monday I called. They couldnt find the order, so we placed it again. The order was supposed to arrive today. Didn't arrive. I called them and they said that the department that handles that was closed but they could see the order and dont know why it didnt arrive. I have to wait for tomorrow. This is a time sensitive medicine and they just dont care. If the order does not arrive they will tell me to wait another 3 days, but since it is weekend, they wont deliver until monday or tuesday.

I have been calling customer support since Jan 1 (at least 12 diff calls) regarding problems with there WEB site which will not allow me to sign in. I have been told numerous times that I would be called back to resolve the login issue that I have. No one ever returns the call. I need access to there site to confirm whether or not certain drugs are covered by them.

Doctor ordered Haloperidal 2/9/17 for my son. I called to find out why we hadn't received on 2/13/17. I was told that 2 of the 3 manufacturers were no longer making this medication, but that they "found" 200 pills at one of the warehouses & that OptumRX would expedite ship & we should have by 2/15/17. Still don't have. Called & your rep said meds were NOT expedited. My son is out of meds this Friday, 2/17/17.

OptumRx has faxed three of my doctors, insisting on justification for prescribing pain medication. They are basically threatening my doctors with harassment if they prescribe pain meds for me. These letters have gone to my dentist, oral surgeon, and eye doctor. The dentist told me he had been notified by "the DEA" and told he could no longer prescribe short-term pain meds for me. This is absolutely ridiculous, infuriating, and embarrassing. Also, OptumRx didn't bother to notify ME that they were contacting my doctors! The letters to the doctors order them to justify their prescriptions with the reasons for giving them to me, then immediately fax them back to OptumRx. Since when does this "prescription manager" get to decide what my doctor can prescribe for me? In the last year I have had three dental implants ( and, believe me, you do NOT want to go through that without pain meds!), two root canals, and two extractions. This is due to the fact that I have Crohn's Disease, which causes an extremely dry mouth and has ruined my teeth. Yet this company has decided that I must be abusing pain medicine! What right does OptumRx have to decide what is best for me? I trust my doctors to give me appropriate medicine so I can carry on with my life and my job as a teacher and not be in excruciating pain while I do it. The medication is short term and I am in no danger of becoming addicted to it. My doctors all say they have never had any communications like this. I am furious that my doctors have to waste their time responding to this nonsense. My eye doctor even got a letter saying that if he wanted to continue prescribing Restasis Eye Drops for me, that he would have to write a letter to OptumRx explaining why I need it. Well, DUH! I have very dry eyes! What does OptumRx think I'm going to do with eyedrops to "abuse" them? Swallow them? This is beyond annoying. OptumRx needs to stop ordering my doctors to justify prescriptions. My doctors went to medical school to learn how to treat conditions like mine. I trust them, NOT OptumRx!

OptumRX will typically fill your prescription for tier 1 and tier 2 drugs (some requiring "prior authorization") without too much hassle but once you hit the tier 3 drugs they will reject a doctor's prior authorization the first time around requiring you to contact the doctor to submit an "appeal". This of course adds a few more days to what you've already had to wait on and there is no guarantee that this "appeal" will be approved any more than the original authorization. I fail to understand how a mail-order pharmacy can understand the medical needs of a customer better than a physician who has known the patient for years. A licensed physician should need nothing more than to submit the originally requested "prior authorization" and the pharmacy should accept it.

Optum rx is practice medicine without a license, breaching their contract by way of bait and switch.
They are denying medications previously covered, changing the terms of the agreement without prior notice, holding up medications in the prior authorization department without any backup medication coverage, denying an already approved prior authorization, denying procedures and surgery that should be covered, and to top it off you get a different excuses or answer as to why your medication is held up in the optum rx prior authorization department. We pay over $1300 per month for united health care insurance with optim rx for our prescriptions. They have not only denied necessary procedures and surgery, that we then have to pay full price out of pocket, but want us to now pay full price for our medications that were once covered.
Unethical tactics, misinformation, misplaced blame to the doctors or local pharmacy and unwarranted denials are standard practice and should no longer be tolerated! Rather than wait for someone to die at the hands of this horrible company there needs to be a class action lawsuit!
Optum rx prior authorization department has gone way too far in their unfair practice and breach of contract by holding up desperately needed medications on the day it is due, leaving the patient suffering. They have decided to deny the medication (They requested the patient switch to, then requested a prior authorization from the doctor) then when the patient goes to fill the prescription on the day it is due, it is then denied because a demand for a second prior authorization they call "morphine equivalent dose" needs to be done by the doctor's office. This, without warning to the doctor or patient. When united health is called, and after being transferred and on hold for 45 mins, not one person had the same answer as to what this second prior authorization was for. They confuse the issue, blame the doctor for not doing the prior authorization, (Until a letter of proof to the first prior authorization was read). Then after being transferred again, and going through the whole thing all over again, they blamed the delay again on the doctor saying they did not prescribe the correct dosing, when that was not the case.
Then after numerous calls to united health, the pharmacy, the doctor's office, the prior authorization department, 3 days after the medication was due, optum rx states the holdup is because the doctor did not put urgent on the request? This is now the excuse for this whole mess? This was actually not truthful when the doctor made several calls and it was stated it was urgent, not only by way of the medication and the fact that the patient is 3 days late, but the fact that the patient, doctor and the pharmacist stated it was urgent! Again they state in order to speed up the prior authorization on the second prior authorization request the doctor should have written urgent, (On a phone call) ? They gave no medication alternative to use, would not fill the prior medication the patient was on with no problem, and stated they could not do an emergency override on this particular medication to get a 5 day supply, so nothing is done by them!
Optum rx is denying patients medications (They have been using for years without problems) and telling them to switch to something else because they no longer want to cover it, then hold it up in the prior authorization department for days, after it was supposed to be dispensed, leaving the patient in severe pain, withdrawals and worse, is not only a breach of contract but malpractice!
Their solution: go to the hospital, wait for 8-9 hours, to get a prescription (With no guarantee of getting one) , and pay out of pocket? What do we have insurance for?

They lied about contacting me for a refill, fraudulently documented on my account that they had contacted me, fraudulently charged my credit card, and then had the nerve to be rude when I told them to remove my credit card information from their system. Their customer service reps are incompetent and unwilling to resolve issues. This is a terribly untrustworthy company.

Can you help me Our prescriptions are called into OptumRX mail Service but there is all these delays in sending the drugs. Every time you call to check on the progress you get different answers as to why. Often they are back ordered but no update is ever sent. My doctor said he has trouble with them fulfilling other patients orders also. Is there any reason you could threat to discontinue their services till they return to a respectable company that deserves us seniors to buy Insurance that pays them. Some of the meds are life saving and can not go without them

I sent my prescription to optumrx pharmacy. They contacted my doctor and told him that I needed completely different medicine. And also they refused to deliver me the prescribed medicine. However, they charged me for $100, and now they ignore all my emails and messages. I want to return money. Please, if you have good ideas how to help me, post them. Thanks.

Optumrx promised medications for pain, to help the suffering and needy. Prices were very appropriate. Beware. I was fooled. The website is generous, easy and available. DO NOT BUY FROM THESE PEOPLE! They are selling drugs that are illegal.