United HealthCare Services
reviews and complaints

Hi,
My name is Donald McKee, Member ID [protected]-00, DOB 12/31/1935. My complaint is regarding the payment to Coastal Dental for my previous cleaning on 7/13/2018. The dental office tried to charge me an additional $20.00 because you paid only $29 of the $49 required for the cleaning. I spent about 5 hours with about 8 of your representatives trying to resolve the problem. Finally Coastal Dental gave up and stopped arguing and accepted the $29.

7 of 8 of your representatives argued that since my co-pay was $20, your companies' payment of $29 added up to $49 and that was all that the dental office should receive. Once I had calmed down and gave this some thought I realized that we were wrong! Let me give you a hypothetical case to show what should have happened. Assume I went to see a specialist. I paid my co-pay of $45. The specialist performed a service and sent you a bill for $200. According to your list of the cost of such services he was only entitled to $100 so you sent him a check for $100. You wouldn't send him a check for $55 and tell him he already got $45 from my co-pay.

Since you do this for a living, you have a better background and can determine what is correct. I feel we are cheating this company. As a Christian I have to obey my feelings and plan to pay the dental office an additional $20 just as I did last year.

Thank you for considering this situation.

Donald McKee

I am starting a new job and one of the plans offered is UHC. To ensure I could continue seeing my current physician and confirm prescription copays, I called [protected] three times on 8/9/18. Twice I was told I needed a group number in order to explain what's offered. The company, District of Columbia Public Schools (DCPS) could not be found by name, but they employ over 10, 000 people. The third time I called with group number 712971 provided by an HR employee of DCPS, and the agent was still unable to find any explanation for the plan and consistently told me there is no information because I wasn't enrolled by my employer. I reiterated I was trying to make the decision to choose this provider and asked to speak to a manager. I was told, the manager is busy on another line and the manager has the same information that the agent was currently giving me. I asked to be disconnected because I wanted to answer the survey questions, but the survey never began. If it's this difficult to get simple information, you have just lost another customer.

In my opinion, United Health Care is the WORST provider out there. Rude customer service people that must have a 5th grade education giving out incorrect information. I have found quite a few of the provider that they list have dropped UHC and will not accept members. Calling their corporate office is just as bad. AARP should drop them like a hot potato. Even a zero pay pal is NOT a good deal with United Health Care, the lowest of the low. Do yourself a huge favor, stay away of UHC!

received therapy and UHC denied claims, stating I wasn't responsible for payments. Months and phone calls to find out why. Therapists insisted they were on UHC and Live and Work Well panel. It was not uncommon to have problems getting paid. Well, as a client, I was not aware your therapist had to be Medicare eligible, although Masters Clinician.
I simply want UHC/Optum to accept an appeals claim. For 5 days and over 15 hours of transferring to 6 or 7 Optum numbers, repeating that ID NO.- No one handles an appeal of that type.
I know the therapist has a responsibility here, but felt after so many years, UHC could at least accept an appeal. No website info, only via phone calls and the scripted answers. And finding another therapist thru their sites is enough to elevate your therapy from CBT to a medicated in-patient process.
For a major company not to even have a vehicle to file an appeal is ridiculous. Told me to call AARP or Medicare.

Angela "Renee" Harvey is a 51 year old lady with acute, progressive, disabling MS, who cannot work because of her symptoms, which are worsening. and is at risk for quadriplegia. We have ordered routine therapy for such a patient: IV solumedrol 1 gram IV qd for 3 days; followed by an oral Prednisone taper; followed by treatment with a long term MS preventive drug such as Tecfidera. For 2 days we have spoken to at least a dozen employees of United Healthcare, not speaking to a single person who can authorize any of these treatments, or who can tell us who might be able to authorize these treatments, and refusing to allow me to speak to any person able to perform a peer-to peer review; denying that there is any medical director at United Healthcare to whom I may speak. This is malpractice, immoral, and illegal.
Rollin James Hawley, M.D. Neurology Consultant, 2900 Lamb Circle, Suite 350,
Christiasnburg, VA 24073, [protected], FAX -0387, [protected]@georgetown.edu

Hello,
I just want to mention I've been going through this for a month or so with united healthcare which is the worst insurance I had so far! I call the member line to ask a question and they don't give right answers then blame me for that and that I should understand my insurance and that they're not going to cover the service that they said they would. First I go to my primary care physician and get referrals as my plan requires that but then I ask my insurance when my doctor gave me paper referrals if it's ok so the member services rep tells me it doesn't matter paper or online referrals both are ok so I do that and use my paper referral finding out after a few weeks it's not and wasn't used towards my insurance and I have to pay full service when I have an insurance plan with reps who don't know anything about their job. Then I call to mention my previous conversation but then they tell me it's my fault and my primary care physician fault and they won't cover the service! Tell me about customer service and how those employees actually have jobs till now then I call someone in the claims department who literally tells me none of these claims will get covered and doesn't go to listen to the conversations that happened through out a month and when I get frustrated he dares to tell me if you don't lower your voice I'll hang up the phone on you and you'll be gone! Reps name is Dan! And a lot of other reps before him giving me wrong answers and blame me at the end for not understanding my [censored]en plan! A bunch of [censored] working for crooks! I'm planning on taking all this to an attorney and see if there are legal actions that can be taken and to find all those [censored] who work for this [censored]en company and don't know anything about anything and dare to talk to members who pay for their plans which keeps their jobs like that!

I am very unhappy since, my employee plan changed to the Medicare plan. Your customer service representatives sound like I'm bothering them. Believe me, I don't want to bother anyone, but I cannot find the information I'm looking for on this horrible website that is slow and provides little information. I can't even find a processed and paid date for a claim. There is no way to print a claim as there was when I had the employee plan. Signing in is always an issue. I also cannot stand Optum or Briova. They are even worse than UHC's customer service. They cannot get one order right! I don't care if I have to pay more for prescriptions, I'm using an alternative company.

The website address I'm complaining about is: https://member.uhcmedicaresolutions.com/guest/login.html

My former employer website was great and is: https://www.myuhc.com/member/prewelcome.do

Why do you make it more difficult than it needs to be for seniors? The Retiree website is so much more difficult to navigate than the active employee website. Your links to Optum and Briova don't work at all. I am not a novice to computers, but you need to be a rocket scientist to find anything on the retiree website.

Unsatisfied consumer!

March 19th - Mailed Claim
March 27th - Faxed Claim
May 7th - I called UHC to find out about status on my claim. No one knew... was put on hold several times
May 16th - I called and asked to speak to a Supervisor. Ruben - Supervisor said give him 24 hrs to locate fax I sent back on March 27th from another Dept.
May 17th - Ruben call back and told me nothing was processed regarding my claim back in March. He said he will keep me posted.
May 26th - Not hearing back from Ruben I called and was told "it was still processing".
June 5th - I called and a representative said my claim was for $35 it was not for $65. I said my total claim from day was was for $65. Then for the first time she said "TB Tests are not covered". I said "No one told me this to date, not even Ruben". She said she was going to sent my grievance to a manager and to expect a call.
June 6th - Heather Griffith called and said my claim amount in system is for $35. I told her I never put it in for $35 it was always for $65. So she adjusted the amount on the system to $65. She said she would also put in a grievance in the system.
July 2nd - Jami Alfaro calls to say only $35 is for the claim could not see the other $30 receipt with backup documentation. First person, in UHC that has a direct work no. and an email address. I emailed the $30 receipt with back up paperwork that seemed to have disappeared off my original claim.
July 3rd - Since Jami Alfaro has a direct work no. and a work email. I was able to email her the missing part of my claim for $30 that UHC lost from the beginning.
July 3rd, 5th, 6th, 9th and 10th - Called Jami direct work no. and each time it goes to voicemail. No reply either to my email back on July 3rd.
July 10th - Sent Jami an email to see why UHC is not responding and this is what she emailed me "I am really busy since I have been out of the office I can not guarantee that I could call you at any certain time, and I can not keep emailing you back and forth due to company polices".

So my claim of $65 got lost through the cracks in March 2018, no one in UHC from Supervisor down can give me a straight answer. I will consider my $65 lost and my time wasted in numerous calls to UHC.

Customer service for claims is horrible. Consider your claim lost in the united healthcare black hole the minute you mail and/or fax it in.

the nurse is seeing some patients and telling them that the home health is not doing their jobs right. and the turning around and giving our patients to her friend who works for hospice. I don't like that she is suppose to be a professional but yet she is putting our company in bad with patients because she wants to help her friend get referrals. This particular pt is all coherent to person/place and time.

The UHC plan for the state of MO is suffering greatly due to the poor management and constant harassment by the provider services supervisor, Brandon Thomas and project manager, Rebecca Profest. The providers and staff both are frustrated due to the lack of poor education and training provided to both parties.

For example, in member services when an agent is struggling and there is a chance that the KPIs for the month won't be met, the agents are pulled off the phones to ensure no other mistakes are made that would jeopardize the projected bonus for the month. This plan is now being implemented on provider services. This is cheating UHC out of their money in my opinion.

Provider services has met their numbers for months on end, however now are struggling. Not drastically but suffering nonetheless. The trainer is not training them properly, there is no refresher training going on or anything to keep the agents fresh. They are chastised for not meeting numbers but not given the necessary tools to get them back on track. The trainer is sitting all day doing absolutely NOTHING when she does not have a class. Not even in jabber to assist with questions that may arise during the day. Rebecca has done nothing with this information when given feedback from the agents. She is allowing her to do whatever she wants.

Providers are calling in to have the agents review full policies and manuals with them when this should not be happening. however, Brandon has instructed them to embrace the gray which them contributes to their AHT not ever being able to be met. The providers call in and request Brandon to have claims paid and he gives them false hope even for things that are in black and white. Then after this issue of theirs is not corrected after he has given them the appropriate modifiers or codes to use, they complain to the agent and then Brandon has a hard time remembering even assisting this provider which then ends in a negative survey on the agent.

Agents are being targeted by Brandon whenever they register a complaint against him with HR. They are targeted and mistreated in hopes they will go ahead and quit. An agent in particular, Karen DeVose. He is doing any and everything he can to get her fired. No matter if legal or not. She made a complaint against him docking her timecards and she won that complaint and ended up being compensated. Ever since then, she is picked apart every single day. Her calls are reviewed more than others, she ends up with more failed audits even if it is for something that could have been feedback. This is also the situation with the UES ambassador, Jennifer MOrris. Strong agent, but she questioned him one time and she is being targeted now. Has the most surveys of the provider side but she is not being used to coach the others to get their UES scores up since he is not fond of her at the moment.

Another issue: the disrespectful emails and jabbers in regards to the BM, Laquina Washington. She is being completed disrespected and presented to be incapable of performing her job duties. They have made multiple complaints against her to the health plan in hopes of getting her replaced. The inappropriate memes and slick comments via Jabber, were too much. An audit was performed on Jabber and email usage when the plan first went live back in May of last year but another one should be conducted and you will find all kinds of things.

The attrition rate for provider services is higher than ever due to the poor leadership and blatant favoritism displayed. There is no trust and no desire to get the staff back into shape other than issuing write-ups. The appropriate training or coaching is not there and the stats, agents and most importantly providers are suffering.

Multiple emails have been sent to Rose's HR Dept by multiple agents but most issues go undressed. The plan is suffering and the complaints against the health plan are becoming more frequent.

I was schedule for back surgery on 6/25/2018. The surgery was scheduled 2 months prior to the surgery date. I was informed at my pre-op appointment, 1 week prior to my surgery. That a peer-to peer was required. This was not completed and surgery was re-scheduled for 7/6/2018. I was again informed at 5:00 pm the day prior to surgery that surgery would again need to be canceled due to insurance only approving part of the surgery. Meanwhile, I'm in pain. I have scheduled off of work. My shifts are covered. I don't have the kind of job where I can just go to work when plans change. I have called UHC multiple times and I get the same run around. They just take your money and look for any reason to not pay for services needed!

I paid around 1800 dollars to visit emergency and other than that 166 dollar bill was due to be paid by insurance company. I waited for a month and then I received notice from the hospital stating the bill was not paid. I called uhc and they told that they are going to settle the amount within 10 working days. I called the hospital and told them the same. But I again received a notice after few days that they haven't received anything. Then I contact uhc again on their helpline and they told it will take another one month to settle the dues. I contacted the hospital and they said pay at least 10$ so that they can hold it. I did the same. After one month I again contacted uhc and they said they are not gonna pay it. Is this how an insurance company works?

Is this the way they serve their consumers?

I am paying money but getting nothing out of them. Completely useless and unprofessional behavior. They are making people fool and wasting their time.

Received one month supply on 4/26/2018 for $20.00 copay.
Was informed that my refill for today 5/5/2018 would be $40.00.
When I called to inquire about the change 5/5/2018, I was told to go back to the pharmacy and was rudely cut off from the conversation. Spoke to both united representative (tara) and representative for the prescription service.
Member id #921142993, group # 713585.

Please reply via e-mail. Thank you.

Our family has one account - who needs to keep track of multiple family logins for the same account - stupid! I am on the account but Kimberly wouldn't give me any help or service when I got locked out of my account. Unacceptable. I am the wife of the policy holder and on the account myself - I am not a girlfriend. Why do things have to be so difficult - especially for a service that we PAY for! This isn't free insurance! No form of customer service at all.

She has been trying to get her Nissen Fundoplication/hernia repair surgery approved since Feb 2018 and has been denied twice. UHC isn't even reading the paperwork that Dr Don Selzer from IU Health Hospital is sending to them. They are denying saying it is bariatric surgery and laparscopic and they do not pay on either. Well-it's not bariatric and Dr Selzer has send the 2nd paperwork in with every other sentence saying this is not weight loss surgery. She has severe acid reflux which she has went through all testing to prove how bad it is and hiatal surgery repair. Prescription acid reflux meds do not help her at all. Also I tried to call your phone number busy and cannot get through. The customer service at UHC is not helpful at all and told her there isn't a denial dept and won't let her talk to denial dept(which there is-because she has talked to them previously) and they say they cannot transfer her to a supervisor which is also a lie. Our next step is a letter to CEO OF UHC. If someone that can help will call her- [protected] after 3:30 eastern time.

On April 20th 2017 I had a knee replacement done at New England Baptist Hospital in Boston.
I had my primary care send over a referral for 90 days which was what I was told to do. I had 3 follow up visits after surgery which were supposedly part of the original surgical protocol. The Dr. office scheduled my third post op visit for July 21 2017 . I was not notified by either United health care nor the Drs office that i didn't have a referral for July 21st as it had expired. On March 30th of 2018 I was notified by the Dr's office that I could not see the Dr. for my yearly check-up as i had not paid my bill from the previous July 21 2017 had .I then spent the next 20 days trying to resolve this . I made at least 5 phone calls to customer service each time having to talk to a different person and each time i was told it was all taken care of . as of today April 20 2018 it is not straightened out. This is my second year with United Health and rest assured it will be my last. I have had 7 hip replacements and a knee. The only reason I am walking today is because of this Dr. and now I cant see him again until I pay this $225.00 bill. I do believe that this problem originated with The billing clerk, but United should have contacted me as soon as they knew I needed another referral.
Your customer service department is a disgrace.

my name is
Sandra Cole
147 PIne Avenue
Sturbridge Ma 01566
[protected]
I have AARP Medicare complete
Member ID [protected]-00
Health Plan [protected]

Hey United Healthcare your representatives are getting more rude and rude everytime we call them. I spoke with a provider services rep named Beth K. and she is so rude, keeps cutting me off when i was asking her questions and sounded annoyed when i ask her questions. no courtesy at all, no pls and thank you, i asked to be transferred to the PA dept and she just transferred me without saying anything. i udnerstand they get many calls like this and i work in the same industry but i make sure that i am nice and polite. I was also transferred to Amy Wolfe from the PA dept and she is just the rudest person ive ever talked to. she keeps cutting me when im in the middle of telling her the reason i was calling, and same thing, she sounded annoyed and mad that im calling her. these people shouldnt be working in customer service if theyre just going to be this rude.

One surgical procedure was done for my husband on 11/14/2016 that resulted in an EOB created 02/14/2017 for the total charges of $13790.00. At that time, one line item on the claim was denied as duplicate. UHC processed the claim and I paid my share to the provider(s) also in February 2017. On 5/10/17, UHC created another EOB reversing 100% of the original charges. On 3/22/18, UHC created two more EOBs again reversing 100% of the original charges. On 3/22/18, UHC created yet another EOB (5th on in the chain of EOBs), reprocessing the entire bill and recoding the line item that was denied. Now UHC is claiming that I owe an additional $698.53 to 'clean and stich the wound' that was already paid from the same EOB for $492.39. Not only is the line item still a duplicate but the entire resubmittal goes against the UHC claims appeal process that states that appeals must be submitted within 12 months from the original EOB. I am trying to work with the UHC online messaging system for resolution. A UHC rep named Harry K who has not read the UHC appeals process document carefully is trying to convince me that 5/10/17 is the right date for the original EOB. If this is not resolved by the end of this week, I am taking UHC and Harry K to court for harassment. Needless to say, 2/14/17 is not and never will be 5/17/17 and 2/14/17 is more than 12 months so therefore Harry K is dead wrong and on his way to being fired.

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.