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1.4 465 Reviews

United HealthCare Services Complaints Summary

49 Resolved
416 Unresolved
Our verdict: With United HealthCare Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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United HealthCare Services reviews & complaints 465

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9:36 am EST
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United HealthCare Services poor customer service

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

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

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

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8:19 pm EST

United HealthCare Services janumet tablet

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

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

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

And it is through my spouse employer ALCAMI CORPN

Thanking you n hoping to hear from you ASAP

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Update by Ishtyaque Chogle
Feb 05, 2019 8:23 pm EST

Very upset n frustrated with the service

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1:38 pm EST
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United HealthCare Services appeal denial, dos aug. 10, 2015

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

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7:47 pm EST

United HealthCare Services supplemental insurance

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

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OneUnhappyFella1020
, US
Jan 14, 2019 12:14 am EST
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I wish you and yours good favor in this matter. I too have found out the hard way that they aren't very loyal to their customers and will take things as far as they can. Make due you keep all documents and notate each person you talk to, that will be very important. May God bless you. Pray incessantly.

A friend~

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2:37 pm EDT

United HealthCare Services employee

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

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9:22 pm EDT

United HealthCare Services medication/ prescription

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

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5:55 pm EDT
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United HealthCare Services cancellation of product

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

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Update by MickeyDoug
Oct 10, 2018 5:57 pm EDT

Its just too bad that Stephen won't change places with some poor slob that he is taking to the cleans...

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2:37 am EDT
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United HealthCare Services independent pharmacy contracting

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

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10:04 pm EDT
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United HealthCare Services harassment charges

I am so frustrated and upset that I found that this company clogged up my mail box with 20 copies of the same billing statement and I think its unprofessional and disgusting for this company United Health care to act this way. One or two copies would of been enough.

Thank goodness we decided to leave this company and give out business to another health care company where I will not be receiving this type of service and this unprofessional manner. I am deeply disappointed in the way United Health Care handles their company and practice as a medical insurance consultant.

If this company send me another copy of this statement which by the way it is not even a billing statement, its just a regular letter regarding a dr. I will personally send this company an harassment suit from my lawyer.

I deserve an apology on behalf of this company CEO.

Thank you
Mrs Donna Epstein

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1:28 pm EDT

United HealthCare Services dental plan

i have being trying to get the health care dental plan to sent me a letter me that verify that i don, t have an active dental policy with them as of 4/30/18 i need this letter so i can get the san diego county medical dept to clear it from my dental record this issues has being going on with this company for mores than three month is like they are refuseing to honor my request that why i am submitting this complaint i have being delay several months now from getting any dental work doing because it on my record as active could your office assist me with this problem i have included some doc to explain what the problem that i need help with thank you lilia lumagbas my member number at the time i was with carrier Ro4536916

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2:42 pm EDT
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United HealthCare Services dental cleaning payment seems too low.

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

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jugbutte87
, US
Dec 01, 2019 12:37 pm EST
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every body should boycotte UnitedHealth care because they are together with AARP stealing millions from our government. taxpayers and senior citizens cause they don't do a dam thing except steal tax money money from us and the government, aarp and united health care are crooks and thieves and should be treated as such.

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8:27 pm EDT
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United HealthCare Services unable to receive coverage explanation

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.

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4:58 pm EDT

United HealthCare Services service

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!

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6:30 pm EDT

United HealthCare Services behavioral health coverage appeals

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.

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2:27 pm EDT

United HealthCare Services refusal to treat a patient with acute, disabling, progressive ms

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

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3:52 pm EDT
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United HealthCare Services customer service

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!

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2:17 pm EDT

United HealthCare Services wells fargo and company medicare ppo

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!

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12:10 pm EDT

United HealthCare Services customer service for claims

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.

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3:00 pm EDT

United HealthCare Services nurse doing home visits-amy deleon

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.

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10:15 am EDT

United HealthCare Services uhc plan-state of mo

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.

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