United HealthCare Services
reviews and complaints

Hello,

I called United HealthCare today (9/14/2017) around 12 pm. My request was simple- I need a proof of loss of coverage letter faster than the typical 10-15 day turnaround time. I first spoke to a representative who was very polite and helpful. She said she was unable to email me a coverage end date but she could submit a request to get the letter expedited in 24-48 hours via UPS. She then put me on hold for a few minutes to process the request (or so I thought). A man then came on the line and introduced himself as her supervisor. He then explained that he would not sign off on expediting the letter since he would then have to do it for every customer, and it is an additional cost and hassle for them. He also stated that it will not be expedited since it was no fault of theirs, and he questioned why I am requesting it now. Why I am requesting the letter now should be of no importance. I ended up disconnecting the call because I was upset at the rude, condescending tone that he was using. I am angry and disappointed with the customer service I experienced today, especially after being a paying customer of 10+ years.

I have been coming to Dr. David Kling for years. Recently I have been informed by his office staff that as of September 19th he will be out of network for me due to a recredentialing error that's beyond their control. I don't understand what the issue is all of a sudden, but I am extremely disappointed in this decision. Dr. Kling goes beyond the level of professionalism that's expected, and is the best chiropractor I've ever been to. In fact, I have refused to go to anyone else again, and would much rather wait until he has an opening for me. However without insurance coverage, that's not going to be possible. I hope this gets fixed soon!

Thank you

This company has not removed me from your stupid calling auto caller. I've called about this issue several times over the past three years. I do not have tenncare! I do not have a child on it. I do not live in tennessee. I've never had united health. I'm done being nice. I want to remove my number [protected]) from their entire system. I have phone records of the excessive calls and I know there are internal notes in three departments from me calling in this issue directly. I want them to stop harassing me!

Hi Guys,
Does anyone out here with employer sponsored health insurance with united health experiencing this?

When I go to https://www.myuhc.com/ and login And I see is a blank page with a message.
"We're experiencing an internal server problem.
Try refreshing the page or checking back soon."

This is been there for like 2 months now. I raised a ticket on issue around August 1 2017.
I have called up tech support and also general customer service number.
All they do is talk and nothing else. I am tired of calling them and bringing up the issue again and again.

Any ideas, on where else can I knock to get this fixed?
I am being blindsided with bills from my provider, As I don't get to see any claims information on website.

I am with a Radiation Oncology provider office that has a lot of UHC Medicare patients. We have only had two claims paid in the past 3 months. All claims are being denied for records with no reason listed for the denial. In addition they are requesting a reconsideration form and a new claim form. Then after all the work of copying and refiling this information, UHC turns around and denies the claim stating they have not received the records. Also received denials of inadequate records which is incorrect and has to involve another reconsideration form, claim, letter of appeal. I then have to recopy it all and send it for proof of delivery. I am now sending all denials by priority mail. I have contacted our provider rep. Wendi Beckles, and she turned me over the Kreshanna Goforth who supposedly is working with someone in management but this has been going on for some time and I have received no reply from anyone and the denials keep coming weekly. We are now talking thousands of dollars involved in unpaid claims, thousands of dollars in denied claims, many hours of extra work involved for the entire process. We are sending in a complaint to the state insurance commissioner and looking into contacting CMS. This has gotten out of hand and affecting the providers income not to mention the patients statements being held due to claim denials. I would like to request assistance from UHC on how to stop this nightmare without getting legal assistance. Our coverage area involves a lot of UHC patients and we are hoping we do not have to cancel our contract and send these patients elsewhere for cancer treatment. Judith Smith

Susan Sy
3333 Lafayette St
Rosemead, CA. 91770
Email: [protected]@gmail.com
[protected]

My name is Susan Sy. My medical ID is 98247106C96088. I have called numerous times and was very frustrated.

I spoke to my social worker on August 23, 2017 and I was told your company still has my information in your system. I am asking your company to release my dental service plan out of your system.

I did not sign nor have I have any membership with United Health Care. Your system has blocked me from seeing any dentist.

Now I am suffering in pain and I need to see a dentist as soon as possible.

Sincerely,

Susan Sy

I have received an invoice from quest financial for a service that i had in january 26, 2017 when i was covered by United Healthcare. When I contacted Quest they told me they didn't approved because United doesn't have a contract with Quest; at this point let me tell you that anyone told me that before. I've been trying to follow a claim against Quest through United and so far after numerous phone calls they keep saying do not pay and you will get something by mail and nothing. Yesterday finally after file a complaint online I got a notice from Quest stating that might be for diagnosis coding. If you can please help me with this and let me know what happen with the codes so i can call the doctor to make the correction? thanks and hoping you can assist me.
Exhibits:
Patient Name: Jeniffer Lorenzo
Lab Code: MIA
Invoice Number: [protected]
Date of Service: 01/26/2017
Amount Billed: $694.77

I send a certified letter with original check on 7/14/2017, and was delivered
To: sedgwick claims m services
Po box 1437
Lexington ky 40512

During a move, I found the check with the following information
Payee: ana maria de la zerda
Loss date 6/25/2012
Claim # [protected]-0001
Description: impairment benefits (Fl)
The ck is for 1, 204.50, dated 9/22/2014
Scms unit 857 sedgwick claims m s page 001

I mailed my VYVANCE RX to the optum RX address provided. 1 week prior to being out of my medication. I called on Monday the 15th prior to 8am, the representative told me that I needed a prior authorization. I went to my MD office same day, he completed the prior auth that day. I called back on the 15th to confirm that is was all good and shipped out, i was told that I mailed the RX to the incorrect optum RX address. She said it would be forwarded to the dispensing pharmacy, escalated and shipped overnight I should receive my medication by the 17th. On the 17th no meds received, I called back and I was told that it was actually being shipped out that night, overnight and I would get it on the 19th. Now it is the 19th, no meds, it was shipped UPS overnight supersaver which does not deliver on Saturday. They said i cant drive to the UPS to pick it up and it will now be delivered on Monday, however they cannot guarantee that the driver will leave the package even if I leave a note asking him to leave it with my signature on my note. Because of the type of RX that it is, optum RX cannot get a local pharmacy to give me 2 pills to make it through until Monday and my M.D. office is currently closed. So thank you optum RX for failing me on every level!

I need an expensive drug, Androgel, for which there is a generic equivalent. The plan includes Androgel in its formulary as a Tier 3 drug, but the generic is not in its formulary at all.

Androgel costs UHC over $12, 000/year and would cost me over $4, 000/year, even with UHC's coverage, because of Medicare Part D's "donut hole". The generic would cost me $1, 370/year with NO insurance coverage.

If UHC grants me a "formulary exception" to cover the generic, it is treated as a Tier 4 drug even though it is a generic, and would cost me $1, 360/year in deductible and co-pays, only $10 less that the drug's retail price.

My request is for the generic to be covered as a Tier 2 drug. This could happen either by UHC adding it to its formulary as a non-preferred (Tier-2) generic, or by treating a formulary exception for this generic as Tier 2 rather than Tier 4. In either case, my out-of-pocket costs would become zero, per the attached chart.

Our Home Health Agency provided skilled nursing services to patient who is insured with United Health Care. We are an out of network provider but the patent's plan allowed for us to provide care. We first received a prior authorization for 9 visits. Since the we have never received payment. Our office has received in the interim 6 letters ( 5 all on one day) requesting our agency to provide W9's. The first request was on 5-30-17. We immediately sent this form. Then on June 22, 2017 we received five (5) more letters requesting the same W9 form. We sent it. At this time our office has made countless calls which tie our staff up literally for hours all day and still no resolution. We get routed to the claims department, then the pre-authorization department. The service staff have absolutely no idea how t resolve this issue. Due to confidentiality of the patient I am requesting a representative to call me directly [protected]. Peggy Meharry RN, BSN/Avalon Home Health LLC. Thanks

My company HOPE Family Medical Center in Salt Lake City Utah has been waiting over 3 months for some of my claims to be paid. Whenever we call we get a run around with transfers from one department to another. The last time I called we were on the phone for over 90 minutes and still no resolution. Each department stated that they were not the right person to talk to and transferred me. I was transferred 4 times before talking to a sweet young lady who apologized that we have been transferred numerous times without getting any help. However despite how sweet she was she too was unable to resolve my issues.

I take excellent care of your policy holders in my clinic but unfortunately I will be forced to drop them and your insurance if we are not paid our claims in a more timely manner., I cannot pay my bills if I am not getting reimbursed for the claims we submit. Every claim is currently in holding pending payment. How come it has been 3 months for some of these claims that supposedly have been approved yet we have not received the payment. I am tired of getting the run around and being put on hold and having to be transferred and told no one is responsible. Well who is?

I need resolution immediately. I will plan on notifying the insurance commission if this not resolved quickly.

Jody Stubler
Medical Director
HOPE Family Medical Center
1345 E. 3900 S Suite 204
SLC, UT 84124
[protected]
[protected] Fax

This began in April and only yesterday August 1 resolved. I've spent 5 months calling about resolving a authorized purchase issue that your customer service lost my receipt for. At first it was both my money orders and the receipts but after 2 months they finally found my money orders and lost my receipt. I had many agents claim they would call me back with more information and never did, but claim my receipt was just being processed in another office. No-one ever gave me a direct answer, resolved my concerns, or did this in a timely manner. Your customer service teams suck and are horrible I strongly recommend firing them all if retraining does nothing else. A issue that should have been resolved in 7-10 business days shouldn't have taken 5 months! Thats ridiculous, in future since you can't properly handle audits just put people through to the IRS to get this handled correctly

July 6, 2017 Optum stated in a confirmation email that they were sending me a distribution check (in the amount of $3000.00) as a result of my filling out a Distribution request from the HSA they were holding in my name. This request remains unfulfilled, even though I have contacted them over 7 times about this issue. They continue to ignore my emails, as well as make it impossible to get through to them on the phone due to the errors in there automated phone system.

I called to get an insurance here. This was the worse experience ever. I called to ask for a quote. I spoke with Steven and his number is [protected]. He was really forcing me to get an insurance. I told him my financial situation. I didn't know about medical before I called here. I mentioned that the price is out of my budget and I really cannot afford. I told him that I am looking into medical and thank you for your help. His response was just too arrogant. He told me that I wasted his time and I led him on (when in fact, he was the one who was keep on calling me) then he just hung up on me while I was talking. This is an extremely bad behavior. I really hope that you speak with this person and do something about it.

Thank you.

Orlando Behavioral Healthcare
260 Lookout PL, Maitland, FL 32751
Psychiatrist
[protected]

Office staff likes to charge you to get your prescription refilled. I had 2 pills left yesterday and my next doctor apt was 7/26/17. I called the office and they said it would cost me $35 to get my prescription refilled. This is not the first time. I have paid this before.

I was told if I wanted it to be filled soon it needed to be approved by the medical director.

Once I was out and needed refill. I called their office and had to pay $25 to get it filled. It took several days so that was not so quick.

Why do I have to pay to get a refill? I am on a maintenance track with Dr. Balaguer at that office. I visit him several times a year. He emails my scripts to CVS.

This is not all, they have cancelled my appointments at the last minute. When I call there I can never get through. I have said several times the office staff do not treat psychiatric patients correctly.

It seems I have to go to that office as there are not that many psychiatrists on the plan. That office is more like a clinic.

I had a tendon transplant in my left ankle six years ago. I take medication to keep my leg muscles from cramping, and putting the transplant in danger of tearing loose. UHC refused to let me have the medication. After six months of arguing with them, I went to Mexico to buy it, but it was too late.UHC finally approved the medication, but only ONE fill. I guess it's good I'm not going to be needing it, because my transplant has severed and I am, once again, looking at years of surgery and repair. For 4.65 they made me suffer despite my doctor's calling and pleading with them. I am hiring a lawyer.

The insurance now requires me to use their designated pharmacy (Briova) I had no problem Walgreens, but was forced to do this. 15 days after. three calls after, I still don't have my medication. Dr said he sent forms {he showed me the history of 5 faxes), pharmacy said they did not receive them. We repeat and finally it is received. Then now my prescription assistance information is needed. I am just so tiered of the lack of direction, urgency, and care. I am so upset about this imposed change, no direction from United except vague letter, and I believe this requirement is done as a discrimination due to the medication. I feel this is not bad customer services but a human right issue.

I am a provider and I deal with UHC on a daily basis. They continually reject claims for no authorization when services have been authorized. Claim after claim after claim. We submit requests and records and then get denied anyhow. Then when they request records they conveniently NEVER receive the information, And, this is the best, when they do receive the information they cannot decipher between several requests submitted in the same envelope? There is a letter from them with patient information, id#s; dates of services; billed amounts; claim numbers. You have to resubmit another claim form and you have to fill out a reconsideration form (I guess the claim and the letter do not state the information enough for them to figure out what they are requesting). The page is marked with the number of items that pertains to the claim and it is stapled together. Each one the same and they cannot figure it out? I was told I have to send each record request separately. Do you know how much money that costs? And then when I faxed the information I was told the same - I have to fax each request individually. The bottom line is UHC does all it can to avoid paying its claims and it should be held accountable.

I was diagnosed with a real need for dialysis in late 2015. At the time, UHC paid fees to cover treatment and approved Home Health Care Dialysis. My parents and adult brother took the course to help me with Home Treatment. UHC paid the fees and then stopped in about mid-year 2016.

Since this time, UHC has not paid citing:
* Pre-existing Condition (not true)
* Out of Network Doctor (will not pay %)
Doctor agreed to contract with UHC - they have refused!
* UHC indicated I've not met deductible. But then said I did.
* I have not missed insurance payment
* Hospitalization will be more costly to UHC and myself
* The list of excuses continues ...

My doctor cannot continue to treat me without payment and so I will have to check in to hospital for on-going treatment. MY doctor has also indicated a need for his attaining legal representation.

UHC by their action has jeopardized my health and life.