CB Beauty and Well-being Review of United Healthcare Behavioral

United Healthcare Behavioral review: Issue with customer service

Winter727 of New York, US

Jan 25, 2022 5:00 pm EST

Verified customer

Featured review

I made three calls to your Behavioral Health Line for Claims regarding claims status.

The first two calls were dropped by two different customer representatives (names: Roxy and Lee - they didn't provide the initials to their last names). Both representatives asked me to wait 2-3 minutes while they pull up the information, and after 8 minutes or so, I asked if there was still someone on the other end of the line - no reply then both calls were dropped. I have waited 20 minutes each for these two calls only to be dropped and not have my questions/queries answered.

I'm on my third call now (with representative name: LJ) after giving information needed, she asked me to wait 2-3 minutes, I started waiting when my call was at 9 minutes, the call is now at 20 minutes and I still didn't hear anything from her. (screenshot provided)

Desired outcome: Train your representatives to be professional in handling calls, if we have to wait longer than 3 minutes, they need to at least inform us so we know.