Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Colorado now has a new law that was passed due Copay Accumulation Ban. United Healthcare and Optum Specialty pharmacy are not following the billing practices regarding this. Optum said that they can submit the claim without the copay card so it shows on my deductible, but I will then owe the money. I need help figuring this out. I included the new law in this. I want my deductible to show the correct amount as well as my Max OOP.

  Business response

  02/11/2025

  [[BBB transcription via email]]

   

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on the back of your member card, contacting your insurance agent or HR representative, or by visiting ******************************.

  Customer response

  02/11/2025

   
  Complaint: 22869044
  
  I am rejecting this response because:

  I have already escalated my issue and I have not received a response.  It has now been 12 days since I called them.  
  I was told I would get a call back, but I have not.  
  
  Sincerely,
  
  **** ******

  Business response

  02/12/2025

  Please call the number on your card and ask for a formal escalation or talk to your agent who can escalate this on your behalf. An escalation process includes specific forms and goes to an elevated team. Unfortunately, I cannot do anything more for you as this not the correct avenue to try to get a response. Best of luck. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Healthcare offered an incentive to track fitness with them by connecting a biometric watch. I purchased a ****** galaxy smart watch with this assumption because they provide up the $1000 per year for this incentive. I connected my watch around Feb and it tracked some time, I revisited in August and realized there were large gaps in ***'s website where I was not credited. I checked my watch and phone and the data was there. I called and worked through ***'s technology department to have them resynch on their side as they required me to uninstall and reinstall their app as it appeared to have some kind of coding issue.When checking back on this, it appeared that they updated some period of history but the older period of history did not completely backfill (May/June). I contacted *** and they logged some claims at that time to follow up. Apparently they were emailing me but their email system requires the downloading of a file to a computer and then an external connection to a random server. I'm a computer engineer and this is the only company I've ever seen requiring this kind of interaction and expecting people to be ok with it. I attached screenshots for reference, but because I didn't reply back within a couple days, they closed my case without my knowledge or any communication to **** called and they reopenned a new case, I figured out how to navigate their email system; they followed back up with me asking for screenshots within two days or they would again close my case. I provided the screenshots and then I told them they have 2 days to respond as well equivalent to the notice they gave me. Two weeks later, they responded in 2025 and said yes, I provided the screenshots they requested but they just wouldn't credit me.This is unacceptable. I am owed $332.25 in additional rewards from their program for the 2024 year.

  Business response

  01/09/2025

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on your card, contacting your agent or HR representative, or by visiting ******************************.

  Customer response

  01/09/2025

   
  Complaint: 22789329
  
  I am rejecting this response because:
  They have not responded. Bbb asked that I do an action to the last email so I am doing so but per the communication this is more informative as we are awaiting an actual response.
  Sincerely,
  
  ***** *******

  Customer response

  01/24/2025

   
  Complaint: 22789329
  
  I am rejecting this response because:

  I did contact UHC and escalated per the response from the business.  Specifically, I spoke with '***'.  The response was that they 'were escalating to a team on their side and would reach back out'.  He provided the Case#******** .  This is not a solution to the problem but yet again in a waiting queue.  As long as this is escalated and resolve I am satisfied, however there is no clarity on how long nor the response since this is the second time I have 'escalated' in this mult-month endevour.
  
  

  Sincerely,
  
  ***** *******

  Customer response

  02/01/2025

  Per your question, my issue was not resolved. No messages have been sent to me per my knowledge and nothing has been done with my complaint. I had called them per last communication and re-submit the issue, but they just said ok they would let the team know and contact me back, but again, no response or updates from *** on the matter.

  Business response

  02/03/2025

  This is not the correct channel to get a response. Please contact the appropriate UnitedHealthcare team and ask to escalate the issue by calling the number on your card, contacting your agent or HR representative, or by visiting ******************************. Thank you. 
  

  Customer response

  02/06/2025

   
  Complaint: 22789329
  
  I am rejecting this response because:

  I did call the appropriate number on the card and escalated the issue. UHC never called me back or sent me a message to try to resolve.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Claim: *******, Amount $50.24, Provider: ******** * ********, MD. United Healthcare refuses to pay my claim although they are supposed to. I am elderly member of United Healthcare **** ******** ***** policy. With this specific plan, it is UnitedHealthcare responsibility to pay this bill in its entirety but they are trying to pass the buck to me. I want this bill paid by UnitedHealthcare immediately.

  Business response

  12/05/2024

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on your card, contacting your agent or HR representative, or by visiting ******************************* 

  Customer response

  12/07/2024

  
  Complaint: ********
  
  I am rejecting this response because I have called United Healthcare about this before and I continue to get the runaround. I would like someone to contact me in writing about this issue. 
  
  Sincerely,
  
  ******** ****** ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been an employee at a hospital here in ****** since the beginning of February, and have yet to be given my health insurance benefits that I have been paying for. Because they have refused to send me my insurance I havent been able to work since July and cant see a doctor without my insurance. Not only did they fail to provide my wife and myself the health insurance I paid them for they also have sent me a bill for coverage in the month of July. Coverage for all of the doctors that I am unable to see due to them essentially stealing money from me for 4+ months and failing to provide me and my wife with our benefits is against federal workplace regulations as far as Im aware. I would appreciate them refunding the money I have already paid them, or crediting my insurance account with that money and immediately providing my wife and I are benefits. Basically I just want what I have already paid for.

  Business response

  10/02/2024

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on your card, contacting your agent or HR representative, or by visiting ************************************;

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went online and applied for the **** United Healthcare ******** Supplement plan G. The quote online said it would be about $157 dollars a month. I am healthy but suffer from depression and possibly mild Bi-polar.They accepted me for May of this year. They have been charging me $395 a month! My 93 year old mother pays less with ****** with several health issues.I honestly thought because it's so high that it's every 2 months. Now reviewing my bank statement see it's almost $395 a month. I called today to cancel my policy and switch to ***** with a monthly payment under $150 a month.I feel scammed and taken advantage of. They should give me a good portion of that money refunded.They have no one in customer service to explain. They just cancelled my policy as of *********** My date of birth is **********

  Business response

  11/06/2024

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on your card, contacting your agent or HR representative, or by visiting ************************************;

  Customer response

  11/07/2024

   
  Complaint: 22199175
  
  I am rejecting this response because:

  You are making it difficult for me to get any resolution. You are basically pushing off to go on a wild goose ****** Your insurance absolutely tucked. After charging me almost $400 a month I don't believe you paid anything towards the 2 claims filed.

  You apparently think you can treat a Senior with total disrespect.
  
  Sincerely, ***** Wonsover 
  
  ***** ********

• Initial Complaint

  08/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel united healthy care that I was mistakenly put on since April and its August and they still havent resolved the issues. They repeatedly say its handled and they will call me and refuse to do so and this has hindered me from going to see my doctors because they are out of network. I have numerous health issues! I need this fixed asap!

  Business response

  11/06/2024

  Please contact the appropriate UnitedHealthcare team to escalate member issues by calling the number on your card, contacting your agent or HR representative, or by visiting ************************************;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩