United HealthCare Services
Reviews and Complaints

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.

I've met my out of pocket maximum for the year and they continue to process my claims showing that I owe a certain amount (this is in-network, so that's not the issue). Both my insurance broker and my provider have both contacted UHC - no one at UHC can explain/answer why they are billing me for services I should not owe on. They are not providing any additional help - they sent a letter to my provider stating that how they processed the claim is correct and they will not be paying any additional amount on the claim (which I should not owe).

My dad passed away October 2016. I went to close out one of his bank accounts and found that UHC has continued to charge him $184.50 per month. They are connected with AARP, AARP was notified a week after he passed. Yet they continued to withdraw the payment. I called and they just passed me around for an hour. All telling me the same thing. We don't see anyone by that name, then, oh we discontinue him in November. Then why are you still charging my dad, who is not living. I have not received a statement or bill.
All I got is we can't help you. Can anyone help. I don't live close to anyone I can complain to face to face. I was not very nice after an hour of no help on the phone.

UMR is worst, most dishonest insurance company I have ever had to work with. Nothing but a run-around for the last 2 years trying to get them to pay what they are entitled to cover as a insurance provider. They claim they never get documents to delay and wear you down, when in fact the hospital has dates, faxes, and call reference numbers to prove EXACTLY when they have submitted the documents requested by UMR. I am the person that has to do all of the footwork to try and get anything done. 1st they needed my verbal statement describing the incident in detail for which I had gone to the hospital. I found this out when I got a bill from the hospital saying that I was going to be sent to collections. I called hospital, they said that insurance was denied and that UMR needed a statement.(1st I ever knew anything about that). I called UMR and got that taken care of, and they said that it would go to review. 6 months later... same thing! Hospital threatens to send me to claims, say UMR needs statement, I call UMR give them same statement as before (because they say there is no record of me giving a statement 6 months earlier), and they say it will get sent to review. 6 months later, guess what!? Another call from hospital and threat to claims. This time UMR needs me to make a claim with my vehicle insurance to find out what they will cover before they will pay for anything. Vehicle insurance, no questions asked, paid their portion within 2 weeks. Now...6 months later, of course. I get another call from hospital about claims. I call UMR, they say they never got explanation of benefits to prove auto insurance covered anything, so I call hospital. They say they have dates, reference numbers, and names of the people they have talked to every month for the last 6 months about sending in the information UMR needs to finish the claim. Ok, so I call UMR AGAIN. They say they have no record of it, even though, the hospital had detailed proof. UMR tell me they need to tranfer me to someone else, and cut me off. Guess I will either wait another 6 months for a call from the hospital and do this again, or I will just jump straight to a civil suit with the insurance commission. I work on the road now, and am only home 4-6 days a month, so I might as well spend my time home doing THEIR job, making calls they should be making, and holding the hand of these [censor] every step of the way!

I scheduled my appointment a week ago and today when it came time for my appointment the said they rerouted my ride because she didn't service that area. So now I have to miss my appointment date once again because they don't want to transport me I'm the city limits. This is the fourth time I've missed a appointment due to them not scheduling the transportation ride the right way or the transportation they did schedule never came. Something has to change.

My mother suffered a stron in late May 2017 and was placed in acute rehab for her first 20+ days. She was recently determined that she should be moved to subacute and discharged from Medicare Acute rehab on Saturday, 6/24/17. We had provided the case manager the facility name and information we wanted her transferred to on Friday evening to begin the transfer process over the weekend. Come to find out that no one at UHC could help her get approved and moved despite making over 15 phone calls and speaking to many different representatives! Absolutely ridicoulos!

We finally contacted the escalation line but it took over 12 hours for a return phone call. When we did get a UR nurse to review her case she said it would be approved within 2 hours. Yep, no such luck and she still hasn't been moved as of mid Sunday afternoon. I guess the intake department for UHC group insurance plans does not work on the weekend. How nice for a company to be M-F when patients and care is 24/7. Ironically enough Medicare still works and provides updates and return phone calls as well as discharges over the weekends but apparently the insurance companies namely UHC can't approve to make the process seemless. Now my mother waits for your incompetent organization to make their decision over 48 hours and will likely incur charges for her stay at acute facility since Medicare discharged her on Saturday. I have already contacted our attorney to address the financial matter and incompetence we have endured. Not to mention the physical and mental stress it put on my mother as a recovering stroke patient. You should be ashamed of your customer service and response time.

I used the Cologuard Colon test in 2016' United healthcare agreed to pay 70% and sent me an EOB. Four months later they decided not to pay for it. This is my first colon screening and the doctor stated that it was medically necessary. I got a bill a year later, and nothing was paid. The United Health Care Representative stated that I must prove to them that it was a medical necessity at 64 years old. My doctors office called and got the run around.

My daughter is 8 weeks old. When she was about three weeks old she started having trouble with her formula. Since
Then we have tried her on three different formulas. Finally the fourth one, Alfamino, helped her. Before she was on that l, she struggled with blood in her stool, no weight gain, and GI problems. We went to Boston a children's Hospital to see a GI specialist. They confirmed that she should be on this formula. This formula costs about 57.00 a can at the store. Both her primary and specialist have tried to write prescriptions so that insurance will cover it because it is a MEDICAL NEED! Nothing else has worked, and she is FINALLY doing better. Currently you are REFUSING to pay for this since I can't technically purchase it over the counter and I can't afford to buy it for her! How is she supposed to eat and get better. Breastfeeding wasn't an option for me. I went to a consultant for it, and it never worked out per reasons I don't feel like I need to explain to you. Therefore, she needs to
be on formula, and specifically this amino acid based formula for her health!

June 13, 2017

Dear United Healthcare Appeals Unit; AT&T Group

I am writing, to appeal the United Healthcare decision to deny 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less.
It is our understanding that United Healthcare is denying coverage on the basis that "it was determined not to be medically necessary." I have attached the Denial Letter. We believe that 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less is medically necessary to treat my medical condition and that 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less is a covered plan benefit.
United Healthcare covers medically necessary services that are not expressly excluded, which are described in the Evidence of Coverage and which are authorized by the member’s PCP and in some cases approved by an Authorized Reviewer.
The entire treatment team has recommended that 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less is medically necessary.
Contrary to your letter, 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less is a covered service. 58550 Laparoscopy, surgical, with vaginal hysterectomy, for uterus 250 g or less is stated as a covered benefit in your Member Handbook, is implicitly covered in the Evidence of Coverage, and is not expressly excluded as a covered service in the Evidence of Coverage.
I have been having abnormal uterine and vaginal bleeding for over 7 months and the other types of treatment options would not guarantee to fix the issue and would also have debilitating side effects for another one of my health conditions that is ongoing. My OBGYN does not feel that other treatments are an option for me, which is why he feels that it is medically necessary for me to have a hysterectomy.
Finally, I am asking you to approve the surgery requested by Royce Barrington, my OBGYN as he has stated in a letter and in a peer to peer that it is medically necessary.
Thank you for your immediate attention to this matter.
Sincerely,
Angie Edwards

Good afternoon,

Re: Dr. Gotlieb, Laureate Medical Group, Jonesboro, GA

I had an appointment with Dr. Gotlieb this morning @ 7:30am. Let me first let you know that after several visits this year, I have never been very comfortable with some of verbiage and treatment. On one occasion I believe on my first or second visit this year, I came in and was very weak and dizzy. Upon the doctor coming into the exam room and me explaining how I felt about being weak and dizzy, he said “I didn’t ask you that.” Surprised at his response, I told him I was letting him know how I felt. I didn’t say anything further at that time, but it was very disturbing, as if he didn’t want to listen to me overall. The next visit I had, I had went to a foot doctor because I have heel spurs and I had a bout with gout and the foot doctor diagnosed me with Achilles tendonitis and put me in a boot. I regularly have gout attacks, but when I couldn’t walk and was in dire pain… I went to the foot doctor. Dr. Gotlieb says this when he reads my chart… “I see here that you went to the foot doctor. I don’t know why you did that?” Today’s visit, after telling Dr. Gotlieb that I was experiencing pain on my entire right-side… and right shoulder hurts and the pain was radiating to my neck and jaw. He said “I don’t know what that means?” I repeated it (I was saying left-side by mistake, but meaning my right-side) I told Dr. Gotlieb again… and again. He then raised my arm, and I didn’t express any pain at that time, because the pain is not constant, it is happening more often and for longer periods of time, but not a constant pain, like a had an accident or something. The pain was in the shoulder joint and and it ran all along the right-side of my body… hands, arms, elbows, neck, jaw, toes, foot, ankle… but it just wasn’t hurting at the time I was in the office! He told me he was going to send me to a therapist for my shoulder! I told him I didn’t understand and repeated that my entire right-side was hurting periodically and at times I am in dire pain when these bouts occur. I just kept telling me he didn’t understand, he said “I don’t understand” over and over. I asked him what about the rest of the right-side of my body? And, he again said he was sending me to the therapist for my shoulder! I told him I wasn’t satisfied and that he didn’t answer my directly answer my questions and that I wanted to see another doctor. He said fine and that he wouldn’t charge me and that is what the check-out lady told me also, when I got to the check-out desk.

I don’t know if he has gotten more complaints, but as I mentioned, I didn’t feel comfortable the previous times I had went for my appointments and missed several because of that. I finally got up the nerve to go back and had to experience even more discomfort and stress, but I endured the previous visits I felt that eventually he would start listening to me and attending to my pain and discomfort I was expressing at some point. It hard making rheumatologists appointments, so I dealt with this, but his bed-side manner is grossly deficient and he is also condescending!

Upon exiting I was told my visit would be erased and there would be no charge from the system I was told by Dr. Gotlieb. I just wanted you to know of my disappointment with this doctor.

Rhonda Beckett

I wanted to give my testimony on my experience with united healthcare and my experience with my new health care. I can't be the only to experience the poor service from united.

My explanation covers the year of 2016.

I was prescribed an IV Medication called Entyvio to treat my Crohns Disease. I called united 5+ times about my coverage, out of pocket deductible and out of pocket maximum. Each time I received different information. I was told my out of pocket maximum was 2 different amounts. Not until the 5th call was it explained that my out of pocket max was a combination of both my husband and I's medical expenses combined.

The infusion cost $17, 000 approx before insurance. Insurance left $1200 approximately after for me to pay. Now, don't get me wrong that's great coverage. However I was left to pay that every 8 weeks. Who has that much money lying around?

Now let's jump forward to 2017 with my new provider. After 3 infusions they called me, and said let's look at alternative treatment centers because it's cheaper for both of us. The coordinated everything to allow for me to at home infusions. They made it a seemeless experience and I should be out of pocket little to nothing at all. They explained to me how hospitals raise the cost of medications and the facility use it a large part of the cost as well. No one at United every gave me half the time to explain any of this. If they would have even told me that I needed to coordinate it myself I would have been glad to.

I spoke with many united people, even ending up i tears with one representative over the inconsistent information and run around I've been through. All he could do was say I'm sorry. He didnt even care to try and find any help or other options.

My recommendation is that united implement
A program/proves to review things like this. If it's saving the company AND the customer money why wouldn't they do it?

I had United through AT&T and I now happily use Aetna.

Please pass along my recommendation.
Healthcare is expensive and stressful enough and if these companies can do anything to improve their processes they should.

I am absolutely sick of this company. I have UMR through my employer as my primary provider. I also have seconday insurance through my husband's provider. I have RA and receive infusions in my home every 8 weeks. I have had to call every single month when I receive my EOB statements. First it was the medication needed a pre-auth. All of that was done, now it's been discovered the medication doesn't need preauth, the skilled nursing does. I have called them asking for the codes that my specialty pharmacy was requesting so they could in turn give UMR the codes for the skilled nurse. UMR told me that actually neither the medication nor the skilled nurse needs preauth. Every time I have an infusion the EOB that follows always has the charge denied for the skilled nurse. And then another letter follows stating they need more information from the Specialty Pharmacy and until they are provided with that information, the claim is unpaid. I have spent so many hours trying to deal with these extremely rude, incompetent, unethical people I am fed up. I have turned this over to my HR department. I'm done.

I sought treatment for alcohol dependence through an accredited intensive outpatient program. I had to pay $640.00 out of my own pocket to meet my out of pocket maximum with United Healthcare. I am 8 week into a 10 week program and in a couple days I will have been sober for 60 days and am feel better that I have in years. My program director told me last week that United Healthcare has only approved me for 19 sessions of a 20 session program and that I would have to pay for the remaining 11 sessions on my own. I can't afford to do this and I fear that I will have to drop out of the program and not get all the help I need to stay sober. I am very disappointed in United Healthcare for denying my coverage for a program that can literly save my life and my family. I will post my story on every review site I can and tell as many people I can about this poor treatment of a customer of at least 14 years.

I have been reinstate in medicaid services but United has not being diligent certifiing that I can start in my home attendant services since they re approved my case, I made innumerable calls to United and nobody solve this situation, neither costumer service, advocates service or the service coordinator, Denisse, the administrator of Heith Home Health just need a written certification telling that United will be responsible for the hours payment
Waiting for a prompt response;
Thanks
Mrs. Juanita Rolon
Member#[protected]
DOB :02/28/1926

After reading the previous complaints on United Healthcare I can clearly see why they lost the US Postal Service's Employee's Flexible Spending Account. I have gone through the same exact problems as all of the other people who have filed complaints. I finally contacted the Better Business Bureau and got results.
Started trying to get our $2, 550.00 for our 2016 FSA funds at the very first of January 2017. Very long and exhausting story. FINALLY RECEIVED OUR MONEY IN THE MAIL TODAY, May 1, 2017. It only took me FOUR MONTHS to get OUR MONEY out of these snakes!
I had a claim with the new administrators of the USPS FSA funds. I enrolled on line. Filed my claim on line. Set up my checking account to have the funds directly deposited. I made the claim on line and within FIVE DAYS the money was in my checking account. I could go in at any time on our account and see the status of the claim or anything else pertaining to our FSA account. THIS IS THE WAY IT SHOULD BE DONE. I never had to make one single phone call to try to get them to send me my money. How incredibly wonderful!
I took the check from United Healthcare to the bank today and deposited it. I'm holding my breath that the check doesn't bounce! I can not tell you how elated and beyond excited I am to never have to deal with these criminals again! Good riddance!

If you are reading this before you sign up for united health care flexible spending account your lucky. if not, you already know this is a scam.I had an account about four years ago. dates and names are clouded after that much time but everything I'm saying is true.At my job, I had them take out the maximum, how much better can this get? I give them twenty five hundred a year and they give it back tax free, right? well that's right if they give it back when you have a claim.But they wont.I tried many times to get my money back.each time they said the form was not filled out correctly. so I asked the dentist office, they filled it out but they said it still was not right.so I called again, and this time I had the person on the phone fill it out with me over the phone.I got his name ID number date and time.when they said it still was not right, I asked for the supervisor and gave her all the information from the employee, she said he was not authorized to do that.at that point I realized that I was not getting my money back.I then started to ask around at work to see if anybody had the same experience.It turns out half of them had.
I've come to the realization that this how they make their money.I just wish I had listen to people who told me don't do it. you'll be sorry.So now that you've read this you have no one to blame but your self if you ignore my warning.thanks for reading.

I tried to refill my lantus insulin on a friday morning. I was told that as of April 1st, the formulary was changed and that lantus was no longer on their "approved" list and that I had to change to Levimir. I have had many problems with other insulins and allergic reactions to Humalog, Novalog, and other changes in insulin. Since I have been on Lantus, my A1C has been under control and my sugars have been much lower.
They left me with not enough insulin to get through the weekend and would not even approve one bottle until I could contact my doctor for a prior authorization. (Which I had not needed in the YEARS, I have been using Lantus) This was on April 14th, so only two weeks after they changed their formulary and they NEVER notified any insulin dependent diabetics that they were making this change! Diabetics cannot just change insulin and it is not good for our sugars or our bodies to just suddenly just changes insulins! They left me in a dangerous situation over a holiday weekend as I did not have enough insulin to get through the weekend and have cut the dose in half and my sugars are through the ceiling! They told me they didn't care and REFUSED to help me! My husband pays $600 a month to cover ME on this insurance. He gets it for free through his company. This is absolutely the WORST customer service in history!

United Healthcare denied 4 claims because they claimed my chiropractor was out-of-network. When I showed them he was listed in their provider directory, they sent me a letter saying they would pay the claims. They later denied the same 4 claims again. I had to pay the Dr and refused to pay any more premiums to them.
They turned over for collection.

UHC just switched the website, the numbers carried over are inaccurate. Despite a call and an email they cannot explain why I cannot see individual dependent figures. They brought over the account holder figures. You click on the downdrop on homescreen and switch to a dependent and the account holders figures stay there and do not switch to the correct dependent. They send me to a technical department even though there is something wrong with the way they brought my account over 🙄