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United Healthcare

Customer Service Ratings and Comments

United Healthcare is ranked #194 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.58 out of a possible 200. This score rates United Healthcare customer service and customer support as Disappointing.

NEGATIVE Comments

55 Negative Comments out of 59 Total Comments is 93.22%.

POSITIVE Comments

4 Positive Comments out of 59 Total Comments is 6.78%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • That's great that there's no contact number for providers to call to voice their problems and concerns! I agree that someone needs to finally "go after" them, but how would one even do this if we can't get in touch with anyone? I was finally able to get in touch with a local sales rep in my area and I wrote a long email how I just wanted advice on how to reach someone that can assist me. He told me to email him a couple of examples of claims that aren't getting processed and that was 4 weeks ago. I've emailed him several times and made calls, and nothing! I am so frustrated because I deal with UH's stupidity on a daily basis! I am going to try to do some more research to see what can be done, but if anyone has any advice, I would greatly appreciate it! Thanks!

    Anonymous 8/19/10 9:08AM

  • The only ones that can FORCE UHC to do the right thing is the company that hires them. For a patient that's your HR department. Your company can tell them, no more! UHC will not be chosen to insure their employees unless they start getting it right. If all employees went this route the employers would get tired of these complaints and the man-hours it takes to get them straightened out. UHC would loose business. As providers we need to not accept assignment on claims. UHC Patients will unfortunatley have to either bill their own claims or make payment up front and get paid from UHC directly. That will leave up to the patient to see to it their claims are paid correctly. When they aren't they have recourse. As provider, we have no recourse. The customer service for us is some women in India who is probably getting paid a dollar a month and she hasn't even got a clue that your mad at her for not being able to actually do anything.

    franklyLou 8/17/10 11:03AM

  • Attn providers, there is no number for us to call to actually get help or resolution to claims processed and denied inaccurately or contracts honored. All calls go overseas. This company is raking in the money while offering employers cheap medical plans for their employees. They will tell their insured that they don't owe on a medical bill however it is our responsibility to tell the patients up front that if your insurance doesn't pay or process correctly that's their problem and they WILL owe the bill. Face it, we all bill for our patients however UHC has backed us into a corner and nothing will change unless we force it. If UHC doesn't honor contracts then we don't either when it comes to having to collect from the patient. They have never responded to one Ref # issued over the last 8 years of having proplems with them. The operators are friendly for sure, but they don't have a clue as to what a problem is, how to resolve it, or even understand what it is to begin with. and NO, don't believe for a minute their name is actually Sue or John. As providers we are going to have to come up with a way to work around UHC and still be able to treat patients. Maybe one day someone will actually go after them.

    franklylou 8/17/10 10:55AM

  • I recently had my second child. when I called United Healthcare to remove the maternity part of my cverage which was an add on, I was tol no changes could be made until" we further understand" the new haelthcare reform bill! I was told this will be at least ibto September maybe longer as the changes take place into 2014. Now I am stuck paying for coverage that I no longer need until they decide when.

    Pat 8/10/10 1:43PM

  • I hate this company. Every claim is denied. Every Wellness Exam is an office visit. UHC "loses" claims, paperwork and never follows up. They do what they can to get you to lose your cool. They lie, act dumb and blame the Doctor, the mail, the consumer. My healthcare unfortunately is with UHC and if I had a choice I would go elsewhere. I HATE THIS COMPANY.

    ZACK 8/10/10 11:09AM

  • UHC customer service for providers is horrible. I have tried to call 877-842-3210 5 times to veirfy eligibility. I continue to get hung up on after 5-6 minutes. And, once you fianlly do get to speak with a representative you cannot understand. Quit outsourcing your employees!

    kerri 7/27/10 12:12PM

  • UHC has become a monster. It devours small companies and makes it impossible to follow what they've done. They dis-enrolled me..and other people when they "merged" with John Deere Insurance.They screwed up electronic billing with one payer number and then another. I work in a physician's office and cannot get any reponse from them on filed claims..and there's only a computer to answer the bogus phone numbers. Their ad on tv makes it look as though they are the only provider for Medicare secondary insurance.
    By the way, it took me from April until December to straighen out my own insurance. By then, they were asking doctors to send back payments they had made in my behalf.They need investigating.

    Anonymous 7/27/10 8:52AM

  • Does anyone know of a contact phone number for United Healthcare that is not overseas? They do not process claims accurately and when I've tried several times to contact them regarding handfuls of outstanding claims, they say no one can help me since we are an out-of network provider. Even the supervisors can not help me! United Healthcare's "provider relations" department is really only their claims department with representatives from out of the country. I've even tried to contact a local UH territory rep.and he said he couldn't help me because we are not in-network. I just can't believe that there is not one person that can assist me with this. Any information or suggestions would be much appreciated. Thanks!

    Anonymous 7/23/10 6:07AM

  • united healthcare will try to find any reason possible to deny claims and changes their "preferred provider" list without notice, charging the highest possible out-of pocket maximum.

    psk 7/8/10 12:03PM

  • Speaking from a doctor's perspective...UHC is a joke and plays games so they don't have to pay and so you can't bill your patient's for their portion.

    Recently, I've been seeing patients who have UHC with Multiplan as a secondary adjustor. This means that UHC has to send the claims to Multiplan to receive a discount before UHC will process them. Unfortnately, they don't always forward the claims (you can't send the claims directly...). This means that UHC processes the claims incorrectly, and therefore, you cannot bill the patient for what they owe! And when I speak to someone there, they say I should call Multiplan to see why they didn't process the claim...How about becaue your company NEVER SENT THEM THE CLAIMS! They can't process what you don't forward!

    I have been trying to get paid for over 6 months on some claims for this very reason! They have even escalated my claims by the Rapid Response Department...It's still going to take them 20 business days to process my claims...so another billing cycle goes by that I can't ask the patient to pay their portion.

    Speaking of talking to people. I never get a person in the USA, and I never get anyone I can understand on the first go round. I spend half my time asking them to speak up or repeat themselves becaue I cannot understand or hear what they are saying. Then, when you try to "take the survey" it hangs up on you...I'm DONE!

    If this continues, I'm going to have to start telling my UHC patients they have to pay cash and submit their bills on their own because this is getting so out of hand!

    NoriniChiro 7/2/10 12:47PM

  • My company switched to Oxford/United healthcare this year and it has been a nightmare. I have a number of out-of-network doctors, so I pay upfront and then get reimbursed. Three times already Oxford has not received my claims.. They are virtually getting "Lost" in the mail!?!? I don't think so... As this had never happened with any other insurance company I have dealt with. I find this completely unacceptable.

    bnyc 6/30/10 12:55PM

  • You go all over the world and get nothing resolved, they just argue with you. When you ask to speak with someone in the United States you go back into the que, What kind of nonsense is that, after 3 hours I finally contacted the State of NJ dept of banking and insurance.

    Smoke 6/30/10 12:50PM

  • The worst. I'm getting bills for a blood test they said they would cover before I had it from a doctor that they helped me find. They said I had to fill out a form to get the claims paid stating I had not been treated by this doctor during a three month period the following year. They had never mentioned this before! But, since I had just that month found her through them I thought..no big deal. I wait for the form to come. It doesn't. I call to say the form hasn't arrived. They send it again and I get it and send it back. They send an identical form to my doctor to fill out. Call my doctor's office...surprise...they never received the form. My doctor's office is cool enough to call United and ask if they can speed up the process in any way. They are told NO, only I can request another form be sent.

    Doctor's office calls me and tells me so I call right away, also with a fax number so United could fax the document that day tot he doctor. United says they may or may not fax it. It's up to the clerk they say. Then I ask if I can just confirm the address they have on file for my doctor and they say NO. Only the doctor can do that. I stress again how long this has been going on for because the forms they send somehow don't seem to arrive and they just seem annoyed with me. I bet they won't fax the form...my doctor won't get it. What a crappy way to try to stick people with bills for things that they say are 100% covered. I've spent sooooo much time already dealing with them and all I've had is the flu. I hate to think if I'm ever REALLY sick the many ways United Healthcare will try to make me wish I was dead.

    Anonymous 6/29/10 12:43PM

  • On 4/2/2010 I was informed that my retiree benefits were maxed out and claims were stopped as of 2/ 28/2010. I asked for a letter of audit and they said that would take 30 days. 60 days latter after numerous phone calls I got the letter and found I was not maxed out and my bills were paid. Now again I have been informed I am maxed out as of 5/26/2010. And pay ments are denied. I called and they said it would take another 30 days for another audit. This is very frustrating for a cancer patient!!!!!

    Anonymous 6/27/10 10:58AM

  • It is no doubt easier to get directly thru to the prime minister of England or to the Pope. The automated lady who says " I can help you with that " not only can't help you - she keeps asking you to repeat the same info over and over and over and over ...

    Anonymous 6/25/10 8:06AM

  • I agree with everyone that UHC and customer service is very slack and the service reps are incompotent. I have many issues with UHC. One being that I delivered my child on 12/22/09 and UHC didn't want to cover her during this time but stated that coverage date begins on 1/1/10; meaning that I was responsible for paying the pediatrican hospital visits and service during this time. After numerous talks with several incompetent UHC reps; I finally talked to someone that was GOLDEN who assisted me with my issues and assured that she would call me to make sure that all was taken care of and that the payments for my childs service had been taken care by UHC. She called and UHC processed the claim and paid. (What a headache after having a baby.)

    My next issue is that my child has a milk protein allergy found in most formulas; so her doctor recommended her to be on Nutriamigen made by Enfamil. This Enfamil is very costly. A 12.6 oz can will cost you between $20.00 at Walmart and $28.00 at Walgreen. I contacted UHC to see if they would cover the formula being that this is my daughters sole source of nutrition. (Blue Cross Blue Shield covers the formula and have batches shipped to your home) I called UHC and spoke with a representative who said that there shouldn't be a problem with UHC covering,but I would need to submit a pre-determination letter from my doctor. I did this and faxed to UHC in April for consideration. It is now June and the formula is still not covered. I have called and spoken to numerous of unprofessional and incompetent representatives. I have been passed from one rep to another and explaining my issues over and over to each rep. (Not sure why reps don't give other reps a description of problems prior to transfer) I asked to speak to a supervisor and was told that he/she wasn't there. A very rude representative disconnected my call; obviously she didn't know how to handle it because it wasn't scripted. Anyway, I received a letter from UHC inquiry resolution specialist requesting some information for the formula; I submitted on June 4 and received a letter on June 15 stating that this is the Second request for the information because ultimately they didn't receive my letter. It appears to me that they obviously are stalling and don't want to cover the formula. WE SHOULD NOT HAVE TO PUT UP WITH THIS TYPE OF TREATMENT!!! I am at the end of the rope with UHC. I can't wait to open enrollment so that I can select another insurance company/plan. (Hopefully they will be much better)

    upsetmom 6/16/10 8:37AM

  • I agree with others who mentioned UHC's strategy for avoiding payment of claims is to a game of smoke and mirrors. They lose faxes (I've had to refax claims on numerous occasions), process claims incorrectly (always to the patient's disadvantage), pass you along from rep to rep (all reading off scripts, many contradicting each other). The member website is incomplete and confusing to navigate -- there is no search function that I can find, which baffles me because nearly every website has one. The UHC system has complete information about your benefits, claims, etc, but members do not have access to that info. They send email notifications that a new EOB is posted and then you go to look at it on the website and it's not up-to-date, and often it is down for service. If you have the misfortune of going through the appeals process as your own advocate, it is a complete nightmare. There is a stark contrast between how claims are processed in-network and out-of-network. Yes, you pay more for the freedom of choice, but what they don't tell you is that they try everything in their power to delay and screw up the claims submitted for out-of-network providers. It's not right and patients are suffering physical and mental stress over this predatory practice. Oh, and whoever said you can barely hear the reps -- I have had that happen, too. It's ALWAYS the "rapid resolution" specialists (who can rarely are able to resolve anything rapidly) -- why is their connection so poor?

    Anonymous 6/12/10 2:33PM

  • I work in the Healthcare Industry and part of my duties is to submit claims. I must say this is the worse company when it comes to customer service that I have dealt with so far in my 10 years of working in healthcare. Right now my job is very convenient but once I but all my kids through school I will trained to be a patient advocate. Healthcare is to darn expensive and the insurance company does everything possible not to pay a claim. For the lack of better words, "its just not right!"

    Anonymous 6/9/10 12:52PM

  • I spent an hour on the phone with a customer rep. who could not handle my question, so she put me back into the auto line. The second customer service also was unable to handle the question and said she was going to put me on hold but just disc the call.

    Anonymous 5/13/10 12:54PM

  • I just got on my husbands plan for UHC and i tried to call the customer service number on the back of my new card to try to find a general physician in our area. The TWO separate times i called just to find a regular doctor HALF of the numbers i was given didnt work, some just rang off the hook, and some were just flat out WRONG numbers. Oh and the ONE doctor i DID get in touch with wasnt available until JULY!!!.

    What does it take just to find a GENERAL DOCTOR?!!?! Seems like its easier and more hassle free to be on MEDICAL! (i grew up on medical and NEVER had these kinds of issues).

    Anonymous 5/9/10 1:18AM

  • We have united healthcare through my husbands employer. The people who answer the phones are rude and usually can not answer my questions without putting me on hold. I know the healthcare reform is new but you would think with a company of this size they would be able to give some kind of answers.

    rk 4/18/10 5:31PM

  • United HealthCare exemplifies everything that is wrong with health care in this country. The company is staffed by incompetent morons, and run by blood sucking vampires who exist solely for the purpose of siphoning away your health care dollars to pad their ample pockets.

    nearlydeadbyunitedhealth 4/13/10 3:16PM

  • I am so disapointed in the doctors that I have in the Peace Health group. For years my primary care docotor said I did not have diabetes even though I had all the symptons, and even though my wife called and said I need to see a specialist he said no that he was confident that he could control the probem and to put my trust in him, then when I go back three months later he says, as we discussed you need to see a specailist. It took a few more months to get an appointment with a specialist, and in the end he said he could not get my diabetes under control and my primary care doctor refused to treat me, so I had no choice but to drop all my diabetes, blood pressure, and blood pressure medications and I droped 40 pounds in two and a half months down to 215 lbs, which I hadn't been that light for a couple of decades. Also over the past year I was allegic to metformin and ended up in the ER twice, and the first time my EKG was of the charts, I lost coordination and was falling down a lot and people thought I was drunk, I was prescribed linspirol and I got a cough so bad that I heard a pop during coughing spelland the after hours doctor said that he had seen this many times and I broke a rib, my primary care doctor said no, and still my ribs pop in and out on my right side. Another doctor put me on cozaar and then another doctor doubled the dosage and then I started getting respiratory problems, hypeventalation, shortness of breath, and uncontrolable gasp for air and my blood pressue was still high and with no improvement using the blood pressure readings. My primary care doctor would no belive me and said he said it was impossible to get thse side effects since he never had a case like mine and refused to treat me, and since the diabetes specialist already told me he couldn't do anything to help me I have no choice but to drop most of my medications that did not help me and also were way over my budget and could not sustain using them indefintely.

    toogonejohn 4/9/10 5:56AM

  • I really wish UHC would respond to these complaints. I spent over a hour trying to get a correct answer regarding a patient's benefits. None of the reps can answer any questions that deviates from their script. You get a different answer from every rep you talk to. They have yet to be right. Today after a 25 min call with "Annie" to answer a specific question, I asked to speak with her supervisor; she told me her supervisor was too busy! I said I would wait. Then she said she was transferring me to her supervisor, but I was transferred to "lisa' who said she was not a supervisor and worked in a different area but she would get me back to the correct area with a supervisor....then I got "Max", who was not a supervisor but said he would transfer me to one....he let me listen to music for 10 minutes, then the phone rang and rang and for another 10 minutes. I hung up called again, spoke to "sam" I told sam I wanted to speak to a supervisor and not to put me on hold etc, he said ok..well... I got to listen to dead air for another 10 minutes. Never did speak to a supervisor. I will call again tomorrow. Oh and yesterday I was told by a rep that they did not have a fax number, and when I insisted they did, he put me on hold and suddenly another rep. is on the line, she said I should look on the website. I HATE THIS COMPANY!

    So frustrated in Missouri 4/6/10 3:15PM

  • Customer service and United Healthcare are mutually exclusive terms. When I finally made it through all the prompts, I got someone who spoke so softly, I couldn't understand what they said. Unfortunately, this is the company my husband's employer chose to be third-party administrator for his company's ERISA insurance. The reps I have spoken with all have the same, canned apologies that are obviously read and lack any real understanding or empathy. "Customer service" provided by healthcare insurers in the US is a sad story. Insurance companies can do better with all the $$ they rake in, and consumers deserve better than we are getting.

    periwinkle blue 4/6/10 2:19PM

  • AARP United Health Care Medicare Complete is the absolute WORST policy that a senior citizen could possibly buy. A person could literally DIE trying to get something covered and medical treatment under this policy by this company. Any HMO/PPO type policy is clearly inappropriate for a senior citizen. Finding “in-network” facilities and doctors is next to impossible, none of them want to deal with this company (while most of them WILL accept Medicare). If you ARE lucky enough to find someone to accept them, you will be very lucky if you can get United Health Care to approve treatment (and if they actually do, your out-of-pocket expenses will be HUGE). Regular Medicare coverage WITHOUT a supplemental policy is better than Medicare Complete. Even though they are being paid for the privilege, AARP should be ashamed of themselves for selling out to this company and allowing this policy to be marketed with their name on it.

    wag123 4/2/10 1:06PM

  • Representatives are not responding properly & they are disconnecting the call very often without giving the exact info...........

    Nick 3/30/10 1:37PM

  • One oF the WORST Customer Service

    Anonymous 3/30/10 1:32PM

  • I have been trying to get hold of Customer Service and it is impossible. Hundreds of contacts for new business. Nothing for present clients. Disgusting. I have repeated my problems dozens of times, people say they will call back, and NOTHING.

    Cookie 3/16/10 4:18PM

  • veryfing benefits with uhc is the absolute worst nightmare! customer service reps never pay attention, they don't understand what are the procedures being verified, they give out wrong info and on top of that they do not know how to speak english!!!

    uhellcare 3/16/10 11:08AM

  • UHC is the most dishonest and despicable company to deal with. I was diagnosed with Chronic Lyme last year and as if being deathly ill wasn't bad enough, these people add to the nightmare. Horrible customer service, denying valid claims, nickel and diming, appeal after appeal gets you somewhere only 50% of the time. One example of the garbage they put you through...I submitted a claim for a lab test performed 01/14/09. UHC incorrectly short pays, then overpays, then deducts the entire payment from subsequent claims. I called, wrote, begged for a resolution(the lab work was expensive and I am currently on a limited disability income). With each call, letter, inquiry UHC opens a new claim in their system (of course, the amounts are always different making reconciliation a nightmare). I used to think they were just confused but after 15 different mixed up claims for the same medical procedure, it became very clear that this is UHC's way of confusing the situation and avoiding payment. They prey on the patient who files claims and is not feeling well in the hopes that we don't have the energy to fight. This is how they make their money. I truly wish there were a way to sue them for "pain and suffering" because on my darkest days when I could barely get out of bed, haggling to get MY money back was the last thing I needed. If you are currently healthy and looking for health insurance, please do yourself a huge favor. Do a lot of research and pick carefully. The worst thing in the world is to actually need coverage and be stuck in a hole like I am.

    franki252 3/16/10 7:25AM

  • My problem is that I cannot contact (online) customer service in the first place. If I could, I would advise of my difficulty in registering for myuhc.com. My information is not accepted in spite of the fact that I know that the information I put in is absolutely correct. I am enrolled in the MedicareComplete Program. I have my card and number. I have been making claims successfully since my enrollment on August 1, 2009, but your registration/sign in system refused to accept information that I know is correct.

    Dennis 3/13/10 10:55AM

  • I have UHC Badgercare Plus so called insurance. I was taken to the hospital on 01/30/2010 for a syncopal episode at home. The situation was such that the ER docs called in the Chief of Neurosurgery. I was diagnosed as having a large brain mass in the frontal lobe of my brain and advised that I have it removed. I called every single doc in the provider handbook from UHC and every single doc in the phone book. No luck, not a doc will take the insurance as THEY DO NOT GET PAID. I was enraged and called UHC for the 100th time and was placated as they found someone that would grant me an audience. The doc was a SPINAL SPECIALIST, with not one, not two but FOUR pending malpractice claims, one naming UHC. Needless to say UHC called me today to see how the appointment went. I did not go. Now they gave me some new hoops to jump thru ..... AS IF ..... People, you do have recourse, file a complaint with the insurance commissioner and do not quit until you get what you DESERVE

    Kenilworth Circle 3/5/10 3:50PM

  • One of the worst. Complaining on the phone is worthless, it’s very obvious the reps do not take down your complaint and pass on. There is no email, or physical mail addresses given. The main headquarters-- I finally found is in Salt Lake City--never found a phone for them. I did find an address, a Letter to them 9/30/09 ignored, rewrote 1/5/10 - every time clear it was not about a claim or a benefit, yet it has been kicked to claim adjudication. Maybe there isn’t a section for customer service --or -someone is paid big bucks to hide it. One should be able to contact company’s headquarters by mail or email proving the complaint has been made. And one should be able to write more than two sentences, and expect someone is going to read and comprehend standard English.

    drpa 2/17/10 12:21PM

  • united health care is not paying my doctor!!! even though I make my co-pay. they do not reimburse him for services. Now he has refused to treat me!!

    Anonymous 2/14/10 7:09AM

  • These people are worthless. Forget customer service and "Rapid Resolution" is a joke since I've only been calling weekly for OVER A YEAR and still can't find anyone who knows what they are doing. They don't return phone calls even when they set up the appointment. Awful just awful and unprofessional.

    danaellyn 2/10/10 12:01PM

  • STAY AWAY FROM THIS COMPANY AND AARP..YOU WILL BE TAKEN ADVANTAGE OF LIKE YOU DONT HAVE A BRAIN...

    Anonymous 2/4/10 2:16PM

  • UHC HAS THE WORST OF THE WORST CUSTOMER SERVICE AFTER THEY MOVED EVERYTHING TO INDIA. PHONE LINE ALWAYS HAVE SOME KIND OF PROBLEM- DISTUBANCE, DISCONNECT, BREAKING....... TOO MUCH OF PROBLEMS.

    EVEN SOME TIME THEY GIVES A REFERENCE NUMBER FOR CALL- AND AFTER A MONTH WHEN WE CALL AGAIN TO CHECK STATUS AND GAVE THAT REF#. GUESS WHAT - THEY DON'T HAVE THAT REFERENCE NUMBER IN SYSTEM....WOW BIG FRAUD. I THINK ITS THERE VERY POOR BUSINESS STRATEGY TO AVOID FOR PAYMENT OF CLAIM....

    I DONT KNOW WHERE TO COMPLAIN FOR ALL THIS ... BUT I WAS SO FRUSTRATED WITH THEM , SO I JUST SHARED MY OPINION FOR UHC(BIG FRAUD COMPANY)

    Anonymous 1/26/10 1:57PM

  • I just signed up for one of the Medicare Advantage Plans offered by United Healthcare (UHC).Customer Service has been a nightmare.

    I find the reps poorly trained, therefore not being able to answer questions and/or troubleshoot issues. The Company has more 800 numbers and departments than one can imagine. Some written materials they give to members can be inaccurate and/or sometimes out of date. The impression I get about UHC is one hand does not know what the other hand is doing.

    I firmly believe at this point UHC could care less about their members. All they care about is the money they get from the Federal Government in the case of Medicare and premiums from the various plans.

    To be candid at this point I would characterize UHC as Corporate slime that is indicative of what is wrong with Health care in America.

    Anonymous 1/23/10 4:29PM

  • I just got my new payment book for 2010 unlike last year there was no envelopes with it but in the book it tell me to go o there websit and order them wehen I went ther guess what I was told this is the first 10 of 20400 which one do I need I tried for 1 Hr and got no where so I tried to call was told I would have a waite time of longer that 10 min it is a good thing this is the time of year I cam change my plan because that is where I am going next After I contact AARP and thell them of this service

    frenchokc 12/12/09 1:30PM

  • I was on hold for over 35 minutes. When the representative came to the phone, she gave me another number to call.

    Anonymous 12/1/09 8:46AM

  • ...Very bad svc.............

    Anonymous 10/27/09 11:52AM

  • After our daughter was born my fiancee did paper work to have her covered underneath him. After mailing the information we got a paper saying they did not receive the information. Then we faxed it off. So we letter over a month later saying that our daughter's coverage is being denied. After my fiancee spent time on the phone with a lady "Sue" who told hi she was a supervisor and was rude and did nothing for us. We had to come to the conclusion that we are filing an appeal and that they could care less if our baby gets sick and dies. UH has the WORST customer service and doesn't care at all. THIS is why health care should be reformed in a way so insurance companies cannot do this, especially to innocent babies who have done NOTHING wrong and the parents did EVERYTHING right to make sure their baby is covered and the insurance denies it. We'll be seeing you in court UH.

    AngryParent 9/29/09 8:28AM

  • I have a question. I have been having problems with UHC because they refused to pay for an IUD. I had my second daughter in March 2009 and I could not get an IUD. I have called as many doctors as I could but their offices do not carry the device because UHC is too cheap to pay the price of the device; they actually told me to buy it from the manufacturer. I have found a clinic for the uninsured and UHC told me that they were in-network and I went through the process to find out the they were not … and now I have to pay for everything. This should be illegal. Is there anyone out there who can give me advice as to how to deal with UHC?? I know that I have other options; I can just keep having kids and have UHC pay for it all ...... it would cost UHC at least 10K per child. What a stupid company ...

    Eszter 9/24/09 9:50AM

  • My husband was laid off in May. We got our COBRA insurance through UHC. We got numerous "statements" that never told us how much we owed or when it was due. We had heard this was common practice so that people would make mistakes and be dropped from their coverage so we were extra careful about our bills. All along, we thought we were paying on time for the next month, but apparently we were paying for the previous month due to their deceptive billing practices, which included an initial COBRA package that contained no payment coupon or payment envelope. In August, we did not receive a bill from UHC. We were on vacation, but we weren't worried as there was a supposed 30 day grace period. Then out of no where, we got a termination of insurance notification. No letter stating we had a late payment, nothing. Our insurance was cancelled. We called to find out what had happened and were treated to rude and nasty "customer service" personnel who told us that it was our responsibility to pay, even if we didn't get a bill. But they set us up, like so many others, to fail from the get go. My husband knew of their deceptive practices, yet was still amazed it happedened to us because my husband's previous employer was UNITED HEALTH CARE.

    ScrewedinMN 9/15/09 8:34PM

  • i've had the run around with them since March trying to get bills paid. They are refusing to cover over 12000.00 even tho my out of pocket maximum is 2000.00. I finally had to file a complaint with the attorney general's office since they are refusing to pay and the hospital wants their money. It amazes me they can pay their CEO 50 million but they can't pay the bills when they are presented.

    Anonymous 8/15/09 2:33PM

  • I have had the run-around trying to get an ambulance tranfer paid for. I was at one hospital, the doctor ordered an "open MRI" which was not available at the hospital. I had a round trip ambulance ride from one hospital to the other and back. 2 trips, right? UHC didn't want to pay it because I had already had an initial ambulance paid to the ER (on admittance). Then the two trips 3 days later? Forget about it. Why couldn't I take a car? Uh...hip fracture...had to be transferred flat...doctor's orders...? Get it?

    All I had to do was send in the Doctor's written letter explaining why I needed an ambulance transfer, thus two (2) separate trips (there and back). I mailed, faxed, emailed, etc. Called 2 weeks later...they didn't get it. I faxed again - and then called - the agent said she didn't get the fax it is in a "central location". Well WHO GETS THE FAX THEN? HOW DOES IT GET IN MY FILE? No one seems to know. It just gets "scanned in" automatically. Well I sent my doctor's note registered/signature mail, and 2 months later they STILL couldn't find it!!! Good luck if they ask you to send in documentation. I ALWAYS ask for a case specialist. Don't EVER deal with the first CSR that answers the phone. Write down ALL numbers that they give you.

    ReenieSR 8/6/09 9:15AM

  • I had a similar experience to others here. I had an $850 out of pocket limit per year and had to have surgery. They charged me a total of $1600. I had to call back at least 8 or 9 times, send them a spread sheet explaining that I had paid that much, explaining that $1600 was more than $850. Finally our corporate insurance folks stepped in and helped me. But these United Healthcare are horrible people in a corrupt and uncaring industry. Rude, less than incompetent, and intentionally obtuse. They provide bad service as a policy.

    Anonymous 8/5/09 9:27PM

  • They continually reject claims that are valid and it takes 3 or 4 tries to get them to pay them. They will tell you that a claim is going to be paid and then not pay it. The reps must take classes in how to lie like a pro!! They are not concarned about their customers health, only their bottom line and I get the feeling that they do these things to frustrate people so that they will give up and that way UHC does not havce to shell out money to pay valid claims.

    old_guy 8/5/09 1:55PM

  • I too have had horrific response from UHC. I started to notice erroneous claims for my dependent college age son on his UHC Claim summary for 2008. It turns out that UHC realeased my insurance information and group no. to a Medicaid third party for another individual who happened to have the same first and last name as my son and his identical birthdate.
    Now I have spent countless hours and time trying to deal with UHC, the Medicaid provider and the third party to have these erroneous claims stop. My son has never been enrolled in a Medicaid program and now his health insurance history is filled with thousands of dollars of surgery and other medical bills which belong to a different person. I started calling UHC in March of 2009 and things have still not been resolved. Two new claims for the other individual just appeared this week 7-09. The only help I have gotten is from the third party who has tried to intervene between the Medicaid provider and UHC. It is just plain wrong for UHC to release my private insurance group no. to Medicaid based on name and birthdate alone. They could have at least varified this with me since my son also has a different address and social security from the other individual. I have given up calling UHC - they don't keep accurate notes - Or listen and their rapid resolution group is anything but helpful. They basically told me to call Medicaid and resolve the problem myself. They are convinced they are doing everything accurately. I just want the invalid claims to stop and for my son's claim history to be cleared of the 20 invalid claims which have accumulated over the past year amounting to over $10,000. Why don't they provide a customer feedback option on their myuhc.com site??

    Anonymous 7-29-09

    Anonymous 7/29/09 12:55PM

  • The member services department of United Healthcare is the absolute worst that I've experienced. In an attempt to resolve an unpaid doctor's bill I was given three different reasons from three different representatives. The doctor's office finally provided me a with a copy of the denial letter they got from United and only then was I able to confront United and get my claim paid. I can't wait to go back to my older insurer.

    JLG 7/24/09 6:56PM

  • It is now 2:33. I have been on hold or transferred from one rep to another over and over and over again w/o any assistance. And all I am trying to do is convert my healthplan to COBRA!!!!! I have spoken to: Maria, Tamy, Crystal and Lucy. My neck was getting sore holding the phone so while I am typing this my husband is now on hold to get something that should be simple......if you had any trained employes or employees with any customer service experience....but then again it is better than speaking w/India as we usually get when calling United!!! HELP!!!!! Could SOMEONE give me some information????? It seems hard to believe that one would have to hire an attorney to get an answer to this question??????

    ekaplan 7/9/09 1:33PM

  • UHC is deplorable in service. They advise the service provider that a colonoscopy is 100% covered, no deductible, but then decline to cover it after the fact stating they made a mistake. I get stuck with the bill for $902.00 and UHC could not care less about discussing this.

    Anonymous 6/12/09 3:56PM

  • THERE IS NO SUCH THING AS "CUSTOMER SERVICE" WITH UHC!!! According to their own member guidebook, I can enroll my spouse within 60 days of the 3-yr. anniversary of my retirement. I retired 6-30-06. I called 6-5-09 to enroll my spouse, and was told that, according to their records, I retired in January of 06, and when I informed them that's incorrect, they argued with me --- LIKE I DON'T KNOW WHEN I RETIRED!!! When I asked how this was to be resolved, the lady stated her supervisor would have to determine which date was correct (since again, I don't know) and IF I was correct, they would amend it. Oh, and since it's Friday, her supervisor is already gone (at 4:00 pm) and won't be back until Monday. But they'll call me Monday. It's now Wednesday and no call (remember, I have a window of time in which to get this done). The lady also argued whether I can even enroll my wife even though I'm reading it directly out of the membership guide! So today I get on their site to explain the problem all over again and try to get some action and documentation --- but after struggling through their extremely user-unfriendly site I find out there's no way you can make a complaint, ask a question or reach their non-existent "customer care"!!! Everything is set up for the company's convenience, not the customer. They are absolutley terrible. No customer AT ALL.

    SteelDragon 6/10/09 10:15AM

  • I received a denial letter 6 months after I had stopped being a member of UHC, since I'd never received the initial letter I decided to call them at the number listed on the letter. That number directed me to call the number on the back of my card, which I did not have because I am no longer a member. I got online to this site and got the general customer service number which stated it's open 8am to 8pm in my time zone. It was only 7:25pm and they had already closed. I ended up calling a local office and leaving a messages asking for help. I had to leave a message for that too. I hope I get a call back because I'm extremely irritated about getting such a run around. Nice customer service.

    anon 6/1/09 6:24PM

  • Submit your comment >>
  • United HealthCare is no worse than Aetna, Cigna or Blue Cross. They all outsource customer service to india so one is not worse than the other. Ive actually had my best claims paying expierences with United Health

    bosox guy 9/2/10 8:44PM

  • i called to get a letter sent to me now that my policy has expired so that my new primary insurance would cover my costs. I repeated representative in the automated system a few times and was transferred. The woman I spoke with was wonderful and she helped me and put an urgent status on my request to help me get things straight. I definitely think their customer service is above the norm.

    Anonymous 8/12/10 1:36PM

  • They solved my issue and called me back timely.

    Anonymous 9/22/09 3:29PM

  • This company has the best customer service.

    Anonymous 9/22/09 1:47PM

  • Submit your comment >>
  • I have read all the negative complaints and I am in full agreement with them being an employee of the company. I am one of those customer service reps who answer the phones. And day in and day out I dislike the fact that the company tries not to pay their claims; either having the claims processed incorrectly (which is most of the time) or denied on a play of words.. for me it's a job and hey I have to pay the bills like everyone else. However let me tell you about a fact that is not well known. They treat their employees worse than they do their customers. The insurance policies they offer their employees are outrageous I can't afford the policy I have that has a $3000 deductible before they begin to pay anything and then half the time it's denied - it for emergencies not for preventative care as I can't afford it. The company grossed billions each year and they can afford to install new cubicles into the office however they can't afford to give the staff (reps who are on the phones in a call center) a raise. I know many of my fellow co-workers can't get the medical help they need as they just can't afford it. My advice is not get United Health Care if you have an alternative as they do not do what their moto says "Healing Health Care Together" that's a load of crap . They only look out for themselves and not anyone they have to step on to get that mighty dollar

    Anonymous 8/17/10 6:45PM

  • In 2008 I worked for United Health Care in Duluth, Minnesota as a claims processor. I did well for five of the months I worked there, and then the 6th month my supervisor tried to have me written up for filing a claim incorrectly but the training documents we had been given completely justified why I had denied the claim, and I provided the proof to her. Instead they just changed the particular rules in question for everyone else and still wanted me to take the write up. Another coworker or two made the same mistake and they were not being written up, and to top it off, we weren't supposed to be written up until we had hit 180 days of employment and this was before that 180 days were over. I argued the matter and talked to other coworkers about the issue. I then e-mailed the manager because my supervisor had pulled me into a room and intimidated me by saying I was being insuboardenant and she wanted me to take a 2nd write up for the insubordination and one for the original mistake. Once I emailed the manager instead of talking to both the supervisor and I the manager and supervisor pulled me into a private room and intimidated me and wouldn't let me speak. They basically said this might not be the right job for me, and I shouldn't have asked the other coworkers for their input and I should've basically just taken the write up and the "fall" for their faulty training. After the meeting with the supervisor and the manager I went back to my desk to print out emails with all the proof of everything that was going on so I could go to the production manager the next day and prove my case, instead somehow the manager was spying on my computer and sent me an e-mail telling me she had went to the printer and gotten the emails and I'm not allowed to have copies. After this, I quit because I was scared and humiliated. I tried to file a complaint with the Human Resources company for UNITED HEALTH CARE but they wouldn't even investigate. They told me to go to work and take the write up for the mistake that was BECAUSE of faulty training. Alas, I didn't. I just quit. Then to to top it off, over 2 years later, they have me on a no rehire list for the entire company. What kind of company would treat an employee this way when they were the ones who made the error during training and not me?

    hatesuhcalot 5/27/10 1:22AM

  • I am a former employee of UHC and I had to leave because I could not work for a company as indecent and disorganized as that company. Their systems are a mess and there is no possible way for them to give accurate information. They are even denying my claim for an IN netork procedure that they are saying is out of network. I found the provider in THEIR system at their terminal located in the manner they taught me. DO NOT LET YOUR EMPLOYER SIGN WITH UHC!! I know from th inside...they are awful!! Cynthia C.(Buffalo)

    c. 1/7/10 1:51PM



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