United Healthcare - Complete Incompetence
Pharmacy - Complaint
My prescription required pre authorization for the new year. My doctor's office was very quick to react with appropriate documentation. Unfortunately United Healthcare was very incompetent. Making multiple calls (more than 4) and being put on hold for an average of at least 12 minutes per call I finally asked the person (Toni) to pull up the pre-authorization approval and verify that it was correctly submitted. It was then determined that United Healthcare had completely messed it up. They had corrected the verbiage of the message but had "forgot" to change the unit of measure. I was then told to call back in 2 hours because the department that handled pre-authorizations was not open. It was I, as a consumer, asked that they open the pre-authorization to verify that it it was correctly filled out before one of the 5 representatives I talked to finally opened the document and discovered that my script had not been filled in 4 days due to their own incompetence. My career has been in analysis and problem resolution and the most basic, first step process is to review the document that is causing the problem. Yet, none of the representatives even thought about doing this until i, the customer, recommended that they do this. Even after they finally see what they messed up it will take 3 hours for them to correct it. Sadly, before I made the request for them to open the pre-authorization form all of the representatives were submitting a request for review which would have taken anywhere from 2 to 7 days. I have already been without the prescribed medication for 4 days. I was looking at potentially another 7 days without medication. It is fortunate that this was not a life threatening medication and in need of quick resolution by such an inept company. I am appalled at such ineptness and disgusted with this service. I now have to drive in an ice storm to pick up a script that is 4 days late due to the incompetence of this company.