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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CONNECTICUT -- I called about my mom's insurance. I had cancelled it on MARCH 6 (She died March 4), but the person I spoke to did not follow through, and I was still getting mail about the policy. I explained all of this to a surly rep, who, instead of apologizing, insisted I never called (they don't make mistakes there!). She was screaming at me, so I asked if she could just go ahead and cancel, and she said she would (who knows, though?), then I hung up. She never said she was sorry about my mom's death, and she had a huge chip on her shoulder. I will never deal with this company again.

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Claim Denial - Useless Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ARIZONA -- My plan that I pay for out of pocket, every single paycheck holds 0 exclusions for lab work. Regardless of the reason of the lab work, it is 100% covered. UMR takes it upon them self to decide what is approved or not regardless of the plan. Once denied they are requiring complete medical records. What is the point of offering 0 exclusions if you're going to deny claims?

I have called twice and chatted twice with reps and 0 can give me a reason to why the claim was denied. Not one single representative understands why and it's "strange". What UMR fails to realize is when they deny claims, the provider sends YOUR member an invoice for full amounts. Full amount invoices that go past due, extremely past due, to collections. Get your ** together!!! Your claims people need to check members plans before denying claims. I should have stayed with Blue Cross.

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Horrible Supervisor Becky
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OVERLAND, KANSAS -- My son has Medicaid and he had an appointment to be seen by his dentist. We don't have dentists nearby that accept Medicaid so I had to schedule transportation services, considering that I'm disabled myself and that the facility where we had to go is an hour away. So I did, I called Medicaid and they booked the service for the right day. However, they called me back the next day to tell me that I had to book it through United Health Care and that's when my nightmare started. So I called United and they told me that because it was not a medical emergency, they couldn't book the trip, that it was too late.

I explained to Dotty ** and Becky ** that the delay was because I was not given the right information and that I couldn't reschedule the appointment for a near date, considering that they take forever to schedule an appointment for Medicaid patients. I also explained to them that even when it's not a life threatening event, my son has a real problem with his teeth and that he also had already a cavity but they just didn't care at all.

I'm taking my son out of United Health Care because they are actually United We Don't Care. All their customer service people are trained to not give their names and their service is all but caring. Very horrible and frustrating experience. That's when you see a different treatment when you're a disabled person who sadly depends on Medicaid. They just mean money.

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Horrible Policy No One Takes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- I signed up with this after not being able to find a doctor who took my Aetna HMO in the area. I was told there were many doctors who took this United Healthcare plan. WHAT A LIE! There isn't one doctor in this community who takes this plan. Most of the doctors they have listed for primary care are dead, not practicing medicine, or retired. So who do we trust? We can't trust United Healthcare to tell the truth about anything. The president needs to be slapped with a huge lawsuit and it will only happen when the customers take charge of their own care and expose United Healthcare for the frauds they are.

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Cancelled Policy Unjustly
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

N FT MYERS, FLORIDA -- I was forced to sign up for Obama Care or face a penalty, so I did in February 2014. I paid my first payment to Insurance agent the day of signing up. The next two months, which were March and April 2014, I paid a for both months, which was $86.00, $43.00 per month. I got confirmation number and never thought about it again. Received my next nil, 0 ZERO Balance and continued the rest of the year paying the 43.00 per month with a monthly invoice that stated ZERO 0 Balance. Receive December 2014 invoice again with ZERO balance, I pay the $43.00.

After shopping around on marketplace with my agent, I changed my coverage for 2015 to BCBS. I was immediately cancelled by United Healthcare due to March and April's payment not being made. I had confirmation number but the account that I paid it from had not been deducted the premiums. I was NOT notified. My monthly invoice stated ZERO 0 balance.

I now have to pay back every penny to every provider. I am being sued by several. I pay monthly payments just to keep my Primary Dr. as I have been with her over 20 years. I cannot get them to understand or admit that this is not right. Please advise if you have any information that can help me. I have contacted a lawyer and was told that most lawyers won't take a case due to payments. Ridiculous. Thank You.

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Horrible Customer Service and Horrible Website
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Every time you have to contact them it's a problem. Their website for Medicare PPO is horrible. There is very little information and not easy to navigate. I was a UHC user when I was working and found that Website much nicer, provided all the information needed and was easy to print from. Their customer service representatives are not very friendly and give you an attitude as to why do you need this information??? They also sound like you are bothering them. Not had a very nice experience since my health plan changed to the employer subsidized Medicare PPO.

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The Worst and Most Deceptive Health Care Comany
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

STOUDSBURG, PENNSYLVANIA -- Signed up for an expensive, (over 1,250 per month), plan with $250 deductible. It turns out the deductible is really $4,000. No expenses are applied against the deductible unless you have surgery! With them for two months, they dropped my main medication, **, was told to do an authorization, which was rejected and they never sent me notice. My doctor appealed and they dropped her! No way to contact anyone at UHC through email. I had great success contacting AETNA that way. Only contact is reps in the Philippines that have no authority to do anything.

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Can't believe it
StarStarStarStarStarBy -
Rating: 5/51

SALT LAKE CITY, UTAH -- I am so surprised to see bad reviews! I had this insurance in 2014 through my husband's employer and ended up needing a hysterectomy in December 2014. My husband's employer had already decided to switch insurance companies in Jan 2015, so I was in a time crunch.

I went on Dec 8th for pre-op evaluation, and my surgery was scheduled for Dec 18th. Unfortunately I found on from the hospital on Dec 17th that the insurance had not yet approved the surgery, because pre-approval had just been submitted by the doctor's office that morning, the day before my surgery.

I called the insurance company in tears to get this surgery done, as I was in pain, and I was told she would do everything possible to get it taken care of. I also stupidly disclosed that we would be changing insurance companies in a couple weeks and I didn't know what the coverage would be and I had already met my out-of-pocket annual maximum - a perfect reason for them to delay approval to not have to cover.

Imagine my surprise to get a call at almost 8:30 pm (well after closing time) to tell me it was all taken care of, I could have my surgery the next morning. Surgery was done, bills were paid, no problems. A few months later the anesthesiologist was billing me, saying my insurance didn't pay them. I looked at the EOBs, which said I owed them $0 due to network discounts, so I called and told the provider this. They said OK, no problem.

A few months later (after my coverage ended) I got a call from the anesthesiologist again saying I owe, and that they are not in network with my insurance. I called UMR and they got on 3-way call with me and the provider and told them they are in network. The anesthesiologist office said "I don't care. We are billing it."

True to their word they sent me to a collection agency. I told them what happened (Note this was almost a year later, long after coverage was terminated with this plan). I called UMR and they send documentation to the provider showing their in-network status with a copy of the contract. The collection agency continued to call and I continued to explain to them and they told me to call the provider, which I did, and they said they would look into it, which they didn't.

Fast forward to today, March 2016, 15 months after my procedure and the termination of my UMR plan - the collection agency said I need to send EOBs to show I don't owe the balance by the end of the day or my credit is going to take the hit. I called UMR with no ID, no active plan, and no benefit to them whatsoever and spoke with Natalie, a super sweet woman who looked up all EOBs for anesthesia (as they did not bill under their business name, but under a provider whose name the provider couldn't tell me), and she faxed the EOB immediately and waited on the phone to make sure I got it. I faxed it to the collection agency; game over - I win.

UMR reps were always understanding, helpful, accommodating and expedient. I know they say people are more likely to leave a bad review than a good one, but I believe this company definitely deserves credit for the assistance they provided me, and continue to provide long after my coverage was ended. I would recommend them to anyone looking for good customer service.

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Denial of Prescriptions
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My daughter has seizures, and the original medicine she was prescribed (which UHC covered) caused bad side effects. She would turn into a different person for the first couple hours after taking her medicine. She was almost manic! As the medicine wore off each day she became depressed and mopey. Her school work was also suffering, and the teachers were asking us if there was a problem. She had previously been a good student and all the teachers loved having her in the class. This was at a low dose of the medicine, as the doctors were ramping her up to the normal dose for a child her size.

After discussing with the neurologist, he then prescribed a new medicine. The new medicine was the same as the old, except it was time release. With the new medicine she has gone back to her old self, and doesn't experience wild mood swings. Unfortunately, UHC will not cover the time release medicine. Because the time release medicine contains the same ingredients as the cheaper first medicine, they will only cover that medicine. We have appealed, with doctors and teachers writing letters to describe the side effects of the first medicine. None of this matters to UHC.

We will continue to pay the $650/month for the time release version. We are lucky enough to be able to afford this. However, I feel for those in the same situation who are being denied and can't afford it. We probably would take her off the medicine completely and risk further seizures if it meant going back to the first medicine. Prior to this happening, UHC denied my cholesterol medication. This medication had previously been allowed by Humana before my company switched providers. My specialist told me I was better taking an over the counter version instead of the medication UHC would cover.

However, he recommended I continue to take the non allowed medication. I did continue to take this medication until we had the issue with my daughter not being covered. At that point paying the monthly amounts for both was not an option, so I have discontinued the cholesterol medication. UHC has a well-earned reputation for not covering medical necessities. They offer lower premiums to companies, and then make up the profits by not covering items the doctors feel are important.

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Patient Received No Help With Incorrect Coding and Billing Problems
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBORO, NORTH CAROLINA -- This letter will be copied and placed on the webpages of all companies. My story begins almost a year ago. My husband (a Duke Internal Medicine patient) was scheduled for a follow-up colonoscopy after having multiple polyps found the year before. In the course of the year, my insurance changed and we secured Marketplace insurance with United Health Care. This was premium insurance, very expensive monthly premiums and a $250.00 deductible.

The provider's office did a referral, and here is where the water goes murky. Duke, at the time did not take the type of UNC insurance (compass platinum), so an appointment was made via the providers office with UNC healthcare. My husband called UHC prior to the visit to make sure the paperwork was in order and was told "the procedure was a covered 100%". He had the procedure, and received a bill. Part of the bill was covered but 2900.00 was not. Upon investigation per UNC, the referral was for a screening, not diagnostic and needed a new number.

The provider office said the referral did not need a number and would look into it. UHC said the referral was not correct as well. After multiple phone calls with all three groups and a lot of finger-pointing between companies, the bill was turned over to collections, and UNC will not return phone calls.

A customer service representative from Duke has also looked into the situation and told us today, everyone is blaming someone else. Here is the sad thing, all these companies advertise "patients first, patient centered care" etc. The patient should not be responsible for making sure referrals have a correct number, should not be responsible for making sure codes are correct. He did due diligence to make sure prior to the procedure that it was covered.

The final disservice and disrespect to the patient is making them jump through hoops to find out no one is accountable but him. $2900.00 may not be a lot to some, but it is a lot to us. Add the monthly expense of the insurance premiums, for what should be covered and this is shameful.

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United Healthcare Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 79 ratings and
126 reviews & complaints.
Contact Information:
United Healthcare
P.O. Box 1459
Minneapolis, MN 55440-1459
866-633-2446 (ph)
www.uhc.com
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