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My family is insured with United Healthcare with FedEx Corporation. We were switched to UNited Healthcare several years ago from Anthem BC. Each year, we go through re-enrollment with paperwork claiming “it’s easy to enroll, just go to … site”, leading you down a rabbit hole of wrong choices and impossible log ins. If you are a member who’s not the employee (as in my case, being the spouse of the employee), and also the person who handles the paperwork and technical issues involved in such enrollment, you will not be allowed to proceed without his/her presence. Therefore, you have to arrange a specified time to pass through the identity criteria and get permission to continue. That is understandable and may seem minor, but when your spouse is an overnight driver, it impedes on his rest time (which happens to be during the day hours) therefore disrupting his necessary sleep to perform his duties. Once it is established that we are who we say we are and I’m able to log in to the correct site, if I have to look away for a few minutes, the system will log me out, and I have to go through the whole process again rather than UHC making it possible for me to log in without disturbing my spouse. This past enrollment, we had questions about some of the options and about an option that we had erroneously enrolled in for 2023, so I called the one and only number we have available to us on our membership card for a “care advocate.” Once I’ve gone through the identifying process with whomever takes my call, I’m again told they cannot speak to me but need to speak to my spouse, the employee. Again, I have to get him on the phone so they can hear him say, “yes, you have permission to discuss any and all issues with my spouse”. Then only can I have a conversation with said advocate, and we make it clear to note our account/case/file/etc. that I have all authority to discuss MY benefits. That’s just the beginning of the issues.

My first call was placed in October 2023. I was told our assigned care advocate was not available by the first person I initially spoke to. This person only gave a first name, listened to my questions, and continually put me on hold every few minutes to “research”. This went on for two hours until we were somehow disconnected. I immediately called back, had get my spouse on the phone again to give permission to speak with me although we’d just done that two hours earlier, go through the entire shpiel again, and again was put on hold numerous times. After this run around and getting another associate on the line to assist, I was told a case had been created and our care advocate would contact me within two days. Weeks went by so I called again, and it was as if I was calling again for the first time. After having to disrupt my spouse, the person who took my call did the same routine of putting me on hold, transferring to another associate, and provided me with no answers but again, stated a case was created and my care advocate would call back. Enrollment was nearing the cut off so I insisted that someone note our issues and call me back if our advocate continued to be unavailable. The third time, we repeated the entire process and this person put another associate on the line so my spouse, myself, and two associates were on a four-way call, with the associate reading point by point our enrollment choices. I was on the computer and logged in during the process so was able to print out the confirmation enrollment page. The other issue we were trying to get resolved was the error of being enrolled in a dependent care spending account in 2023 which my spouse had funded throughout the entire year with a balance of $3426.46. Neither associate could tell us what needed to be done to have those funds refunded our rolled over into our health spending account. We were told that a case was created for the enrollment department to handle it and we’d get a call back in the next few days. With the holidays approaching, we weren’t surprised or alarmed that we in fact did not receive any call back; however, we believed that it would be handled and eventually resolved.

This week, Monday, January 1, I took my son to the doctor. When we gave the receptionist our insurance card (which arrived in the mail last week). She ran the card and said it was declined as ineligible. She tried another way to enter the information and printed off a form stating our insurance was not valid. We left the doctor’s office without being seen, and immediately, my spouse and I called the number again. We spoke to two associates in two departments who both seemed like they had no clue as to why our insurance was canceled. They both gave the very seem answer as in previous conversations–case created, care advocate would follow up. I stressed that our son is sick with the flu, missing classes, and needed medical attention immediately. With their apologies, they ensured us we would hear back within 24 hours. Of course, no one called us. I spent over two hours on the phone with three different people yesterday, and again, today, over one and half hours. I asked for upper management, I asked for names, phone numbers, emails, etc. and was met with repetitive non-accountable answers, like “we don’t know,” “we don’t have that information,” and “we can’t give that information out.” When I put pressure on both associates who were on the line, I was hung up on.

During the course of the week, I was told our case numbers weren’t in their system, one told me she found them in the “old app,” one said our case had to do with life insurance (which was a lie), another said it was pending the action of enrollment, and finally, one told me the name of someone who noted our account back in November as “canceled in error.” He said our coverage was terminated November 4, but he could not tell us who terminated it.

Right now, United Healthcare ChooseWell whatever whoever owes us the money we’ve paid for insurance coverage that they canceled since November 4, 2023, and $3426.46 we’ve paid into an erroneous account for dependent care (which we would never have chosen since we don’t need dependent care for our 16-year old son). I do not intend to let this slip through their cracks. This company is lacking customer service in the very worst of ways and should be held accountable for their incompetence.

That is how long I was on the phone trying to resolve why 70% of the physician names they gave me did not accept UHC or did not have the location listed! The third world representative put me on hold several times, promised to call the next day to resolve problems (never did) and when I asked to take the survey at the end she put me on hold, never came back on, and never connected me to the survey. She could not understand English/or the problem regarding the completely wrong physician list! 1 hour, 34 minutes

United Healthcare, Frustrating Reimbursement Process. I had the unfortunate experience of being covered by two United Healthcare plans simultaneously: a commercial plan through my employer and a UHC Medicare Advantage Plan. My provider wouldn’t accept my primary (commercial) plan and was out of network, so I paid for all visits entirely out of pocket. I received a small reimbursement from the commercial plan but nothing so far from the Advantage Plan. Trying to get help from UHC has been exhausting. I’ve spent countless hours over the past year attempting to resolve my claims, only to be repeatedly misdirected. The phone number on my primary UHC card continually routes me to the Advantage Plan, making it impossible to reach the right department. After months of back and forth, my latest claim was denied because it was filed “after the time limit”—which is no surprise given the runaround I’ve endured. To be fair, my provider has also been unhelpful, likely because they were already paid in full by me. This entire experience has been a chaotic mess, with both UHC and my provider contributing to the frustration.

United Healthcare, customer service is ridiculous. I’ve been trying all day to get a problem resolved, and the reps keep sending me to so-called “specialists” who are useless. One had a headset so bad that I could not understand a word she said and had to hang up and call back. I was transferred to one specialist who hung up on me, and the next one had a dog barking in the background and had to put me on hold to do something with it so I could hear her. Then she just put me on hold and forgot about me for 15 minutes. I called back and asked to speak to a supervisor and some girl with a barely understandable accent told me it was my phone, not them. I admit, I cursed and hung up. I’m going to try to contact corporate headquarters and see what I get, even if I have to send a complaint express mail.

United Healthcare, My review is 0 star but that was not a choice I am a cancer survivor- but United Healthcare continues to deny approval of pre-approved surgeries. I have been fighting for payment coverage since October 2024. I have a signed approval letter from United Healthcare subsidiary OPTUM. Even with approval letter the denial of payment continues. At some point United Healthcare needs to take responsibility for the denials they continue to support. The anxiety and stress put on the elderly is cruel. No one should ever sign up for United Healthcare, not even the medical professionals want to deal with them. They are too large and do not take care of their clients.