I’ve called United Healthcare many times to try to resolve an issue with the claim. I have gotten nowhere speaking with the reps. They give me different information or action items each time. I call back and the next rep says something different. I am so furious they intentionally seem to not want to help process the claim. I feel that I need the help of a professional service to get on the phone with me and them, and finally resolve it WITHIN THAT CALL, else I need to take legal action. Is there a service that helps with these calls of which I am not aware?
To be specific, United Healthcare said they are denying my claims for 3 calls to Teladoc Therapy (a free/waived service from my employer to employees) because they say United Healthcare and United Healthcare behavioral health are not the same entity. Teladoc sent the necessary claim information to United Healthcare as per their protocol. United Healthcare’s supposedly different operation for behavioral health cannot access this claim information and therefore they simply denied the claim on the basis that they don’t have the “missing” information because their behavioral health department does not interface with broader United Healthcare. To be clear, there is no separate membership, website, section, or customer support for any United Healthcare behavioral health department. The claims appear on my regular United Healthcare website. That’s all there is. One rep admitted she can see somewhere in their system that info was sent to United Healthcare but they refuse to request the “missing” information from that broader United Healthcare department. I attempted do a 3-way call between their rep and the Teladoc rep to iron out whatever info they still need, and I was instantly refused saying they will absolutely not accept information over the phone. Yet the previous rep I spoke to told me to go find out the missing info, call back, and dictate it over the phone. I have also sent messages on their website using the message feature attached to the claim listed, and I got dead-end automatic responses.
This is such an awful customer experience, with no help whatsoever. Meanwhile the clock is ticking on this claim bill that I’m not supposed to be stuck with since this was a complimentary service for Teladoc therapy.
Shame on United Healthcare. I’ve paid too much each paycheck and am getting nothing but aggravation. Any advice?
submitted by /u/randomfluffyfluff
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I’ve called United Healthcare many times to try to resolve an issue with the claim. I have gotten nowhere speaking with the reps. They give me different information or action items each time. I call back and the next rep says something different. I am so furious they intentionally seem to not want to help process the claim. I feel that I need the help of a professional service to get on the phone with me and them, and finally resolve it WITHIN THAT CALL, else I need to take legal action. Is there a service that helps with these calls of which I am not aware? To be specific, United Healthcare said they are denying my claims for 3 calls to Teladoc Therapy (a free/waived service from my employer to employees) because they say United Healthcare and United Healthcare behavioral health are not the same entity. Teladoc sent the necessary claim information to United Healthcare as per their protocol. United Healthcare’s supposedly different operation for behavioral health cannot access this claim information and therefore they simply denied the claim on the basis that they don’t have the “missing” information because their behavioral health department does not interface with broader United Healthcare. To be clear, there is no separate membership, website, section, or customer support for any United Healthcare behavioral health department. The claims appear on my regular United Healthcare website. That’s all there is. One rep admitted she can see somewhere in their system that info was sent to United Healthcare but they refuse to request the “missing” information from that broader United Healthcare department. I attempted do a 3-way call between their rep and the Teladoc rep to iron out whatever info they still need, and I was instantly refused saying they will absolutely not accept information over the phone. Yet the previous rep I spoke to told me to go find out the missing info, call back, and dictate it over the phone. I have also sent messages on their website using the message feature attached to the claim listed, and I got dead-end automatic responses. This is such an awful customer experience, with no help whatsoever. Meanwhile the clock is ticking on this claim bill that I’m not supposed to be stuck with since this was a complimentary service for Teladoc therapy. Shame on United Healthcare. I’ve paid too much each paycheck and am getting nothing but aggravation. Any advice?
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