OptumrxReviews 465

The customer service is the worst. They respond to any inquiries with standard responses. Then they tell you to call; I have no patience to wait an hour on hold or make my way through their idiotic phone system.

My prescription is for migraine drugs, pretty simple and generic, not even that much money for them, yet they manage to screw it up time and again. I had a 90 day order with 1 refill. I filled the first one, no problem. When I went to refill they told me I had only a 30 day supply left - huh? I used email as I cannot wait on hold that long during the day. They gave me standard email answer, then when I pushed back they told me the prescription was for 30 day supply and they filled it 3 times the first time - makes no sense. Then when I pushed back, they contacted the Dr. for a refill without my approval or knowledge.

That is about the 3rd or 4th time they contacted a Dr. for a refill without my knowledge or approval. Once it was for a drug I no longer took [dosage was changed] and once they called a Dr. I had not seen in a year as I had moved and changed Dr's. I just don't get it - this prescription is not a money maker for them.

I have an option to go to Walgreens and will try them and see if I can get this right.

Going on week 7 with no refills. All due to them charging me over $1,000 for medications that have $0 amount to me. Then crediting my account and and them getting reimbursed by the company paying the copays. But they don't get the billing right with the company, so they charge me instead of fixing their errir.
Yes, it took 2 hours over 4 days to get a person instead of getting the call dropped while waiting, I get (another) convoluted "not our fault, you'll be credited in a week" excuse and am wished a happy day.

I have a doc appointment coming up. I'm asking him to take OptumRx off my pharmacies and switching to in-store CVS. At least there I can deal with the issues in person on the spot. With OptumRx it's "here's our mistake, we already took your money, call us back and stay on hold until we just disconnect your call!"

Just when you think, "my Rx company is terrible," wait until you get stuck with them (hopefully you never do, seriously - this is the worst company I've ever dealt with including Time Warner Cable/Spectrum. Not exaggerating).

The medication that I have been taking for several years, and need is about to run out in days. Generally, I have a several week buffer to prevent running out, but not now. Over a month ago, Optim Rx sent my meds to the wrong location, I contacted that post office via phone and had them sent back- I was 900 miles away. The next attempt was misguided by a non English speaking rep from the Philippines, and my last request was shipped yesterday to a previous address where I haven't lived in over a year... after 20 calls and unable to reach a supervisor, I was told too bad- Amazon please put them out of business!

Totally focused on THEIR OWN NEEDS, and with utter disregard for patients who visit their website. MUST JUMP THROUGH HOOPS to get prescriptions filled... all because it's cheaper to hire lazy programmers than those with real experience and competence. Don't even BOTHER trying to talk to Technical Support; they only hire otherwise unhireable people from foreign nations, for whom English was something they learned in gradeschool. Worst Kind of Company... Focused on lower costs, negligible customer service, and laying blame for all their problem on their CUSTOMERS (who pay their bills!) GREED at its' worst!

I have never, ever, had so much trouble getting my prescriptions filled from ANYWHERE as much as OPTUM RX!
Most of my medications went through that are covered by my insurance. The two medications that caused an issue are those that are not covered by our insurance. In the past, I have given them my credit card with the idea that on these two medications. They can just charge my card when they come up for refill. So, the prescription was sent in, and the WHOLE ORDER was held up because of the two not covered by insurance. No notice was sent to me about the hold up, so I was waiting for them to show up in the mail and getting dangerously low on my medication.

Over a week passed and I finally called them back and they said once again that the order was on hold because the pharmacy wanted to know payment method! (They had my C. C.# on file, so WHAT is the problem?...)

This last prescription involved 4 phone calls and at the end of each call, I thought the medications were ordered and the amount put to the credit card. Nope! Still waited and had to make another call when they did not arrive mail order. So, I made another phone call. Order was still on hold due to questionable refill request. They still had my CC information, but had not applied it. The receiver of the call went through all the right motions and I would think, "At last, someone who knows what she is doing". Then, I would discover the issue had not been resolved.

Finally, I cancelled the one medication that they said they had no authorization for, just so I could get my allergy spray. This last phone call involved ordering a prescription nasal spray that she said would cost $41.00 for each bottle... Today, I received 4 bottles of the prescription and the charge was well over $300.00, which if I paid for one of them at 41.00,4 times 41 would be $164.00, NOT over $325.00! This is a poorly run business. We called the company back and told them to cancel our order and to take both cash pay prescriptions OFF the list! At our age, we have no intention of sitting on the phone for hours as a time with people who do not know what they are doing.

As much as we had hoped for an easy process, it has been a nightmare! Worse than a nightmare. We are going back to our regular pharmacy where we can count on things being done correctly!

We may need to rethink our insurance plan and go with something else next time.

These people need training!

My wife has been on the same medicines for years now with her back surgeries. Since the first of 2020, her meds have been denied 3 times. Since the rules are for pain meds, they do not fill them till the day your script has run out.

So we pay for them. Real nice, thanks a lot.

I've tried to call twice. The first time, all I heard on their garbaly sounding phone system was how sorry she was for me. No answers. Poor training.

The seconded time I called was about the two letters from OptimumRX, one says her pain meds are ok, the second says she needs to try fentanyl patches and some other mystery drug. Both the letters dated the same date. I get an asian lady, who had a heavy accent, and I could not understand her at all.

This sucks.

I'm going to call my BA at the union and bitterly complain!

We used Optum for the last year or so, and things ran mostly smoothly. Insurance changed at the beginning of the year, and no longer use them, except they won't release the RX to the new pharmacy, they keep "trying" to filling, but not doing so because my insurance won't cover it, and the new company can't fill it because it shows it's being filled by Optum. I've missed more doses than I've been able to take, and spent literally hours on the phone trying to deal with this.

What a mess. I tried to move my prescriptions from the pharmacy to optum and it went down hill from there. The initial customer service lady did not know what she was doing and sent in a refill request to my doctor. I didn't need a refill, I needed a transfer. I told her that repeatedly and she still requested a refill. Six phone calls later, and it has still not been resolved. And they still don't have the correct prescription from the pharmacy. Never again.

For many years I've been taking Januvia and with downloadable coupon with previous insurance paid $5.00 for month supply.
Now those idiots stepped up, declared that Step 2 medication so I have to prove them something and left me with 90 days supply and no alternatives for $120.00.
If to compare $5.00 x 3 = $15.00 and $120.00 it is a rip off.
Those people have no concerns or compassion to people.
Their associates are rude on the phone.
Nina G
Denver, Colorado

OptumRX is very hard to use. They reject your refill requests and never contact you to tell you. This has happened many times and this time my doctor even tried to call in the refill. After being transferred 7 times, he gave up and gave me a new prescription on paper to send in.

OptumRX also gives you conflicting information. And when whatever they promised when you call and speak to one rep will be rejected, leaving you to call back and talk to someone else who won't help you, won't listen to you and won't let you talk to a manager. This kind of behavior makes me so angry. It's essential I receive my meds and when you can't get OptumRX to help you, you have nowhere left to turn. I'm only using them because United Healthcare makes it mandatory. They are terrible.

In anticipation of my insurance changing at the beginning of the year, I decided to be proactive and provide my new insurance information to Optumrx specialty pharmacy weeks before the scheduled change. The representative I spoke with took all the necessary information and ran it through immediately. She even confirmed that my prescription would be covered. I knew this part wasn't particularly difficult, I was mostly concerned about having to switch specialty pharmacies and dealing with prior authorization again. Before we left the conversation, I asked her, specifically, if I would run into any problems when ordering future refills from Optumrx due to my change in insurance -- she said no. I asked her if she was sure, she said yes. I was surprised by how easy the whole exchange was, which should have tipped me off. Skeptical, but pleased at the thought of not having to go through the whole prior authorization process again, I left it alone. Once my new insurance took effect, I called Optumrx Specialty Pharmacy to refill my prescription, as I normally have every 2 weeks. The representative I spoke to then told me that because there was a change in my insurance, I could no longer use their specialty pharmacy and needed to call AllianceRx Walgreens for future refills. What. Now, I'm in the aggravating process of doing prior authorization all over again, having to communicate between my new specialty pharmacy, my insurance company, my prescription company, and my provider. I have now gone 2 months un-medicated. I am grossly annoyed at being misinformed, and angry at the dumb representative who lied to me.

This company is full of lies and deceptive in every way posable. I have never had a deductible for Chantex and even was able to get a 90 day supply. Just went to get it refilled and only would fill for 30 days and have $80.00 copay. I was told by my pharmacist that if I would had gone to CVS I would have gotten a 90 day refill for $80.00 copay. By the way the closest CVS is about 40 miles away. Another example of insurance companies and their management companies putting the screws to people.

I've been on a medication for several years. Each year I have to do a prior authorization. I needed the prescription filled a month ago. The doctor has filled out the information twice, it still hasn't been approved. An insurance company has no business determining if they feel my medication is appropriate. On top of that, I've been told 10 different things and spent a few hours on the phone. I am appalled at the audacity of an insurance company to not just have a list of approved meds and use that instead of questioning my healthcare regimen.