OptumrxReviews 465

I have had troble with Optum Pharmacy previously but this time they have gone too far. I had a prescription for a refrigerated medication that Optum transferred from Publix without my permission. When they realized that they were unable to fill the prescription, they abruptly cancelled it without notifying me. When I realized what was going on, Publix was able to call my doctor to rewrite the prescription and the pharmacist also had to have the medication transferred from another location. I wish I did not have Optum as my mail order pharmacy and I have transferred all my medications now to Publix. If you get a letter from United Healthcare asking you to transfer your medications to Optum, don't make the same mistake that I did. It will not save you any time or money.

People need competent pharmacuetical companies for their medication and not a company that will both place their lives and financial livelyhood in grave danger. OPTUM pharmacy is not reliable. United Healthcare should not do business with this company. This is an extremely bad company. They never let you speak to the manager when you call customer service and you can be on hold or given the run around for hours waiting on the phone. The customer service is extremely BAD.Lots of people their who barely speak understandable English and who have no idea what they are doing. This agency needs to be regulated.

The worst part of being diabetic, is having to deal with OptumRx, and I don't have a choice since they handle my insurance mail order pharmacy, so I have to go through them.
There isn't a single request, or task that they can do. Every month I have to jump through the same hurdles to get my prescriptions, and even when I managed to get it through a different pharmacy like CVS, they have to process the claims and of course they make things as complicated as possible. The worst part is; they don't care. I would be running out of diabetes supplies because of them not being able to process orders, and I have to keep calling every day to speak to a new agent who would tell me that they don't see an order/request although they see I called, and I keep going through that every day, with different agents and escalation teams until I get lucky to get an agent on the phone who knows what they're doing.

Used Optumrx because I was having so much trouble with pharmacy getting medication. Optumrx proved to be the worst ever. Lied to me about paying cash for a scrip because they couldn't resolve an issue costing me over $500. Every month they screwed up my scripts. Moved to another insurance from Optum RX and AARP/United Health care. All three of them are not worth giving the time of day. They make it MUCH more difficult; as a senior I feel they should be ashamed of themselves.

I have been fighting with Optum Rx since September over them asking for a credit card number for no cost prescriptions. I have not been able to get my meds for my heart condition for two months since I would not give them a credit car number. I went round and round with them on the phone probably about 6 or 8 times, and when I asked for a supervisor, they said there was no supervisor available. Normally I would give a credit card number they charged my wife's credit card when we told them not to for a $421.00 prescription, on the website it said it was $150.00. We finally got our money back but we could not pay all of our mortgage that month because of that.
When you call their customer service line you are connected to some idiot from a third world country who cannot speak English. They must no have access to a computer because you have to tell them everything about your prescriptions.
I finally decided I needed the medicine and gave them a credit card number. The first thing they did was cancel my order because while they were screwing around the prescriptions expired so I had to get new ones from my doctor.
I made a complaint with Medicare and UHC said they did an investigation and they could not find where I had made one phone call to them.
I would seek an attorney to sue them, but we are on social security and with Biden trying to bankrupt all of us, we cannot afford to do so.

I'll keep this basic as I have the same complaints as hundreds of others based on what I'm reading on this site. Optum RX / UHC doesn't care about their customers / patients. Customer service is an absolute joke. You have a question; they say please hold for a few minutes and come back 10 minutes later saying they will look into the issue. You select at the beginning to take a survey and after the call instead of the agent disconnecting from the call, they place you on hold so you can't leave a survey response. Best thing is not to go with Optum RX UHC if you can avoid them.

Best example of why all services need a competitive market. Monopolist and they act like it... TOTAL SCUM BAGS!

Absolutely horrible service that continually delays medication and empowers the insurance industry to limit care to those that need daily drugs. Yearly I have to jump through hoops to get a daily medication that inevitably gets delayed for months.

I hope this place gets shut down for the public good.

I have been stuck with this pharmacy while doing 2 IVF cycles. They are completely awful. Their automated system is impossible to navigate, and it takes forever just to speak to a person who can never help. They are expensive, and I NEVER want to deal with them again. I'd rather spend more money on a better pharmacy.

They can't solve my problem, they put me on hold for hours, they don't call me back. Terrible service

My son needed an emergency medication (which IS covered under my plan) late at night on a weekend when ALL the nearby in-network pharmacies were closed. Optum denied my claim and I had to pay out of pocket (which was very expensive) or my son would have ended up in the hospital. When I explained after the holiday that it was an emergency situation and I needed to be reimbursed (I should have only paid $5!) the customer service person spoke down to me, refused to help and basically told me tough luck. HORRIBLE experience.

This has got to be the poorest run company in the world. No one cares so don't expect anything. They should really just shut the doors. I hate them

As the provider, I spend countless hours dealing with the Pre-Authorization process and mostly get denied even when OptumRX doesn't have an appropriate substitution for the psychiatric medication prescribed.
Patients endure long wait times when they should be starting their new medication and providers decide to give up their private practices and/or retract from their relationship with United Health Care Insurance which means patients have to find new providers and nobody wins.
In the end, patients suffer the most and providers finally give up but UHC continues to wonder why there are so many patients seeking treatment.
All-the-while: (exert from article https://www.fiercehealthcare.com/payers/heres-how-much-unitedhealth-ceo-andrew-witty-earned-last-year).

In 2019, as CEO of UnitedHealth's Optum subsidiary, Witty took home $16.5 million in total compensation, which included a $1.1 million salary and $9.4 million in stock awards.

They've been incapable of filling multiple prescriptions and often just don't notify you they haven't filled it. Their customer service is the least helpful I've ever dealt with, every time I contact them instead of trying to resolve the issue they tell me to try using CVS instead of them. When I've tried to transfer prescriptions they've cancelled every single one claiming they can't get in contact with the pharmacy or the prescriber, but when I've followed up with either they've not received any communication from OptumRX. I'd highly recommend any person who loves themselves and any company who loves their employees avoid this company at all costs.

I have been using them through UHC for 2 years now and i am done. This is the most incompetent bunch of people i have EVER dealt with. Every reorder is just another problem. Just moved, sent them 3 emails with a change of address and NOT to send out scrips to the old address...they don't allow you to change your address on your OWN account, like we are children. Well i just notification this morning that my order was shipped...guess where? My old address. They are a bunch of idiots in Thailand. She says she appreciates my feedback after i reamed her a new $#*!...and if i want my address changed to call another number. I wont' call those people if its the last place on earth that i can get meds. I will be getting my scrips from GoodRX. From here on... Can't believe how stupid these people are!

I have been fighting with them for almost a month to get a prescription that we previously had through them. Our insurance changed and had to make it as a new script. They have the WORST customer service ever. They constantly drop the call if you say yes to survey. Promise to call you back but won't. Pretend they are contacting insurance or drs and really don't (as verified by both ins. And dr that they never got a call). Every time I called (20+ calls) They came up with some other reason they couldn't process the script. Meanwhile my husband is now back to being in severe pain and unable to move as well as he was while on this med. All they ever say is I'm sorry, but still wont listen or help. Thats when you can actually understand them because they send their calls to a foreign call center. Worst company ever! If you can go elsewhere I would suggest doing so.

So far, my doctor has called twice to start delivery of Xolair. One of those times, I was in the room while they organized the delivery to their office so I can begin my shots.
Well, there was no record. That means I have to call and expedite... In my military tone.
Two calls by myself... The medicine is still not being sent out.
I have had UHC / OptumRx off and on since 1989 and quality has never changed; absolute garbage service. Inevitably, I am now averaging 6 to 7 phone calls, per month, yelling at these idiots to process the order and deliver the medicine to my doctor's office so I don't end up in the Emergency Room for anaphylactic shock. Explaining my condition to these idiots doesn't matter, it doesn't expedite the medicine.
If I end up in a grave medical condition, I've instructed my wife to present a log of all the calls w/ recordings to the State of Ohio Attorney General to investigate UHC / OptumRx.

Optum RX is one of the worst customer service experience! English is not the representatives first language... With that being said explaining the problem to the representative is literally impossible... After I would ask a question ⁉ the female rep. Would reply " I don't understand that one"... I'm assuming she meant " my question..." so I would go at it from another angle " reply.
I don't understand that one" she finally said to me your medicine is out of stock!... after I had to spell the medication twice she just didn't understand. We can put it on the waiting list... Now why would I do that? I need this new prescription for a reason. I have had multiple problems with this mail order pharmacy, Optum RX.
Ridiculous! Out of pocket charges. Due to no attempt to notify me., that I needed a prior authorization from my PCP... I'm a nurse and very aware of these procedures... If you don't have to use Optum RX... Well just that. Good luck... I'm truly hoping that an honest review means something...

Still, no meds it is crazy that this company can not feel more for its people. My meds are my way of life, and this just is not right.

My doctor writes me a prescription for my skin cancer medication and since it's taking longer then 6 months that's recommended they will no longer pay for it it wasn't such a good decision to pick United healthcare matter of fact is a pretty poor decision on my part but I will be looking to change it.
And how do you have proof if it's not approved