OptumrxReviews 465

OptumRx seems to be playing games with Preauthorizations. Denying one drug that has proven to control my condition and forcing me to a less effective medication. Now denying another PA that previously was approved. If your company is offering this provider you need to raise complaints right away. My health is now a mess and I am considering legal remedies.

Twice in two weeks I ordered a critical diabetes medication. A week after that I still did not receive it. I am COMPLETELY out of this med. They do a poor job of keeping me stocked on medicine. When I'm asked to provide proof of ordering there is no obvious proof of purchase available to show them.

OptumRX is in business to serve their C-suite and shareholders. They do not care about the members/consumers who they are simply stealing money from without providing service.

Here is my experience over more than 5 years of being on an insurance plan that has chosen OptumRX as the pharmacy provider.

1) they find low cost shipping options that harm your experience as the customer.
2) They do everything they can not to approve medicine's your physician tells you to take and that improve your life. If they think you can do something else, they dont care about side effects, they only care about the lowest cost drug.
3) They make you speak to people in a foreign country who do not know how to handle any of the issues. Again horrible customer experience, but guess what costs them less.

This company should go out of business... but instead they print money at your expense.

I was told that I owed a balance, in spite of having paid with every order placed and never receiving a bill. When I attempted to pay, the balance due on the account was $0. I requested that they provide a billing history showing when I incurred this balance (why wasn't it included on the order total that I did pay? Why is my account showing $0 balance when I try to pay if there is a supposed payment due?) so that I would have information before sending a payment. They said they would provide a history, but I never received one. They said I could call and make a special payment since the online account wouldn't allow me to make a payment on my $0 account. It all sounded incredibly fishy. Any balance should have shown up on the account, and it should have been simple to email or snail-mail a balance history. Dealing with the customer service for this process was a total nightmare. They were rude and not helpful. I wish I could completely divorce myself from this company, but I'm stuck with them due to my company's insurance policy. I will never use their mail service again, though.

If I could I would give them negative stars. This company is like dealing with the mob. I have had migraine since I was 8 years old. Been on every medication under the sun. 3 years ago my Neurologist gave me Emgality to try. For the first time in almost 30 years I was migraine free. Even on multiple medications I had constant migraines before. Was taking so much Tylenol and Ibprofen that I developed 7 ulcers, been hospitalized, missed work, etc. Emgality basically did a 180 on my life. But now, every time I try to fill it I have to battle Optum RX. 3 days after I got my prior authorization approved by them they "removed it from the coverage list". Went to refill and was told, we need medical history of medications you've tried, how many migraine days you have, oh and theres a new medication out so you will have to try that first.

I told them, I have a cabinet full of every medication known to man for migraines what is the deal. Even after my dr sent all needed documentation I was told i would have to try the new medication first. Why i asked, its cheaper. So now I have to go back to suffering and side effects all so they can save some money (they think, but wont when I am in the hospital every week billing them for it). Just to go back to the ONE thing that has been found to work the past 3 years.

These people are soulless scum bags. They do not care about you, your health, or wellbeing. If it saved them a dollar they would let you spend every moment of your life in pain.

The customer service at Optumrx is less than dismal. The phone waits are long. I have a secure computer at home, and I still have to get a text from them with a code each time I log into my account. Why? Why not give YOUR customers the ability to chose to have a code to login to their account. The hoops we have to jump through with this company is incredible. I am constantly being charged for my prescriptions before they let me know when my prescription will be mailed to me. Honestly, I'm just going to get my prescriptions from CVS. At least I won't be hit with a cost that I have no idea that is coming. I'm not at all happy with this company. The website representative told me after we chatted that I would have a small feedback to provide. Of course, she hung up on me. I'm done.

United Healthcare owns OptumRx. As a subscriber to their drug coverage they steer customers to Optum or... one has to pay 30% +/- more from a local pharmacy. I've dealt with 4 other mail-order pharmacies over the years and Optum stands out as the absolute WORST by a long measure. Three days after a script is sent to Optum-- it's still not in the customer profile. When it does show up, delivery is another 7 to 10 days. It takes multiple calls to check status and progress. This is not a one-time occurence... it's standard operating procedure.

Never have I ever experienced such nonsense as dealing with this company. Total incompetence first order is approved then there is a problem, call to resolve everything okay then again a problem. Ask to speak to supervisor not available after 20 minute wait. Ask for supervisor to call never does. THIS COMPANY SUCKS! AVOID IT! DESERVES NEGATIVE STARS!

I'm waiting for my medication to come in for a week and a half right now. I made two calls. It was supposed to be delivered by Saturday. Today is Tuesday. Nothing as of yet. If I went to Wallgreens I would be good today but my condition is worsening. I feel cheated. If I had a choice I would never pick this provider. Unfortunately I have insurance through my work. In my opinion Optimum rx is a last resort company.

I was used to using CVS's website when my company required us to switch to Optum Rx. I've been struggling for the last 2 years to try to get my doctor's fax number updated from Pennsylvania to Milwaukee. No luck - have to call every time I get a notification that they can't contact my doctor. So I try to track status on their website, and its usability is beyond bad. Where CVS had one line to tell me what was ordered, when the next refill was, etc., Using Optum's means hunting across multiple screens, drilling down, looking in different places, and still having a hard time getting a full picture of something simple like how many refills, when the next one is due, and who the prescribing doctor is.

Purposely make filling prescription impossible. Refuse to send prior authorization. Said doc has 72 hours or comply. If he did not return the prior authorization in 72 hours, they automatically deny filling the script. Indicated it was to protect seniors. Likewise if not complied within 72 hoursI would be confronted with an appeal further delaying my prescription. It's all orchestrated to deny filling necessary prescriptions. More delays means more profit. I may file a complaint with THE STATE INSURANCE LICENSING DIVISION. KEEP THAT IN MIND AS ONE OF YOUR REMEDIES. I'll be changing companies asap. Run don't walk away from the unconscionable insurance carrier. Look at the reviews mostly 1.

Miserable company! Twice now my son's medication has been switched from our normal pharmacy to Optum, without permission or authority. We then have to jump through hoops to get it switched back, esp as this rx is required to be refrigerated! I would never choose to do business with them.

Total useless pharmacy. Patients has to do all the work. They say they can't make outside call. Tell u one thing for u to call back and check that nothing has be done. Hate having to call them stressful and aggravating.

Optum Rx was supposed to "auto fill" all of my mother's medication. When it came to her most critical they did not inform us of any changes and never sent it. Finally it hit us it wasn't coming with only a handful of days to get the medicine and after talking to one of their pharmacists about this mistake they said they'd expedite it within 3 days. 5 days later, nothing, so we call again and they say that it was never expedited and would arrive in another 6 days after that. 6 days later, nothing, we call again and they say it'll be another 5 days. So we cancelled the order and closed the Optum Rx account. Bad service, lies to placate us, and poor service. I can't imagine people who literally survive off their medicine using this company safely! Stay away...

I've waited for an automatic refill since I ran out of meds a10 days ago. I've had to call 5 days with no response as prompted. I waited 3 hrs today and when the phone rang I answered on first ring and was disconnected.

I recently switched to OptumRx from recommendation by my insurer. They sent me medication I didn't need and sent 6 tubes of a medication that I barely use up in a year with 1-1/2 year expiration dates. And have the nerve to charge me when my local pharmacy does not.

Of any business I've dealt with in my 60 yrs Optumrx has truly been the kindest, most patient, understanding, helpful & knowledgeable company I've dealt with. Every single time I've called (a lot) has been great. They text me everyday to remind me to take meds, email me to remind me to refill meds & were very helpful by offering a coupon for very expensive meds etc. They go above & beyond to see you get taken care of properly. They mailed my meds & i got them the next day. I've nothing but good to say. Highly recommend.

This company is horrible. Stay away from them on October 15th signup day. They do not listen and do not communicate internally!

On multiple occasions the preauthorization representatives gave both myself (patient) and my doctor false, conflicting information. They refused to let my doctor do a telephone preauthorization request although the literature they sent clearly states that she can do this. They repeatedly transferred both myself and my doctor to the wrong departments. They also said that after a medication appeal is approved or denied they don't have to notify the patient and the doctor has to call Optum Rx to find out if it is approved or denied. However on one occasion prior to this incidence a customer service rep did call me to say that my appeal had been approved and I could go to the pharmacy to pick up the medication. The preauthorization process is unreliable, contradictory and does not comply with their written literature. The worst thing about my Medicare advantage plan is having to use Optum Rx. It could cost many patients their lives! Their needs to be a detailed medical review by CMS of COMPLAINTS ABOUT OPTUM RX and an Open forum for patient to register complaints and those complaints should be individually addressed AND RESPONDED TO.

I absolutely loathe UHC/OptumRx.
Firstly, nobody who has insurance should have to pay over $500 for a prescription.
Hell nobody should, but I already pay for insurance.

Second - their customer service is the worst.
Their CS rep screwed up and overcharged me (blaming it on "the system" lady, I can see that you charged me twice for one of the medications. You screwed up. Not the system) So they call me at 8:15pm leave a message that they had to cancel that order, and they need my authorization to charge my card again.
The first charge? Still on my card.
So they want me to authorize ANOTHER $600 charge, when the first one hasn't even been credited?

Inept doesn't even begin to address how awful they are.