Optum Reviews 494

Like almost all the reviewers here, the one star is only because I am forced to give one. This is a ZERO star review.

I have one medication I get through them: ONE. That's it. However the process of trying to get this medication has been infuriating to the point of absurdity. I'm on my 25th phone call in a month. My doctor has also called them multiple times, believe it or not, even my insurance company has tried to call them increduously!

Each incompetent rep I talk to gives me a different run around as to why the medicine I have been taking for two years (after jumping through hoops), now requires a new Prior Authorization. They also can't seem to explain why it went from $15 for a 3 month supply to $1200 a month! All I can tell is, it has something to do with the new year. After that, they give me different reasons. Is it my deductible? Maybe. But then the other agent says no, this is a covered drug so insurance should be paying at least 80%. Is it not covered suddenly by insurance? Well some reps say yes, but then I found their formulary list and it is covered so not that. Barely any reps speak English so there's that.

All I know is, I'm now late for my dose and have been getting migraines. Nothing should be this hard. Even my doctor is furious with them. I call every day. It's at least an hour a day or more with them.

They are a a disgusting, horrible, abysmal company whose only purpose is greed. What a shame what's happened to our country's healthcare system. I can't even imagine having more than one drug I had to take. I would not be able to have a job as I'd be on the phone with them all day.

United Healthcare is forcing us into mail order prescriptions through their own company OptumRX. I love mail order. Except I'm on 2 controlled drugs (Lyrica for fibromyalgia and VyVance for ADHD) and my 11 year old is on 1 controlled drug (Concerta for ADHD). If we get our meds through a local pharmacy we have to get name brand and only can get a 21 day supply ($120 each). If we get our meds through mail order we can get generic and a 30 day supply($10/each). An adult 21 or over has to be home to sign for the drugs and my husband and I both work full time day jobs. Federal/state laws state a provider cannot call in a prescription until there are only 3 business days of meds left and with shipping times we will be without meds one or two days per month. Is there any recourse? Can the coverage be changed? Does it have to be this expensive and hard? I have ADHD and I need these meds. This process is so hard having ADHD.

I work at a personal injury firm and this company is extremely hard to deal with! It takes forever to get a final lien, even when emailing and requesting from portal. You can rarely ever speak to a customer service agent because of the long wait times! I HATE DEALING WITH THIS COMPANY!

I would give Optum a zero if I could. Their customer service is substandard. The reps are of no help at all. Worst of all I just read they are owned by united Healthcare. I have Tufts preferred health insurance. They have always used Caremark for mail order prescriptions until recently. I am so disappointed and will discontinue using Optum. Our healthcare, across the board, overall is terrible.

The only reason I gave them a 1 because 0 was unavailable. Non existent customer service. Almost impossible to get a human and even harder to get one that can problem solve. Suddenly, they started billing me for an extremely expensive drug that the state pays for. I took 2 months to figure this out. The poor people you talk to need to follow a script and can not do anything out of the norm. They will transfer you to another person who is limited in what they can access. By a fluke, I finally got a representative that has a title of some sort indicating special problem solve
She told me that they dropped honoring my payment from the state because they did not make money off it. Why couldn't,they tell me this? Why is so difficult to speak with a person who can problem solve? I glad that their stockholders and executives are capable of making millions but what about common people? Where is the service that we are paying for? Absolutely horrific experience.

Terrible customer service. Panther specialty Pharmacy is so much better. With Panther I never had problems with preauth or refills. Panther was proactive with the pre authorizations. Optum staff could care less if I am out of medicine and blames everyone else. Toby was very disrespectful.

They have been amazing. They let me know if my med is in stock or not. When I refill I get a time frame of when it will be delivered. I can even have my meds expedited if I need to. They are very affordable and convenient. I definitely will recommend to friends and family.

I am a senior and have now called twice on 2 separate occasions regarding last days of the flu with continued coughing and wheezing. On these 2 separate occasions I was told I would be hearing from the triage nurse - never happened. I ended up going to urgent care - this is unacceptable in so many ways. I did received a call today - 2 days later only to be told I needed to set up an appointment but nothing available :(

Never received any notice that my prescription was not in stock. Unable to long onto site for over three days, and multiple attempts each day. When sight finally loaded, found out my prescription still had not shipped. When called to find out why, was left on hold for over 30 minutes and then hung up on. When called back, was told they don't ship over the weekend. Plus they don't tell you anywhere on website that it will take 2 weeks to get prescriptions. Amazon pharmacy has the same price, site always loads, and you receive your prescriptions next day. For an online platform, let alone a home delivery pharmacy, you could not be any worse. Will post this same review everywhere, so that people know to avoid you.

I give them a minus ZERO. I have been on Medicare since July 2024. I thought of leaving Optum RX, but all of the prescription carriers charge ridiculous prices. They all price gouge. Forget calling them. Their reps are as dumb as stones. It’s like someone called all the carnies in the world to work for them. I called 7 times in 1 day and received 7 different prices for the same drug. You will be sent to the Philippines to talk to a BINDER person who doesn’t speak English, and they cannot understand me when I call. Optum and all Medicare drug companies discriminate against the aged. They up-tier their drugs and charge more to only those on Medicare. It is blatant ageism. They never let you speak to a pharmacist, and they take up to 10 days to fill an RX. Those that control Optum rx are smug and unapologetic. I have listened to them speak during congressional meetings. They don’t care if you live or die as long as they make money.
This complaint site is not going to get you any help. I have had 2 call backs from the same person who tried to sympathize, but is very patronizing.
I lose a few brain cells every time I speak to them.
(I used the date of Feb 2025 below because I had no other choice. this is not one day, but every time I have ever called them.)

Optum owned by United Healthcare is such a mismanaged and disorganized outfit. Doctor submitted my 2 scripts and I logged in added payment method and I thought it was all good. That was until I received emails saying the order was on the hold without explanation. So I was forced to call - the rep couldn't find me name,member #, SSN, etc. Had to get a another gentleman on phone and he found my account. He explained the account was on hold because the price jumped up 300 % for Ubrevly and said it was due to the 40% deductible due up front on prescriptions. I said cancel that one and only keep my Toprimate which he said I have to transfer you back to another agent. That lady assured me she cancelled the expensive 353. Ubrevly and would process the 0.00 Toprimate for me. So here I been waiting and waiting and waiting for my pills and decided to log in look for tracking since Express scripts NEVER took this long and Ubrevly is on there for 991. and Toprimate is 25.40 not 0.00 copay like the rep said . SHE NEVER EVEN SUBMITTED THE ORDER LIKE SHE SAID SHE WAS DOING THAT NIGHT What a bunch of useless incompetent people.

I would put a minus number if I had a choice. They SUCK plain and simple. Did not fill my prescription because it was written by the NP. What the F

Don't even think of ordering here you will never get anything
Use NYU lagone specialty pharmacy which is approved by the insurance company. What a difference in dealing with the 2 companies Optum no customer service and never sends out anything. NYU Lagone was unreal understanding and helpful
I received my medication within 2 days to my door

Impossible to get through online.The username and password NEVER WORK. Try again later or wrong info. Then they make you work at finding a phone number. Service is terrible.

TERRIBLE!!
Called every day for status and always put on hold while they check with pharmacist. Always excuses while I wait and run out of my meds. DO NOT SUBSCRIBE TO THIS COMPANY. JUST PAY MORE AND GO TO LOCAL PHARMACY. HORRIBLE EXPERIENCE EACH CALL WITH THESE INEFFICIENT PEOPLE.

Tried to sign up on internet portal "something is wrong will contact in a week or call medical office". this was to refill a prescription medicine. This place is messed up.

Constantly hounded by the car salesman at optimumRX. All communication is far delayed by the actual coverage of medication. They refuse more medications than any other I've experienced. Phone center is under trained and have no idea what they are talking about. Terrible company to try and work with. Avoid at all costs if possible!

Let's just call this company what they are. Murderers. A 22 year old man is now dead because this company charges so much for medication that this man had to choose between rent of an inhaler.

horrid is the only word that describes Optum. My doctor has sent in my prescriptions three times and received a confirmation that they were received. They never show up on their web site and eventually I get a message that the prescriptions (which their customer service says they never received) are being cancelled because the doctor has not responded. I’ve called three separate times begging for help only to be told they are unable to do anything and the doctor is lying. Right, my doctor of 30 years is faking the confirmation message. This is a fraudulent company that should be investigated immediately. Their customer service people are rude, barely speak English, and can often be hard to hear over the chickens in the background (not kidding).