United Healthcare Mitgliederdienste

Thanks to a streamlined automated system, United Healthcare makes it easy for callers to speak with a representative. As an insured subscriber with United Healthcare, I called to verify my benefits for blood work appointments after receiving an unexpected bill from a recent visit.

The recorded greeting first offered Spanish by pressing 3 and then asked me to say 'health care provider' or 'member' to be directed to the right department. After I replied with 'member,' another recording stated that I could receive a text message with a link for the United Healthcare app, allowing convenient account access. I agreed to receive it and was redirected again. 

The system asked for identification, including my social security number or birth date, before my account details were pulled up. Once I said my date of birth, I was requested to say the reason for calling so I responded with “billing question.” The automated system acknowledged my request, stating that I would be transferred to a billing representative shortly.

Within five minutes, a representative was on the line requesting my name and member ID number. She verified my identity and asked how she could help. I explained that I recently received a bill for blood work and the cost was higher than expected, adding that I was under the impression I only had a co-pay for blood work. The rep quickly reviewed my insurance benefits and explained that I needed to meet my deductible before United Healthcare would pay 60 percent of my medical costs. At the time of my blood work appointment, the rep said I hadn't yet met my deductible.

After thanking her for the information. she suggested I could access my account via the app to keep up to date on my current benefits. The call was quick and efficient.