Optum RX - STAY AWAY

[SarahH845050]

If you go to a pharmacy and they hand you a prescription then tell you it cost $160, you have the choice of handing it back.  NOT WITH OPTUM RX.  Website said no co-pay.  Prescription recieved then credit card bill arrives with $160 charge.  Called Optum RX.  They will not accept any return nor issue any refund.  Called Regions Bank to dispute charge.  They refused to accept dispute but charge penalties and interest while reviewing my case and reported a late payment to credit bureaus.  The whole experience has been BAD!!!

[d797006l]

Has anyone had a problem with receiving a bad batch of drugs? I switched to Optum after joining United Healthcare a year ago, to save money. I receive two drugs from them, one a name brand which I haven't had any issues with. The other is atenolol/chlorthalidone, a generic med which I've taken for years and had no problem with (combination blood pressure and diuretic med).  At the same time as my last refill of atenolol, I noticed that it had basically stopped working....my blood pressure shot up and my feet started swelling badly. I went to my doctor and got a different prescription for both ailments, filled them locally, and they cured the problems immediately. This has me really wondering, since it's quite a coincidence that both drugs so immediately stopped working just as I switched to this new refill. Hopefully a coincidence is all it is, but being a generic and very likely coming from some third-world country, I'm really wondering if I got a refill of either expired meds or not what they were advertised to be.........  

[dl83245791]

as was reported in the news, a lot of generics are coming in from China and some from India. The FDA is not monitoring the situation enough. Generics have skyrocketed in price, and they are often inferior if coming from foreign countries. I also have noticed that my pharmacy has gone to a new supplier of generics, and I feel like my blood pressure medicine has stopped working also. The problem is no one tells us which generic is coming from where? We are forced to buy generics when the brand name is more effective. the FTC needs to investicate. 

[RN362636]

A good portion of both generic and name brand medications are made in other countries including the big name companies like Merck, Pfizer, Astra Zeneca, Sanofi, Glenmark, Abbott, GSK, etc. It is my understanding that India supplies over half of the WORLDS medications. Abbott has had operations in India since 1910. Most are simply unaware where their medications have been made for many years. Be comforted in knowing that they are inspected to meet standards. 

[whatsupdoc]

I am a long time AARP member but also a Health Insurance for Medicare agent & I sell only Med Supps as well as Part D Rx Drug Plans. This being the case, one of the health insurance companies I represent is UnitedHealthcare for the past 9 years.  I am curious as to what kind of problem you have been having with which I assume is UnitedHealthcare's Mail Order Pharmacy Rx OPTUM Rx and when you call UHc's membership desk & explain the problem, what is their response?

[lbuilta]

I can only respond for myself but I will try and be as accurate as possible. When I called the number the person that answered I think was at their home as I heard a dog barking and some child in the backround. The first response to my asking why my drug was suddenly unlisted for formulary pricing was that I was sent information with the changes for 2019.....which was not true, no notification was given. Her response was yes I was and too bad kind of attitude. When I asked for a supervisor it took 12-15 minutes to get the second person on the line and again through the whole process of the drug etc. The basic response was get the doctor to select some other manufacturer....ok why?....what is the differences in the drug composition etc.....he of course did not know. Ultimately my DR....selected a different drug after numerous phone calls. I went out to see if other Ex plans also excluded this manufacturer ....NO NOT ONE.....5 different companies approved the formulary at a 30% less than what I am paying now. As I have pereviously stated I will be getting rid of all  AARP recommended halthcare items as I have found better covereage in different areas for less money......shame on me for not doing my homework.....that includes silver sneakers coverage

[RN362636]

I think that it unfortunate that many are hoodwinked into an Advantage plan with a few little perks like a gym membership. Look at all of the complaints just about the OPTUM drug plan that one MUST have with an Advantage plan. That free gym membership isn't worth it to me. I need good health coverage; I will pay for my own gym membership. I also want to pick my own doctors, specialists, hospitals, etc. I also need good coverage when we travel and that is just not a guarantee with an Advantage plan because coverage isn't good when you are out of network. That alone can cost one a whole lot. Advantage plans may seem cheap but I think you get what you pay for.

[srk3cats]

I I have an Advantage plan with United Healthcare as part of my state pension. I haven't used Optum for years. I use GoodRx and local pharmacies to get my 90-day supplies. I just got a 90-day supply of my blood pressure medication from Walmart for $5 and change. I really like GoodRx because their website is user-friendly and I can compare prices at all the pharmacies. I am only on 2 prescription medications right now. I used to be on antidepressants before I retired five years ago and those cost the most. If I'd known that they would suppress my sex drive, I'm not sure I would have started them.

[RN362636]

Goodrx is often a good one to use for a better price but isn't it sad to pay for insurance that supposedly covers medications and then have a coupon or cash price be less than the cost of a co-pay. The system is BROKEN!

[GailL1]

@whatsupdoc 

I am not involved in this but from keeping up with the complaints here, the problem, or at least a few of them,  seems to be involving situations when there is a credit card attached to the online account.

1.  automatic refill option of maintenances meds is chosen and for one reason or the other, the benficiary does not need a refill at that time or perhaps it has been discontinued by the doc and

the med provider wasn't notified.

2.  OR there is a price increase on the medicines being reordered and there is NO mention of this when the med is ordered online - many of the complaints say that there is no price given at check out.  Thus there is a big surprise amount when the credit card bill arrives.

Those are some of the ones which I remember as complaints here.  I do not know how the registration for online registration is done but what might seem to be a real convenient thing turns into a disaster - perhaps "online", supposed convenience, is not that great for some people - you still gotta inform and stay on top of it.

[gh2607]

I have used Optumrx since 2007 and the formulary has changed a few times but getting an exception for any meds that were dropped in my case has not been difficult. Yes, it does get irritating when it happens but your doctor should be able to get it taken care of for you. Put a little leg work in yourself. I do not do autopay for any bill I have since I never know if someone with that access will take out funds that are not there and overdraft my account. Use common sense and you will be safer. 

[lbuilta]

I do not think the question is that these companies change the formulary but what AARP doest to protect their base against negative services. It would seem that the orginal practices or should I say directions ofthe organization have changed to a more political or maybe financil view

[MichelleS975644]

😩 bad idea here but i like readimg these. I am an advocate with optumrx. I read these so i can anonymously send management tickets on what wr can do better. I agree with some of this. But pricing wise please know we get prices from the insurance and they tell us what youll pay. Just know im here to express these concerns! Im so so sorry yall were not treated right!

[RN362636]

Funny that you say you are an "advocate" with OptumRx and that Optum gets its pricing from insurance (United Health Care). They are one and the same! United Health Care owns OptumRx!! They are their own Pharmacy Benefit Manager and negotiate the lowest drug prices with drug manufacturers if they want their medications to be on the insurance formulary.  The negotiated prices are a secret and not revealed but it appears that the negotiated price is NOT passed on to us. The government could force them to reveal their actual negotiated prices. Some savings goes to the pharmacy benefit manager ( Optum) and some goes to the insurance company ( United Health Care). They also provide this lovely service to large companies who have a lot of employees and then the employer gets a slice of that savings pie. They control the insurance formulary which is what they will and won't pay for as well as what pricing will be for us. Good profit in that arrangement I would imagine. Optum controls 23% of ALL drug prices in the US. CVS is owned by Caremark and controls 27% of the market and Express Scripts who is owned by Cigna controls 30%. Together that is 80% of ALL medication prices in the U.S. being controlled by 3 insurance companies via their own Pharmacy Benefit Managers. Trust me when I say that the price of your co-pay probably covers most if not all of the "negotiated price" that they pay for many medications. Our government needs to be the Pharmacy Benefit Manager for ALL medications and then ACTUALLY pass the savings to the people! That is basically what every other country in the world does; one must ask why it isn't being done in the U.S. If they don't know how they can just ask Canada, France, Germany, the UK or many others. If a few laws need changed then change them. 

[p218181h]

Seriously? In my opinion the only way Optumrx can help is to close up shop and let us deal with honest pharmacies like CVS and Express. You are the worst 

[GloriaH749221]

OptumRx is the WORST pharmacy we have ever dealt with. They are minimally competent. I would advise everyone to stay away from this company.  They seems to have little to no quality control. 

[RayAnita1981]

I agree!

What a nightmare they are to deal with.

[rtiredjoe]

I can attest as to the fact these people are frustrating and ridiculous to deal with. Some of this may be due to another fact that a lot of calls getr routed overseas. 

I had ordered a medication...thinking it was about $25.00. When I got it...it was $125.00!!! I called and after about 3 weeks and several "other phone contacts" with these idiots...was told to send back the mediaction and they would get my account in order my... as they had "locked" my account. This was back in early September. Medication was sent back (received by them on 9/30/19). 

They had  charged my credit card the $125 in early August...then reversed the charge same time...and then later tried to bill my credit card again ($125) in early September! The September charge was not placed! After another series of calls...by the end of September I was confident the issue had been resolved. Not to be! 

Late November...thinking my account was OK...I reordered 2 medications and was told it was fine. Just needed to contact my doctopr for authorization. A few days later I get an email from OptumRX notifying me of an issue (Dr. authorization). I call AGAIN and "supposedly" get it fixed. Asking them again about getting my meds and the time frame. They tell me about 12/13/19 I'd get them.

TODAY I get a letter in the mail...saying my meds have not been filled and for me to contact my doctor or call them. I call them and am told there's a "Lock on MY Account" due to the past due $125.00!!! WTF??? Now I'm really pissed!!! Had rep get me in toiuch w/a "Supervisor" (Stupervisor) and she tells me they will get account "unlocked" (she's waiting now for an authorization via email to do so) and she will ca;ll me back tonight to verify such. Offered to overnight meds once cleared up. We'll see if any of this actually happens. 

"A THOUGHT ON THIS": If they can't get this dine correctly...can I even count on the fact that they will fill my prescription w/the correct mediaction in the correct amounts of dosage??? 

[MicheleF434456]

I agree Optum is the worst. We had express scripts and they had great service. The non native English speaker customer support staff just read from a script. I am going to get hard copies of all my prescriptions and physically take them to Walgreens. I didn't do my homework on this decision. 

[PeggyW881599]

All AARP members who have been screwed by Optum should go to the "Contact Us' and send AARP a message. They should not be recommending them to the membership. Recently we changed insurance and had OptumRX forced upon us. We had Aetna before and used the Caremark system, which was great. I started over a month ago trying to move over my prescription. My doctor has had to call in the prescription three times. I've had to call 4 times. Each time the agent I reach first gives me the wrong information, several versions of the wrong info. First they say the reason it didn't ship was because it was set up as an auto refill (ugh?). Then they say it is fixed and I should receive by x date. Then I say that doesn't make sense, they look closer and then they say my insurance doesn't cover it because it is a brand name. I say the generic equivalent is fine, the don't make the brand name anymore. All you can get is the generic. Then they say they have fixed it and I will receive by date. X date comes and goes, no emails, no phone calls, and no prescription. Then I call again and go through the same routine. Four times. Today I was SCREAMING at the agent. I said I would not get off the phone until I had a tracking number. I refused to accept her lies and finally they transferred me to a US based agent (her words not mine). Turns out someone had clicked that I would only accept the brand name prescription (God only knows why) and that was why it kept crashing. Again, no phone calls, no emails, the request just disappears. The US agent had seen this happen before. The problem is the call center, the first person you get is out of country, new, inexperienced and they very simply lie. They tell you what you want to hear to get off the phone. I had to tell the agent, Maind, that I would not get off the phone without a tracking number that showed I would receive the drugs tomorrow. I basically refused to budge 6 times saying "nothing ia acceptable except these drugs will be received tomorrow." She finally said she would transfer me to a US agent but it was only because I said repeatedly I would not budge.

These are drugs I need to live. I have Parkinsons. Stress is very bad for me and this has caused incredible stress.

The link to check your order status in the email you receive confirming your order sends you to UnitedHealthcare. No way to get to the order status from there! And option to send a message from the 'Contact Us" on the OptumRx site doesn't work.

So they are incompetent at all levels! I plan to complain loudly to United Healthcare and to our employer for choosing a company that is so bad. Given the reviews posted I am not the only disgruntled one our there.

[sylvia2009]

I am having the same issues!!!!!!!!!!!!!!!!!!!!!!!!!!!  It has been a nightmare!!!!  I started with them Jan1 with our new coverage and I have been on the phone several times and my doctors trying to get my medications transferred.  They are useless!!!!

Caremark was awesome, NEVER had these issues, none!

I had a heart attack 2 years and I had to fight to get NITRO!!!!  Unreal!!!!

Why did United Health Care go to these idiots!!!!!!!!!!!!!!!!!!!!!!!!!!!

[PamelaM176692]

Same problems here. I’ve tried to order meds on three occasions each time I had to call. The app is horrible, missing prescriptions or meds listed under the wrong family member. No phone number listed to call and no prices visible until you place the order. Last call was an hour long to get my daughter’s arthritis med. They to deny my request to speak to the Pharmacist. I strongly recommended avoiding this company. Unfortunately we have no choice as it is through my husband’s employer. No customer service and meds are 3x the cost of Medco.

[JazzGirl9]

Hi Pamela

You’re Dr should to send refills or new Rx’s  to Optum either via electronic submission, call or fax. There is nothing you can do about their formulary if Rx is not on their list but whoever handles prior authorizations your Drs office can try to do that if your Dr thinks it’s detrimental to your health to change. Do not use the app to refill drugs. Call your Drs office for them to submit them. Not much else I can say. Did you call the phone number I posted? Sorry you’re going though this but Optum insurance is not the best. Good luck. 

Nina

[PamelaM176692]

Thank you for the help . Our Doctors have submitted scripts electronically and followed all the necessary procedures but this company has continued to make mistakes. We had two more problems since my first post that took hour long phone calls again. I’ve only had one problem with formularies that was resolved by a doctor appeal. Just a total lack of competence on the part of this company.

[m702796s]

Do Not submit scripts electronically unless you want Optum to fill it automatically. If you EVER give OptumRX a Credit Card they will keep it, store it until your next doctor-submitted prescription, and fill it whether you need it or not, and charge your card. ALWAYS ask your doctor for a printed prescription, and then take it or send it wherever you want it filled. Shop around for the best price. I have received free prescriptions after joining the Kroger savings club for meds which cost me $47 through my plan. Shop around.

[JazzGirl9]

I wonder if there is a way to change  plans if you call Medicare to complain. There also may be a time frame to be able to switch. 
Nina

[m702796s]

You can't change prescription plans unless you change insurance carriers. OPTUM is UHC's prescription drug plan and it is a part of UHC. You can change insurance carriers in NOV/DEC during change time and possibly choose a new drug plan. But you have to leave UHC.

[RN362636]

Not being able to change carriers for medication is ONLY true for ADVANTAGE plans! That is one reason that many call them Dis-Advantage plans. With a traditional Medicare gap part D policy you can change every year depending upon the changes in the formulary if you want or need to. This includes United Health as long as it is a TRADITIONAL plan, not an Advantage plan. 

[lbuilta]

if you are on the advantage system......only

[JazzGirl9]

Interesting. I have United Healthcare supplement and Express Scripts. Is that with Medicare Advantage only?

[m702796s]

Yes. It's an AARP/UHC Advantage Plan. It costs me nothing per month.  But I'm stuck with the idiocy that is OptumRX. After three years I have learned to work around them. There are many ways to do it. Don't expect them to change and don't expect AARP to help you. I think they are doing their members a terrific disservice, but AARP doesn't seem to care as they must be getting a great kickback from UHC.