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About OptumRx Reviews
OptumRx specializes in the delivery, clinical management and affordability of prescription medications and consumer health products. Our high-quality, integrated services deliver optimal member outcomes, superior savings and outstanding customer service. We are an Optum company - the world's largest provider of integrated health services.
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Reviewed July 11, 2023
I am a prescriber. OptumRx seems to use denial of meds as feature in their business model. Example - patient stabilized on antipsychotic denied. PA submitted. Told would need to document failure of 3 other antipsychotics from a list first (definitely know several on list are much more expensive than denied Rx). Pt has failed 2 meds on the list. Trying a med and failing can cause psychosis and severe debilitation in patient's life. Tried to call provider number - 30 min and 3 transfers later - still can't speak to anyone who can help. This is ONE example. This happens a lot.
Reviewed July 7, 2023
It's very unfortunate that United Healthcare is connected to OptumRX. I've received an injection twice a year for osteoporosis for 6 years (verified by DEXA bone scans), and OptumRX has denied the appeal. Looking forward to NOT doing business with OptumRX in the future.
Reviewed July 6, 2023
My doctor ordered medication on the 28th. Eight days later it is just being shipped. It happens to be an emergency inhaler and I need it to travel. There is no confirmed tracking. I'm told it will be here in ten days but I'm leaving in 6 days. On the phone I'm speaking to someone with english as a second language with canned phrases like, "How can I make your day better" and, "There is nothing we can do." Horrible communication. If they were out of stock, they should communication that to the client so another option can be arranged. I was told I would receive it by today and now it is actually only shipped today and not even overnighted. I don't recommend using them as an option if you can fill things at a local pharmacy.
Reviewed July 3, 2023
Have any of you spoken to the representative who is working from home whose got a very loud and vocal rooster? Yup, a rooster. I had difficulty hearing him because his rooster was louder than he was. I'm an animal lover, but come on really. I don't want to hear him continuously crowing and distracting my thoughts as I am attempting to discuss my order. I don't know what you can do to calm down a rooster at night. It was evening when I placed the call. I'm not sure what country the rep lives in.
It doesn't seem to matter who you speak with at OptumRx because you will be given misinformation more times than not. I'm going to be seeking a better alternative for my future orders. When an insurance provider owns the mail order pharmacy you can imagine how bad the service is. Both systems are broken. I wish this country would go to subsidized health care like Canada and many countries who provide healthier populations of citizens. I believe it is called socialized medicine.
Reviewed June 30, 2023
Very dissatisfied. In addition, Optum RX medicine process is ridiculous. My doctor prescribes a med. then I have to OK it. Totally unnecessary. I do not want auto renew. They don't get it.
Reviewed June 30, 2023
They have a lock on my blood pressure meds forcing Mail delivery, is not an option for me as I live in an apartment complex that has problems with missing mail and stolen mail, I can't even pay out of pocket for my blood pressure meds and have to go through a series of overrides and doctors' calls to get them filled often leaving me without my blood pressure medicines sometimes for a week, I cannot believe we now live in a society where Insurance Company can put a lock on your prescriptions that won't even let you pay out of pocket for them. They will cause someone Serious injury or death with this policy. It's only a matter of time.
Reviewed June 26, 2023
OptumRx Home Delivery is a headache, nothing but problems every time you use them.. Now they're questioning my doctor's prescription, for a medication I've been taking for 2 years.. If my doctor send them a prescription, who is the the pharmacist to question it? The pharmacist knows more than my doctor???? Ridiculous!!! Very poor service.. AVOID!!!
Reviewed June 25, 2023
It's insane that my pharmacy has my script, but Optumrx repeatedly denies my refills because the doctor won't call back. Sure, CVS can fill my prescriptions, at 5 times the cost. So, I go without what I need.
Reviewed June 7, 2023
Optum has had website issues with erroneous pricing, for over a week I am told.... How does one agree to purchase something when the wrong price information is provided. Today I am told there have been website technical issues, but instead of informing customers, they just roll along. I see a $300 price for meds I normally get for about $13. I am new to Optum and after numerous calls, feel this was a really bad decision on my Insurer's part.
Reviewed June 6, 2023
I really don't understand how this company stays in business. For me, this is also the most expensive drug plan that I could buy. Every time I try to refill a prescription there is another reason why it hasn't shipped. One time it was because they didn't have my credit card information (they did have it). Another time it was because the amount to be charged to my credit card was more than expected (but no communication about this until I called to see where my prescription was). This time around when their website send my prescription was pending (rather than shipped). After a week and two unanswered emails, I am told it is because they didn't have inventory of my prescription. Again, NO COMMUNICATION. It's like they don't understand that prescriptions are IMPORTANT to keeping people alive.
Reviewed June 5, 2023
I deeply regret attempting to transfer our prescriptions to Optum Rx Home Delivery. A month later, we still do not have our prescriptions and I am frustrated after spending hours trying to correct what they cannot do. It is convoluted and difficult to speak to a human through their 1-800 numbers. If you manage to make it past the automations, a rude, curt and insulting customer service agent awaits. I've spoken with the same agent multiple times now but have yet to speak with a pharmacist. Although I had existing refills, the insist I do not. They claim to be unable to verify meds through my doctor, so I called my doctor who immediately sent new prescriptions. They still deny having them. I hold no hope in being able to now transfer them to a more dependable service.
Reviewed June 3, 2023
My clinic made an order for fertility drugs a week ago. I received an email from OptumRX that my order is being processed, so I expected the delivery. Nobody ever called me. A week later, when I need the medication, it turned out nothing was sent and the order was cancelled. They say I should have called to confirm the delivery. But how was I supposed to know it is I who needs to call when the order is there? And why did I get that email about my order being processed then? This is so confusing and frustrating to deal with a pharmacy that can't even reach out to you when they need more information.
Reviewed May 27, 2023
1. OptumRx will update your online refill preferences without your knowledge nor will they tell you after the fact. This is so they can send you one you don't need and bill you for it. Since its medications, you cannot return them.
2. If there is a shortage from the supplier Optum RX will completely delete your prescription from the system causing more complications in trying to get medically necessary prescriptions filled anywhere.
3. Two members of my family need medications that cannot be filled by the mail order pharmacy and those have continually been denied. We've spent hours on the phone with Optumrx and the physicians. The physicians get approval numbers but when going to the pharmacy, they are not valid for a variety of reasons. One of those is generic versus brand name. The physician went with generic but optumrx only authorized the brand name which the local pharmacies can not get.
We've sent in appeals and used member advocacy agencies to no avail. Everyone keeps getting the run around and every time we call optumrx, we get a different person who can't find the current status or tell us what needs to be done. One of the medications is not that expensive so we just use goodrx and have stopped going through optumrx. The other was under a different insurance and we never had any problems until switching to optumrx. Bottom line, we've had to delete one person from coverage in order to switch to another.
I've written to Optumrx about the first 2 items and the letter I got had no correlation to what I sent. It was probably a computer generated generic response that was absolutely meaningless. It is very clear that no one at optumrx cares at all about helping their customers and the fact that they can override and board certified physician on what medications we can and can not take is unjustified and needs to be stopped.
Reviewed May 22, 2023
I have been attempting to transfer my prescription to OptumRX for 2 months. I have spent several hours on the phone with them and have had no luck thus far. They have refused to do a second override with the local pharmacy, and have insisted I wait more days without my medication. The first representative I spoke with was rude, combative and continued to speak over me while I tried to explain my situation. I then requested to speak with her supervisor and was placed on hold for 20 minutes. I do not believe I was actually transferred to a supervisor, but merely another phone clerk. So very disappointed with my company's decision to use OptumRX, and will voice my opinions at the next meeting.
Reviewed May 17, 2023
I am on United Health Care Medicare, which I am very happy with EXCEPT they are connected to OptumRX! Have been using Optum at least 3 yrs, probably more, I try to forget!! All of my scripts are 3 months, which To my knowledge is a max of 93 days. They ship more often than that, consequently I have almost a yrs supply of my meds on hand, hey Medicare pays so why should I care? That's about the only thing Optum and I agree with!
Their customer care is horrendous to say the least. No one explained to them what "care" means. When I call them it's almost like the only thing important to them is saying anything to end the call! In the yrs I been with them I'm guessing I may of received my meds all together 6 times max. I voiced this concern with the person on the phone and I think she said "no problem, may I help you with anything else"? No solution offered whatsoever!! I'm not really sure because she pretty much didn't speak English which leads to another problem!!! I'm switching to Walmart!
Reviewed May 5, 2023
First, I work for a company that handles health and welfare and pension for a multitude of companies belonging to unions. A lot of them use OptumRx for their prescription manager. As an someone who used to communicate with this company on a daily basis, I felt inclined to do this review as I am now under their prescription plan through my employer. First, it takes forever to get your first prescription filled. I waited over 45 minutes while CVS tried to get my first medication filled. That was a very common complaint when I was taking calls regarding member's medication. Doesn't matter what pharmacy it was, it always took forever.
Secondly, I just tried to call asking how the free delivery works. The first girl who took my call was straight up angry and not at all pleasant. I hung up because I refuse to be treated like that. I called back and got the same response with another employee. So, yeah, this doesn't bode well for this company. Maybe train your people how to actually take calls, listen and have a more pleasant demeanor since they are, you know, in the customer service industry. Acting like a bookie's hood capping kneecaps isn't a good thing.
Reviewed April 22, 2023
I have no choice but to use them because they're the prescription plan offered in conjunction with my health insurance from my husband's work. However- they deny A LOT of popular medication, including certain birth control like **. They don't care about your medical history, if you've been on a medication for years, etc. They just deny deny deny. It's like that movie The Rainmaker. They want to deny until you die. I'd be interested in whether they cover/approve male ED medication though. I just had another medication denied that my doctor has to appeal. It's ridiculous. You pay for insurance but then they deny the care your doctor prescribes. It's all about the dollar for them.
Any time a doctor prescribes anything for me, I feel like the chances of it being approved are slim. I dread seeing it was denied. I never had this with any other prescription plan. When I spoke to a rep about the denial of my **, she couldn't have been less helpful or less sympathetic. I finally got ** approved after my doctor's office appealed again, but what about all the other women who need it? There IS NO generic of **. There are good reasons some of us are on it.
Reviewed April 21, 2023
Dermatologist sent prescription that I need. Other medicines don't work for me. OptumRx cancelled order. I called to find out the reason. The representative ordered the medication once again. Then, several days later I received a letter of denial. I spoke to another representative. She asked if I was told the medication needed prior authorization. No. Now, I must wait until my doctor's 'prior authorization department' contacts OptumRx; a process that takes another 5 - 7 days. It's already been 10 days. Do not trust OptumRx. Review every detail when a prescription is written or you may be sorry. I certainly wish I could change pharmacies, I'm stuck with OptumRx.
Reviewed April 21, 2023
I’m not convinced how good the quality is. The pills I get from here are smaller and my body does not react the same way it used to from the same medication from another pharmacy. I would love to know what others think.
Reviewed April 15, 2023
I have used this pharmacy for many years. It wasn't bad several years back. However, now, their phone system is often dysfunctional and they blame it on my phone, which is working well. I keep trying and trying to pay a bill online, and I have tried about 6 or 7 times and each time I encounter some obstacle. The bill pay feature has glitches in at and makes it almost impossible to just pay a bill. Paying a bill should be simple and painless. I am not able to pay by telephone, often, and going around in circles to pay a bill is so maddening, it really can ruin one's day. A bit of an attitude from customer service, as well. Be sure to keep good records.
Reviewed April 13, 2023
I’ve received my prescriptions by mail thru OptumRx since 2017 and service is getting progressively worse. From getting messages my address is incorrect (it isn’t) to holding prescriptions back despite insurance coverage in full. It’s been more than 2 weeks since my Dr ordered a new diabetic drug for me. Three calls to find out the hold up and two different “reasons” given. This is the same issue I had with them in another state. I rely on my diabetic meds and the issue is originating with OptumRx. I am fed up and having all my meds transferred to another pharmacy I can depend on.
Reviewed April 7, 2023
On a scale of 1-10 Optum RX is ZERO. As it is not the rating scale I am reluctantly give one star. Won’t go into the four days of texts, email’s, phone calls and sordid details. Optum is owned by United Healthcare. Together they contract their customer service to some foreign land on the other side of the world that has not a clue what customer service is. Yet, this provider of HEALTH and PRESCRIPTION services and products is beyond incompetent. The employer United Healthcare handcuffs their representatives to provide even a minuscule modicum of service to clients who are ill.
They cancelled my doctor's prescription not once but three times for the stated reason “your insurance United Healthcare does not cover this medicine”. I asked them to charge my credit card on file, they allegedly did so and the next day receive a text to call them that MY HIGHLY REGARDED MEDICAL DOCTOR had cancelled the prescription. OUTRIGHT BALD FACE LIE. Not once did they do that but for three days in a row after my multiple contacts with them and my doctors. Allegedly it's “all fixed now” (yes they used the word fixed) and for the third time my medicine in allegedly on the way. Yet they have charged my credit card four (4) times for one (1) prescription and charged me $20 extra for “expedited service” to have it delivered in 4-7 day. You read that right. Their errors and overcharges to “expedite” my medicine I need desperately for delivery in 4-7 days.
These companies and representative are practitioners of criminally egregious actions that they justify with depraved indifference and criminal intent. In the process now of gather all the documentation to file with the Department of Health and Human Services, the Center for Disease Control (CDC), my Congressman and Senator. These everyday malpractice events endangers people's lives, well being and delectation to live life. Don’t not blow smoke up my rectum with your standard response of word salad answers about HIPPA law. G.T. G.
Reviewed April 2, 2023
I used them for years and now I am getting unordered RXs and they charge me and want me to go to all the trouble to fix their mistake. I will not be using them again. I suggest anyone other than this company.
Reviewed March 29, 2023
Have had MD send in RX x3 and they still have not got it right. This is absolutely the worst mail order pharmacy that I have ever dealt with. Their phone tree is horrible, they continually blame the physician for what would be their errors. For example, they were trying to say they had two prescriptions with different prescription instructions but one was an old one and one was a new. They didn't get the new one superseded the older one.
Reviewed March 29, 2023
Their Achilles heal (the weak point in their system) seems to be an inability to promptly handle receipt of prior authorizations. Strangely, their entire staff appears to be aware of this as evidenced by a variety of blame they spread around when they are late on filling a prescription or refill. Typically, first they will claim your doctor never submitted an order for the refill. When that is proven incorrect they will claim you do not have insurance. It goes on and on like this. Next, they claim you must have a different specialty pharmacy --not OptumRx. Followed by, "your prior authorization was never sent by your doctor" (it was), followed by, "the faxed questions were never faxed back by your doctor" (they were), Then it starts all over again. Meanwhile I am over a month overdue on taking my meds.
If you ever get stuck in this death loop, be sure you deny any and all false claims and ask to be kept on the line as they tie in the prior authorization department, your doctor's office, your insurance company, etc., etc. In the end they will find that they always had all necessary paperwork the whole time. But they won't admit it -- it must be your fault or your doctor's fault that you are nearly 6 weeks late on your meds.
Reviewed March 27, 2023
This company is inept at best. 3 times now in the past 7 years I have had an issue with billing that has caused me to miss my medication for months at a time. I’ve spent over 40 hours on the phone this month trying to resolve an issue and get my medication.
Reviewed March 27, 2023
I am a Medicare Part D. Express scripts, the last pharmacy, was horrible. Once they cut my prescription without telling me. When I asked why they claimed my Dr. had taken me off the med without telling me. If I do not take the med I croak. My Dr. had not taken me off the med. I’ve only had to deal with Optum twice, and both times they were great. I don’t think it took more than ten minutes to resolve my problems. Not once did I feel a need to scream at them or threaten legal action. They also appeared to have competent staff who were fluent in English and understood what I was telling them.
Reviewed March 25, 2023
Optum is denying much needed medication due to cost. They are telling doctors as well as patients what cheaper options to use irregardless if these medications work for the patient. The medicine I have been denied is the medicine that I have been taking successfully for over 12 years. Optum has decided I need to try some pills instead of the biologic I need. Those pills didn’t work 12 years ago so using them now will only prolong my pain. I have been in remission from Crohn’s disease only with the biologic **. I’m starting to come out of remission and I’m scared that I won’t be able to go back and end up with surgery or death. I am 67 years old and have worked for the past 30 years in healthcare. This is a horrible, painful way to live the last portion of my life.
Reviewed March 23, 2023
Optum Rx is horrible. The worst pharmacy ever. If you need medication don’t use them. They lie and don’t send out the medication. I am going to change my insurance next year. I am not going to use United Healthcare or Optum RX
Reviewed March 16, 2023
I do not appreciate customer service telling me one thing and finding out that was totally incorrect. I had an order returned by USPS and after several days of calling got everything from it's going to be delivered the next day, to it's coming soon but no one has the correct tracking number. I hope that management reads the complaints from Consumer Affairs just for the last year. I will be pushing this complaint to the Attorney General in the State that OptumRX has their corporate licensing. If someone complains there are many more complaints that most didn't know how to file a complaint.
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