Optumrx

My first time using them someone on their end messed up my DOB causing delays in processing my specialty mail order medication by 5 days, when I only had 10 days of medication left.
1st time calling them, called the number on the card, transferred 5 times only to be told each time they don't handle this. Final transfer i was told call the number on the card, i said that's who i called! Finally with zero help i called my dr for the number they called since optumrx is 0 help.
I called a very different number, transferred 7 times, this time, due to not being their department, of course!
Finally last transfer a woman was able to find my Rx...funny no one else could or too lazy. She had to update my insurance and info since, shocking no one else did at optum. Further delaying processing my medication.
I call back on the 5th day to follow up, they still have my demographics wrong, took 3 transfers this time to find someone to help.
37 minutes later, me literally crying in desperation to fill this or it will harm my pregnancy. It was finally processed in full.
CVS specialty pharmacy, never had these problems. I was always transferred once, and off the phone in 4 minutes.
HORRIBLE

I used OptumRx only once, in February 2021. I was homebound, recovering from covid19 and other health issues, and needed nitrofurantoin immediately for a UTI. I had no transportation to a local pharmacy to pick up the pills, so my PCP (primary care provider) recommended OptumRx. I called them and paid the deductible (after Medicare) price for the pills plus the FedEx shipment over the phone. The pills arrived the next day in an open and heavily damaged bottle. When I called OptumRx to complain, my call was transferred to several people, all very rude. I took the pills because I was in extreme discomfort, home alone with no help. Since then I have received invoices from OptumRx and have called them at least 10 times to cancel my membership, to delete my name from their database, but they refuse to do so and won't leave me alone. I now use an excellent local pharmacy that delivers meds to my home at no charge. HOW CAN I GET RID OF OptumRX?

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.

I received a script for a cough medicine and went to my local pharmacy to fill it cuz it had an opioid in it so they had to get an over ride... optum ex would not authorize the full amount of medicine the dr wrote for so the pharmacist tells me they want a prescription authorization to fill the rest... I explained this to the pharmacist but there hands are tied... when it comes to insurance companies so I paid out of pocket for the rest and made a complaint to the bbb about them... my dr is just that... a medical dr... he knows what he's doing... and me... the patient... like a jerk... stuck in the middle... wonderful healthcare system we got in this country... God help you if you get sick... the pharmacists job is to fill the script... that's it... the dr writes it... the pharmacy fills it... simple right?. Not with optum rx... they should be ashamed to do that to patients... I'm not there for kicks trying to get medicine... also... some of there reps are very rude and nasty... when it comes to my health I'll call 10 times a day... they dont have to like it... good luck

I went to the emergency room and was diagnosed with a Blood Clot in my leg
The ER DR sent in a script to a local pharmacy -
I was told that I can only use WALGREENS which is 20+ miles from my house ( this is a must have med)
OptumRX denied the Script at the local pharmacy - on several accounts, 1 not a Walgreens, 2, the script read 4 tablets a day they would only cover 2 - so denied
So now I have to chase down DR to change the script to accommodate this COMPANY that I pay $$$ to eery month
SO when did the Insurance company play GOD over the DR advise...
So now they want me to go to Walgreens and get it done OR go thru the mail order service that takes days to get to me --- so the blood thinner medicine that can potential save my life is now being delayed
This is the worst pharma firm -- if I had any other choices i would not use them ever

OptumRx is the worst. Website difficult to navigate. Attempted to delay a auto refill on the website and by calling a rep. The rep assured me that the refill would not be sent; it was.

I have been using OptumRx for 4.5 years. I have never had any problems with any of my orders. Their customer service is always friendly, professional, and have solved any problems with their website.

I am a mother of a long term medically needy child. I am patient and understanding of a lot of things in the healthcare system and do not expect perfection. I do not complain easily, if ever. I have NEVER in 13 years written a bad review, even when I've dealt with issues. HOWEVER I have never had to deal with anything like my continued neglectful and bad experiences as I have with every department within OptumRX. I am stuck dealing with them due to our insurance provider dropping CVS Specialty Pharmacy Plan and switching to Optum RX. Due to their incompetence.
I have been out right lied to, misled and continue each month to always have some sort of issue with simple prescriptions. They have screwed up seizure meds and hormone meds critical in my daughter's care. They outright cancel orders without notification, and ridiculous reasoning such as back orders. Who cancels an order due to a back order?! My daughter has been forced to go without meds due to Optums lied delivery dates, lies they never had an order in the first place (which i have to call every month so order went in) or phantom cancelled orders which has caused issues as you can see she is on seizure meds and hormones. I could go on but This should be enough.

Royal Caribbean's association with OPTUM is damaging their reputation. Sent damaged Covid test kits without any remedy/replacement or refund. A $75.00 loss. Con artists.

In anticipation of my insurance changing at the beginning of the year, I decided to be proactive and provide my new insurance information to Optumrx specialty pharmacy weeks before the scheduled change. The representative I spoke with took all the necessary information and ran it through immediately. She even confirmed that my prescription would be covered. I knew this part wasn't particularly difficult, I was mostly concerned about having to switch specialty pharmacies and dealing with prior authorization again. Before we left the conversation, I asked her, specifically, if I would run into any problems when ordering future refills from Optumrx due to my change in insurance -- she said no. I asked her if she was sure, she said yes. I was surprised by how easy the whole exchange was, which should have tipped me off. Skeptical, but pleased at the thought of not having to go through the whole prior authorization process again, I left it alone. Once my new insurance took effect, I called Optumrx Specialty Pharmacy to refill my prescription, as I normally have every 2 weeks. The representative I spoke to then told me that because there was a change in my insurance, I could no longer use their specialty pharmacy and needed to call AllianceRx Walgreens for future refills. What. Now, I'm in the aggravating process of doing prior authorization all over again, having to communicate between my new specialty pharmacy, my insurance company, my prescription company, and my provider. I have now gone 2 months un-medicated. I am grossly annoyed at being misinformed, and angry at the dumb representative who lied to me.

Never ever deal with these assholds as you'll never get the right prescription you order it will take up to 14 business days to get your order even when you say you'll pay for overnight delt
Optima RX must hire the most incompetent people and morons on the face of the earth working for them very rude and doesn't understand what customer service
Do youself a favor de with a local pharmacy but never use this company to get your medication
If ratings were an option I'd give them a MINUS 10 on a scale

Jeff Pordes
Scottsdale, AZ

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.

I have called Optum RX before ordering insulin pump to check the price of insulin sensors and I was told it costs $98.12 per 90 days supplies. After I purchased insulin pump, I went to pick up sensors and found out it cost $450 therefore I called Optum RX member customer service. I was placed on hold for 45 minutes then she hung up the phone. 2nd phone call I asked to speak to the leader and all he said "I apologize". I asked for a manger to talk to and they placed me on hold for 26 minutes then they transferred my call to different insurance company. Then i called the company again and the manger asked me to write a complain and mail it to the cooperate in California, she refused to give me corporate phone number or email she also refused to file a complaint for me after speaking to her. I spent total 3 hours on the phone without benefits. Now I pay for the insurance but I do not receive the service.
I DON'T RECOMMEND OPTUMRX TO ANYONE. ITS FRAUD.

I have been dealing with them for 4 months now. They practically force you to go mail order with your prescriptions instead of going to your local pharmacy. I caved in and told them I would try it if I could get my prescriptions for less than my local pharmacy. They were charging me over $300 a month for my prescriptions and I could get them at my local pharmacy for less than $40. I explained to them I could not pay the excessive amount. They stopped shipping my prescriptions and I went back to my local pharmacy to get refill and when I tried to pick it up, my local pharmacy told me they were denying my prescription and the pharmacy said I had to call their toll free number to talk to them. I called them and was on the phone for over an hr trying to get my prescription approved. The med I was trying to get is a very important medicine. Without it, I could have a stroke. I explained this to them and they told me they couldn't approve it bc it was too expensive ($200) for them to pay through my local pharmacy. So in other words, they had rather save $$$ for themselves than be concerned with my well being. They have caused more stress in the last few months than being helpful to me! If I pay the insurance monthly it should be MY DECISION in who I use for my healthcare needs! NOT THEIR DECISION! If I could give them a negative rating I would!

Relatively Minor: Some of the computer systems work poorly. Thus, recently, for orders, they've taken my credit number over the phone, say it was processed (but it wasn't), and then I get a bill in the mail. I call again, resupply my number, and they say it was processed, but it was not.

Major, in the last weeks. A prescription for a new drug from my doc is sent to them electronically. I have a "we're processing" email from them. In a week, I haven't received it, so I check on the phone. The computer voice says it was shipped, but on (blank). So I check. The customer service representative (sounds like in a foreign country) says doc made a mistake. They reached out to him. It is fixed, and it was shipped. In 4 days, I still don't have it. I call. They say it is all ready to go, but I have to officially order it to get it prepared and shipped.

That day, I complain to my health insurance company. They call OptumRx, and OptumRx tells the insurance company it is not ready to be shipped. They say I have to call my doc, and have him fix it according to the exact number of pills of each dose per day allowed, or else have him call the insurance company to get it approved. (If so, no one told me!--just let the prescription lie there unfilled without notifying me is how their system works.)

So, within a week, the customer service reps at OptumRx have told me and the insurance company 3 different things, at least two of which are false. Further, on the same order, the automatic voice system said "it was shipped", agreeing with one of the customer service reps, but apparently false.

I Ordered Oxycodone-Acetaminophen for my husband. Was told they needed I.D., and I was on the phone for two hours trying to give someone his I.D. The following day I checked his online account and noticed that they had cancelled the order. I called and was on the phone this for another two hours to find out why. I told the operator that his meds would run out in a week, and she said she would put a rush on the order. I agreed to let them do that. As soon as I hung up my bank sent me an email stating that $20.00 was taken out for shipping and later found out that the order wouldn't arrive until AFTER his medication had run out. I was NEVER told by the operator that it would cost $20.00 for shipping. If I had I wouldn't have agreed to it. I called a third time and got an answer right away, didn't have to wait, and told her that I was fed up and to cancel the order for Oxycodone-Acetaminophen and I would have his doctor send a new script to Kroger's. To add insult to injury they charged us $4.60 for a different medication of which was covered by our health insurance and I'm still waiting for a reimbursement. We are seniors on a fixed income and $4.60 is a lot of money to us. I ended up sending a strongly worded letter to the corporate office and I'm still waiting for our money. My advice is to not use this company because they are a rip off!

Worse, be on belive. Total pain in the $#*!.Serious joke. Really don't have the words to tell people what a $#*!ed up company they are.

They had renewed my med before, but needed another week to renew it again. You can't depend on them to provide your meds.