OptumRx - Costa Mesa, California

Private S.

Perhaps I'm an outlier, but for almost 6 years I have had to refill prescriptions and all my experiences with Optum have been positive. Sure, calling every month, performing surveys, and being put on hold can be a burden to some, but the medications have improved my father's quality of life with Multiple Myeloma and gave us the chance to have him with us longer- there is no cure and the medications only prevent flare ups. Every representative and pharmacist has been nice and has always assisted when an error or problem occured. For the last 6 years, there hasn't been a day where my father did not have his medication on time- and he's had Revlimid, Ninlaro, and Pomalyst. These medications cost a fortune and Optum has even found grants and assistance in paying for these medications. I'm sorry so many people have had a bad experience and I can feel their plight, but my experience with Optum has been nothing but the best.

Rebecca L. N.

Everything you've heard about OptumRX reviews are true. OptumRx is the WORST prescription company ever. I've had a prescription for over 3.5 DECADES and after I turned 65 the co-pay tripled--all because OptumRX in-house pharmacists denied approval. I was told by Anthem that I'm stuck with OptumRX because that's the only company in my retirement plan. I've spent 2 days trying to talk to a supervisor with no luck yet. I'm actually on hold while writing this review. Argh!

Twisted V.

Absolutely terrible service! NOBODY knows what is going on there. Every single time I call I get a different answer to the same question. They just keep transferring you to different departments then tell you that you need a prior authorization. Then you get denied. Nobody listens!!!! I spend hours on the phone with people that DO NOT know what they're doing. I've never seen anything like this in my life. It's not worth the aggravation.

Bill N.

My insurance policy through United Healthcare forces me to mail-order through Optum if I want a 90-day supply. Optum is inferior to other mail-order pharmacies I've used in the past because it is difficult, confusing, and frustrating to perform simple tasks, such as getting my scripts to them. It seems that their website exists as a token courtesy, because I always end up on the phone to get anything done.

I understand that HIPAA privacy rules are an obstacle to communications, but Optum needs to do a much better job of streamlining their processes and bringing the customer experience into the 21st century.

Melissa P.

I agree with those that say this is the worst company ever! I have tried to escalate my problems to a supervisor after the customer service people can’t ever answer my questions properly. The supervisor was suppose to investigate my problem and call me back but never did. I gave them a 1 rating phone survey which triggered someone to call me to ask why. I told that person my problems and she said she would use it as “coaching” and she reports to “leadership” and would make sure I got a response. Still nothing even after that. This company could care less about their customers. My prescriptions use to be seamless with Express Scripts. Noting but issues since my company moved to Optum.

Tina R.

This company has failed me so many times. I once had to go through my company's HR department in order to get them to actually deliver my medication on time. Once, they sent a generic prescription I specifically told them I've had adverse reaction to because they were out of what I had asked for. It's a prescription, not a sweater, they should send what is needed, not what they have on hand. Every encounter I've had with their reps has been awful, they're rude and obviously don't care about their clients. The last straw, is that after I requested via phone that they change my address and my married name they did neither, didn't ship my prescription and when they finally got around to sending it, they sent the next two, to the wrong address twice.

Joyce H.

It makes me want to cry to think of how many customers lives may be put in danger by the business practices of Optum RX. They have not been honest to me on at least three ocassions on my latest new prescription that I received from the specialist on April 2. My old prescriptions were no longer working and I have been getting sicker and sicker. The doctor changed my prescription and made sure I understood I MUST take it every single day. No exceptions. He gave me enough samples to last until the prescription could be filled.
I received an email from Optum RX a few days later saying my prescription was being filled and I would have it within 7 days. On April 15 I received an email (why can't they call with a problem). The email said there was a delay in filling my prescription but it would arrive within 7 business days and to call if there was concern. I called immediately. The gentleman I spoke with informed me the prescription was NOT going to be filled until after April 30th because a prescription had also been received by Osco Drugs. We did a third party call and I told Osco to put the medicine back on their shelf so I could receive it from Optum RX. The gentleman at Optum RX told me he was putting a rush on my order and he would overnight express it to me.
On April 18th, still not having receiving the medicine I MUST TAKE EVERY SINGLE DAY, I contacted United Health Care. The Customer Service Rep there did a three way call with Optum RX. The Optum lady acknowledged it is on file the gentleman had told me he was going to overnight express it. Guess what? She now informed me I still wouldn't have it by April 30th. This is at least twice I had been told that (by email) 1. I would receive my prescription within 7 business days. 2. Then again on April 15 that I would receive it within 7 business days. 3. By the Optum man that told me he would overnight express it. I have TWO pills left from the sample the doctor gave me. Osco no longer has my prescription because the Optum man and I called to have it put back.

By the way, this is not a narcotic drug. This is the SECOND time I have had a similar problem with getting prescriptions and being told my prescription would be here when it isn't. How sad I am for real elderly people who don't receive the very prescriptions they need to save their lives because OPTUM RX cannot call people if there is an issue filling the prescription and when the customer calls, (if the customer is physically able to call) they are told false promises of when the prescription will arrive..and it never does. How very sad.

David F.

TERRIBLE PBM!!! Since my group has switched to OptumRx from Caremark, I've had to have multiple of my family's meds go through "prior authorization," and I've spent more time on the phone in the last month and an half with OptumRx than I spent in the entire 3 years with Caremark!
Their medication "tiers" are cryptic, and when I wanted to appeal how a medication was being categorized because of the reason it's being prescribed, I was told I had to *write a letter* and send it by snail mail to the "Appeals Dept." I can't call the Appeals Dept, I can't fax them, or e-mail them, or submit a request electronically. I can only assume they are passively trying to discourage appeals...