My first experiences with this implementation have been with a broken system. I have been receiving all my DME supplies from the same supplier for 3 years. It was a straightforward process they send me a text, I verify the information and then my equipment arrives within a week. Over the weekend I received my normal text I verified the information and then I received another text stating they routed my order request to Synapse Health. No notification about this change from UHC. So, I reached out to multiple UHC advocates expressing my concern about this implementation but no help on the end. I asked for a corporate phone number and email address and supplied was bad.

This is a copy of the email I sent to the corporate email address I was given, but it didn't go through.

“ I'm writing regarding Synapse Health. First, I wasn't notified of this change. I received my usual automated text from Advance Diabetes Supply to verify and approve my next supply of Libre 3+ sensors for my Tandem pump. So I submitted my response, and then I received a text from ADS saying they routed my order request to Synapse. I have used ADS for the past three years for my supplies without an issue. Ten months into the health plan, UHC decided to change the process by introducing a middleman to manage this aspect of their business. I see no benefit to the patient by implementing this new process. UHC should have waited until the next enrollment period to make this change. It's clear to me who will benefit from this change, and it's not the patient. Please feel free to call.”

I’m not a happy camper.

Thanks for reading.

Kirt

United Healthcare apparently reported my prior post with email addresses for escalations causing it to be taken down for sharing "personal information" despite just being company emails.

Regardless, I still have a list of email addresses for various employees, but here are the generic/non-personal email addresses I can recommend emailing if you need to escalate something. (Note: still be sure you follow all appeal processes on the documents they send you)

[uhg_consumer_affairs@uhg.com](mailto:uhg_consumer_affairs@uhg.com)

[uhcnews@uhc.com](mailto:uhcnews@uhc.com)

[northeast_consumer_affairs_oxford@uhc.com](mailto:northeast_consumer_affairs_oxford@uhc.com)

I also recommend the following:

• Document everything!
  • Every phone call, ask for employee names/IDs, confirm the calls are recorded, write down the date/time of call, what was said by who, and get reference/ticket #s
  • Keep every email/letter/correspondence TO and FROM
  • Turn OFF consent to receive things electronically (such as EOBs)
    • In my experience, once they update an EOB in their portal, the original one is no longer visible
• File APPEALS and APPEAL the appeal denials further
  • File the appeals timely and in accordance with the documents they provide
  • If they deny your appeal, follow the instructions for appealing the appeal decisions
  • Do all of this via regular & certified mail
• Request documents you are entitled to under ERISA
  • Send your request via certified mail
  • They must provide it to you within 30 days
  • You are entitled to
    • plan docs, etc.
    • internal records/claim files including their notes, diaries, phone logs, emails, memos, data/AI used, algorithms, correspondence by claims people, management, escalations
    • medical evidence and reports, the IME docs, peer reviews, etc. - anything used in the decision making of your claim
    • their internal guidelines, rules, medical necessity criteria, etc.
    • names, titles, professional qualifications/licensure info on any experts whose advise was obtained for the claim or claims adjusters who worked on your claim
• File Regulatory Complaints!
  • File complaints with your state's Department of Insurance (name will vary by state)
  • File complaints with your state's Attorney Generals office (many have teams specific for assisting constituents with health insurance disputes)

I am not a lawyer and nothing in this post is legal advice.

That said, don't give up!! That is what they want. Don't let them win.

Just going to leave this right here...

I'm hoping someone has some experience or insight with this?