Everything you need to know about the new TRICARE West Region Contractor, UnitedHealthcare Military & Veterans

Everything you need to know about the new TRICARE West Region ContractorThis month, the contractor managing the health care benefit in the TRICARE West Region changed from TriWest to UnitedHealthcare Military & Veterans (UnitedHealthcare). If you are enrolled in the TRICARE West Region, you should have received a welcome packet from UnitedHealthcare.

The TRICARE West Region includes Alaska, Arizona, California, Colorado, Hawaii, Idaho, Iowa (excluding the Rock Island Arsenal area), Kansas, Minnesota, Missouri (excluding the St. Louis area), Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Texas (the southwestern corner, including El Paso), Utah, Washington, and Wyoming.

Continuity of care remains a top TRICARE priority, and UnitedHealthcare officials have pledged to the National Military Family Association and other beneficiary groups that it will make every effort to conduct a smooth transition. Here are some tips to help ensure your family has a smooth transition:

Keep Contact Information Handy
UnitedHealthcare Military & Veterans
1.877.988.WEST (1.877.988.9378)

Review your Primary Care Manager (PCM)
UnitedHealthcare has recruited more than 90% of the PCMs in TriWest’s network to be in their network. A searchable online directory is available on UnitedHealthcare’s website. If you do not see your current PCM listed in the directory, do not be alarmed. UnitedHealthcare is will continue to add more providers. It is recommended your ask if your provider is part of UnitedHealthcare’s network before you seek services.

Explore Enhanced Benefits
UnitedHealthcare will provide new benefits including Convenience Care Clinics, Urgent Care Centers, Centers of Excellence, and Telemedicine services. Keep checking the UnitedHealthcare website for more information about the enhanced benefits.

The National Military Family Association welcomes UnitedHealthcare to the TRICARE community. We look forward to continuing our ongoing dialogue about how to best meet the health care needs of military families in the West Region.

katiePosted by Katie Savant, Government Relations Information Manager at the National Military Family Association


Add yours
  1. 1

    I work at a provider’s office and I am experiencing the worst hold times with United Healthcare/Tricare than I have with any other insurance company. This is not a smooth transition in my opinion as I was able to immediately speak with a customer service representative when Tricare was handling the benefits.

  2. 3

    I agree! Worst hold times ever! I waited an hour and a half yesterday just for someone to give me the wrong information. No one there knows what they are talking about. They need to hire more people and train them properly (and retrain the ones already there). The only way I was able to get the answers I needed was because I finally got a hold of someone who used to work at triwest. It should not be this hard!

  3. 4

    I never received a welcome packet nor any sort of ID card. I have doctor offices asking for them and the best I can do is offer my military ID as my children are not old enough. Another issue that I am currently having is finding a hospital/ER that is in network. We are a Prime remote Active duty family with 6 kids with NO hospital/ER, at this point.
    Also had United tell me that it was ok to pick one doc for PMC, but see another doc and bill as if the appointment was with PMC!! This is total Fraud. Thank goodness my college degree is in healthcare and insurance. The customer service rep didn’t know what to say when I said that it was fraud and illegal! Worst transition EVER! No one know anything.

    • 5

      Welcome packet from UnitedHealthcare??? What welcome packet? This unpopular transition to a new contractor reeks of political cronyism. I never had problems with TriWest!

  4. 6

    This by far has to be the worst transition in insurance company history. Hold times are ridiculous (as I type this I have been on hold for 57 minutes); I sent in an authorization request 1 week ago only to be told today the request hadn’t been processed because of no CPT codes, however the codes were listed on the form and were overlooked by whomever reviewed the request per the customer service rep I spoke to. Urgent requests are not treated as urgent. Complete lack of communication – no confirmation letters of authorizations are sent or faxed to the requesting provider. TriWest was so easy to get ahold of and work with – UHC Military/Veterans needs to make some serious changes.

  5. 8

    I have the same problems with UHC.
    I was denied heart medication today because of the poor transition. In my case I have no OHI (other health insurance) however OHC said I did. While checking with MyTricare.com it indicates I had not other health insurance which is correct.
    Also their billing is screwed up along with their online payment website. It timed out immediately without confirmation after submitting my credit card info. Fortunately the payment showed up on my bank’s website.
    What happened to quarterly or yearly payments for retirees?

    Suggest that you all write your US Congress Representatives and request and inquiry.

    On frustrated retiree.

  6. 9

    Triwest was outstanding in customer service, efficiency and managing the TRICARE program for ADSM, ADFM and Retirees. Since the rollout, I have experienced long hold times, which have gotten better. However, the call center in South Carolina is awful, they are simply reading off the screen and seemingly don’t understand the rules and regulations surrounding the TRICARE program. They need to be retrained and educated. I have encountered two discrepancies regarding the interpetations of physical exams and vision care. For vision care, the rules listed in the TRICARE PRIME handbook state for ADSM and ADFM, they can receive one eye exam per calendar year. In the UHCMV handbook, the rules for vision care for ADSM and ADFM state one vision exam per 12 months. I spent two hours straightening out this with them and then filed a complaint. Considering they received a enormous expensive contract, we should be receiving better customer service.


  7. 10

    In MO. I have lost my Oncologist that I have been with for over a year. I should have had a surgery two weeks ago, but because all my referrals reflects a colonoscopy and upper GI. I can’t make the appointment for what I really need which is a surgical biopsy to test my Lymph nodes. NO where on this planet has there ever been a discussion about a colonoscopy or upper GI. The codes between your Primary Care and UHCW don’t match so heads up! I have contact UHCW everyday for the past three weeks, with no success in getting what I need. Even my dermatologist referral is for a colonoscopy and upper GI . As a cancer patient I’m completely blown away as to the treatment I have endured from their customer service, I have been hung up on twice. Told “if you get the surgery, it will be at your expense”. Been put on hold for 45+plus minutes, been sent to departments that could not change a referral, been lied to by two supervisors that the referrals were changed and when I checked the website the next day and nothing was changed. I can’t make the appointments I need, so left with no answers and choice I contacted my Congress rep, signed the release and HOPE their is a resolution soon.

  8. 11

    I concur with all the statements here. Transition to UnitedHealthcare as the Tricare manager has been atrocious. Hold times in excess of an hour, customer service disconnects when transferring to a supervisor, no supervisors available, and gross mis-handling of billing and enrollment.

  9. 12

    United Healthcare Military and Veterans Services (or United Healthcare Tricare) is absolutely useless. Although I am posting here and have a lot to say, I am actually at a loss for words…so to speak. I cannot imagine how or why they have not been held accountable for their atrocious service.
    There isn’t a doubt in my mind that every posting above is true and accurate. I can’t even begin to tell you where my problem began but I can promise you that it was due to a few (maybe more) incompetent employees who work there.

    I really hope that contacting my congressman or representative helps!

  10. 13

    This is the worse insurance you can have. And to think that my husband is active military and serving his country and then his country is thanking him with this mess of an insurance really makes me wonder. It is ok for our soldier to risk their lives for their country and never have a real home cause of all the different duty stations but it is obviously not enough what they do in order for their country to thank them with good health care. Unbelievable. The system with the referrals is a nightmare and the care you get is not enough. All military personnel and their families are sacrificing a lot!!!!! And we chose to do so but the least you could get back in return is health care. We are being treated like we are nothing. I am worried for me and family with this healthcare. And very disappointed that the military would treat their soldiers health so bad with this insurance. This insurance should not even be called so. It is causing more issues and problems than it is solving. Very sad.

  11. 14

    Just spent the past 30 mins. trying to pay TRICARE annual dues on the web.

    Keep getting directed to a new page that asks me to upgrade my account- then tells me I already have an account- then asks me what page I want to go to.

    Extremely frustrating.

    If the TRICARE payment option was as easy as ordering retail products/booking travel reservations, etc. on the web- you would never hear me complain.

    Just trying to send money- that is all.

    I liked the old system- write a check once a year and mail in time to arrive prior to the end of Sept.- never had a problem.

  12. 17
    Charmaine Carpenter

    I am so upset by this military healthcare contract change. For the first time in 25 years of military service I was turned down for a necessary surgery as determined by my doctor because UHC said it wasn’t medically necessary over and above my doctor’s advice. They have lied to me several times on the status, they advised my doctor to submit the surgery under a different classification number than what it actually was, they lost the referral altogether at one point only to find it again, and now, the most recent debacle is that because my provider submitted the referral for surgery twice in hopes the second time it would be approved, they “archived” the second one without benefit of a letter to me of denial, and it wasn’t until I called to ask where my letter was so that I could appea that I found I was supposed to do so under the first submission, of which the time was nearly up to do so. I guess its a good thing I called. But the lies are the worst. They literally have fed me lies about my provider not submitting any clinical information with the referral, about the case being re-evaluated (it wasn’t), about it being deleted, etc. But even worse, I am no longer able to speak with an authorizations and referrals rep because apparently they were getting too many calls and so they took that benefit from us. My take is they are denying military people like myself their care and the calls were overwhelming. I am truly worried. I need some serious surgeries and I am really concerned I will not receive what I need now. It is heartbreaking!

  13. 18
    Scott Pettigrew

    I have trying to sign up my son for Tricare Young Adult since July. The incompetence combined with extreme lack of giving a @#$% by UHC is a travesty. They act as if they really do not want to serve their customers. Fortunately for them they have a government granted monopoly; if I had a choice I would run away from this company as fast as possible.

  14. 19
    Laura Maturi

    I’m experiencing a terrible time with United Health Care enrollment. Right after I was approved for enrollment, our banks issued us new cards due to the Target breach. Our new card number was declined of course and our enrollment was canceled. I was originally told I can fill out another form to be re-enstated and used our direct routing and account number.That was not accepted because they said I was never enrolled. Then I was told I have to to re-enroll. So, I re-enrolled. Again.
    I called today and was told to call back again in 5 days to check my enrollment status.

  15. 20

    The contact number is dropping the call after one enters automated information. This is ridiculous! I called the other regions for assistance, but no one can help. The providers I looked up online are either no longer accepting tricare or numbers are disconnected. This is a joke!!!!

  16. 21

    I am at my wits’ end. Tricare West denied an authorization for urgent type 1 diabetes care and treatment for my daughter and tried to tell me that she should just be admitted to a mental health facility. (It took over 2 months to get an answer.) I appealed that decision in November 2013. I heard nothing, called in January multiple times and was eventually told that it was denied and that a letter was on the way. I called today, 3/5/14, only to be told that there is no record of an appeal being received and to call yet another department. I have had it with these guys. What are my options? It is useless to complain to them because they don’t care. The majority of reps are rude, incompetent and dumb. It makes me very angry that this dummies are in charge of my daughter’s health. So, so frustrating!

  17. 22

    My Tricare West claims seem to be disappearing into some strange Bermuda Triangle of health care incompetence. I have had several claims filed in the past 3 months and none show up on UHC’s website. I can’t find anyone with oversight over UHC to contact to try and get help. I have tried to get help from UHC, but they are clueless.

  18. 23
    christopher burk

    As a military retiree, I am disgusted with the mismanagement and lack of service provided by UHC Tricare West. My wife and I are both enrolled in Tricare Prime. My wife received a referral from our PCM to see an orthopaedic surgeon regarding a dislocated shoulder, which was authorized and approved by Triwest. The surgeon determined surgery was necessary, and the procedure was also authorized and approved in advance before being performed. I followed every requirement to the letter. Here’s the upshot; Triwest has now charged me a $300 “Point of Service” deductible because I didn’t obtain a separate referral for the anesthesiologist who who was part of the doctor’s surgical team in the operating room. One would think that “approval for surgery” would include anesthesia. This is just the beginning of the pains. I have twice been assigned PCM’s who were out of practice for nine months, or didn’t exist. “And a grateful nation thanks you for your service….”

    • 24
      David Crispin, MSgt Retired

      Lowest most incompetent bidder, don’t you know! They are messing up what was a good thing. I’m still 100% they haven’t approved anything since the take-over. This is the way a proud nation treats its military, current and past.

    • 25
      Laura Maturi

      I think United Health Care requires a critical re-evaluation. When I asked a representative from UHC why they have been granted the contract they informed me that their counterpart had been caught in a fraudulent scandle and lost their contract. I am embarrassed and saddened with the healthcare problems in the VA as well as United Health Care that represents our military members. This is a serious problem that needs to be addressed and we do need to contact our congressman for further action.

  19. 26

    BENEFICIARIES BEWARE – A PRE-APPROVAL DOES NOT GUARANTEE PAYMENT!!! I received a pre-authorization for a medical test. My pre-auth read… “We received a request from the health care provider noted above to provide you with health care services. A coverage review has been completed and we are very happy to let you know the requested service is eligible for coverage under TRICARE benefits.” It listed the exact billing codes that were approved. I saw the requisite provider, in the dates authorized, for the pre-authorized test under the billing code listed. When the $2,200 bill arrived, TRICARE (UHC) refused to pay the claim. In trying to rectify this over the phone with the Claims Dept, I was told – “A Pre-Authorization is not an agreement to pay.” What?????? Apparently the test is on the Government No-Pay List, and they won’t pay. NO WHERE on the pre-auth did it state this! They then gave me the links to find a very buried “Gov’t No Pay List of Codes” and said I’m always welcome to check that before having any procedure. Are you kidding?!?! I sent in an appeal – quickly denied. I’m told the Appeals Office doesn’t have a phone number. I have written the TRICARE Congressional Office – no reply. I have totally lost faith, and apparently we have no advocate.

    • 27
      David Jay Crispin

      We do not have any advocate, and we are all being totally screwed over by UHC. Why in the world no one at the puzzle palace is doing anything about this is beyond me. I guess the MBAs at the Pentagon don’t care. Keep writing to your Congressmen, because they are currently the only between us and the bus.

  20. 28
    David Carrier SCPO Retired

    This UnitedHealthcare company is pretty screwed up.Being retired USN, me and my wife have tricarewest through UHC.My wife has UnitedHealthcare,with me as a dependent at her work,both of them tell my doctors billing office that they are my secondary insurance only!Go figure,both are UHC and neither one want’s to be the primary.This has been going on for over a year no matter how many forms I fill out and send in or phone calls to either one.I guess I better sign up for Obama Care too.

  21. 29
    Bernadette Hisel

    I am also very frustrated with United Health Care. I am a career veteran, who served my country for 22 and a 1/2 years. I need surgery on my back for three artificial disc in the cervical and lumbar spine which is service connected. UHC originally denied the claim stating it was experimental–It isn’t. After a first appeal now their claiming they only approve 1 level artificial disc not 2 levels and the lumbar artificial disc is on the no pay list. This is a disgrace. They have denied me over the past few months one prescription that I was prescribed by my doctor, two different requests for physical therapy and now surgery. If you are a female veteran who has been denied services for service connected injuries, please contact me at RoryHisel@aol.com. I have a plan and need your help to pursue it. Thank you!

    • 30
      Bernadette Hisel

      Update: I received two additional denials last year after the first one. I won on the third appeal and received two artificial disc in my cervical at the C5-7 (mobi-C). After discussion with my surgeon we decided to not do the artificial disc in the lumbar so I got a fusion. I am pleading with all of you to not take no for an answer. When Tricare (United HealthCare) denies an order for surgery, a prescription, physical therapy, etc. please appeal. Do not let them win. they are counting on all of us to give up! While submitting your appeals, please call the white house, the head of Tricare and complain, etc. I did get a response from the White House and from Tricare and they are listening.

      • 31

        Who specifically have you written to in the white house? It might work better if we get all of our complaints to the same person! I have had so many problems and it just keeps going on and on and on….

      • 32

        I’m currently waiting for approval. Have been since 11/11/15. Was pending then incomplete info now in process again I called to check on what the hold up was cause my surgery is 11/19/15 and they said the nurse couldn’t review it so she sent it to the second level for approval. What does that mean ? Will they still approve it or once it goes to that level am I pretty much out of luck ? I had a 2 level cervical fusion 3 yrs ago 1 level didn’t fuse. So my dr wants to go in and add rods in the back of my neck. I am ready to be pain free !!!

  22. 33
    Lori Beach

    It is such a shame they don’t care I have been having issue with them for over a year – I know there may be some change issues (and there were some) but this has to be corrected. I have talked to no less than 10 people just when I am told my issue is solved it is not. You can not get the same answer for anyone. I am told what to do to fix the issue and I do it to only be told that was not correct you need to do this when I tell them (insert name her from XYZ office) said to do that all I am told is “I am sorry you were given incorrect information but I can not help you” you need to do this. Well I have been doing “this” for a year.

  23. 34

    UHCM-West is Aweful. I (a spouse) currently have multiple medical conditions that have been requiring tests, therapy’s, Dr appointments, pain clinic, etc. EVERY referral I have to call repeatedly to get approved. Even the Urgent ones. About HALF get lost the first time so my clinics have to constantly resubmit! Triwest was bad, but this is worse. Today I almost narrowly missed a CT because it took me HOUNDING a supervisor for over 2 hrs before it was approved. They had the refferal and just sat on it! Don’t complain to them. Just call your local congress and complain to them. Things move MUCH faster when you log complaints that way, and if enough congress members that are on the military board of appropriations get enough complaints they WILL do something about it. I’ve been blessed at times with the aids in the offices at my state. So don’t hesitate, changes need to happen but they won’t until more people stand up and show there is major problems with this company!

    • 35
      Bernadette Hisel

      I finally got my surgery approved after putting in a third appeal through Kepro a third party company that reviews the appeals. They approved my request and reversed Tricare’s decision. United Healthcare is a disgrace and should be fired. I did notify my congressman and he is well aware of all the denials I have received from them within the past few months. Shame on United Healthcare they are a disgrace.

  24. 36
    Donald True

    I left USPFH Washington State, never had as many complaints that I have read on UHC program. It almost makes to go it alone with the issues and problems I have read here. I am a military retiree and civil service retiree. Total of 36 years for both services. Never any problems with Tricare and Tricare for Life.

  25. 37
    John Kane

    Why is it that the person can no longer make a payment with a check or money order. In this day and age when everything is stolen off the web site (Healthcare.gov included) you expect sane people to put the credit card number out there for everyone to have. You have removed the humans from the Tricare office from Luke AFB and replaced them with a machine. That is worse than the telephone, push 1, push 4. A new company took over and changed the policy and has made it WORSE. As in other business service is a thing of the past, it’s all about money. If I can get a reply from someone with a bit of knowledge about if you are going to reinstate accepting checks for payment or money orders in the near future or the possibly of reopening the Luke AFB AZ office.

  26. 38
    Bernadette Hisel

    I have noticed that they are now approving referrals on the same day. Maybe their listening? I appreciate not having to wait two weeks to get an approval or denial.

  27. 41

    Terrible, terrible insurance company. No customer service whatsoever, when I called to enroll a new family member they directed to me THREE websites I had to fill out stuff for just get him on. Unable to help me with ANY of my claims, it’s all on me to do by myself on the internet apparently. What is the point of them pretending to have customer service representatives when they simply direct you to do it yourself? Thanks for nothing tricare west.

  28. 42

    I think UNITED HEALTH CARE is the worst of the worst. I just tried to log into our account. I had forgotten our username, so I tried the link to retrieve it. That link would not let me enter any data. How am I supposed to enter data if your link will not let me? YOU HAVE TO GO!!!!!!!!!

    WRITE OR CALL YOUR CONGRESSMEN. HOW DOES OUR ELDER POPULATION NAVIGATE THIS CRAP!!!!! I am totally computer savvy, and cannot get the job done. AND NOW NO REGIONAL OFFICE TO GO PAY???? THIS company is just the worse.

  29. 43
    A can of whoop ass | Oak Bay Starfish

    […] Young people of America- considering a career in the US Armed Forces? When you’re done sitting through years of Veterans Day assemblies- hosted by the teachers mentioned above- learn about using your whoop ass military benefits by reading comments from The Troops here. […]

  30. 44

    This new company is THE WORST and MOST discusting company in history. I am active duty remote location. Our network providers are all dropping military in droves because they can’t get paid. I cannot fill critical prescriptions because they scrutinize and question everything. Even when the questions are answered they STILL don’t process the request and I end up paying out of pocket. I do not think this is by mistake but rather by design. A total waste and NOT the way to treat our active and retired members. I’ll be writing my congressman.

  31. 45

    I’m active duty. After two years of service I started having hip pain with no trauma to my hips. Went to naval orthopedic who told me my hip problems are from the Marine corp and the running and marching is wearing out my cartilage and causing arthritis BUT the surgery I need no one in Navy medicine does. So I get refered to a civilian surgeon. The surgery gets approved and the hospital stay get approved by I get a bill for $3690 for anesthesia and in the letter it said the injury was cause by my self of someone else and that’s there reason for not covering it. Now o have to go through the mess of getting it straightened out. How do you have surgery without anesthesia?

  32. 46

    If you are a former spouse of active duty military and have children that you have sole or primary physcial custody of please let me know if you are having continous issues in getting EOB’s mailed to you or if they are mailed but placed under the other parents name (so of course it a federal offense if you open it) but oh wait UMHC says you should be able to communicate to said former spouse and then you have to clarify that it is not possible due to X. Because they can’t get it right they advised me to open the mail which is a federal offense first off. Secondly when I made it clear to them about this suddenly they decide to completely stop sending EOB’s. So I had to go through the whole registering online process. NOW they decided to change the mailing prefrences and they are mailing EOB’s under my name to former spouse’s address….You can’t tell me nobody else is in the same boat as me? This has been on going for two years! And I can’t find a number (to use chain of command correctly) to call the Tricare West Regional director or even a mailing address. My grievances will resolve one issue and then another comes up? This is ridiculous!

  33. 47

    And here years later I hoped it would have been improved by now! Yet there are still major communication issues, several calls to be made to fix a single issue or update any information, referrals approved for states we’ve never lived in, and our PCM listed as a doctor we’ve never seen in a state we don’t live in, 2 months after I updated our PCM and address after a PCS. These are only the most recent issues, just since our move. It is very sad and the military member and family suffers because of it. These issues in handling my family’s basic healthcare needs add enormous stress on top of the expectations for me in my role as a supportive military spouse. I feel like I have a part-time unpaid job as a medical receptionist.

  34. 49

    I don’t know what favors were promised between the government officials and UHC when the decision to move from TriWest was made, but UHC is the biggest disservice I have had. We are thousands of dollars in debt due to costs that will not get reimbursed. We were left to our own accord to find a doctor for our daughter. We have done all the paperwork, been given the constant run around and different answers, depending on who you get on the phone. To top it off, she needs to get a walking boot for one leg while tendons heal and the doctors office said the UHC Military is the only one that they have to get an authorization from first, before getting it. Disgusting.

  35. 50
    Michael K. Mahrer

    An unbelievable disaster. I found out today when my daughter had what was thought to be a seizure, that her primary care provider wasn’t who we thought it was and that had gone on for 18 months, unreal, not believable, disgusting, trash………….. Thanks to Obama.
    It is beyond me that for eighteen months, 18………… we had no idea who our kids Primary service provider was, don’t think to hard about it because it is not even explainable.

    I spent one day, over four phone calls dealing with four different zombies reciting their rhetoric to me, off the script, over talking, ridiculous and outrageous.

    Zombie number one told me I was the only one who could have changed it, I never changed it.

    Zombie two said about the same thing, that it had to be looked into, right, looked into.

    Zombie three was the most rude and despicable representative that I could imagine, she spoke the part of the script that “we are thankful for your service”

    Then went on to tell me that they have a clause where they can re-locate, distribute, change, whatever it is at anytime, I have never once ever heard such a thing, and never once received mail on it, not once.

    There is so much more to this but I am tired, as Zombie four was talking to me my phone was going crazy, my son, my ex, my daughter my oldest daugter, I told my roommate to text them all and to leave me alone I was trying to get somewhere, as I got back to Zombie four I received the text my daughter just collapsed, a seizure or so they thought, I didn’t even know who her doctor was, never heard of him or met him but if you think this blog calls out the gross negligence his blog makes this look great, and I don’t know him, never will, enough said, thanks Obama.

    • 51
      David Crispin

      Blaming the President is rather stupid. This is a DoD contract awarded through DoD rules. I guess it makes you feel better to blame the President, then you can go back to watching Fox news.

  36. 52

    I never had problems with tricare before they went to unitedhealthcare. Now all I get are letters in the mail of bills that are unpaid because of some little technicality paper they mailed to me to send back to them. It’s a Paperwork nightmare. My opinion is they’re trying to stick as much bullcrap to our service members rather than doing what they’re supposed to, support our medical needs. Instead, you get bill after Bill. It’s been this way for the last year, I we see the doctor or God forbid change doctors, you’re in for a doozy. Emergency care has been a bloody nightmare of paperwork and my own personal struggle with lying representatives who aren’t held accountable for misinformation that lead to news expensive bills. And by the way, we have tricare prime. We have had this insurance for many years and never had this problem–ever. If I could leave tricare prime, I absolutely would. They are failing at what used to be a decent insurance. Now they plain suck. Their representatives are rude, they have policy changes and they don’t care about our service members. It’s a shame.

  37. 53

    Wish I could say things have changed…..but, alas, the problem continues. We have had Tricare Prime for years with absolutely no problem. They had never refused any claim or referral that our physician deemed necessary. Suddenly, a few weeks ago, my husband needed some cardiac tests and was also referred for a biopsy. Then, poof, out of the blue, United Healthcare begins declining every authorization sent by our physician stating that she is not a network provider. We’ve been seeing the same exact doctor for EIGHT years so how is this even possible? I can’t tell you how many times we have called and been given erroneous information about WHO EXACTLY is our provider and who is on the provider list. Our wonderful physician has sent numerous letters to them asking to be reinstated. She has no idea why she, along with others in her office, were dropped. She has also sent letters informing them of the urgent need for my husband’s biopsy yet they continue to decline the referrals. Also, we still have no idea who our correct provider, according to United Healthcare should be. Each time we or the physician’s office calls, it differs. No one seems to know what is going on and no one really seems to care. We have never received a packet, a letter, a phone call, (a postcard, for heaven’s sake!) or anything informing us of any changes in our provider. We are EXHAUSTED and will be contacting our state congressman and anyone else we can get to listen and help. It is very discouraging as my husband has served in three branches of the military…..Marine Corps, Naval Reserves, and finally retiring from the Air Force. What an incredibly sad, slap in the face for him, and many others, who have served our country.

    Note: Our physician called just now stating my referral to an opthalmologist was approved yet my husband’s biopsy continues to be declined because, according to them, she is not on the provider list. Makes sense, huh? Will be interesting to see if I get a bill.

  38. 54

    Tricare/Military United Health Care. Nothing good to say. No problems when I was with Humana Health Care. My problems with this United are too long to list

  39. 55

    Has anyone been able to find a phone number above the call center? We have asked to speak to a supervisor and are being told that they don’t have one. Somebody has to be in charge, right?

  40. 56

    My wife had a knee replacement under Tricare Military and Veterans Western Region (UHC) and when the surgeon referred her to Physical Therapy it was paid as a Point of Service authorization because we didn’t go to our PCM for the referral. Why would our PCM, who is not an Orthopedic Surgeon, know what recovery therapy requirements should be. Now were on the hook for the difference. I would file an appeal but, you guessed it, the appeal authority is UHC. I find it difficult to justify continued rate hikes and shabby treatment in view of a career spent in service to my country. Know that whatever you do with this outfit you need to watch them closely. Contrary to what you may think they are not there to provide you with service.

  41. 57

    Currently been on hold for an hour and 5 minutes just to try and change my children’s care provider…because for some reason my 3 different children have 3 different care providers.

  42. 58
    Laura Hladky

    Yes, beware the “point of service” option. I had a referral to a surgeon to remove a malignant melamona and that was fine, but the actual surgery wasn’t listed as one of the authorized codes so bingo – I have to pay the point of service portion. A call to UHC got me some sympathy but there is “nothing they can do” if the doctor didn’t submit the correct authorization. Maybe they should send us all the “code book” so we can check ourselves instead of after the fact. This is similar to the comment above about getting hit for the anesthesiologist charges when the surgery was authorized. How are we to know all this??? They’ve never sent us any detail information!

  43. 59
    Stephen p keleher


  44. 60

    TRICARE West has changed contractors again.

    Normally would pay annual fees in Sept. This year- was only able to pay for the last 3 months of the year while they transitioned to the new provider.

    Billing statement recently arrived in the mail. Would love to mail in a check and have all this taken care of. Same way I prefer to pay many other bills.

    TRICARE billing statement says- “Checks are not accepted…”

    Called Pay by phone 1-844-866-9378 to pay with credit card.

    Sorry system is down & we cannot accept payments.

    “There will be a grace period after the first of the year for payments.”

    You mean the system might be down for weeks to come?


    Still not enough undeclared/unwon wars to get it right.

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