Yep. I have UHC through work. I'm on an expensive medication and UHC requires that I order it through Optum, so they keep more of the money. At least neither of the doctors I usually see work for them, so I don't have that conflict.
Or maybe they've rejected refill requests until right before your supply runs out, such that you have to go days without your meds while the new supply is shipped?
Optum is the shadiest shitshow I've ever dealt with.
Yep, and this is the sort of make work that the health care system is full of that drives up costs for everyone.
Most of them (in my experience) have been middle-aged women, hard-nosed, cynical, and no-nonsense. They can easily be abrupt and cranky.
It's a real good idea to ignore that, and make them your friend. They can do miracles.