Contact UMR Customer Service

Contacting UMR Customer Service Center

Contacting UMR Customer Service Center

Global healthcare powerhouse UnitedHealthcare purchased UMR, United Medial Resources, in 2005. UMR is a network of more than 1,400 business, including hospitals. The company provides service to more than 2 million members. The service levels are unmatched in the industry. The customer service team handles close to 5 million calls every year. With this commitment to customer service, the customer service team is one of the best in the business. When you need to reach out to the customer service team, you can do so by phone, email, traditional mail and through social media.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

If you are an existing UMR policyholder, contact the customer service department using the phone number on the back of your membership card. If you are not an existing customer, use the following customer service numbers.

  • Customer Service: 1-800-826-9781
  • Customer Service (Health Care Providers): 1-877-233-1800
  • Joining the Network (Health Care Providers): 1-877-842-3210
  • Media Inquiries: 1-888-438-8124

Mailing Address

UMR P.O. Box 30541Salt Lake City, UT 84130-0541

Official Website

When customers visit the official UMR website http://www.umr.com/oss/cms/UMR/, you have the ability to receive product information, find a provider or go to the online services page. In this portion of the page, customers can file claims, find specific forms, order identification cards as well as read about prescription benefits. UMR teaches customers how to save money when you visit the Customer Resource page.

Social Media

Although you can connect with the customer service team at UMR through social media, you may not receive an immediate response. The YouTube channel features informative videos relating to products and services, but little on the customer service side. On average, the customer service department responded to questions after several days.

Customer Service Email

We sent a message to the customer service department relating to canceling service. We are still awaiting a response.

Our Experience

When contacting the customer service department, you will need to listen to the automated system. There are three initial options in order to reach the customer service team. The first three options are for healthcare providers, members and healthcare facilities. If you are not a member, you will need to listen to the entire system. After listening the available options, we continued to select zero (0) and finally reached the operator. We explained our concerns and the agent connected the call to the customer service department. This process took approximately six (6) minutes. After the customer service representative answered the call, we asked several questions relating to hours of operation. The questions were answered, but the overall experience was not what we expected from a company touting customer service levels. Thoughts? Let us know your experiences in the comment section below.

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84 Comments on “Contact UMR Customer Service
  1. VERY hard to get to talk to a UMR representative. UMR sent a check for patient services provided. However, there is no telephone number on the check to call if a problem. There was a problem. UMR did not advise on EOB for which patient they were remitting payment for. Finally, 2 days later talked to UMR representative, Frank, who located the needed information and faxed.

    Suggestion – Put a telephone number on your checks. Thank you.

  2. Service? What does that mean to them? I file a claim in March of 2014 and still no response. I file another one on July 8, and after 3 calls and emails, and promises, still nothing. It is now 4 months later, and till trying, probably not accomplishing anything. Apparently they took out their fax line; probably broke with repeated claims coming in. Is there only one person working there? Part-time? What else can they do to delay a claim?

  3. I have yet to find an actual human being to talk to. I called UMR, listened to the prompts and it said I had to listen to the patient’s benefits before I could speak to a representative. I listened to the long list of benefits, then it went back to the prompts and again said if I wanted to speak to a representative, I had to listen to the patient’s benefits. It was a never ending loop. I wonder if anyone works there. I read one of the reviewers spoke to Frank. I’d like to speak to Frank but he probably quit.

  4. This is the worst Insurance Company, I had to ever work with. It’s impossible to get a live representative on the phone. There is almost always issues with claims. I would never recommend this Ins Company to anyone…

  5. Feb 24 2015 Received a call from “MONICA”, a “Case Manager” of one of our patients. We have a receptionist to answer our phones to be directed to the right person. Apparently this person had gone to lunch so “MONICA” was directed to the next person to help. I have got to say this “Monica Case Manager” has got to be the worst person ever to handle any sort of customer related service. If I was her patient I would fire her because she is Non-professional, Hateful, and very “RUDE” on the phone.
    I WOULD NEVER REFER ANYONE TO UMR!!! FURTHERMORE, WE WILL NOT ACCEPT UMR INSURANCE AGAIN !!!

  6. There is no phone number to contact a live person to get eligibility and the UMR system does not work. When we put in information, it brings up the same screen.

  7. all i wanted was a list of lab prices per company to give better patient care!!!! apparently patient care is on the very bottom of UMR’s to do list!!!!!!! absolutely awful customer service with little interest in patient well being!!!!

  8. ATTEMPT TO REACH SOMEONE FOR 30 MINUTES AND STILL NOT LIVE PERSON. UNABLE TO SPEAK WITH A LIVE PERSON. i WORK FOR A HOSPITAL THIS IS THE WORST WEBSITE THAT i HAVE EVER SEEN. THERE SHOULD BE A BETTER WAY TO REACH CUSTOMER SERVICE WITHOUT GOING THROUGH ALL OF THESE STEPS WHICH IS USELESS

  9. i have had to deal with these people now for 3 years as a senior.I was offered by my company to a Maxi Plan-they call it. I signed up for Medicare Part A so my company would not be responsible for Hospital expenses.My premium was not reduced but I have “special” benefits-no co-pays at doctors office, and reimbursements of co-pays on drugs-this includes my retired husband. Well everytime a new year rolls around their computer drops all the info and no one there can tell you a thing-they bill at the regular system and you have co-pays all over again then they have to rebill every claim when they finally get it straight after months of telephone calls and numerous faxes and just plain talking to dumb people who never think to ask for a supervisor to take over or a supervisor who doesn’t know her job. I have sent a registered letter with the drug co-pays, have who signed for it-about a month ago now-and the only thing I have seen is a bunch of papers with “DENIED” ALL OVER THEM. I registered this via E-mail and no response except we don’t pay back what looks like your co-pays! How about that UMR???? I could never be a satisfied member with work ethics like this. By the way still waiting on the drug co-pays when someone gets around to it-maybe next year-ya think!

    • It is a nightmare trying to get in touch with a live person. Very unprofessional having your providers work so hard to get information. I will no longer be working for UMR.

  10. Customer Service totally non-existent.
    AN d I was returning a call from someone who was obviously never trained in phone protocol.
    Garbled the phone number and did not repeat it.
    I was trained to repeat the number at least twice.

  11. WORK FOR A HOSPITAL AND CAN NEVER GET A LIVE PERSON ON THE PHONE. I’VE TRIED OVER AND OVER AND SEVERAL DIFFERENT PHONE NUMBERS AND IT ALL GOES BACK TO THE SAME NUMBER WITH NO LIVE PERSON TO ASSIST. WORST INSURANCE COMPANY I HAVE EVER DEALT WITH. I DO NOT RECOMMEND THIS INSURANCE TO ANYONE. YOU WILL NEVER BE ABLE TO TALK TO A LIVE PERSON IF YOU HAVE ANY TYPE OF PROBLEM.

  12. never a human to answer the telephone…. all automated.
    hate dealing with this carrier- i enter any old umr policy number, get the automated fax with the passcode and then call…

    ridiculous carrier! wait til you get a check with no eob…
    they are terrible!

  13. Worst customer service ever. No way to get a live rep on the phone. You have to go through the provider self service menu to get a fax, then the fax contains a passcode that you must have in order to speak to someone. However, when their system is having problems and you don’t get a fax you have no way to speak to anyone.

  14. Cant get a hold of live representative and website doesn’t offer the help in need. Most inconvenient Insurance I’ve ever had to deal with.

  15. After 2 and half hours on the phone this morning(which we all know is a ridiculous process to get a rep on the phone) and another hour pulling claims and Medicare remits that have been sent at least twice already – the fax number given to me for claim submission was incorrect. The time spent to rectify claim matter for this insurance company is out of control and shameful.

  16. Can not talk to a live person. received a check with no eob. Has no phone number to contact anyone. here is a suggestion please put on a phone number on check so you can talk to a live person.

  17. they can denied a claim really fast, but never want to call you back to answer the questions you have about this denied claim.

  18. The worst insurance ever!!! Wasted my time for spending hrs to get a hold of a live person to correct a claim that they denied in an error….

  19. I finally got a hold of someone by calling the member line @ 866-868-7761 instead provider line. Per the representative, call member line is the best solution to get a hold of someone and they can assist with claim status. Give it a try!!

  20. I’m trying to talk to someone regarding two checks my office received. One on 9/17 Check #00026816 for $45.72 and Check #00041461 on 9/29 for $178.37
    there is no eob with either of these checks so we don’t know where to apply them.
    please advise or send eob that matches these check numbers.

  21. Worst customer service ever, if they even have anything for providers. The eob states information was not provided as requested. Who did they request it from??? You can never talk to anyone, oh well I guess their member can deal with their insurance company.

  22. There is nothing to say that hasn’t already been said. I will reach out to my client and have there HR administrator be the catalyst for change here. Suggest everyone else do the same; otherwise, nothing will change.

  23. You guys have screwed up my Medicare. I never had you as insurance ever, but yet you infiltrated Medicare and they are now denying my claims. What a hornets nest you created. Do everyone a favor and close down you so called business.

  24. Call the number to join UMR; I finally got a live person. We weren’t getting our EOB’s and they acted like this was an anomaly and I must be throwing them away! OMGosh!

  25. okay….. got a live person, put on hold for 20 minutes and disconnected. Called back and have now been on hold 30 minutes but the rep does keep checking on me and letting me know they’re working on my issue…. Which is I have 6 checks with no EOB’s or identifiers whatsoever!!! We’ve already deposited the checks so not giving us the patient information is only hurting the patient!

    This is fricken’ crazy!!!!! Why wouldn’t a check number and issue date be a sufficient way for them to look up patient information?

  26. The worst insurance company to get information such as remits from. no representative to talk to and they just keep telling you to go to the web which is not friendly at all. There is no phone number on the checks either
    They don’t make it easy to get information

  27. I’m reading all these comments that it is difficult to get a live rep. I have absolutely no problem getting a rep on the line AFTER I have verified claim status online (easy/quick setup for provider access) and obtain the passcode. Highly recommend this process… However, all of my provider claims are considered High Dollar/Large Claim and that is where I get stuck as UMR will no longer transfer to that area/department but simply submit a ‘callback’ request. Ugh!!

  28. I have been trying for the last hour to get remittance information. i have received checks, with no payment information attached. I have gone to the website, entered the check number and group number and it does not match any of your members. I have been trying to call and it is useless considering I have no member ID. How am I supposed to get this information to post these payments? Please contact me and send the remittances with checks from now on ! what a waste of my time!!!!

  29. I am trying to get assistance on 3 checks I have received from UMR, the only info on the check is the check # & the group number. I have no idea what patient any of them belong to. I need to know how to obtain a patient name and DOS these checks apply to. Please contact me so I can resolve this issue.
    Thank you in advance.

  30. I am trying to get in touch with a customer service rep to discuss a denial and i can’t get in touch with one . I tried every number listed on our website and still can’t get a live person

  31. Terrible customer service! I’ve been trying to submit medical documentation for precertification for a patient. No fax # available, can’t get a human on the phone and the provider portal won’t let me upload documentation. My patient needs testing done and I can’t get thru. Really? That’s the best they can do?

  32. THIS IS HTE MOST UNPLESANT AND DIFFICULT EXPERIENCE I HAVE HAD TRYING TO GET A PRIOR AUTHORIZATION. there IS NO LIVING PERSON I CAN SPEAK WITH AND THE PHONE SIMPLY HANG UP. THE SERVICE IS WORST THAN AWEFUL. I GIVE IT 0 OUT OF FIVE.

  33. I have tried for several weeks to speak to a representative. There is never an option given to do so. I am a office manager for a dental professional. I’ve tried requesting a fax, but it never comes. I need answers and need to speak to a human. What is that number. Different phone numbers given but they are all automated with no representative option. I’ve never had this experience with any other insurance company.Awful!

  34. I work for Dr. Peter Marshall in North Pole, Alaska and I received a check #00179320 for $130.00 under Bristol Bay Native Corp. However there was no EOB attached so I do not know which patient this was for. I tried calling the phone numbers on your web site but am unable to get to a representative as your phone tree needs patient ID number which I do not have. I find your phone set up extremely difficult since there appears no way to talk to a real person!

  35. The worst customer service!!!!!!!!!! In order to get a claim reprocessed customer service transferred to UMR and have been now waiting 1 hour for someone to come on the line.

  36. The worst customer service!!!!!!!!!! In order to get a claim reprocessed customer service transferred to UMR and have been now waiting 1 hour for someone to come on the line. Would give UMR negative stars

  37. I am very disappointment. I have requested a claim status fax eight times and have not received a fax as of yet. I have called every number listed and have not been able to speak to a live person. I am requesting a supervisor reach out to me concerning this request. We are needing the fax asap! Andrea

  38. I am not receiving fax backs for patient information. This is an ongoing issue.
    Please let me know what to do.

  39. It is impossible to get to speak to a human being unless you have a specific member you are calling about. It is horrible customer service. I am a provider trying to match up payments we have received that came with no EOBs. I tried to find them on your website and no results come up.

    HO

  40. I find this very interesting..I’ve been back and forth for about an hour now. I have tried 5 phone#s and still cant get a live person. I run into this review section and it’s hilarious because everyone has the same complaint that dates back years! wow…UMR is really pathetic with their customer service…not sure what to think. Definitely very frustrating!..you’d think their customer service would be at its best by now…I guess not.

  41. Stop outsourcing to the Philippines. They never give correct benefit information. And there’s always a prior authorization issue. Stop soliciting medical records for every clam that crosses your path. Focus on first contact resolution. Keep in mind cost per contact. Basic corporate governance. And customer service 101. Your company needs a refresher course.

  42. Horrible@ I have several claims that have been partially denied and were resubmitted for Radiation Oncology. NO WAY to speak to anyone!! I tried to go online and because my facility has over 1500 providers, I could not check the status via the online portal either. Worst in the industry for sure

  43. Customer service! What customer service. Unable to find a way to actually speak to a representative. I am a provider and I am extremely irritated with your service. I received a rejection letter and have not been able to find anyway at all. Period. To speak to someone who can help me figure out what went wrong. Extremely annoying. Self service line is a joke. I submit a claim but you’re saying you can’t find it. Although you sent me a letter with the claim saying you couldn’t pay it. You also spelled my name wrong. You also said you couldn’t find the claim at all even though you sent me a letter saying you had the claim.

  44. UMR has some of the worst customer service there is!! No one ever knows anything about claims and all they do is transfer you to another department that knows less. They “never” have managers or supervisors on hand to talk to, conveniently, but will leave you on hold for a lifetime while they “find one”. It’s ridiculous. HORRIBLE HORRIBLE HORRIBLE!!!

  45. Customer service is unmatched? Thank goodness! This is the worst customer service line I have ever worked with. Like all the MANY other comments, it is impossible to actually speak to anyone. I would not recommend this insurance to anyone for that very reason. If they cannot assist providers to make sure their insured claims are paid, then they give the impression that they do not care about their insured!

  46. IMPOSSIBLE to get past the prompt message to get to a person. Have tried every number listed and all you do is go round and round and never get a person. There is no use in emailing either at the email has a passcode attached that you cannot open when you receive.

  47. UMR customer service sucks and non exisitant at all. There are some codes that are located on fax but aren’t specified in detail and really would appreciate to contact someone for verification. My employer doesn’t have a online account for this so I have to call in for verification. I wonder if the provider is having this problem then this only means that the policy holders are having the same problem as well.

  48. I’ve been through the automated line and need to talk to a representative. Only problem is that there doesn’t seem to be a way to do so. POOR customer service.

  49. IT IS IMPOSSIBLE TO REACH A person……………..ONLY RECORDED MESSAGES
    THAT DO NOT ADDRESS YOUR ISSUES/CONCERNS/QUESTIONS!!!!

  50. CANNOT GET IN TOUCH WITH ANYONE FROM THIS COMPANY, POOR EXCUSE FOR A BRANCH OF UHC. I hate calling in when all I need is a fax number for records they are requesting! You should include the fax number on the denial of the claim!

  51. I been trying to get Customer Service and I can’t get in touch with anyone . I have a payment with no Eob information. I need to speak to someone . I call every number on line . I need HELP…..

  52. I am trying to change my address. I have called UMR several times. I keep getting moved around. I am done Ridiculous!!!

  53. Awaiting moderation??? Please post my 100% true and honest commentary on a life threating and undeserving situation with UMR and their wreckless behavior!~!!

  54. I have tried to submit a behavior health claim to UMR insurance company and I had questions. I could never get in touch with customer service. They say fax something to them and they will give you the number. This does not work either. The sades part of this is I have UMR for my insurance and this is makes me sad because I am about to stop taking UMR as an insurance company. They need restructure. Plus Who has to mail in a claim forms these days. It is the 2000’s. This is ridiculous. I need to know who can I report to about their poor service.

  55. We have been unable to get through to anyone on the customer service line. it keeps saying the customer id is incorrect and does not give any option to speak with anyone. IF we could have a number that would get us in contact with someone could you please let us know or if someone could call us at the office

  56. Why is it so difficult to talk to a live person when calling in as a provider? All I can get is the self service line. How do I reach a real person?

  57. Has anyone been able to get a phone number or fax number that works? Can’t contact this company at all.

  58. Your system of service has held up my patient’s ability to receive care because I could not get thru to get prior authorization. Not that it seems to matter to you all because I’ve read at least fifty comments and everyone is saying the same thing. How can a company that’s supposed to be providing care for our patients be so blatantly inept to providing a quick and easy way to access information to get our patients taken care of.

  59. Why have you fraudulently invaded my Medicare Account. You cancelled me in 1997 and then we cancelled you in 2013. You invaded my Account in 2013, which was finally resolved with the help of your executive staff.

    You now appear in my Medicare Account as primary/secondary insurance. Medicare and Florida have declined payment for my medical invoices.

    Are you challenging me to have my lawyer sue for damages?

  60. THIS IS THE WORST INSURANCE COMPANY EVER!!! There is no direct provider line to call regarding claim issues. I will never refer anyone to this company nor will be accept the insurance in our practice.

  61. IMPOSSIBLE TO GET A HUMAN BEING TO TALK TO! WE HAVE NOT BEEN GETTING PAYMENT REMITS FOR MONTHS AND I CANT GET ANYONE THERE TO CONTACT ME OR CALL ME. THE MANY PHONE NUMBERS THEY GIVE YOU ON THE WEBPAGE TO CALL TAKE YOU AN INFURIATING CYCLE OF BUTTONS TO PUSH ONLY TO NOT GET THE HELP THAT I AM LOOKING FOR. TERRIBLE SERVICE.

  62. Horrible ! you can never talk to a live person . All that they send me is a check with the Ck# and Group# , when entering this info on there website it still will not pull up an EOB. I then called the customer service number and it ask for the patient’s ID# and DOB , and if you do not have this information they will hang up , FYI : If I had this information I would not be trying to call UMR .

  63. Your customer service stinks, I DO NOT want to speak with an overseas representative!!! I want to speak with someone who can actually get a claim paid.

  64. Customer Service is horrible. I need to speak with someone because my all I have is a check #. I need the EOB.

    So frustrated!!!!

  65. Your customer service representative, Gene or Jean, however you want to spell it, was very unpleasant to talk to and very rude. I simply wanted to discuss if our mailing address was correct and if we were still In-Network with UMR. She repeated what i requested back with attitude in her voice and said she needed a member id, i told her i have one. She didn’t seem like she wanted to help me. Multiple times she placed me on mute and by the third “hello” is when she finally addressed me.I told her if she didnt want to help me that she can give me a different representative to talk to, I understand that they may deal with unpleasant people as well, but if someone talks to you with respect, your representatives should give it back. If you don’t want to get paid to do your job, then do not work there. It’s already hard enough that they don’t answer all of your questions and concerns and are trying to RUSH you off the phone. She could of just given me the number to the credentialing department if it was such a bother to answer my questions.

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