Optum Financial Reviews

Used OptumFinancial to get reimbursement for FSA and put in all data as instructed. When prompted added a document which was a photo of a document. The photo selected presented on the screen as the selected photo and I could not go any further. It was locked there . Could unselect it and select again but it would not allow to move forward in the process. Couldn’t swipe it in any direction. Called customer service to find out how I could get my reimbursement . I was transferred four (4) times until arriving at the right place. I am still on hold while writing this review going from a projected wait time of 39 min to 46 min to 53 min to now 52 min. In the mean time down loaded OptumFinancial again and reentered the data and this time took a pic of the document instead of from my photo album. I was able to attach the pic but then OptumFinancial would not advance to the next page to complete. I then “saved” the data which would not save the document . The page then when blank with the word “cancel” in the left upper corner and “save” in the upper right. Neither of which responded. Literally the worst app I have ever had to use. Very sub standard customer service . One of the individuals was cordial. One evidently hated her job and was miserable on the phone. I have been working on this for over 1/2 hour at this point. Still on hold for a project 43 more minutes.

I really appreciate how much simpler to navigate OptumFinancial is than the website. I especially like that I can submit my documents with a photo. Plus I can track it all.
The one bug I’ve noticed was that when I tried to confirm my submission my session seemed to freeze. It didn’t give me the legalese or the confirmation window that lets me know it went thru. When it finally did submit it went through twice because I kept trying. But this has only happened once.
I guess the other thing that is a little challenging is the date selection feature. But that’s so minor. Once I got used to it, this has made life so much easier!

I wanted to close my account and transfer my fund to a different establishment to consolidate my HSA accounts and avoid stand alone fee.

Didn't receive any notification about the check of my fund after closing the account being sent to the new establishment. The check got lost in the mail or something because the new bank never got it. When I contacted customer support, they were really rude and told me they had no record of the tracking number of the mail or the check number they sent over, which I find very strange. It's money, might not be a lot to them but it's my hard earned money. They kept telling me that it was sent, and the new bank should have received it by now. They kept saying that they're going to send me the check number, but I never received that information and they proceeded to close my case. I re-contacted them to ask about the check number and got the same response. I would give it a zero star if I could. If your company offer HSA account with this company, please beware. They'll be happily keep your money but might not give it back when you want.

We just adopted this at work, but is by no means easier than our previous vendors. When you try to upload photos of expenses, it’s super wonky with the way it pulls up photos. It pulls up folders, with no discernible organization. Instead of seeing recents or favorites, it’s all over the place. And instead of selecting source type, it auto-pulls iCloud folders, which is just as messy as you can imagine. So I just save everything into the one random folder that comes up first, but that’s not ideal for my own organization. Not an intuitive or seamless experience. Same with files. I’ve followed the file guidance, but still have no luck posting them. And when I make a claim, it’s hard to tell whether the image/file is accepted. Once I realized that my file wasn’t because my claim was marked incomplete, I went back in to upload again. When I uploaded a PDF or an image, it doesn’t give me status or action button for my next step. After trial & error, I figured out that I should just close out of the claim & hope for the best. Not a great experience.

Something’s I don’t like are generally problems that should have been solved years ago and should not be a problem in 2022.

First, I have an account that has been defunct for over 5 years, they won’t remove it and there is no option to hide or remove it myself. So it is always in the way of trying to do current claims.

Second, they keep trying to get me to go paperless, annoying pop ups and banners all over. However OptumFinancial does not have the ability to do everything, like get tax docs. So OptumFinancial forwards me to the website, makes me login again(annoying), then is not optimized for mobile screens at all. I cannot get the information I need from the phone, so why refer me to a non-mobile site in the first place?

Third, sorting is stupid, painfully slow for even 10 items, and finding status of claims takes way too many taps, sorts, filters, etc and every screen paint takes way too long. Often 30 seconds or more.

Forth, customer help is unfulfilling and leaves me with wasted time and frustration. it’s so bad, i’m considering finding a new job so i don’t have to use OptumFinancial anymore. seriously, i hate OptumFinancial that much.

Snapping pics of receipts to make claims is pretty simple, but no easy way to pull copies of those docs in the future, so i end up having to make my own copies anyway. so what’s the point?

First issue:
When trying to leave feedback, the email field is required. However, when typing in the email address, you cannot use @ or .

The feedback will not submit because you didn’t enter a “valid” email address, which you aren’t able to do. Makes you wonder if they want feedback to begin with 🧐

Second issue:
When claims are rejected/sent back to you for more documentation, they don’t provide a reason why it was sent back or what you need. You have to call, go through 4 option menus and figure out for yourself that you have to press 0 to talk to an actual person since that’s not a menu option to begin with.

Third issue:
Once you submit a claim, you CANNOT add more documentation. You have to wait until it’s returned to you. My claim is in progress where I attached a receipt. I just received my itemized bill. It allowed me to upload the bill and said it was successful, but the document wasn’t actually saved to the claim. When I backed out of that specific claim and went back in, it wasn’t there.

Other than that, OptumFinancial is fine. It displays your remaining balance clearly, it’s easy to submit claims, and there’s a section that reminds you of what expenses are eligible.

OptumFinancial is easy to navigate and provides all the features I have needed. I just completed two reimbursement transactions which required me to upload one document for each transaction. Both times I received an error message saying there was something wrong with my upload however that was followed by a message indicating my claims were successfully submitted. I’ll wait a few days to follow up on line and see if the process worked properly or not.

The good, it allows you to see your balance and transactions at a glance. That’s it.

OptumFinancial has serious shortcomings, specifically the inability to mark a claim as paid (the only options are pay provider or reimburse yourself), which exists in the website version. Also the transaction summary view for some reason shows balance as $0, even though the home view shows the correct balance. And there is no link to go manage your investment options.

In short, for anything beyond simply looking at the current state of things, you have to go to the website instead of doing it from OptumFinancial . Hopefully OptumFinancial will eventually get updated to have parity of functionality with the website, until then it is not very useful.

Connect your care is definitely not a good HSA choice. If you have used services with a good finance provider of any type, this will irk you a lot. We had a recent employer rollover and they missed the promised deadline by nearly a week. Then their app and website was not working properly. If you need help you can call into a maze of automated computer voices. It is very difficult to speak with a human. When you want to reimburse your money, it is not easy. Your money is not liquid without a lot of effort. Definitely the worst provider of finance products I’ve worked with. Cannot trust. If you can choose where to get an HSA, look up reviews. There are better choices. If you have no choice because your employer chose them, then hopefully they will read reviews like this and try to improve the customer experience.

App does not process the upload of documents correctly. Uploaded a claim with a document to then find out (when checking again) that the claim was flagged as incomplete due to missing documents. I uploaded again, it shows the doc accordingly. When I exit and reenter the claim the document is gone and the claim shows incomplete again. The support/feedback function is also not working: It asks you to enter your email address (mandatory for submission), but does not allow you to enter “@“ and “.” - I am wondering how you can enter your email and submit your problem. Seems like somebody in IT found a clever way to not get bothered. App is useless for me - would give zero stars if I could and surprised about the high ratings.

As an enthusiastic FSA participant, I benefit enormously from this well-integrated app. Being able to use my phone’s camera to process receipts saves me much time that used to be spent scanning PDFs or creating them from images. OptumFinancial just takes the jpeg file perfectly. The service processes claims very promptly and direct deposit in my bank account is very reliable. I appreciate that it uses Apple’s facial recognition function for login to provide extra protection for my medical receipts. This really helps me take care of my family. THANK YOU!

I love that I can go in OptumFinancial to check my balance and submit reimbursements. it is easy to follow, user friendly, and works without issues 99% of the time. I only wish OptumFinancial would send me notifications when more documents are required or if a claim hasn’t gone through. Also when going through list of what the reimbursement category is for, it would be nice if we could also search for the category as opposed to only having the option to scroll through until we see the correct category.

OptumFinancial does not show the deposit in the total amount quick enough. It will show my deposits on a Monday and than adds it to the total amount available on a Wednesday. Now it showed the deposit and still didn’t add it to the total amount yet and it’s Sunday now. I need to see the deposit
Added to the available amount the same day..
OptumFinancial needs to be quicker with it’s updated .
Yes if that is fixed and shows the deposits and added to the total available amount the same day I would give OptumFinancial a 4 or 5 star.

Everything is simple and easy to use, except the document viewer. After you submit a claim, then open it up again to view the uploaded documentation, the picture will not load. It’s so annoying. Then, when you request to view old documentation, you receive a notification saying it takes 48 hours to process & view the document. However, OptumFinancial doesn’t send you a notification saying it’s ready to be viewed. Just a pain. All of these limitations make it difficult to view your documentation.

Charged a $1.00 paper statement fee so went on OptumFinancial to select paperless statements, but could not find it. Went online next, but could not find it. Called customer service and was told how to navigate to the option (online only) and to the CSRs surprise (yes, genuine surprise!) there was no option to select paperless statements and they could not find it any where online.

Was told they are creating a research report to figure out the problem and IF they could reimburse the $1.00 fee. This would take three days.

Amazed they could not reimburse this small amount immediately after realizing they do not have a paperless statement option problem and how slow the response is.

I’m so glad my Union decided to use the myCYC app! So much easier to pay providers without laying out money, filling out forms, mailing them in, and finally getting reimbursed!
I did have to remove one star for an annoying defect in their “date wheel” though. When you need to enter a date, a scroll wheel appears...but only part of it is visible. You have to kind of guess how to move the dials so you can set the date correctly. I did call them up and they made a service ticket for it. Said there would be an update to correct the problem. Hopefully so. I love OptumFinancial!

OptumFinancial is great! It allows easy access to my HRA account and information pertinent to medical expenses and management. I recommend following through with a phone call if you have questions regarding your coverage before assuming costs on the card, especially if you’re visiting a compassionate care medical cannabis doctor. Make sure that the company language is commensurate with your states law to ensure that is a covered medical doctor visit. Enjoy! Solidarity with all my union brothers and sisters.

There are a couple glitches when you use your phone with OptumFinancial . Entering dates you can’t see the calendar, but if you click the screen a bunch it will pop up. Adding attachments already in your phone was impossible. I was able to click the photos from my phone I wanted but they went into a file on OptumFinancial , when you click that file you can’t see the pictures you added. I had to take a picture to get them to upload instead of just using the picture already on my phone

The connect your care app is great and easy to use to keep track of how much you have available for medical related expenses and for keeping track of what you’ve spent. The only reason that I gave it four out of five stars is because when a claim is rejected, it doesn’t give you an explanation as to why it was rejected. This has happened twice recently and when I resubmitted one of my two rejected purchase, one of them ended up being accepted and I have no idea why it was rejected in the first place.

OptumFinancial is good in terms of functionality/navigability, but very slow. I was trying to submit a claim, kept pressing “next”, it would show a “loading” icon that would eventually disappear without moving to the next screen (no error message), and OptumFinancial crashed once. The website is also slow but worked without freezing/crashing. Took me 45 mins in total to submit the claim, even though there’s only like 5 steps.

This rating just applies to OptumFinancial and not to the company’s services overall.

OptumFinancial is awful, as is the website. There is no where to enter an account number or invoice number when paying medical bills. I have had numerous bills not get credited to my account because the receiver did not know what account to credit it to, which would be even more problematic for someone with a common name. I have noted an account or invoice number in the Note Section, but it did not get out in the check sent. OptumFinancial also changes the birthday back one day every time you open a family members name and hit save. Very bizarre. OptumFinancial often opens an account analysis summary when you hit FAQ (but not always, if you’re lucky you get the FAQ.) in the account analysis summary it shows your last few transactions. If you click the link for more transactions they display one character to a column, so you’d have to read and scroll letter by letter, Schichtel is awful. I’m not sure how OptumFinancial got released. Our family will be reporting this all to the emplyer that uses the company with the hope they will reconsider using Connect Your Care.

4.31.6 update:
Issues below from my original review still exist.
I’ve tried over the last few weeks that PDF uploads for me are not working OptumFinancial . I can do them on the desktop site, but not on mobile.

Original review:

i’m not able to submit feedback in OptumFinancial because i get an error saying “you need so set up an email account on your device”. i don’t use the built in ios mail client. OptumFinancial should let me submit feedback even if i use other email clients.

when i get claims that need my attention the status is just “incomplete” on the list. when i view the claim details, it says “paid, documents nee..” (yes, it just truncates the message and i can’t figure out how to see what the full status is). for this claim i’ve previously uploaded the receipt, so it’s not clear why it seems to say documents needed??

in some cases i re-upload the same document and it goes through and sometimes it goes through with no action by me. it would be great if i could see the exact details of what is needed and/or to ask for clarification in OptumFinancial of what is needed to close the claim.

The CYC app is so easy to use. Uploading FSA and DCAP documents, including receipts and forms, for either reimbursement or outright payment is a breeze. Taking photos using your phone is so great vs. scanning hard copies. The claim status list is straightforward so you know which claims are taking longer to process and when the claims have been paid. Email notifications of when money is getting paid into your bank account as reimbursements are helpful. I highly recommend using OptumFinancial.

Very easy to use once you understand the can / can nots. All doctor bills come out of HRA until depleted then they use FSA. Not all items are can be purchased with card. I usually take to counter and pay with card, if item is not allowed card will not go through. If it does hold on to receipts, once item shows on account submit your receipts..

The mobile features in OptumFinancial are not truly mobile.
First of all, when you upload a document, the view function does not work. When you click on the “View Document” function, it leads you to a blank page. You must scroll to the bottom of OptumFinancial and choose “Full Site”.
Secondly, the FAQ link does not work. When clicking on the link, it leads me to my home page, which shows my FSA balance, etc.
Lastly, when our company switched over to Connect Your Care, a majority of my fellow employees were having issues with claim submissions because additional documents were needed or reimbursement processes were taking too long.
OptumFinancial definitely needs to be refined.

The developers definitely made some good improvements over the past few months... until OptumFinancial completely stopped working. I tried last week to submit a claim for an office visit, and OptumFinancial crashes every time I got to the step to attach a photo. I reset and power cycled my phone, but the problem persisted. Today, I tried again to submit a claim, this time for a Rx. OptumFinancial didn’t crash this time when trying to attach a photo of the receipt; instead, it kept saying there was an error when trying to do so. I don’t know if it’s an iOS 13 thing or what, but it’s incredibly annoying and frustrating whatever it is.

Overall this a very useful app. It lets me see all my accounts and gives me an easy way to reimburse myself. My only complaint is how intuitive the reimbursement pro is to find. Once you click on the button to "make payment" you can select "pay yourself" but knowing to hit the first button is not intuitive. I wish the "pay yourself" button or something similar was on the main page. If it weren't for this it wine 5 stars.

Please add the ability to make HSA contributions on OptumFinancial , or at the very least fix your website so I can do it using a cell phone or tablet instead of using a laptop/desktop. The button that needs to be pressed is overlayed with text making it impossible to click and it is very annoying! I have used different browsers and devices and have the same frustrating outcome. The only reason I downloaded OptumFinancial was because I was hopeful this feature existed in an easy interface.. but alas.. frustrated again.

Hi! I forgot I have OptumFinancial on my phone. My husband wasn’t able to use his FSA card at pharmacy. I usually have trouble logging in the laptop. I used OptumFinancial so that my husband could be reimbursed. It was easy to use. Although I took photo of receipt for proof of purchase, OptumFinancial stated “error” when I took 3 photos. So I’m not sure if photos will be posted. Other than that, it was very nice to see our remaining balance on our card. Thank you,

OptumFinancial has been extremely helpful in offering us the capability to view our situation with our FSA at any point in time. Submitting claims seems to be simple enough (I just did it for the first time). The only thing I would like is that when there is some documentation pending maybe a push notification would be good to let us know instead of going into OptumFinancial .

Connect your Care makes it simple and easy for its customers to submit claims. Early on we had some issues but they seem to be resolved and I just installed OptumFinancial today and it couldn’t be easier. It said there was an error but looks like it went through

OptumFinancial is very easy to use. I was asked to take care of payment at an appt-I added the payee and submitted balance photo all at the check in window within minutes. I gave a four star rating because having a receipt emailed right way would be helpful to forward to the provider I payed so they would have some sort of payment made record until the claim processed in 72 hours.