UnitedHealthcare has cancelled my healthcare under dubious circumstances, for instance, they’ve sent me contradictory letters.
But most difficult for me to understand is the fact their Customer Service told me my plan was fine and I had nothing to worry about — The woman who was helping me checked everything before telling me that.
So, why wasn’t what she told me true?
Why was the information she was given, not true?
Why am I being sent contradictory letters? For instance, UnitedHealthcare sent me a letter asking for my Medicaid award letter, and giving me until September to send them a copy… But then my healthcare plan was cancelled at the end of March… and they didn’t tell me: I found when I tried to access my U Card after it showed a 0 Balance.
I’ve sent out the following letter. I hope it’s clear. I did my best to make it clear. In the letter I sent out, there’s yellow highlighting, but to do that on my website would take a huge amount of time, and I’m just too distressed to do it and get it done accurately. So, I’ve shown the highlighted parts as red text.
My letter:
Karen Kline
4804 Rail Runner Rd. I-101
Santa Fe, NM 87507
April 22, 2025
Tim Noel, CEO, United Healthcare
9700 Health Care Ln
Hopkins, Minnesota, United States 55343
Alice Kane, Superintendent of Insurance
New Mexico Office of Superintendent of Insurance
P.O. Box 1689
Santa Fe, NM 87504
Kari Armijo, Cabinet Secretary
New Mexico Health Care Authority
P.O. Box 2348
Santa Fe, NM 87504
Niki Kozlowski, Director
Income Support Division
P.O. Box 2348
Santa Fe, NM 87504
Re: Health insurance scam? Fraud?
Dear CEO Noel, Superintendent Kane, Cabinet Secretary Armijo, Director Kozlowski,
I have a brain injury, making it easier to write clearly, than to talk clearly, especially when I’m anxious, as I am about my healthcare coverage being cancelled.
I want my original UHC plan back. I don’t want a different plan. I have not been able to identify a Medicaid problem to explain why my plan was cancelled, giving the impression it was cancelled unfairly to increase commission earnings.
I’m enclosing copies of relevant UHC letters that began in November 2024, thanking me for choosing UHC – My specific plan gave me $200/mo for utilities, food, OTC items that qualify. I did not get the money in January because I was not timely sent my U Card and the virtual card did not have a security code.
On October 31. 2024, I received a Wellcare by Allwell, letter saying, “We have received confirmation from Medicare of your disenrollment from Wellcare Dual Liberty (HMO D-SNP). Beginning 01/01/2025 Wellcare Dual Liberty (HMO D-SNP) won’t cover your health care.”
November 7, 2024, I received a UnitedHealthcare letter thanking me for choosing UHC Dual Complete NM-Y1 (PPO D-SNP). Copy Enclosed.
On February 20. 2025, I received a UnitedHealthcare letter saying, “We have some important information about your UHC Dual Complete NM-Y1 (PPO D-SNP) coverage.
The Dual Special Needs Plan (D-SNP) you’re enrolled in requires you to have both Medicare and Medicaid coverage through UnitedHealthcare. Recently we learned you have Medicaid coverage with another carrier.
Unless you have your Medicaid coverage with UnitedHealthcare, you’ll be disenrolled from your UHC Dual Complete NM-Y1 (PPO D-SNP) as of March 31, 2025. Being disenrolled from UHC Dual Complete NM-Y1 (PPO D-SNP) won’t change your Medicaid coverage, but you will need to enroll in a different Medicare Advantage plan or you can return to Original Medicare.” Copy Enclosed.
Following receipt of that letter, I chatted with UHC and was assured everything was okay. I saved the chat:
– 11:32 AM
I got a worrying letter about my plan being stopped b/c I have medicaid with another carrier, I was on the phone a long time yesterday trying to get to the bottom of the problem, and today the number on the letter, 1-866-393-0208 doesn’t go throughRead You
– 11:33 AM
Are you switching your Medicaid over to United Healthcare? I am checking on this number Sarah
– 11:35 AM
I want to, but I don’t know how it got switched away from United Healthcare in the first placeRead You
– 11:35 AM
I see both your Medicaid and Medicare accounts are with United Healthcare. Sarah
– 11:36 AM
NM where I am says I never had medicaid with them, but other agents say I did. I have a brain injury and it’s very confusing
Really, ????
so can you tell if my plan is safe?Read You
– 11:36 AM
Yes, your Medicaid is through your SSA- you automatically qualified since you have Medicare. Your account is fine. Sarah
– 11:37 AM
And I won’t have my Dual benefits discontinued?Read You
– 11:38 AM
I do not see that your plan is being discontinued Sarah
– 11:38 AM
This is so weird. When I dial the number today it behaves as if my call doesn’t go through and disconnects. I wondered if my number was blocked because of this problem….Read You
– 11:39 AM
No, I am not sure why the call was not going through but your account is fine. Medicare and Medicaid are with United Healthcare and not set to be terminated. Sarah
– 11:40 AM
The letter said I would be “disenrolled” in UHC Dual Complete as of March 31Read You
– 11:40 AM
I do not see that as all and they normally post that 30 days in advance. Sarah
– 11:41 AM
The letter is dated Feb. 20
the disenrollment according to the letter is because my medicaid was/is with another carrier, only you see it as with United Healthcare… it’s very confusing that this is happening.Read You
– 11:43 AM
I have pulled the letter but your Medicaid is with United Healthcare so I am not sure why that was sent out. Sarah
– 11:45 AM
sigh… I don’t know what to thinkRead You
– 11:46 AM
You can check with NM Medicaid directly but I see both accounts and they are not set to be terminated Sarah
– 11:46 AM
can you check and see if the 1-866-393-0208 number is working? I called them repeatedly yesterday and was transferred to them when I spoke with someone at 1-866-393-0208 and was told varying things, like I don’t have medicaid with them and there’s no record of me having it with themRead You
– 11:48 AM
This is the number for you to call 877-236-0826. The other number is also UHC for your plan. I am not sure why it is not connecting you Sarah
– 11:52 AM
Okay. It seems like I should be able to relax because you’ve checked everything, but I still feel scared. I don’t know what to doRead You
– 11:55 AM
I do understand but I do not see any notices on your accounts- Medicare or Medicaid that you are being canceled at all. Sarah
– 11:56 AM
so even though I got the letter that says what it says, I’m not being disenrolled?
you said you even found a copy of the letter…Read You
– 11:57 AM
No, you are not being disenrolled
Yes, I see the letter but it is incorrect Sarah
– 11:58 AM
Ah, that sounds LOVELY. I think I’d have a headache from this, only my head is spinning so much I would bet the headache isn’t able to land…
Is there anything I should do?Read You
No, you do not have to do anything. You would see a pending disenrollment posted on your account when you log in. If you don’t see that, you do not have to worry at all. Sarah
– 12:00 PM
Oh, yikes… goose bumps… I’m so scared. But, I trust you so I think it will be okay. I was thinking I was going to be much healthier with this plan because I won’t have to worry about my electric bill. Last year I go really sick from 3 disconnect threats. Sigh. I was ready to live in the dark, steeping coffee in cold water.
Okay, so you’ve been great, Sarah. I am so grateful to you!Delivered
You’re welcome. I have appreciated our time together today. After our chat ends, you will be presented with an option to complete a survey about your experience with me today. I look forward to your feedback, as I want to be sure that you are satisfied with your experience. Have I resolved all of your questions and concerns?
– 12:05 PM
Sarah
– 12:05 PM
Yes, I’m still scared but that’s because my body hasn’t caught up with what I’ve learned from you. 🙂Read
On March 26, 2025, I received a UnitedHealthcare letter saying, “We have some information to share with you about UHC Dual Complete NM-Y1.
Your plan is designed for people who get help from Medicaid. However, we are unable to confirm that you qualify for the correct Medicaid eligibility requirement. If you no longer qualify, the plan won’t be able to cover your care. Your coverage will end September 30, 2025, but you can join another Medicare plan that may fit your current needs…
What if I think this information is wrong…” Copy enclosed.
On April 9, 2025, I received a UnitedHealthcare letter saying, “We want to let you know that your Medicaid eligibility has changed. Because of this, you’ll have a new group number.” Copy Enclosed.
Today, April 22, 2025, when I explained to Josephine, who called me on number 505-470-1926, she said I had been scammed like her father, and even though I have what look like letters from United Healthcare, they aren’t really. I replied that I’d gotten the money, so the letters are real. She remained convinced I did not have a real plan to begin with.
I don’t know what part of the NM system Josephine called from. Maybe NM Health Care Authority, HCA Office of the Secretary, Main phone number: (505) 827-7750 which I called yesterday, when I spoke with a nice woman who said she’d have someone call me. I think her name was Carmen.
Josephine, if that’s her name (I called and left a message saying if it isn’t, to let me know so I can correct it in this letter) believed I should call United Healthcare, and sounded upset when I said I was going to write.
She said that the HCA woman I talked to on April 9 had not called anyone about my Medicaid and had nothing to do with the cancellation of my plan. She said she can’t get into my case, and the woman couldn’t have done it.
I said she’d have to say that, and added it could be a coincidence that I called HCA on April 9, asking for a copy of my Medicaid Award Letter, and was told by Alliza Taranga that she was denying my request for cash assistance because I get social security, and that she was sending me a copy of the award letter.
Talking with Ms. Taranga, I was upset that when I called to apply for cash assistance I wasn’t told that it’s only for people who don’t get social security. I said that should be made clear, right up front.
I told Josphine today that in all the NM material online, cash assistance is listed with SNAP and LiHeap, with no mention of the fact it is only available to people who are not on social security. I think a fact like that should be made clear, right up front, to save time for everyone.
I hope Josephine sees this letter, as it shows I have spoken with United Healthcare, and yet the problem has persisted. She kept mentioning that she wanted me to call them, and saying that I was refusing as if I were being uncooperative.
It is very difficult having a brain injury, because it impairs how I talk, with the result that people don’t take what I say seriously because I don’t sound “normal”.
While it may be a coincidence that HCA’s Ms. Taranga said on April 9, 2025, that she would send the Medicaid award letter, but did not, sending instead an Income Support “Client Request for Proof of Benefits,” and that United Healthcare wrote on April 9, 2025, “We want to let you know that your Medicaid eligibility has changed. Because of this, you’ll have a new group number.”
To me, “Medicaid eligibility has changed” reflects action taken by Ms.Taranga, in her zeal to deny Cash Assistance for me, when quite honestly, I would not have applied if NM made it clear in their mentions of “cash assistance” that it is not available to people on social security…
It just seems fishy, in the same way the UHC things seem fishy in there being letters which threaten my plan, at the same time they promise a commission to the UHC sales people if I get a new plan, and my existing plan looked fine to UHC customer service… Sarah. See copy of chat.
On November 7, 2024, I received a UnitedHealthcare letter thanking me for choosing UHC Dual Complete NM-Y1 (PPO D-SNP). Copy Enclosed.
On February 20. 2025, I received a UnitedHealthcare letter saying, “We have some important information about your UHC Dual Complete NM-Y1 (PPO D-SNP) coverage…” Copy Enclosed.
On March 26, 2025, I received a UnitedHealthcare letter saying, “We have some information to share with you about UHC Dual Complete NM-Y1.
Your plan is designed for people who get help from Medicaid. However, we are unable to confirm that you qualify… This letter gives me until September 30, 2025, to provide my Medicaid award letter. Copy Enclosed.
As soon as I got the letter I called NM Health Care Authority for a copy of the award letter, that’s when I spoke with Allyza Tarango.
On April 9, 2025, I received a UnitedHealthcare letter saying, “We want to let you know that your Medicaid eligibility has changed. Because of this, you’ll have a new group number.” Copy Enclosed.
Received April 19, 2025 from Income Support and Allyza Tarango, with a mention of Medicaid…
The actual letter has full copies of the mailings I was sent. But for the internet I cropped out the sensitive information.