UnitedHealthcare signal is displayed at its workplace constructing in Minnetonka, Minnesota, U.S., Dec. 11, 2025.
Tim Evans | Reuters
UnitedHealth Group on Friday launched the primary outcomes from a sprawling impartial audit of its enterprise practices and dedicated to a variety of steps to trace and implement enhancements in three particular areas.
The health-care large mentioned it has adopted 23 ongoing “motion plans” to place in place and monitor really helpful enhancements, with oversight by its inner audit and advisory companies workforce. Round 65% of these actions will likely be full by the tip of 2025, whereas 100% of these plans will likely be completed by the tip of March subsequent yr.
The outcomes come as non-public insurers attempt to rebuild belief with the American public after fierce, pent-up backlash over their practices and the broader U.S. health-care system. Critics say insurer enterprise ways have made it more durable for some sufferers to entry and pay for care. The corporate owns UnitedHealthcare, the nation’s largest and strongest insurer.
Whereas the announcement on Friday is a step towards enhancing the enterprise, it is unclear how a lot it should change the general public’s view on the corporate and the broader business.
UnitedHealth in July introduced that two impartial consultancies had launched a third-party evaluate of its enterprise insurance policies and efficiency metrics. That very same day, UnitedHealth additionally confirmed that it’s going through Division of Justice investigations over its Medicare billing practices.
The impartial audit marked one in all Steve Hemsley’s earliest steps as CEO after he took the reins in Might, following the abrupt departure of Andrew Witty.
“We hope that you just see these assessments as a dedication to setting a brand new commonplace of transparency for the well being care market, as we consider that you just and each one that engages with our well being system deserves to know how we go about our work,” Hemsley mentioned in a letter on Friday.
“We all know that our actions and choices have important impacts on sufferers, care suppliers and the broader well being system, and we’re decided to carry ourselves to the best commonplace,” he added.
FTI Consulting reviewed UnitedHealthcare’s approaches to danger evaluation operations inside its Medicare Benefit applications, which refers to how the corporate charges the well being standing of members in these privately run plans. The agency additionally examined the corporate’s care companies administration insurance policies, procedures and processes.
Consulting agency The Evaluation Group additionally assessed the insurance policies and processes of Optum Rx – the corporate’s pharmacy profit supervisor, or PBM – for making certain prescription reductions from drug producers are “precisely collected and distributed to purchasers.” PBMs are middlemen who negotiate rebates with drug producers on behalf of insurers, create lists of medicines lined by insurance coverage and reimburse pharmacies for prescriptions.
Hemsley mentioned the companies decided that the corporate’s insurance policies and practices are “sturdy, rigorous and usually sound; and, in lots of respects, business main.” However he famous that in addition they offered suggestions for enhancements.
For instance, a evaluate by the Evaluation Group discovered that OptumRx has “carried out a complete and well-structured framework that governs all phases of producer low cost administration.”
The evaluation recognized at the least 25 distinct “controls” in place that collectively decrease the danger of miscalculating or delaying the distribution of reductions owed to purchasers and gathering incomplete reductions owned from drugmakers, mentioned Aaron Yeater, managing principal on the Boston workplace of Evaluation Group, in a doc on Friday.
The evaluate discovered “no deficiencies or want for corrective measures” however really helpful methods to boost Optum Rx’s practices. That features strengthening Optum Rx’s escalation processes for resolving non-payment and dispute instances by means of communication with producers. Amongst UnitedHealth’s motion plans is to develop a proper coverage that helps procedures for addressing these instances.
Yeater famous that he examined the enterprise processes and never the authorized and regulatory points the corporate is going through with its PBM.
In the meantime, FTI Consulting discovered that UnitedHealth scored higher than its friends by a number of measures when it got here to Medicaid and Medicare. However the agency pointed to sluggish decision-making on authorizations, documentation points and the necessity to higher deal with the findings raised in regulatory audits.
Past these first outcomes, UnitedHealth mentioned it should share the findings from a evaluate of medical information of analysis codes throughout the first quarter. The corporate may also report on its processes to craft what it calls “evidence-based medical coverage” by the center of the yr.
Shares of UnitedHealth Group are down greater than 35% for the yr after it suspended its 2025 forecast amid skyrocketing medical prices, introduced the shock exit of Witty and grappled with the probes into its Medicare Benefit enterprise. It adopted a tough 2014 marked by a historic cyberattack and public blowback after the homicide of UnitedHealthcare’s CEO, Brian Thompson.
