Member rights & responsibilities

You have the right to:

  • Be treated with respect and dignity by UnitedHealthcare personnel, network doctors and other health care professionals.
  • Privacy and confidentiality for treatments, tests and procedures you receive. See Notice of Privacy Practices in your benefit plan documents for a description of how UnitedHealthcare protects your personal health information.
  • Voice concerns about the service and care you receive.
  • Register complaints and appeals concerning your health plan and the care provided to you.
  • Get timely responses to your concerns.
  • Candidly discuss with your doctor the appropriate and medically necessary treatment options for your conditions, regardless of cost or benefit coverage.
  • Access doctors, health care professionals and other health care facilities.
  • Participate in decisions about your care with your doctor and other health care professionals
  • Get and make recommendations regarding the organization’s rights and responsibilities policies.
  • Get information about UnitedHealthcare, our services, network doctors and health care professionals.
  • Be informed about, and refuse to participate in, any experimental treatment.
  • Have coverage decisions and claims processed according to regulatory standards, when applicable.
  • Choose an Advance Directive to designate the kind of care you wish to receive should you become unable to express your wishes. 

You have the responsibility to:

  • Know and confirm your benefits before receiving treatment.
  • Contact an appropriate health care professional when you have a medical need or concern.
  • Show your ID card before receiving health care services.
  • Pay any necessary copayment at the time you receive treatment.
  • Use emergency room services only for injuries and illnesses that, in the judgment of a reasonable person, require immediate treatment to avoid jeopardy to life or health.
  • Keep scheduled appointments.
  • Provide information needed for your care.
  • Follow the agreed-upon instructions and guidelines of doctors and health care professionals.
  • Participate in understanding your health problems and developing mutually agreed-upon treatment goals.
  • Notify your employer or state exchange of any changes in your address or family status.
  • Sign in to your member website (such as or or call us when you have a question about your eligibility, benefits, claims and more.
  • Sign in to your member website (such as or or call us before receiving services to verify that your doctor or health care professional participates in the UnitedHealthcare network.