Law, Power, and Justice

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Under Thompson, UnitedHealthcare ramped up its use of tactics such as “prior authorization,” in which physicians must submit additional paperwork to justify their treatments and prescriptions, according to reports by congressional investigators and federal watchdogs. The company also increasingly relied on automated programs to immediately reject claims, lawmakers and watchdogs have said.

Industry analysts have said that denying claims has helped UnitedHealthcare and other insurers cut costs and boost profits. The tactics have been faulted by lawmakers, federal officials and advocacy groups who say the health insurance giant has wrongly denied care to customers.

UnitedHealthcare has defended its practices, saying that lawmakers’ scrutiny is misplaced and that it is working to prioritize patient care.

The Department of Health and Human Services’ Office of the Inspector General investigated UnitedHealthcare and other health insurers that operated managed-care organizations, or MCOs. The probe focused on insurers’ Medicaid denials in 2019 — during part of which, Thompson ran UnitedHealthcare’s Medicaid business — and concluded that the program had high rates of prior authorization denials.

Stop using prior authorization to kill people,” Jennifer Coffey, a woman from Manchester, New Hampshire, said to Witty.

In a subsequent interview, Coffey and fellow protesters shared their stories of having their care requests rejected by UnitedHealthcare.

“Regulators shouldn’t have to be looking over insurers’ shoulders every time a senior citizen falls or suffers a stroke,” Sen. Richard Blumenthal (D-Connecticut) said in a video accompanying a Senate report released in October that faulted UnitedHealthcare and other insurers for repeatedly turning down Medicare Advantage patients’ requests. Blumenthal oversaw the investigation.

When asked for comment, a spokesman for UnitedHealthcare pointed to a company statement. “While our hearts are broken, we have been touched by the huge outpouring of kindness and support in the hours since this horrific crime took place,” the statement said. “Our priorities are, first and foremost, supporting Brian’s family; ensuring the safety of our employees; and working with law enforcement to bring the perpetrator to justice.”