UnitedHealth CEO Andrew Witty on Wednesday blasted out supposed “messages of support” from policyholders amid the ongoing social media blowback against the insurer’s alleged business practices.
The executive sent out a company memo, obtained by independent journalist Ken Klippenstein, that seemed to address employees in a warmer tone than a previous video message in which he rebuked the social media response to the Dec. 4 death of their exec Brian Thompson.
Witty urged the message recipients to “please look after yourselves, your teams and your loved ones” as “days have been dark.” However, he alleged that “phone calls, texts, comments and emails offering condolences, gratitude and encouragement” have been “pouring in” from customers, patients and members and alike.
Of those messages, Witty shared the greatest hits in six anonymous quotes that seemed to contradict all of the horror stories shared by policyholders.
“I am thankful to UHC and everyone there who works within a broken system to help as many people as they can” wrote one member who said they were diagnosed with breast cancer earlier this year. “I’m cancer free due to the incredible care that I received, and it was because I have UnitedHealthcare benefits.”
Another message addressed Thompson’s death: “Thank you so much and rest in heaven ... I don’t know why somebody did that ... but prayers going up and y’all just keep going ‘cause you guys got good customer service.”
They added, “I like your healthcare, so I’m not going to switch.”
Another message read, “My condolences on the death of UHC CEO. So very sad that this world is so hateful. I have always had a great experiences with UHC--thank you for the terrific service.”
“I wanted to let you know that I appreciate all of the diligent work [work] you did in helping me get a medication that I desperately need. And to give some positive feedback considering the climate and everything happening at United right now. I want to be a member that says there are good people at United. They really do care.”
The Daily Beast reached out to UnitedHealth to authenticate the contents of the alleged memo but did not receive a reply.
Backlash had been swift against Witty after a video was leaked last week of him railing against “vitriolic” commentary on social media following Thompson’s death. He also defended the insurer’s practices as justified in order to prevent “unnecessary” care.
“Our role is a critical role, and we make sure that care is safe, appropriate, and is delivered when people need it,” Witty said in the video, which was meant to be shared among company employees. “And we guard against the pressures that exist for unsafe care or for unnecessary care to be delivered in a way which makes the whole system too complex and ultimately unsustainable.”
Users on multiple platforms lashed out after the CEO’s comments were made public, with many sharing stories of how the company denied coverage for health care for them or their loved ones.
If you are a UnitedHealth member who sent one of the above condolences, please contact the Daily Beast at emell.adolphus@thedailybeast.com.