UnitedHealth Group C.E.O.: The Health Care System Is Flawed. Let’s Fix It.

In the wake of the tragic killing of UnitedHealthcare CEO Brian Thompson, UnitedHealth Group CEO Andrew Witty published an op-ed in The New York Times acknowledging what millions of Americans already know: the health care system is flawed.

“The health system is complex, and we share responsibility for making it better,” Witty wrote. But his op-ed—intended as a moment of contrition and a call to action—has been met with skepticism from critics who note that UnitedHealth Group has spent millions lobbying against the very reforms that would address the flaws Witty now acknowledges.

This comprehensive analysis examines Witty’s op-ed, the criticisms of his proposal, and what real reform might look like.

What Witty Said: Acknowledging the Flaws

In his New York Times op-ed, Witty wrote that “the health system is complex, and we share responsibility for making it better.” He acknowledged that “no one would design a system like this” and called for a “rational conversation” about “what we need from our health care system and what we are willing to pay for it.”

Witty specifically addressed prior authorization requirements, writing: “Prior authorization requirements have grown too numerous, too inconsistent, and too opaque. We must work to make them more uniform and transparent.”

He also acknowledged the burden that administrative complexity places on patients and providers: “We have allowed a system to grow up that confuses patients, frustrates doctors, and creates friction that serves no one.”

Witty noted that UnitedHealthcare pays about 90% of medical claims when they are submitted, though the company has not provided details about how many claims that involves.

The Skeptical Response: Words vs. Actions

While Witty’s words were conciliatory, critics quickly pointed to the gap between his rhetoric and UnitedHealth Group’s actions.

According to OpenSecrets, UnitedHealth Group spent $10.7 million on lobbying in 2024, making it one of the biggest corporate spenders on influencing federal policy. The company has consistently opposed “Medicare for All” proposals and other single-payer reforms that would eliminate the role of private insurers.

A ProPublica investigation found that UnitedHealthcare used an automated system to deny post-acute care claims at rates significantly higher than its competitors, often overriding the recommendations of physicians. The investigation revealed that UnitedHealth’s own internal data showed that its automated system had a 90% error rate—yet the company continued to use it to deny care.

Critics also noted that UnitedHealthcare made $16 billion in profit before interest and taxes on $281 billion in revenue in 2024. According to KFF (Kaiser Family Foundation), UnitedHealthcare has the highest denial rate among major insurers, rejecting about 32% of in-network claims—more than double the industry average.

The Lost Trust: Can the Industry Be Trusted to Reform Itself?

Witty’s op-ed raises a fundamental question: can an industry that profits from the current system be trusted to reform it?

According to a NORC at the University of Chicago poll, about 7 in 10 Americans believe that insurance company profits and coverage denials bear at least “a moderate amount” of responsibility for Thompson’s death. The same poll found that only about 1 in 5 Americans have a “great deal” or “quite a bit” of confidence in health insurance companies.

According to Gallup, only 28% of Americans say the quality of healthcare in the U.S. is “excellent” or “good”—the lowest rating in more than two decades. Additionally, 72% of Americans rate the U.S. healthcare system as being in a state of crisis or having major problems.

Academy of Management scholar Tim Pollock said that people’s reactions to Thompson’s killing point to the “infamy”—a bad reputation associated with people’s negative emotional reactions—that the U.S. health insurance industry has with the general public.

“Almost anyone in the U.S. you talk to about health insurance has complaints,” Pollock said. “It happens to everybody in the U.S., and in some cases it can be pretty devastating, resulting in bankruptcy and losing all your assets when you have to absorb the costs when coverage is denied for a medical emergency or an expensive medical treatment.”

What Would Real Reform Look Like?

Witty’s op-ed offered few specifics. He called for a “rational conversation” but did not endorse any particular policy changes. Critics argue that real reform would require addressing the profit motive that drives claim denials.

According to Physicians for a National Health Program (PNHP), “There are no unsolvable problems” if Americans unite to demand a national health program that puts patients before profits. PNHP advocates for an improved Medicare for All system that would eliminate private insurers’ role in covering medically necessary care.

Dr. Carol Paris, a healthcare activist and vice president of PNHP, wrote: “In their anger, have some people overstepped the bounds of moral decency? Yes. That’s something people do when they are chronically anxious about going into medical debt, and always vulnerable to the whims of a health insurance industry that profits from denying them care.”

Other reform proposals include:

• Banning prior authorization for many types of care, or requiring insurers to use standardized, electronic prior authorization systems with fast turnaround times
• Requiring insurers to pay claims within 30 days or face penalties
• Establishing independent appeals boards to review denied claims
• Increasing price transparency to allow patients to compare costs across providers
• Capping administrative spending as a percentage of premiums (similar to the ACA’s Medical Loss Ratio rules, which require insurers to spend at least 80% of premiums on medical care)
• Allowing Medicare to negotiate drug prices for all payers

The PBM Problem: A Hidden Driver of Costs

One area where Witty could take meaningful action is pharmacy benefit management. UnitedHealth Group owns OptumRx, one of the largest PBMs in the country.

According to Federal Trade Commission (FTC) investigations, PBMs engage in practices that drive up drug prices, including “spread pricing” (charging health plans more than they reimburse pharmacies) and “clawbacks” (taking rebates from drug manufacturers that are not passed through to patients or plans).

The FTC recently issued an interim report critical of the PBM industry’s impact on drug prices, particularly for specialty drugs and cancer treatments. The report found that the six largest PBMs—including OptumRx—manage nearly 95% of all prescription drug claims in the United States.

If UnitedHealth Group truly wants to fix the healthcare system, critics argue, it could start by reforming OptumRx’s practices.

What Employers Can Learn

For employers who sponsor health plans, the public anger exposed by this case and Witty’s op-ed offer important lessons. Employees are frustrated with rising costs, confusing benefits, and denied claims. Employers who ignore these frustrations do so at their own risk.

Conduct a benefits audit to understand where your healthcare dollars are going. Add navigation and advocacy services to help employees challenge unfair claim denials. Review PBM contracts to ensure transparency and full rebate pass-through. Consider self-funding to access claims data that reveals waste.

According to Mercer, employer health benefit costs are projected to rise another 6.7% in 2026, the highest increase in 15 years. Employers who take proactive steps to improve their health plans will be better positioned to retain employees and control costs.

For a quick assessment of your benefits strategy, take this free 5-question mental health check.

Conclusion: Words Are Not Enough

Andrew Witty’s acknowledgment that the healthcare system is flawed is a necessary first step. But it is only a first step. The gap between his words and his company’s actions remains vast.

If UnitedHealth Group truly wants to fix the system, it could:

• End the use of automated claim denial systems with high error rates
• Publicly disclose its prior authorization denial rates and appeal reversal rates
• Support federal legislation to ban or limit prior authorization
• Stop lobbying against Medicare for All and other single-payer proposals
• Reform OptumRx’s PBM practices to pass through all rebates to plans and patients

Until then, Witty’s op-ed will be seen by many as public relations, not reform. As one critic wrote: “The health care system is flawed. And UnitedHealth Group has spent billions of dollars making sure it stays that way.”

Please note: This blog is for informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your mental health provider with any questions you may have regarding a medical condition.

Key Takeaways

• UnitedHealth Group CEO Andrew Witty acknowledged the healthcare system is flawed in a New York Times op-ed following the killing of UnitedHealthcare CEO Brian Thompson
• Witty called for a “rational conversation” about healthcare reform and acknowledged that prior authorization requirements have grown “too numerous, too inconsistent, and too opaque”
• UnitedHealth Group spent $10.7 million on lobbying in 2024 and has consistently opposed Medicare for All and other single-payer reforms
• ProPublica found UnitedHealthcare used an automated system to deny post-acute care claims with a 90% error rate
• UnitedHealthcare made $16 billion in profit in 2024 on $281 billion in revenue
• Only 28% of Americans rate the quality of U.S. healthcare as “excellent” or “good”—the lowest in two decades
• 80% of Americans are dissatisfied with the cost of healthcare—the highest level ever recorded by Gallup
• UnitedHealth Group owns OptumRx, one of the largest PBMs; the FTC has been investigating PBM practices that drive up drug prices
• Employers can take action now through benefits audits, navigation services, PBM contract review, and self-funding
• Crisis support: Call or text 988 (Suicide and Crisis Lifeline)
• Resources: KFF, ProPublica, PNHP, FTC

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This comprehensive guide was published on May 21, 2026. Sources include The New York Times, OpenSecrets, ProPublica, KFF, NORC at the University of Chicago, Gallup, PNHP, FTC, and Mercer.