Several attorneys interviewed by NBC News examined loan agreements purportedly established as bonding contracts involving Mazzola and other doctors. They noted that Mazzola faced loan repayments due to a cyber incident—triggered by Change Healthcare’s insufficient security—which skewed the terms heavily in favor of the lender. Consequently, the aggressive push by UnitedHealth Group for loan repayments could leave doctors in a precarious legal position.
Daniel Schwartz, a law professor at the University of Minnesota, commented in an email that the key issue at hand concerning UnitedHealth Group’s reimbursement practices was whether the company “overstepped” by demanding repayment before evaluating the damages incurred.
In the midst of tensions with the medical community, UnitedHealth Group reported $9 billion in profits for the first quarter of 2025, reflecting a 15% increase from the previous year. The company generated $110 billion in revenue over those three months.
Even after Change Healthcare resumed processing claims, doctors told NBC News that many claims remained unpaid. This was largely due to confusion, which prevented them from filing within the insurance company’s deadlines. One doctor noted that expenses increased after the breach, as they had to hire staff specifically to track down refunds.
Mazzola estimated that her practice lost around $1 million due to the hack and sought a refund from Optum for costs incurred as a result. However, the terms Optum offered would have prohibited her from pursuing any legal action related to the hack, leading her to reject the offer.
“Optum, handling these loans, assumed they would provide sufficient time for doctors to repay, especially since this financial crisis has nearly driven us to bankruptcy,” Mazzola stated. “You’re practically talking about having $0 in your account just to meet payroll for 70 employees.”
Delay in patient care Mazzola indicated that the fallout from the hack extended beyond her practice. If providers lack reimbursement income, patients are inevitably affected.
“This has caused numerous delays in patient care,” stated Dr. Pruviparic, an allergy and immunology specialist in New York City, who oversees practices in multiple locations across New York and New Jersey.
The Paric group borrowed $400,000 from Optum as a measure to navigate the aftermath of the hack. Documentation shows they had repaid nearly all of it by the end of 2024, leaving a remaining balance of $102,000.
According to an email, on January 7th, Optum threatened to withhold a refund if the outstanding amount wasn’t paid within a few days.
Dr. Parif expressed frustration, stating, “It’s nearly impossible for most private practices to come up with that kind of money in five business days. They didn’t allow us the time to recover; it felt like they just expected immediate payment.”
While the practice was trying to meet Optum’s expectations, she estimated the total loss from the hack at around $2 million.
In a response, Change Healthcare asserted that it began reining in funding as “services were restored over a year after the incident.” The company added they were contacting individuals who had not responded to prior requests for details.
The primary concern for doctors like Parik and Mazzola stems from the vast influence UnitedHealth Group holds in the U.S. healthcare system. By acquiring various healthcare entities—including physician practices, pharmacy benefit management, technology, claims processing, and financial services—UnitedHealth Group consolidates its power, often at the expense of smaller players like doctors and patients.
