@IamMrsG wrote:
CARMIE wrote: Insurance companies are not allowed to process claims in any other way than what was presented to them from the provider.
They need a corrected bill. It is no longer possible for the insurance company to call the provider and get the information verbally. They need a hard copy bill or a corrected bill submitted electronically.
I worked in Customer Service for an insurance co for over 25 years and things have changed due to HIPAA laws.
I am sure your packet of info was sent to CS where someone called the provider and insisted that they send a corrected bill. There are CS reps who only handle "Presidential inquiries"
I would also bet that no positions were lost over this. The error was made by your provider ...the store clerk, not your insurance company.
Regardless of the source of the problem, the error was unnecessarily
prolonged by extremely poor customer service from the insurance company. Whether positions were actually lost is of no interest to me, I merely relayed what I was told after the fact.
I have enough business acumen to have had no expectation of my packet of notes actually landing on the President's desk. Furthermore, as long as the issue was properly addressed, I would not have cared if it had been re-directed to the company's janitorial department.
The point of my post was that in the interest of contractual obligation between us, expediency of good business practices, good will and customer service, it took entirely too much frustration, effort and time to resolve what should have been a simple and obvious issue.
I don't understand why you think your insurance company provided poor customer service. By law they could not fix or change the date on your bill. The only way they could process the claim with the correct date was to have a corrected bill.
It really was not their responsibility to contact the provider just because you said the wrong date was on the bill. The responsibility was YOURS.
As a kindness, I have many times over the years called a provider on behalf on the subscriber who called in to me. I have found that sometimes the provider would not "correct" the bill and insisted they billed correctly or refused outright to send a corrected bill or advised they would send or fax me a corrected, but never did.
i often took over 100 calls a day and there was no time to follow up to get a corrected bill If the provider wasn't cooperative or down right disagreed with what the caller told me.
And sometimes, the provider was very cooperative and sent a corrected bill.
You have a right to be upset, and I feel your pain. This type of thing has happened to me and my family members. When it happens, I personally call the provider and ask them to correct the bill or send a corrected claim. They made the error and it's their responsibility to correct it.
It would have been be simple and more prudent for you to just call or go back to the clerk for a corrected bill.
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