I have an intense dislike for people who give poor customer service. I have an even greater dislike when I start getting the feeling that I'm dealing with people who would rather put all their energies into harassing me the client then in doing their job.
So now I need to vent!
When I was ill with my MRSA wound I required medical equipment in order to heal more quickly, my insurance authorized the use of this equipment with a participating provider for a period of three months at a cost of zero dollars to me-or so I thought. When my doctor determined the course of treatment was complete (after five weeks) I returned the device.
That is when the first call came. The company who provided the equipment wanted to confirm my insurance ID # because the insurance denied the claim. Well I had an authorization in my hand so I asked the girl are you sure you're filing with the right insurance company, because I’ve had the same number for over thirty years?
I had a suspicion they weren’t doing it correctly since I live in Virginia, the company who provided the service was is in Texas and my insurance is from New York so I wanted to confirm. I even asked twice and was dismissed, they assured me they were the experts “they do this all day long they know how to file insurance claims”.
Then a few weeks passed and a gentleman called saying that my insurance company wasn't recognizing my insurance ID # and the claim was denied. Could I confirm the number again, so I gave it to him. I asked again whether the claim was being sent to the right insurance company; again I was dismissed because they know what they’re doing!
Then again it happened with another person calling......
Then again it happened with another person calling.....
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The other day I received a voice mail from Ramona, the insurance collection specialist; she asked if I would please call her back. I did; every freekin day for three days and she NEVER returned my phone call. Needless to say now I'm really pissed.
But not as pissed as I was when the letter from her came on the fourth day, saying” they would encourage me to get involved in the processing of this claim”. Charges due $4,577.00 for the medical equipment; claims to date have been denied.
The denials were NOT from MY INSURANCE COMPANY! * insert screams and foul language of your choice here*
So I'm left pondering these things.
What if I was an elderly person or otherwise a vulnerable person, not familiar with my benefits? Is it possible that the letter I received could have been construed as a bill? I think it’s possible. I’m wondering how many people would have just sent the money in thinking it was due!
This company employs a staff of people to file insurance claims and secure payment. In today's economy there are tons of people who would love to have a job and would actually work- do the job they’re paid to do. What burns my ass is that not one person including the insurance collection specialist called the insurance company listed on the authorization form; does that make sense to you?
I called my insurance company and they didn't have a record of one single claim or call from them requesting payment or asking for assistance on how to properly file a claim. They are participating providers (duh!) and the authorization form has the name of the insurance company written on the letterhead. And the $4, 577.00, never gonna happen, they are contractually obligated to take a reduced amount.
I arranged for my insurance company to call Ramona, they left her a voice mail too, I’m not holding my breath if she'll call them back.
