By Woodrow Wilcox
The insurance agency where I work concentrates on helping senior citizens with insurance needs. But, a few years ago, our firm opened a HEALTH CARE INSURANCE SERVICES division to help people under age 65.
Recently, the daughter of a client had minor surgery on a foot. The insurance was a great policy and should have paid for everything. But, the parents got a bill for $679. The family is from Valparaiso, Indiana.
By the time that I got a copy of the bill and an explanation of what had happened from the parents, the matter was already given to a collection agency.
I went to work making phone calls to learn exactly what caused the problem. That’s how I usually work. I investigate to learn what the problem is and what caused it. Then, I decide on a path to get the problem solved.
In this case, I learned that the office of the anesthesiologist had coded some medical services incorrectly. The insurance company could not pay a claim that was coded incorrectly. So, the bill did not get paid.
I contacted the billing office of the doctor and explained the problem. It was a simple mistake of some code numbers being entered in the wrong order – similar to transposed numbers in a phone dial leading to a wrong number.
The doctor’s office promised to fix the problem and resubmit the claim to the insurance company. Also, the doctor’s office promised to recall the bill from the collection agency since the problem originated with the doctor’s office.
My work saved the family $679. Also, my work saved the family a “ding” on their credit report. My service to this client family was FREE OF CHARGE. The owners of this insurance agency want their clients to get good service. Does your insurance agent or agency give you this high level of service? If not, why not?
© Woodrow Wilcox 2013