Insurance keeps disappearing from my file

Claims/Providers Forum
1

I am genuinely so confused. I was seen in the ER last month where I provided my primary and secondary insurance. Then a few days later I got a call about my “self-pay” bill. I told them I provided my insurance at the hospital and they said there was no insurance on file for me, so I provided it again over the phone. Then a few days later I got a call saying “Your bill is ready, but we can’t locate your insurance.” So I called up and provided both my primary and secondary insurance again. Then I finally got a bill online, but noticed that only my primary insurance was billed and it said “none on file” for secondary insurance so I called again and they said there was no record of me ever providing secondary insurance. So I gave it to them AGAIN. Now I got another bill in the mail today STILL saying “none on file” for secondary insurance. It’s a Sunday so I can’t call and do anything about it.

Does anyone have any idea why my insurance keeps disappearing from my file? I asked the representative and he said this should not be happening as usually once insurance is added it stays on file. I am just so incredibly frustrated because my secondary insurance is Medicaid and because this was an ER visit it is supposed to get paid in full but they keep “losing”/won’t bill my Medicaid. It’s almost as though they’re trying to make more money off of me.

3 Likes
2

Stop calling.

Contact hospital billing and ask for the name and contact info of a specific person.

Write them a letter with the details they need.

If sending by email, ask for confirmation that they received it, and follow up if you don’t get a response.

2 Likes
3

I will try this tomorrow once it’s a business day again. What would you recommend I do if I can’t get someone’s information just in case? (I couldn’t find any staff listed online)

2 Likes
4

Good advice. Do everything in writing. You most likely signed a financial agreement when you were seen. Having your conversations and communication documented is your best defense against being billed improperly.

1 Like
5

Hospitals usually have a Financial Services Department. If I were you, I’d take a copy of my health insurance ID cards and schedule a meeting with the Financial Services Department.

6

I’ve been talking to the financial office already. When I asked about meeting in person, they said it wasn’t an option. Should I keep pushing for it, or just go to the hospital and ask to speak with a financial person directly?