Do you remember the incident with the insurance company sending us a check? We had thought the case was closed — both the insurance company and provider had said the provider had been paid. Then we received another bill from the provider and a check from the insurance company. We weren’t about to cash the check, so after talking to the insurance company we signed it over to the provider so we would be out of the mess.
Or so we thought. Wednesday we received a letter from the insurance company saying they had overpaid, please send them a check for the overpayment. Needless to say, I’ve spent a few hours dealing with the insurance company trying to get it all resolved. I’ll spare you the details. I do have the names of two people who promise to follow through on it, and one of them is a supervisor.
—The Adventure Continues, July 12, 2014
The customer care representative did follow through, and she phoned me after she had contacted billing and had presumably settled the matter. I was impressed by her and appreciated her efforts.
Unfortunately those efforts didn’t quite work. Monday we received a second notice on the bill. I again phoned the Customer Care Unit and the woman agreed we didn’t owe anything, she would talk to billing.
This woman didn’t inspire confidence, so I went through my notes and found our photocopy of the check, showing both the front and back (where Andy signed it over to the provider). We photocopied it and sent it, along with a note explaining we didn’t owe any money, back to the billing department.
I have a feeling that might have been enough, but just to be sure I went on their website and filled out a form giving the details and asking them to please settle the matter. The site says someone will contact me in a day or two, and I do like the idea of a real person responding. Hopefully this time one of my methods might finally work.
What do you think the chances are? I actually think they’re pretty good. I think the insurance company does care about customer service so sooner or later the problem will be solved.
I do think we were wise not to cash the check and to photocopy it before we sent it off.
My list of essentials for dealing with large organizations are
(1) A speakerphone so I can do other things when I’m put on hold,
(2) A photocopy machine so we can easily document what we do, and
(3) Patience and a sense of humor.
What would be on your list?
September 11, 2014