Fighting the good fight
The latest skirmish in the Insurance Wars… a conversation with a customer service rep.**
You said you paid that bill.
“We did but we changed our minds.”
“We paid it but we took our money back.”
I realize your reasons seem self-evident to you, but could you give me a clue?
“We sent you a letter in the beginning of the year which clearly states this procedure will now require pre-authorization. You did not get pre-authorization.”
But you paid at first…
“… a mistake we corrected.”
Finishing my thought… after the procedure was done LAST YEAR.
“Oh, well we must have thought the procedure was done this year.”
You mean two weeks from now?!?
“I don’t understand.”
It must be going around.
The date of service was November 28th, 2011. If you change the year to 2012 it hasn’t happened yet. In fact, why don’t you keep it the way it is, consider this claim as a request for pre-authorization, and pay my doctor next month?
“I’m afraid it doesn’t work that way.”
I’m afraid it doesn’t work at all.
“Your attitude isn’t helping.”
I’ve got a long list suggesting it won’t hurt.
I’m sorry. Will you please just pay the claim? I’m not above begging.
“We’ll need your doctor to resubmit the claim.”
“Sir? Are you there?”
Sorry, I was trying to think of something nice to say.
**While the information presented is accurate, I’ve embellished the dialog a little to burn off a little frustration after the fact.
Naturally I hope this works out for you, but the writer in me can’t help but marvel at the wonderfully constructed dialogue.
Thanks Steve. Our little insurance problems usually do work out – almost always in fact. I have to admit, posts like this one are my favorite to write. It’s fun to imagine being quick witted :-)
Not that it isn’t frustrating, but I feel lucky I can laugh about it 18 hours later.