ComplaintsforRegal Medical Group

• Initial Complaint

  11/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband was insured with Regal Medical Group from March 2022-October 31, 2022. He completed a required CT scan at Rad Net ******* Radiology Medical Group on 9/1/22. We received a bill from ******* Radiology Medical Group on 11/7/2023 for a total of $612. I spoke to ******* Radiology Medical Group and they noted that Regal Medical Group has denied paying this claim. Regal Medical Group stated they will not pay because there are not responsible for this charge. However, my husband was insured with them during that duration.

  Business response

  11/27/2023

  We have made various unsuccessful attempts to contact the member by phone and email.  Please reach out to us directly either by phone at ************ or email at ********************************** in order to get assistance in resolving this matter, thank you

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My medical office has unpaid medical claims from Regal Medical Group. We have been calling Regal Medical Group, claim department ************ for follow up of these claims over months. This business never responds in-person and asks to leave a message for any inquiry. However, the department never follow up or respond to the message; no return call. Basically they ignore and make the claim period to be expired.

  Business response

  05/12/2023

  The customer's claim was expedited and our claims department contacted the customer directly.  After a thorough review and discussion both parties came to a mutual resolution regarding the billing complaint that was acknowledged and accepted by the customer as a satisfactory resolution.  

  This matter has been resolved with not further action required at the moment; the customer also has direct contact to the claims department for this or future inquiries.

  Thank you

• Initial Complaint

  03/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was notified of a cyber attack against regal medical group where my SS# and PHI was stolen. I do not recall doing any business with regal medical group so i do not understand why they would have my information on their network. They also state they had malware on their servers. As an IT worker for the last 20+ years, I understand malware on corporate servers is the result of poor Information Security. This company should not have had my data there in the first place. As a resolution, the company offered me 1 free year of Norton Life Lock. Norton Life Lock is a worthless program, that does not protect against identity theft. This proposed solution is woefully insufficient.

  Business response

  03/24/2023

  Regal Medical Group,Inc. and its affiliated medical practices experienced a cybersecurity incident that potentially impacted personal information of our patients, providers, employees and other individuals who have done business with Regal.  Regal provided notification letters to all individuals whose personal information was potentially impacted.  If you received a letter, it was due to the fact that your personal information was stored on our servers and may have been impacted by the incident.  The letter you received was meant to inform you of the incident involving your personal information.  Regals call center, which can be reached at **************, can answer questions regarding this incident and how potentially impacted individuals may enroll in credit monitoring services.

  Customer response

  03/30/2023

   
  Complaint: 19540678
  
  I am rejecting this response because:  I do not recall doing business with Regal so I do not understand why my information was stored on their servers.  Additionally, I feel credit monitoring is an insufficient remedy.
  
  Sincerely,
  
  *********************

  Business response

  04/18/2023

  ***************:
  
  Regal Medical Group, **** (Regal) cannot provide details regarding your personal information without verification of your identity. If you would like to further inquire as to such information, please contact Regal using the email addresses or phone numbers below.
  
  *************************
  Senior Vice President of Compliance
  **********************************
  *************
  
  *********************************
  Director of Compliance
  ***************************************
  **************************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the medical group between my doctor and my insurance. They authorized several specialists for me to see. One of the authorizations was with a doctor that did not perform what I needed done. My doctor resubmitted the authorization for the same facility with a different doctor's name and they denied it. Not because that doctor is not covered but because now they're saying I have secondary insurance. I do not. They have continued to authorize other treatment yet this is the most important treatment that I need. I have called Them 3 days in a row and was promised a call back each day and have not heard from them. I. I called my insurance Carrier and they say that the file was updated and it shows that I do not have secondary insurance. My doctor's office States the portal does not show any secondary insurance. They have continued to authorize other treatments but are still holding this one up. They told me to call the coordination of benefits office I did so. the coordination of benefits office States that regal must call them directly Regal is Refusing to do so because they state it is up to me. I have already contacted the COB office. there is nothing else that I can do to move this forward. I am having an extremely difficult and painful problem held up because nobody wants to admit they made a mistake or fix the mistake that somebody made. They have refused to do anything about this problem other than say they'll have it looked at. Not one person has ever called me back even though 3 people have told me that they would give me a call back within 24 hours. This company should be out of business. Look at their rating. And with my insurance I don't get to choose my medical group.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/05/16) */ The authorization was expedited and the member was contacted directly with the authorization number. The member seemed satisfied with the resolution. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called and gave me an authorization code. Because it took them so long, that office no longer had any openings for 2 months. My Dr gave me a list to try and find another specialist. I found one that could see me in a couple of days but now cannot get a new authorization. As of Friday afternoon Regal was still holding up the process. It is a Dr on their list, the authorization should have been immediate. Business Response /* (4000, 9, 2022/06/08) */ This is the second complaint from the member regarding the same issue. The member was contacted directly multiple times and an authorization was expedited but member stated they had travel plans and an authorization would have to be resubmitted once the member is back from traveling. Internally we will try to expedite the authorization once the member returns and has it resubmitted.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company botched my care, intentionally ignored all my attempts of direct communications, my urgent concerns were left behind and never addressed. My doctors submitted authorizations for necessary treatments and procedures, Regal/Lakeside took adverse actions and injustly denied authroizations. Recently I was hospitalized after procedure, suffered post surgery complications, just because my Doctor's authorization was blatantly denied for a safe procedure. Lakeside/Regal approval gave my Doctor limited options, which led to elevated complications, pplacing my life on a crossroad of death and life. I stayed miraculously alive only through the hospital doctors efforts. Lakeside/Regal targeted me as a subject of retaliation due to my formal complaints with the State Meidcal Board and Independent Medical Review agency. Executives avoid communications with me, I was rotated in a rollercoaster ride of complaining and being flagged for retaliation.

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/24) */ Please know that we take these matters very seriously, and we sincerely regret any frustration this individual may have experienced. We always strive to provide the highest quality care and service to the valued members of our medical group. We review all requests carefully and follow evidence-based guidelines to make our decisions. The health and well-being of every member are essential to us. Our dedicated Customer Service Department can help resolve all member issues by calling ************, Monday through Friday between 8 am - 5 pm.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩