ComplaintsforGregory R. Loomis, DDS, A Professional Corporation

• Initial Complaint

  05/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife requested that the staff (*******) submit our pre-authorization a month and a half ago through her insurance provider, Cigna, as I no longer have coverage through my former company and am now included in her family plan. However, ******* only submitted the pre-authorization for my wife's insurance, which took a month and a half to receive. This is contrary to *****'s public statement on their website (which we verified by phone) that pre-authorization completion takes only **** days. Despite my wife's repeated reminders that I am now covered under her *************** policy and that it is my primary insurance since, she had to request multiple times with much resistance that ******* submit the pre-authorization for me before ******* agreed to do so.When ******* finally agreed to submit my pre-authorization, we were informed that the x-ray request was omitted from the previous authorization. We have been scheduling our dental appointments together for many years, including last year's appointments at ********************************* so our x-rays are usually due around the same time. Now, we have to reschedule due to *******'s oversight and mistakes.We were happy to finally find a dentist who does exceptional work like Dr. ********************* However, the pain of getting our pre-authorization for our insurance from ******* has been a less-than-ideal process and caused a lot of stress during a very difficult time for us. The request here is to have someone else handle our pre-authorization for us as ******* has made many mistakes and shows no empathy for our situation.

  Business response

  05/31/2023

  Hello,

  I have attached the correspondence between the office and both **** and ********************. As stated in the email, it took ** longer to receive the pre authorizations because we are out of network. Normally, it does take **** days if we are in network but we are not.. ********* told ** that ********* was let go from his job and now under Cigna. When we first submitted. ********* was not due for x rays which is why we only submitted for prophy and exam. Patient decided to rescheduled and was now due for x rays. That is when we sent in the pre authorization for him through Cigna. Now with the x rays included.
  
  I have highlighted dates to show when everything was sent. We never once resisted and there was always communication.

  On May, 19, 2023, we finally received his pre authorization through Cigna and sent it to him via email... patient never responded to ** to acknowledge the email.
  
  
  Thank you,
  *******

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