ComplaintsforInsight Medical Genetics

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is not a complaint about the cost, even though I think these types of genetic testing services prey on vulnerable parents, because we *somewhat* knew the price of what we got into. This complaint is about how NONE of the phone numbers on the website work and NOBODY responds to messages either via the website or via email. I've been trying to get a bill reprocessed through insurance because Insight did not provide proper information to my insurance. It's been more than a month and I can't get in contact with one person to help me. Yet they have time to mock me with constantly mailing me bills that threaten late fees if not paid on time. Very unprofessional business. Please reach out to me ASAP.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I previously received genetic testing from Insight Medical Genetics in March 2022, and paid for those services at the time. I received notice that Insight Medical Genetics was closing in May of 2022, and soon after the company tried to bill my insurance $9800. I had not received any services in nearly two months. In July 2022, my credit card was charged $500 from Insight Medical Genetics without my authorization and despite the fact that you had closed two months previously.I would like a full explanation of these erroneous and misleading charges. When I originally spoke to the consultant at Insight Medical Genetics, they clearly identified the cost of the consultation and testing, of which I fully paid in March. There was no mention of an additional $500 charge, or that my insurance would be billed an egregious $9800. I am disputing the $500 charge through my credit card company.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I used Insight Medical Genetics in November 2021 to do some genetic testing for ONE ***** I spoke with a genetic counselor on 11/29/21, who walked me through the process and billing. Because I only received the service for one ***** the counselor assured me that the MAXIMUM I would pay out of pocket would be 125 dollars. She also explained that they would go through my insurance. I completed my testing that same week and never heard from Insight Medical Genetics again, leading me to rightfully believe that there was no follow up payment needed. I frequently checked my portal on their website and there was never information about any amount that I owed. On 06/25/22, I received a **** from Insight Medical Genetics for $400. I assumed this was a mistake because it was over 6 months after the service and a significantly higher amount than I was originally told. I proceeded to call and email Insight Medical Genetics. Through doing this, I found out that they have gone out of business. I tried several phone numbers several times and there is an automated message that the company is no longer in business. I attempted to email and had no response from that either. Finally, I sent an official letter to their address to formally dispute the **** and that letter was returned to me because the address does not exist anymore. I then received a second **** on 07/25/22 for $400. There is still no way to contact the company. To double check, I looked at my insurance portal, and on 12/29/21, Insight Medical Genetics billed my insurance $125. I called my insurance and they informed me that this was rejected because of incorrect filing. I would have also payed the $125, because that was in line with what the genetics counselor told me. That is obviously very different than the bills I recently received. This company is overcharging people even though they have gone out of business.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  This complaint is about Insight Medical's billing practices. When we went in for our genetic testing, we were not given the option to pay out of pocket. We were simply asked for our insurance card and our counselor told us that the testing would cost " a few hundred dollars." This was misleading, as we later found out that Insight Medical charges much MUCH higher rates when insurance is involved. Because we have a high deductible plan and our services were performed at the end of the calendar year, we knew we were not going to meet our deductible and would have liked the option to pay out of pocket. It turns out that this "bait and switch" approach is very common at Insight Medical. A quick ****** / yelp review search revealed that they have been misleading about their billing practices to obtain a higher rate (thousands as opposed to hundreds) when they submit the claim through insurance. And for high deductible plans, the patient suffers. We are happy to pay the "out of pocket" costs (as opposed to the "insurance rate" Insight Medical billed us) and the Company has responded that it is too late since the claim has already been submitted. I contacted my insurer who said that Insight Medical can withdraw the claim but I cannot withdraw the claim. Insight Medical refused to do so, as they receive the insurer rate for the services.We had several calls with the billing department and were really disappointed by ***** yelling at us about not talking to the billing department directly. Despite having conversations with the counselor during our appointment, the billing department (*****) seemed to imply that it was our responsibility to ask to talk to billing (and they never offered that we should talk to billing before services). A summary of our call and follow up email chain is attached.

  Business response

  03/07/2022

  Hello,

  We have had multiple live conversations and also via email. All patients are advised to research their deductible and co-insurance prior to coming in for their appointments. We apologize that you are unhappy with the outcome. 

   

  Best,

   

  Insight Medical Genetics 

  Customer response

  03/09/2022

   
  Complaint: 16843689
  
  I am rejecting this response because: (1) To be clear, we were not advised prior to the appointment to research deductible and co-insurance; (2) In fact, we asked explicitly about out-of-pocket costs and were quoted a "few hundred dollars" by the genetic counselor; and (3) we disagree that we were "unhappy with the outcome."  We are asking Insight Medical to take responsibility for the fact that we were misled by your entity as to the payment options (deductible or out-of-pocket costs) and now, having the full information, we are asking Insight Medical to apply the out-of-pocket rate as opposed to the insurance rate.  Our other complaints about our services are detailed in the attached email.  We're also disappointed that Insight Medical will not be considering the ****** reviews of their "bait and switch" approach as to insurance rates.  To be perfectly clear, given the intentional omission of information and potentially intentional miscommunication, we are not asking Insight Medical to reduce our out-of pocket costs; we are asking them to apply the out-of-pocket rate instead of the much higher insurance rate. 
  
  Sincerely,
  
  *************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After a visit to my OGBYN, she suggested I call Insight Medical Genetics to inquire about genetic testing for hereditary breast and ovarian cancer. In August 2021, I called and told the person on the phone what testing my doctor wanted me to have. I explained that I wanted them to see how much my insurance would pay before I committed. Then they told me they would like to explain some things and get my family's cancer history. I knew insurance companies wanted this information. At the end of the conversation, which did not last more than 15 minutes, they wanted me to send in a certain amount of money to cover the testing, and said I could possibly be reimbursed by my insurance company. I told them I was not comfortable with that and to get with my insurance company first. I never heard back, so I called, and they told me that my insurance would not pay. I told them I would not test at this time. Later, I received a **** in the mail for "Genetic Counseling". They charged $250 for me speaking to them on the phone. My insurance paid half. I was never told that I was getting counseling. I did not need counseling. They never mentioned there being a price to ask if my insurance would pay for genetic testing. I believe this is a scam, and I would like my fee of $125 to be dismissed. I tried speaking to them directly about this, but they were not helpful at all.

  Business response

  03/09/2022

  Here is our response to the  complaint.

   

  Hello,

   

  I apologize for any miscommunication that took place between you and your referring provider.  Unfortunately you had a consult with one of our clinicians and we do charge for that, as our services are not free.  Some other genetic companies offer this type of service complementary, but we do not. All patients are welcome to speak with our billing department prior to their appointment to inquire about charges and our billing policies.  Again, we apologize for the confusion,

   

  Best,

   

  Insight Medical Genetics

   

   

   

   

  ***************************

  President & Chief Operating Officer

   

  insight medical genetics

  680 *******************, ste 1230

  *******, ** 60611

  t: ************
  f: ************

  insightmedicalgenetics.com

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the following information from my insurance about the billing from insight medical genetics:The provider tried to **** two different things more than one way.The codes they are using are not complete, compatible or consistent with billing protocols and the modifiers on the claim so it is disallowed.When I tried to call them to clear this up, I was hung up on.

  Business response

  01/17/2022

  Hello,

   

  We have reached out to this patient to clarify any confusion with her claim.

   

  Best,

   

  Insight Medical Genetics

  Customer response

  01/24/2022

   
  Complaint: 16423098
  
  I am rejecting this response because:
  there has not been a final response between this company and my insurance and I am hearing different things from both parties.

  
  Sincerely,
  
  *****************************

  Business response

  01/25/2022

  This patient was contacted via email on 1/18/22 and we have yet to receive a reply. Here is a copy of the email:

  
  Good morning, *******,
  
  I am reaching out to you regarding some testing that you did with Insight Medical Genetics.
  
  I did review your account and see that you did genetic counseling with us on 9.8.21 along with ultrasound, Carrier Screening and CFDNA.
  
  Insight Medical Genetics billed for your CFDNA (CPT code *****) in the amount of $1,192.50. On 12.20.21 ********** processed your claim and paid ****** and assigned a ***** copay amount. Insight did submit a corrected claim adding a modifier to your test as the *** does require when billing a Carrier Screening and CFDNA on the same day. On 12.20.21 via the same remittance, ********** recouped their payment and requested medical records to determine medical necessity.  Per speaking with ***** at ********** today, medical records were received and are currently in review.  
  
  If you would like to follow up with ********** regarding the medical review of your CFDNA you may do so.  Insight did **** your claims correctly according to the *** guidelines and currently your CFDNA is in medical review.
  
  If you should have further questions regarding this matter, please contact our customer service department at ************.
  
  
  Thank you,
  
  
  *************************
  Revenue Cycle Manager

  Customer response

  01/29/2022

   
  Complaint: 16423098
  
  I am rejecting this response because:I am still waiting for this to be finalized between insight medical genetics and my insurance. They are both telling me different things.
  
  Sincerely,
  
  *****************************

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