ComplaintsforNorthwell Health Financial Services

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  (1) On 4th Feb. 2024, I visited the Emergency Room of Northwell ****************, **, was treated and discharged the same evening. My Northwell **************** Account No. is **********. I paid $2339.00 from my debit card (see uploaded receipt No. **********) and told them that I had travel insurance from TataAIG in ***** from whom I would claim reimbursement. (2) I was told that the itemized bill could be obtained by post or email from Northwell Financial Services at *************. I made a request for the itemized bill on 2/07/2024. (3) I have made dozens of phone calls to the Northwell Financial Services number till today (2/23/2024), but have not been posted or emailed the itemized bill explaining the charges of $2339 which I have already paid. Each time I call, I am promised a follow-up call back, or email update which never happens, and the explanations for the delay keep changing (which is very confusing). (4) I have repeatedly told Northwell Financial Services representatives that I urgently need this itemized bill to claim reimbursement for the amount of $2339 from my travel insurance company TataAIG in *****. Therefore I seek your assistance in obtaining the itemized bill.

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was contacted by Northwell Health Financial Services (NHFS) regarding a bill from ************** in the fall of 2022.I contacted NHFS regarding the invoice and I was told they needed a copy of my *************** card and Drivers License due to a name discrepancy. On November 11, 2022 I emailed the requested documents to ******************************************************************** On the same day I received an email confirmation stating they received the email and an advisor will review the file and will contact me within 1-2 business days. I received no follow-up until January 2023 when I received a letter requesting payment. Once again I contacted NHFS regarding the bill and was told by the advisor they needed the same documentation again. At this time I emailed the documentation again to the attention of ******* (MES). Again, I received an email confirming the email was received stating an advisor will review the file and will contact me within 1-2 business days. I received another letter from NHFS in April 2023 stating my account was being sent for collection. I contacted Anthem (my secondary insurance) on April 14, 2023 and with their assistance contacted NHFS regarding the bill. During this call with the NHFS agent (*******) he confirmed the documentation had been received in January and would be sent to the primary insurance (*****) for processing.On June 29, 2023 I received a letter from a collection agency requesting payment.I contacted Anthem again and they reached out to NHFS regarding the bill. During the call the advisor confirmed that NHFS had the documentation and never sent the claim to ***** for payment.I am requesting NHFS recall the collection notice and submit the claim to ***** for payment. NHFS failed to process the paperwork and provided me incorrect information on multiple occasions.I am requesting NHFS contact me and provide me an status update regarding the situation.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/23, I contacted NHFS as I was told to get the cost of a spine surgery procedure I want to have as I had seen their doctor on 3/8/23, who recommended the surgery. I gave NHFS the *** codes; they looked up the cost of the surgery, but the person on the phone said she was not allowed to give it to me, but she said the estimate I would be responsible for would be zero, and she said she ran it twice to ensure it was correct. She gave me the reference number ********. I told her I spoke to my insurance company ***************** Blue Shield. They told me I had a $1000 deductible to pay and that I would have to pay 25% of the bill's final cost as the doctor was a second-tier doctor and again asked her for the cost of the procedure. She repeated she wasn't allowed to give me the price and I should lean toward what my insurance company was telling me. I explained that I needed the cost to know how much I would be liable for and said I looked up on ****** that the surgery I was to have could cost below $10,000 or over $10,000. The ironic part was that the reception staff on 3/8/23 said I should contact this agency to get the surgery cost as that was how it had to be done. I told the lady on the phone how wrong it was that she was not allowed to give me the cost when I was responsible for it and should have been allowed this information.

  Business response

  04/18/2023

  On April 14, 2023, the patient was contacted by a billing representative addressing their potential billing responsibility concerns.

*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. ↩