Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have dual coverage for medical insurance. I have been trying to contact this company for months as well as my insurance company. We have left them several messages at their headquarters in ******** and in **********. No one has contacted us back. I have 100% coverage after both insurance is processed and they still keep sending me a bill. I cannot afford to be sent to collections because they do not know how to process claims. I have sent my insurance card in and circled which one was primary and which one was secondary. My insurance company has called in and explained to him which number is primary and which number is secondary and still we have not got resolution. I don't know how else to fix this or where else to go to get help. I have not gotten any counseling that I need. I have an emotional support dog and my mind has been out of whack since then. Since this bill I had to stop counseling in the middle of my sessions just to get this taken care of and no one has cared since then. But my whole point is I need this bill taken care of so I can go ahead and find another counselor so I can continue my mental health services elsewhere. I cannot have this bill hanging over me and they just keep sending them and sending them when I owe them zero? Thank you

  Business response

  01/21/2025

  Subject: Response to Resolved Client Complaint - Case # ******** (87112558)
  
  Dear Better Business Bureau,
  
  I am writing in response to the complaint submitted by the client regarding their medical billing issue, which has since been resolved.
  
  Upon reviewing the case, I would like to provide clarification on the matter. The client has dual coverage through ******** and ********* which were correctly listed as the primary and secondary insurances in our system (KIPU and CRM). We took immediate action to investigate the issue.
  
  We discovered that ******** processed the claim as the primary insurer, and the claim was subsequently submitted to ******** (Beacon) as secondary. Unfortunately, ******** did not process the claim despite several attempts to resubmit it by our billing department. We met internally to ensure all actions were taken on our end. After extensive follow-ups, the outstanding balance on the clients account has been written off in full. We notified the client of our actions, and she was satisfied with the outcome.
  
  We regret any inconvenience this situation may have caused and appreciate the opportunity to address and resolve this issue promptly. Our team is committed to ensuring that all claims are processed correctly and that any future issues are handled efficiently.
  
  Thank you for your attention to this matter. If you need any further details or clarification, please do not hesitate to contact us.
  
  Sincerely,

  Forge Health

  
  

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