Billing issues can occur for several reasons. It could be related to enrollment problems or incorrect rates or even financial problems. If an employer falls behind in deleting terminated employees or not paying a bill in total, each month’s bill becomes more difficult to reconcile. Here are a few examples of billing issues that we were involved in.
In a few instances, we had clients that were going through a difficult financial period. we worked with the carrier on behalf of the client to allow a payment plan on back premiums and allowed an extended grace period on current premiums.
In another instance, the carrier was charging the wrong rates to a client. It was an internal coding error made by the carrier and had not been noticed right away. Each month we contacted the carrier to correct the coding error, to no avail. After several months, the client’s bill was a mess because they were taking credits themselves that were not being applied by the carrier. It left a large balance forward that really was not the client’s responsibility. It was very difficult to explain the problem over the phone, so we finally set up an appointment with all parties. We went to see the carrier and met with a billing analyst to finally resolve the entire issue.
