Reena S Ucv

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Misleading explanation of insurance coverage and benefits

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It seems to me that this practice is misleading people about dry needling insurance coverages and making money on it. I just spoke with Suzy from the billing department.

I had spoken to her before regarding my benefits. The practice accepts my insurance but she tells me insurance does not pay for dry needling and it will be an out of pocket expense. She could not give me a definite estimate but gave me a rough idea of the cost, approximately $70 per area covered. I called my insurance to double-check and they tell me that dry needling is covered under broader physical therapy and they will pay for it as long as I go to an in-network provider.

I'll just need to pay the $30 co-pay. When I called back to clarify, Suzy was impatient, irritable and lacked all customer service manners. She kept cutting me off when I told her that the insurance will pay for dry needling. She said we have spoken about this before and dry needling is an out of pocket expense.

I repeatedly requested her that all I want is to understand why they can't bill my insurance. I understand some insurances may not pay for dry needling, but mine does and I want to understand why they can't bill them. She did not want to give me an explanation or a reason as to why they charge out of pocket despite my insurance covers it and started accusing me of cutting her off. I told her I hope she realizes how I felt in the first five minutes of our conversation.

We probably hung up at the same time.

I think she became defensive and started blaming me for cutting her off because I was questioning their misleading explanation of insurance coverage. I will never again consider this practice.

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Cons:
  • Misleading information regarding insurance benefits

User's recommendation: Please directly check with your insurance provider and don't blindly trust the explanation the business provides

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