Both Ins Companies Paying Primary

Hi all,

I have a patient who has two insurance companies and both are paying her claim as primary. I have spoken with both insurance companies and they refuse to reprocess until the patient contacts them to update her COB. I have talked to the patient on numerous occasions and explained the situation. Every time I call her, she claims that she has called them and updated this. However, four months later, nothing has been changed. I have offered the insurance companies that I would send them the other companies' EOB, but they said it wouldn't matter and they cannot reprocess until the patient calls. We don't want an insurance credit sitting in our AR but we are tired of trying to give the insurance THEIR money back. Any suggestions? Thanks so much in advance.

Both ins paying as primary

I have a whole file full. It seems to be a common problem. Keep good records of whom you spoke with, when and what was said. As a last ditch effort, I send a formal letter to the secondary insurance company's C.O.B. dept, detailing what has been done to correct the problem,along with documentation. Sometimes that works. I then note the patients account, add the records to ins overpay file and wait. The secondary insurance company does finally figure things out. It can take awhile though.

Thank you!

I will send them a letter. Thanks so much for your help!!! =)