Insurance companies

Re: Insurance companies

Nicola Smith — Thu, 06 Sep 2012 15:49:36 GMT

I think the reason we get frustrated is it is often the same companies that cause the problem. I had 1 particular company apparently lose a history sent with the claim form, when I complained about this they then said they couldnt discuss as client hadnt authd me on account. Client rang and did this and then I told them I wold fax while they were on the phone - as other 3 faxes not got there apparently!! Sent fax then came back and said couldnt speak to me as not authd on account even though earlier on in the same phone call I had been!! Also had the phone put down on me about 3 times. Appalling service and gives insurance a bad name.

The fact they want histories is fine but losing them is not!! Also making a big fuss because they havent got a clinical history from when the dog had its 1st vacc wih the breeder 6 years prior is just ridiculous. I just dread dealing with certain companies as Im sure we all do. It can take up so much time.

Rant over!!

Re: Insurance companies

Helen Tottey — Thu, 06 Sep 2012 14:21:41 GMT

I agree with you Mark however what seems to cost them far more is clients! This was the resounding message at the fraud meeting, while the saying "he's insured its ok" is certainly a commonly heard phrase this is usually more to do with correctly working up cases than fraud however, they have far more evidence of unscrupulous clients. The reason our histories are so important (when they don;t get lost!) is to try to put pieces together of clients who take out a policy when a condition has already been suspected/diagnosed and changed practice to try to hide it.

Still doesn't get away from fact that they shouldn't loose histories when they are sent let alone the cost to the practice of all the printing and chasing up involved!

Re: Insurance companies

Mark Hedberg — Thu, 06 Sep 2012 14:08:17 GMT

The trouble is, we've treated insurance companies like free money for so long, we shouldn't be surprised when they start cutting off the tap. Have you ever heard the phrase "it's ok, he's insured" in your practice?

I know the majority of practices play a straight game, but there are places out there who are using the system for their own advantage. (A vet was brought up on charges at the RCVS recently because he'd charged for a blood pressure monitoring that he hadn't done, for instance.)

Re: Insurance companies

emma sime — Thu, 06 Sep 2012 13:24:41 GMT

As an VN and more recently a client putting an insurance claim in I find it really sad that Insurance companies seem to quick to argue their way out of paying for things. Having paid my dog's insurance for 5 years without so much as a claim and her not having so much as an upset stomach in the past 3 years (before disaster struck last week thanks to IMHA and me losing her) I'm just waiting for there to be a problem with the claim somewhere! Fingers crossed there won't be!

eeek!

emma x

Re: Insurance companies

Sal the 1st — Thu, 06 Sep 2012 01:50:10 GMT

my problem is they have the history - they are reading it back to me word perfect over the phone, they havent lost it at all, even tho they may be requesting and re requesting the same information to be faxed over and over again - they have the same information in front of them as I do. It is never going to change, it will always be exactly the same history as the one that was sent with the initial claim.

I can see it from both sides too - I know we all have a job to do - all I am asking is that I am allowed to do mine. At virtually every practice I have worked since 1984 no matter where it has been there is a very busy period during evening surgery which is usually between 4 - 7pm where staff are needed to deal with clients either on the phone or actually in the building (its also a time when your early staff are starting to go home). This is not the best time to call wanting information or questioning the information that has already been provided. If insurance companies can just avoid that time to call and ask all they need to ask on a case in one phone call rather than several it would be a lot better for most people.

and like Bengalcat I am fed up with practice staff taking the rap when insurers are sitting on claims for ages before even looking at them.

Re: Insurance companies

BengalcatRVN — Wed, 05 Sep 2012 23:00:58 GMT

sent hx with claim, faxed hx, posted recorded, posted recorded again...it was about 45 pages of hx...was not inpressed at the postage costs.

EVERY claim I have as seperate invoices per condition and hx attached. I realised this week that a claim I sent I missed off the claim total. There is an invoice attached. Got a letter 11 working days latter asking for the total of the claim. Really? Why do I attach a breakdown? Is this checked? Can I put any random amount in this box and it won't be checked against the invoice? *sigh*

Not fun when the client calls to harras me for not sending the claim, but actually it goes through 3 departments before it hits the claim authroisers. Fed up with getting the blame all the time!

Re: Insurance companies

Helen Tottey — Wed, 05 Sep 2012 16:17:30 GMT

I can see both sides, having worked for Pet plan and now on receiving end back in practice. After the insurance fraud meeting i attended (written up in June VN Times) they are all a lot hotter on insurance fraud and ensuring they are not paying out for things that are not covered. As with all insurance, fraudulent claims cost the honest client. I do agree that insurance companies need to be more understanding of practice life and that calling at certain times of day is not always great but they don;t have a crystal ball so in the past i have explained not able to speak and ask to call back another time.

With regards to missing histories (that we all know we send with the first claim to prevent lots of phone calls) that is another story! if they have the claim and the history has been sent with HOW THE HELL does it get lost!!!!

Re: Insurance companies

Charmaloo88 — Wed, 05 Sep 2012 08:02:49 GMT

3 times is nothing. I once had to fax a history 4 times and emailed it FIVE TIMES before they finally said they received it. I think they're just getting more fussy about paying out these days because (and believe me I HATE this phrase) of current economical climate. Also had one refuse to pay out for 4 months because they thought cartrophen was a make of food....

Re: Insurance companies

Sal the 1st — Wed, 05 Sep 2012 00:59:05 GMT

they already have the full history faxed ( and in one case have had the same history faxed to them not once but 3 times ). Its just queries on a history that in some cases can go back years. It seems to be happening more and more at the moment - and talking to people working in other practices it isnt just us and it isnt just one company. I dont mind talking to people if they are asking questions that I can actually answer and I actually have the time to speak to them. I am a reasonable sort of person and if the insurance companies just avoided calling practices during one of the busiest times of the day I am sure it would be better all round

Re: Insurance companies

Mark Hedberg — Tue, 04 Sep 2012 21:23:34 GMT

Can't you just tell them you'll fax a history?

Re: Insurance companies

Julie-Anne Wilson — Tue, 04 Sep 2012 20:55:29 GMT

I whole-heartedly agree with this statement