Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan 2023 my husband had all his teeth removed and received dentures. Since it was less expensive out of network we were told my the insurance co to have the work done and file the claims with the insurance for re-imbursement. The first claim filed had an error on the paperwork and we were instructed to correct the form and resubmit it to the company. In March 2023 we received 2 checks one for $1300 and one for $1500. I was told by customer service one was for the extractions and the 2nd for the dentures so we cashed both checks, No other details were provided and no further contact was made by the company. Now last week July 9th 2024 I went to the dentist all and need work done all my claims are being held when I called the insurance I was told the claim for my husband was done against my name from 2023 and had to be reprocessed. 7/23/24 the claims are still in process and I am being told nothing will be processed in my until I pay them the $1500 back & will receive something in the mail. I asked them to release my claims until this is resolved and they will not do this in good faith as it was their error they over paid us. I asked to be transferred to a supervisor who was extremely rude and told me to just pay the money back and claims will be processed, I have an appt on 7/24/24 that is not processed and she said there is nothing they will do until the money is paid back, I said this was not my error it was their error and wasn't even caught by them until I called and she said they will not do anything even in good faith I should have know it was an error and have to pay it back for my claims to be processed. I said I do not have the $1500 to pay right now and only was told about it today. She said she can't do anything about it to pay the money. I asked to speak to someone higher than her as a supervisor and she said there isn't anyone to send an e-mail. I can't even get my teeth fixed due to this error on their part,

  Business response

  08/01/2024

  August 1, 2024
  
  BETTER BUSINESS BUREAU                                                         
  ***** * ******
  OMAHA, NE 68137
  
  

  
  
  RE:      Complaint Case ID#:    ********
              Complainant:               **** ****
  
  

  
  To Whom It May Concern:
  
  Receipt of your July 24, 2024, correspondence regarding the complaint filed by **** **** against Standard Insurance Company (“The Standard”) is acknowledged.
  
  While we would very much like to respond directly with you regarding the issues addressed by our member, in the absence of an Authorization for Release of Protected Health Information, as required by HIPAA; we are unable to communicate with you regarding any plan information for **** ****.
  
  Enclosed is an authorization form for **** **** to complete and mail or fax (************) to my attention. Upon receipt of the completed authorization, we will be more than glad to respond directly with you.
  
  We have reviewed the information that your office forwarded to our office, and we will respond to *** **** directly.
  
  Sincerely,
  
  ***** *******
  Quality Management Section
  P: ************
  F: ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩