What if there’s a problem with an insurance claim I submitted?

It’s time to communicate with the plan, so prepare for those customer service calls. Here are some tips:

• If you can, avoid calling on Mondays, as this is generally the busiest day of the week and lunch time the busiest hour of any day. Try the earliest or latest hours, or weekend times if available.
• Be ready to take notes. Have pen and paper, device, or laptop handy and all the info you need from your EOB.
• Always note the date of your call and get a name and a call reference number. Every call generates a reference, but you have to know to ask for it. Check the plan website to see if live chat or a customer service message center are options on your plan.

Holding your health plan accountable for accurate reimbursement is good for your financial health and (despite short-term frustration) can in the long run reduce stress and anxiety and impart a sense of control. You may not always like what the plan is paying, but you need to understand how they are paying.

For more tips, check out our article How to Review Your Health Plan Benefits & Coverage.