Fitness Files: Good intent turns into insurance nightmare

In January, I left Blue Shield health insurance for Anthem. Neither I nor my insurance broker canceled Blue Shield, so I was double-insured for a while.

During that time, Blue Shield paid $346 in medical bills.

In March, Blue Shield sent me a list of providers. Two were paid in error. I called immediately.

“I want you to be paid back,” I said, “but I don’t recognize two providers. Please tell me what services I received. I’ll direct them to return your money.”

From May 6 to June 3, I called Blue Shield and spoke to Dustin, Sara, Brandon, Eric, Renalda and Bethany in calls lasting 20 to 40 minutes.

Over and over, I said, “I want Blue Shield to be paid. Help me identify providers so I can call them.”

No information. Finally, Renalda said, “File a grievance.”

“I don’t want a grievance,” I told her, “just information.”

She filed a grievance and said I’d hear within 30 days.

I heard nothing, but in the meantime, letters arrived with “COLLECTION AGENCY” in big print.

Being labeled a deadbeat for money I did not owe elevated my blood pressure.

I called and said, “I want this call recorded! Remove me from collections and give me the information I requested.”

No info. Instead, I heard, “Sorry for your inconvenience” and “Is there anything else I can do for you?”

Weeks passed, nothing from the grievance, but collection letters kept coming.

Finally, on June 3, I spent an afternoon searching out the providers on the Internet, finding phone numbers, calling, waiting to be transferred to billing, and giving the only information I had, my name and date of service.

All billing departments told the same story: They were double-paid back in February. The money is waiting for Blue Shield to issue a refund request. They do it all the time.

I called Blue Shield and told Renalda, “I’ve just completed Blue Shield’s office work. To recoup money, send a refund request. Email me, confirming this call.”

The email came, “You are not responsible for claims paid when you had other active insurance. You have been removed from collections and letters are being sent to providers.”

On June 7, I received another COLLECTION AGENCY notice followed by a letter from Jennifer H. telling me that I should “consider this matter resolved.”

So that Blue Shield could have an opportunity to defend itself, I called Jennifer H.’s number with these questions:

•Why did Blue Shield make me responsible for payments not paid to me?

•Why did Blue Shield turn me over to collections? It paid the money in question to a provider, not to me.

•Blue Shield devoted substantial employee time to my calls and contracted with a collections agency when it could have sent two simple refund requests.

What did it expect to gain?

I dialed Jennifer H.’s number twice and got the same recording:

“Please enter the number of the person you are calling.” I entered Jennifer H’s number.

“That is an invalid entry,” said the voice on the phone. “Please try again.”

Newport Beach resident CARRIE LUGER SLAYBACK is a retired teacher who ran the Los Angeles Marathon at age 70, winning first place in her age group. Her blog is [email protected].