SOS: Speaking of Seniors - Billing Service Goofed

oopsOn October 21, 2014, I wrote a letter for a client to get a medical bill paid. The client is from Crown Point, Indiana.

The medical bill was for $972 for services rendered on September 5, 2014. When I phoned the client’s insurance company, it reported that it never received such a claim from Medicare. So, I wrote a letter asking the billing firm to send the essential information about the claim directly to our client’s insurance company. My letter was sent to the addresses given to me from the bill and when I phoned to confirm another address of the billing party.

But, the billing service ignored the letter and sent a demand for payment letter to our client. The client forwarded that bill to me and I worked to resolve the issue on January 2, 2015. Again, I made phone calls to find the billing manager in charge of the bill so that I could fax a copy of my previous letter and get some cooperation.

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In this round of phone calls, I learned that the new medical billing firm took over on September 1, 2014 – just four days before our client got the medical service. When I phoned the new firm this time, it had changed its phone number, its fax number, and its mailing address about the time that I sent the first letter.

I got the new billing service to admit that it had failed to send the claim to Medicare and that had caused the payment problem with our client’s medical bill. The lack of payment was not the fault of our client, her insurance company, Medicare, or our insurance agency. It was the fault of the medical billing firm.

“Please, tell your client that she can disregard that bill. For some reason, we didn’t send the claim to Medicare until just recently,” the phone representative told me.

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“Your firm sent a final notice payment demand letter to our client and upset her. You sent that after I had already mailed a letter to your previous addresses which told you what to do to get paid. I think that you owe our client a written apology and notice to disregard the final notice bill,” I told the representative. She agreed. She promised that our client would get such a letter.

Once the bill is processed by Medicare and the client’s insurance company, I expect that our client will owe little or none of the $972 bill. All the help that I gave to this client was FREE OF CHARGE. The owners, managers, and staff of this insurance agency really do care about our senior citizen clients. We “go the extra mile” to protect them from financial harm when someone in the Medicare system makes a mistake that could cost our clients some money. Does your insurance agency give this high level of service to its senior citizen clients? If not, why not?

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Woodrow Wilcox is the senior medical bill problem solver at Senior Care Insurance Services in Merrillville, Indiana. That is the largest senior citizen oriented insurance agency in the Midwest. For over six years, Woodrow Wilcox has helped senior citizens with medical bill problems with Medicare and VA clinics. He has saved senior citizens over $1 million in wrongful charges. For more health care articles by Wilcox, visit or © 2013 Woodrow Wilcox. Re-published here with the permission of the author.
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