Advice on dealing with health insurance company?

My girlfriend re-upped her yearly prescription for her RA meds in January. Because the online form didn't include a field for the "Co-Pay Assistance Card," we were charged $3k from our HSA account that was not supposed to be charged. 

We've been being told for nearly 8 weeks, "The refund is in process."

How can it possibly take that long for a refund? She's called them at least a half dozen times since we noticed the descrepancy in early February.

 $3k is not an insignificant sum when being used for meds for someone with an autoimmune disease, because this particular one is far from her only prescription.  

Any suggestions? I feel like they are just trying to wear us down to the point we say, "berkeley it, we have more in the account." 

No advice other than to not pay directly from your HSA - pay with a credit card, get points, submit the receipt to the HSA for reimbursement. 

I am currently owed $2,000 from a healthcare provider - long story on that one. I was getting the run-around for about a week when I called up Chase (credit card company) and even though this charge was from 9 months ago, they agreed that they would refund it if I wanted. I asked them to hold off for now, called up the healthcare provider, and told them to send a check or I'd have Chase pull it back. I'm supposed to receive a check in the mail by next Tuesday. If it isn't there, I'll have Chase reverse the charge.

Annoying, another step, but stories like these are common enough that I'm just not willing to let them do a direct withdrawal. I'll pay in advance, but I need some protection. 

mtn said:

No advice other than to not pay directly from your HSA - pay with a credit card, get points, submit the receipt to the HSA for reimbursement. 

 

I am currently owed $2,000 from a healthcare provider - long story on that one. I was getting the run-around for about a week when I called up Chase (credit card company) and even though this charge was from 9 months ago, they agreed that they would refund it if I wanted. I asked them to hold off for now, called up the healthcare provider, and told them to send a check or I'd have Chase pull it back. I'm supposed to receive a check in the mail by next Tuesday. If it isn't there, I'll have Chase reverse the charge.

 

Annoying, another step, but stories like these are common enough that I'm just not willing to let them do a direct withdrawal. I'll pay in advance, but I need some protection. 

That is a great idea. We've never had this issue before, but I think taking that precaution in the future is necessary, it seems.

Was this  through Express Scripts and Accredo pharmacy?

Does her insurance provider her with a "healthcare concierge" or other such liaison? If they did, harass that person until it's taken care of. If not, call the company, every 2 hours, keep records. You will eventually make enough noise to get taken care of and things will be made right. If you make enough noise, you might even get interest, we did, once. 

While this might sound like a bad idea, particularly now when they are being hit from everywhere, it's the only way we've ever had luck getting them to do anything they were supposed to do.

This was a pretty regular occurrence in our house, even with recurring monthly or weekly scripts and visits. Nothing like opening a $125k bill because insurance "forgot" to pay a month of dialysis, then needing to show them that yes, it is in fact life sustaining, and also a regular occurrence. 

rustybugkiller said:

Was this  through Express Scripts and Accredo pharmacy?

United Healthcare Specialty Pharmacy and Optum Bank for the HSA.

 Call the State insurance commissioners office, start asking rem questions.

My most recent bit of fun with health insurance lead me to call my state reps office. They made a call on my behalf and things got sorted out quick. I am sure that I will be hit up for a donation that I will make and I will then make a matching one to the other party's general fund. 

They said "3-5 days" this time for it to be back in. 

If not, I'll start making the calls you guys have suggested.

Call the office of the CEO and ask for the executive complaint team.

Call your state insurance commissioner.  

spitfirebill said:

Call your state insurance commissioner.  

came here to say this, also maybe call your state assembly member