Please note our 2023 holiday schedule will be as follows. Our office will be closed Monday, December 25, 2023 through Monday, January 1, 2024 and will reopen on Tuesday, January 2, 2024, at 8:30 am EST.✕
Patient Advocate Foundation (PAF) is a national 501 (c)(3) non-profit organization which provides case management services and financial aid to Americans with chronic, life threatening and debilitating illnesses.
What Do I Do if I Can’t Get Answers From my Insurance Company?
Sometimes it’s not much fun trying to get answers out of your insurance company. Typically, each time you call, you speak with a different customer service representative and you may get different answers to a question you have. This inconsistency is really frustrating and upsetting, but here are some tips that might help you communicate with your insurer.
But remember when speaking with them:
Keep track of your communications. Make sure that each time you speak with a representative, you are taking clear notes and jot down the date, time, who you spoke with, and the information they provided. Also, see if you can get a reference number for the call.
Communicate effectively. Remember that your ultimate goal is to get your questions answered or concerns resolved! If you are met with resistance by the representative, simply restate your request in a different way. But try to keep calm and respectful, even if frustrated.
Be confident. You have the right to complete information regarding your health coverage. Your insurance company’s customer service representatives are there to assist you, and part of their job includes answering questions to your satisfaction.
Don’t be afraid to assert yourself. If you have tried discussing your question or concern with the customer service representative and still do not feel that your request was handled correctly or appropriately, don’t hesitate to ask for a supervisor.
At the end of the day, if you still don’t feel like your situation is being handled properly, your insurance company isn’t the only resource with all the answers. Get to know these key people who can aid you in your health journey:
Your employee benefits manager or human resources personnel