Productive calls with insurance carriers support teams

June 19, 2019

Health insurance carriers are not known for having excellent customer service. However when you pick up the phone and get a live person on the other line, there is a good chance you can get something done. Here’s a couple tips to help you have success during those tough conversations with insurance carrier's support teams.



Step 1 - Gather your paperwork and be prepared as soon as they pick up the phone.  You'll need your group number and subscriber ID. The billing departments often use a different group number then the customer service department. Remember, these carriers only have the info you sent them in during your enrollment.


Step 2 - Ask and understand the carriers’ process.   The support team member on the other line often can only do a certain responsibility. It is your job to understand what the next step in the process. Listen and see if you can find a shortcut. For example you could say, “I actually have the form filled out right now. Do you have an email? Could i email this to you now?"


Step 3 - Follow up with another phone call.  If a carrier has an error on their end, they often will not inform you. Being persistent will get things done.


Step 4 - Ask your broker to do this for you.  My team and I have a lot of experience handling claims with insurance carriers.  We know exactly which buttons to press to solve these tough issues. If your broker isn’t willing to do this for you, I’d be happy to.

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Keaton Marks License #0L47187

760-484-0979    -    San Diego

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