My insurance (BCBS MA) denied a preauthorization request (actually 2 at this point). For the first, the provider’s office attempted to submit documentation that showed I met the criteria for coverage, and they received a response back that there are no pre-service provider appeals, and to check the denial letter for next steps. The denial letter states providers have 180 days from the date of the denial letter to submit an appeal. The service was then performed.
For the second denial, I did not find out that it was denied until after the service was performed (on the way home from surgery) - the denial letter was dated only 2 days before the procedure, and the provider’s office only posted it to my patient portal the morning of my surgery. I received the mailed copy from BCBS a day or two later. When I asked the provider’s office about submitting appeals with the documentation to show I met the criteria for coverage listed in the denial letters, I was told that if they submitted an appeal it would be automatically denied because it’s now after the service occurred…which, given that BCBS rejected the pre-service appeal on the basis that it couldn’t be done pre-service, makes absolutely no sense to me. How can a provider have the right to appeal within 180 days, yet they can’t appeal before the service or after it?
Is my provider’s office just giving me the run around? I have seen the letters BCBS sent to the provider stating they had 180 days to appeal, as well as the letter stating there are no pre-service appeals, but it sounds like an assumption regarding the post-service appeal of the preauthorization denial.
Can anyone shed some light on this situation? I have contacted BCBS for clarification, but was told another department would reach out to me about it, and I still have not heard back yet. I will reach out again, but stumbled across this sub as I tried to find info, and am hopeful there are some knowledgeable people that can offer some insight.
I understand I can submit an appeal, and I have done so for the first denial, as that window for appeals was coming to a close and I was not getting anywhere with the provider’s billing department. However, the second appeal is more complex, and requires a clinical explanation. My doctor offered to provide a letter for my insurance, but then suddenly retired, and I do not have this letter, nor the medical expertise to do it myself (at best, I could summarize it in layman’s terms, which I don’t think will be sufficient).
I am already being billed and my cc charged (including after I told them I don’t authorize any future charges unless expressly authorized charge by charge due to the outstanding insurance issue) for some of the services that were denied, despite the provider’s payment policy which requires payment in full before service if they do not have a preauthorization on file.
If anyone has made it this far, thank you for taking the time to read all of this. This has been an extremely stressful situation.