Help Me Hank: Help Me Hank! Health insurance

It's an important place to visit, but maybe not your number one choice: the dentist's office. Six year old Ryan would certainly rather be riding his ATV or playing with his brother.

Adora King
"He's not very happy when he goes to the dentist."

Since he'd rather be playing ball than playing patient, Ryan ended up needing some major dental work.

Adora King
"We had to go to the hospital to have him put under."

Mom got all the paperwork together and contacted her insurance company to file a claim. But what did it do?

Adora King
"Denied it."

Still his mom knew Ryan needed the work done, so she paid for it with her credit card.

Three days later she received a change of heart letter from the insurance company. They would pay for it.

Adora King
"Oh, I was happy as could be."

Adora faxed an explanatory letter to the hospital and it agreed to a refund, but months went by and no money back. Adora kept trying, but got nowhere.

Adora King
"I was getting frustrated with no calls back and so I called Hank."

We knew that since the insurance company paid the bill, Adora didn't have to. So we called the hospital to see why they took two payments for one procedure, and shortly after, Adora got her refund.

Adora King
"Glad it's over."

And we were glad to help, but we have to admit she might not have needed us. The state's Office of Patient Protection is set up to handle just that kind of insurance problem and many more.

Hank Phillippi Ryan
"Can anyone call?"

Nancy Ridley, Mass. Dept. of Public Health Associate Commissioner
"Absolutely anyone can call."

The office, set up four years ago, deals with questions about your health insurance policy.

Nancy Ridley, Mass. Dept. of Public Health Associate Commissioner
"This is probably one of the most confusing areas and the most frustrating areas for consumers, uh, is trying to figure out what their rights are."

Billing, coverage, what's excluded and what's paid -- patients who are baffled instantly have an ally.

Hank Phillippi Ryan
"And you're here to help them?"

Nancy Ridley, Mass. Dept. of Public Health Associate Commissioner
"We're absolutely here to help them."

(Copyright (c) 2005 Sunbeam Television Corp. All Rights Reserved. This material may not be published, broadcast, rewritten or redistributed.)

Related Link:
Massachusetts Office of Patient Protection
Or call 1.800.436.7757