Insurance companies hire the brightest minds. Ivy league MBAs. Their whole goal is to limit payouts to increase ins. company profits. So easy to do this with orthodontics. Why? Because ortho tx is carried out over time. Usually 24 months. The insurance companies love this since it gives them more time to limit the insurance benefits to the patient and orthodontist. Most insurance companies do not give a one lump insurance payout. They break it into monthlies, quarterlies, semi-annualies. Some are good. Most are bad.
Front office forgets to file or improperly files the insurance for the patient. Some insurance companies will not honor the insurance benefit if after 6 months. Patient loses or changes their job ...... guess what? They do not get the entire insurance benefit (reason most insurance companies pay out OVER TIME). The ortho office then looks bad or appears greedy since that unpaid insurance benefit is now tacked onto the patient's portion of the bill. Of course most if not all dentists/orthos have it in the patient's contract that they (dentists/orthos, etc.) do not have a relationship with the patient's insurance company and that ultimately .... the patient is responsible for all unpaid tx. But we still look bad. Most think we messed up with filing the necessary paperwork.
I remember one instance that still revs me up to this day. There was this particular insurance plan that my office participated in that was really bad. Discounted our fees almost 35%. I had enough of this. Had my office manager call the insurance plan, file the necessary paperwork and cancel our participation immediately. Well ... a few months later we had a new patient come into our office who had this very insurance plan. We told them we were not providers on that plan anymore. We were out of network and quoted our FFS fee. They liked us and accepted our fee. (to my amazement). Towards the end of the patient's tx (quite complicated: 30-36 months, Herbst, appliances, impacted max cuspid, etc.etc.) .... father comes in and tell me that his original insurance company told him THAT MY OFFICE WAS STILL A PROVIDER FOR THAT INSURANCE PLAN. We called and sure enough ... we were listed as a provider. We sent our original paper work showing that we had formally opted out, but to no avail. Well ... the patient wanted a refund saying that we charged too much. We tried to be nice about the situation. We explained that their insurance policy (even though we weren't providers since the ins .co lost the paperwork only covers 24 months of ortho tx. This patient was treated for 30-36 months with various appliances. So we went back and re-calculated the fee. Charged their insurance fee for 24 mons (ridiculous low amount) and then added 12 additional months since their tx went longer than the 24 mons. Nope. Patient's dad said their insurance company said we could only charge for 24 months of tx. Meaning I was giving 12 additional months plus applainces FREE to this patient. I spoke directly to the dad. Explained how wonderful his daughter's outcome has been. I asked him to meet me halfway on the fee. Now normally I do not get involved in fee disputes, but this one REALLY PISSED ME OFF. The father would not budge. So I brought out printed paperwork on his insurance plan's description of the fees that I COULD CHARGE. As with most low fee plans ..... they nickel and dime EVERY procedure. With my FFS patients .... I have ONE fee for EVERYTHING. Need additional xrays, pano? No problem. We take them. No additional fee to the patient. So I explained all the tiny nickel and dime fees we would have to charge the patient since THEIR PLAN CALLED FOR THAT. These included retainer visits. He was pissed and walked out.
When you are getting a FFS fee .... I do not mind insurance companies. Anything less (discounted fee schedules) .... well ....you know what my opinion is.