UnitedHealthcare Deletes Incriminating Chat

[u/One_Combination5776]

I had a certain medical appointment. I used the chat function about a month ago to verify that it was covered and what my out of pocket total would be. I provided all information such as facility name, address, Tax ID, and NPI number. They explicitly said that it is in network, is covered, and what the total is.

Fast forward a month and it was NOT covered. I knew someone somewhere told me it was but forgot who I talked to. I then scrolled up and saw it was in this chat that I verified the confirmation. I took pictures of the chat on my phone and called them out, telling them they told me in the chat it’s covered. I will have to have the medical office re-submit to insurance under a different code or something.

I then went back to look at those messages where they claimed to cover it. They were GONE. Just 30 minutes later. They weren’t the oldest or newest messages. Right in the middle. Messages before and after were still there.

I then called them out saying those messages are gone and I have screenshots proving they said the appointment is covered. And guess what, they are back an hour later.

I checked through the chat over and over to make sure my eyes were not deceiving me and that I wasn’t crazy. I also had my wife verify too.

I truly believed they made that section of the chat not visible to me, so I wouldn’t have proof of them saying it’s covered. Once I called them out and said I have proof, they brought it back. The coincidence is too large.

Has this happened to anyone else? Is this something they can do?

[u/ytho-65]

I haven't had chats disappear with UHC but on multiple occasions they've told me the have no record of reconsiderations and appeals that I've done, even when I read them the tracking numbers. They are as dishonest as the day is long. I save scans of everything.

[u/One_Combination5776 → u/ytho-65]

I am going to keep transcripts of chats for my own safe keeping from now on. I was lucky I took screenshots when I did, but can never be too organized and careful.

[u/emma279 → u/One_Combination5776]

I have an entire spreadsheet where I track every call i have with insurance. 

[u/knewitfirst → u/emma279]

How is it set up? Would you be willing to share your template with a fellow biller?

[u/emma279 → u/knewitfirst]

it's pretty basic: date, topic of call, person I spoke with, next steps/resolution (ie are next step necessary]. If they give me a reference number I drop that in there as well.

[u/Hunkydory55 → u/emma279]

Always always always ask for a reference number. They don’t give it to you - you have to ask for it and cannot deny you one.

[u/GroinFlutter → u/Hunkydory55]

ALWAYS GET A REFERENCE NUMBER 🗣️🗣️

[u/WorryFar7682 → u/GroinFlutter]

Came here to say that. Always always get the ref number

[u/The_Great_Skeeve → u/emma279]

You can also paste screenshots into excel.