By Charles B. Inlander

For many caregivers, trying to navigate the insurance system is a difficult and often frustrating challenge. It’s not unusual to deal with three or four (or more) different insurers when caring for a loved one or friend. Trying to keep track of all the information an insurer may want or need can be time consuming and nearly impossible. As a result, it has become common for many beneficiaries to not receive insurance services and benefits to which they are entitled.

But as difficult as it may be, there are ways to assure that the loved one or friend you are caring for receives all the insurance benefits due to them. Here are some savvy tips that will help make that happen.

• Get organized. Make a list of all the various insurance policies the person you are caring for may own or is enrolled in. This may include a health insurer, Medicare (the government plan for seniors), Medicaid (for people who need financial assistance), Medi-Gap supplemental insurance (private insurance that helps pay for what Medicare doesn’t fully cover), long term care insurance, specific disease-type insurance (such as cancer insurance policies) and any other insurance that may be applicable. The list can look daunting, but make sure to include every policy. On the list, write down the policy number, the date the latest premium was paid (if applicable), the name of the insurance agent (if there is one), and the phone number you should call if you have a question or need to make a claim. Keep this information handy and take it with you to the doctor, hospital or anyplace else that the patient may need to supply the information.
• Be persistent. One of the more frustrating problems often reported when people contact insurers about a benefit or claim is being put on hold or shuffled around among clerks. Studies have shown that the earlier in the day you contact an insurer, the shorter the hold time. Also, know exactly what you want to ask or report and as soon as the call is answered tell the person your reason for calling. Ask for the name of the person you are speaking to and for their direct phone number, in case you get cut off or need to re-contact them. If your call is being transferred, ask for the name of the person it is being transferred to. If you are not satisfied with the service, ask to speak to a supervisor. If you are still not getting the answers to your problem, call the headquarters of the company and ask to speak to the customer service director. One way to find company headquarters contact information is to perform a search on Google; but your policy may also include this information.
• Report problems to authorities. Every private insurance company is regulated by state insurance departments. If you have a disagreement about what should be covered or about how you are being treated, call your state’s insurance department (it’s located in your state’s capitol). They have specific ways to file a complaint and get you the answers you need. If you have a question about Medicare, call the federal government’s Medicare hotline number (1-800-MEDICARE), or go to their website at www.medicare.gov. If you have a Medicaid problem or question, call your local state welfare department office, which is listed in your phone book, or online.
• Enlist others to help. Having a family member or friend work with you on insurance issues can be quite helpful, especially if that person has a business or law background. If the problem is with health insurance, ask the doctor or provider to help. Your first responsibility is to the person you are caring for, and too often you just do not have the time or energy to take on an insurance problem by yourself.