Insurance company makes $3K mistake

Posted: Updated:

CAVE CREEK -- A Cave Creek woman says her health insurance company made a $3,000 mistake and won't fix it. So, she contacted 3 On Your Side for help.

The $3,000 came right out of her health savings account.

A health savings account, or HSA, is just that -- an account where you hold money for unexpected medical bills.

But one Valley woman says her account was wiped clean by her insurance company.

Carrie Almond has a heck of scar left over from knee surgery.

"Shooting pain every time I walked, just pain from the heel probably all the way up to the hip area," she said.

Knee replacement surgery alleviated the pain, but therapy and rehabilitation following the operation was really important.

So, Almond contacted her insurance carrier, Cigna, and says she confirmed on the phone and even through Cigna's Web site that her therapist was in fact considered in-network.

But then she got a bill.

"I immediately got on the phone and said, 'Wait a minute, why am I being billed out of network?" Almond said.

Cigna had apparently processed Almond's claim incorrectly and, over the course of several months, took $3,000 out of her health savings account when Almond says they shouldn't have taken anything.

Almond contacted Cigna and they always said they would check into it.

"Fourteen days went by each time," she said. "I'd wait another week so I'd give them three weeks and then 21 days I'd call them again I'd totally get the runaround."

I contacted Cigna about Almond's account and when I did, they told Almond they made a mistake and promised her $3,000 would be back in her account.

Almond says she has fought Cigna for months over this issue and she sure is glad she contacted 3 On Your Side.

And Almond says she should probably have a check from Cigna within the next few weeks.