3 On Your Side

Insurance company accidentally cancels Valley man's health care coverage

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When it comes to the great outdoors, Matt Saling said he can't get enough. 

"It feels great, man. Especially at the end of a real hard bike ride, it really feels good and lifts all that stress off your shoulders." said Saling.

But all that biking and hiking seems to have taken a toll on Saling, and he realized that recently when his knee started giving him problems.

Not wanting to stop exercising, Saling said he started seeing a physical therapist and he used his health insurance to help pay his medical bills. 

Just a few months earlier, he had combed through www.healthcare.gov and purchased that insurance through UnitedHealthcare.

His monthly policy was around $312, which he paid like clockwork.

But then, he said UnitedHealthcare asked him to enroll in an automatic payment plan to have his $312 premium automatically deducted from his bank every month.

"I thought, 'Hey, this is easy,'" he said. "I'll just enter my bank account information and I won't have to worry about remembering to pay it."

But after enrolling in that automatic payment plan, something happened, and it wasn't good.

UnitedHealthcare failed to automatically deduct his monthly premium and as a result, the company sent him a notice saying his health care coverage had been terminated.

This was horrible news because, remember, Saling had been seeing a physical therapist for his knee and racking up medical bills that his insurance was supposed to be paying. 

"I asked them, if by chance I have to go to the doctor's office what would happen? And they said, they would see what we see and that's you being terminated for non-payment," said Saling.

3 On Your Side contacted UnitedHealthcare which looked into the matter and discovered a big problem.

Apparently, the company's billing system suffered a computer glitch which prevented customers like Saling from having their accounts automatically debited.

In an email to 3 On Your Side, a UnitedHealthcare spokesperson wrote, "Mr. Saling has our apologies for the inconvenience he experienced. We have ensured that his coverage has been reinstated and all of his medical bills have been paid according to his plan."

Saling said he's a relieved and couldn't have resolved this matter without 3 On Your Side. 

"It's a big weight off my shoulders. Now I know I can go get my prescriptions filled and God forbid there was an accident, I can get to the doctor and not have to worry about the difficulties of dealing with insurance."

3 On Your Side appreciates UnitedHealthcare getting involved at our request and resolving the issue. It's a good thing too, because if they hadn't, Saling would have been stuck paying around $2,500 in medical bills.

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