In a startling revelation about internal practices within the nation’s largest health insurance company, a former UnitedHealthcare claims representative disclosed that employees were systematically trained to reject medical claims and quickly end calls with distressed customers.
During her nine months at UnitedHealthcare, Natalie Collins unveiled that staff members were equipped with multiple methods to deny claims during their initial training period of two to three months. She mentioned how supervisors would often hover behind employees, guiding them on denial strategies rather than instructing them on how to process payments for the claims.
Collins expressed her frustration at the lack of proper guidance on processing payments, citing insufficient funds in certain cases which led to an emphasis on swiftly ending calls with clients. She recalled emotional moments at her desk while dealing with calls from desperate patients, all while supervisors seemed indifferent or even amused.
The breaking point for Collins came when she attempted to assist a widowed mother of five whose husband had passed away from pancreatic cancer. Despite her efforts to approve a hospice claim, she was instructed by supervisors to deny it and quickly wrap up the call, leaving the caller in distress.
Reflecting on her experience, Collins highlighted the challenges faced by employees in processing claims efficiently due to internal protocols aimed at minimizing payouts. She emphasized the role of employers in negotiating health coverage for their staff and urged transparency in such practices for public awareness.
A recent survey revealed that a majority of adults hold insurance companies accountable for denials and profits linked to significant events like CEO Brian Thompson’s demise. While acknowledging public outrage over such issues, Collins condemned any resort to violence as a means of protest.
In conclusion, Collins expressed empathy towards individuals grappling with frustrations within the healthcare system and stressed the importance of addressing these concerns constructively rather than through aggression or confrontation.
