What do you do when a client you sold health insurance to claims there was a billing issue?

1.  Verify the information by having them fax you a copy of their bank statement over to you.  Over half of clients figure things out without you having to go any further.  I can't begin to tell you how many times the client has been wrong.

2.  Review the companies billing procedures to make sure that you didn't make any mistakes in signing the client up according to their billing policies. 

3.  Contact the insurance company if there has been a mistake.

4.  Remember that it is never worth hurting or ruining a relationship because of small mistakes.  Everyone knows that everyone has made a mistake in their life and that everyone deserves the benefit of the doubt.  The way to not make very many mistakes is to never assume anything until you have all of the facts.  Assure the client that you will resolve the issues in a timely matter and that this is of the highest priority for you. 

5.  Keep the client posted of any progress good or bad from the insurance company.    Let them know that we don't make any assumptions about anything.  EVERY insurance company has made a billing mistake and I guarantee you this client has had other billing issues with other companies outside of the health insurance industry where there was a billing mistake. 

6.  Remain calm during this whole process.  If they notice you getting frustrated they too will get even more frustrated as this is often a way to test your ability to deal with stress.  If they see you getting frustrated or taking sides with you on the phone by bad mouthing the insurance company, before getting documentation of the mistake, then they will discredit you for encouraging them to get the policy.