Statement FAQ's

Many of our patients have questions about their statements or about their account. This section provides answers to the most frequently asked questions, and provides links to other areas of our web site which may be helpful.

Q. I got two statements for my visit to The Pain Institute. Is this a mistake?

A. No. Like any hospital or outpatient health care center, the Louisville location of The Pain Institute charges for use of our facilities separately from any charges for provider's services. That means you will receive one statement showing The Pain Institute charges, and another reflecting fees for provider's services.

Q. I have insurance to cover my treatment at The Pain Institute. So why am I getting a statement?

A. All of our patients receive statements of account, regardless of their insurance situation. Your statement keeps you informed about the status of your account and the process of your insurance claim. It also lets you verify that we have necessary and correct information about your insurance.

Q. What should I do when I receive a statement?

A. Please look over your statement carefully. It will include an explanation sheet to help you understand the information shown.As you review your statement, make sure that all the information shown is correct, particularly in regard to your insurance coverage.We will usually have information about your primary medical insurance; but in some cases it is necessary for us to send billings to a different insurer. For example, your condition may have been caused by an accident which is covered by automobile insurance, or an on-the-job injury, subject to workers' compensation. It is important for you to tell us, so that we can direct our bill to the appropriate insurer.

Q. What if I think there is an error on my statement?

A. Call our office at (502) 326-9729, or e-mail your question to billing@thepaininstitute.com. We'll be happy to help with any concerns you may have.

Q. What insurance does The Pain Institute accept?

A. We accept a wide range of insurance plans. Please click here to see a complete list.

Q. If my insurance plan isn't shown on your list, what should I do?

A. First, check with your insurance company. Other plans will sometimes grant The Pain Institute in-network privileges because of our specialized services.You can also contact our pre-certification department. We will try to obtain information about your coverage and any options available to you.

Q. My pain is a result of injuries from an auto accident. How do I find out if the automobile insurer will pay for my treatment?

A. If your injuries were from an auto accident or workplace mishap, which may be covered by automobile insurance or workers' compensation, please let us know. Contact the pre-certification department and give us your case number, claim number and claim adjuster's name and phone number

.Q. What do I do if my insurance changes?

A. You can e-mail us your new insurance information, if you like. Be sure to bring your new card at your next visit, so we can make a copy for our files. Or if you prefer, fax a copy of the front and back of the card to the billing department at (502) 423-7366.

Q. My insurance company hasn't yet paid my bill. What might be the problem?
A. We bill your insurance company promptly, but the speed with which they pay varies. Your claim may simply not have been processed yet.You can help by contacting the insurance company and asking about the claim. If payment has been held up for a particular reason, you may be able to resolve the problem by phone at that time.

Q. I just received a bill that shows I am responsible for payment, even though my insurance should cover my treatment. What should I do?
A. Sometimes insurance companies are slow to process a claim. If your bill goes unpaid for more than 60 days, you will receive a statement showing that you are now responsible for payment. If this occurs, you should:

Q. I received a delinquency notice over an unpaid bill. What does this mean?

A. If your insurance company fails to pay your bill for more than 60 days, you first receive a bill showing that you are responsible for payment. If the bill remains unpaid, you will receive a delinquency notice. If you receive such a notice, please contact our office immediately to make payment arrangements. If you have been working with us to resolve an insurance problem, we will enter a note in the computer and suspend action on the delinquency until a decision is reached. Remember, although we bill your insurance company promptly, there are limits on what we can do to expedite payment. You may need to contact the company directly in order to resolve the problem.

Q. I got authorization from my insurance company for my treatment, but then they denied my claim. What happened?

A. This occurrence is surprisingly common. An insurance company may authorize treatment, but this does not necessarily mean that they have agreed to pay for it.We suggest that you check your coverage and verify that the company will pay for the treatment, at the time you request authorization.

Q. What types of payment do you accept?

A. In addition to cash, check, or money order, we accept MasterCard, Discover and Visa. If you wish, you can click here to make a secure payment on-line with your credit card.