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.
I got two statements for my visit to The Pain
Institute. Is this a mistake?
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.
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.
What should I do when I receive a statement?
A. Please look over your statement carefully. It will include
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.
What if I think there is an error on my statement?
A. Call our office at (502) 326-9729, or e-mail your question
We'll be happy to help with any concerns you may have.
What insurance does The Pain Institute accept?
A. We accept a wide range of insurance plans. Please click
here to see a complete list.
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.
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
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.
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.
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:
Check that we have the correct insurance
information and the correct mailing address
for the company;
Contact the insurance company to help
resolve the problem. Get the name,
phone number and fax number of the
person handling your claim, and provide
it to our billing office, so that we
can route communications directly to
the right person.
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.
I got authorization from my insurance company
for my treatment, but then they denied my claim.
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.
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