ANY help with this issue appreciated

I am not sure if the issue is with the insurance company or the surgeons office. My insurance is Anthem PPO. On August 23 I completed all my presurgical requirements. The surgeons office faxed everything to Anthem on 8/24, and reportedly again on 9/19 and 9/25. As of 9/24 Anthem had received nothing. Since the morning of 9/25 I have not been able to get through to predetermination or my surgeons financial counselor. Neither will return my calls (not that either of them have ever been good about returning calls). I have tried to confirm that the financial coordinator at the surgeons office has the correct fax number and she told me that she was sure she had the right number, it is on all the paperwork they are required to fill out and would not take the number I had. I do not know if they are the same or not. I am so frustrated and don't know what to do next. Should I just keep hounding them (insurance and the financial coordinator), should I try and get around the financial coordinator and contact the surgeons nurse directly? Any suggestions welcome. Thanks

I would keep calling the insurance company, and I would call and ask for the Office Manager at your surgeons office.  The Office Manager is the person who keeps the paperwork flowing and handles all issues regarding the office functions.

If I were you I would get the information and certify mail it to your insurance company.  That way they have to sign for it and you would KNOW that they had recieved it!! Good luck and hope all turns out well!! DON'T GIVE UP!!!

Anthem is NOTORIOUS for losing documentation - One thing that is essential is every single page has to have your ID# on it - make sure the surgeon's office writes that on the top of each and every page.   Then, call the customer service number on your card and ask the 1st agen you get, for the status - if he/she tells you the documentation is not on file, ask to speak to a next level rep. - and make sure you get the reference # for the call (and the agents name).  Explain to the new rep what you have written here about them stating they do not have the info -  and ask them to look in their SCANNED DOCUMENTS and see if your paperwork is there by chance.  ( a lot of times the higher level reps are better at finding things) I work as a insurance billing rep with Anthem only, so I know what pain's in the rears they can be - if you don't get any  resolution, with the above, go to the surgeon's office and ask them for the name of their Anthem field rep - you can usually email them by typing :  first name . last name @ anthem.com   -- maybe you can get some resolution that way. Best wishes... Lori