My wife and I have a pretty decent health insurance policy with a large insurer. My wife has monthly telehealth appointments with her provider. Every month the insurer screws up the billing. Every month my wife gets furious and has to deal with long hold times, and trying to correct the error through customer service. This isn’t a large dollar amount, but it’s every month and so adds up.

She has tried to escalate the issue multiple times. Everyone agrees that it’s wrong and will get fixed in x days, or will call back in x days, blah, blah, blah. It never happens, time is wasted. Eventually it gets corrected and resolved, and then they screw it all up again the following month with the next charge.

She’s at her wit’s end. How would you proceed with trying to resolve this issue permanently so future appointments don’t create the same problem? I don’t think the dollar amount is enough to justify a lawsuit. She is certainly stressed, frustrated and has wasted many hours on hold and having conversations that go nowhere. Our state has an Ombudsman’s office for insurance complaints and I think that might be our next step, but I’d be curious if any of you have dealt with something similar? If you’ve found solutions and/or if you have some suggestions for the best next steps?