McKesson Patient Care Solutions Inc

July 22, 2015*** *** ***Revdex.com*** *** *** *** *** *** ***Re: Case #*** Dear *** ***:Thank you for receiving this response after the date of your original requestWe had trouble locating this business record because the name of the
person that wrote you is not the same as the name of the person receiving service from us (and whose name is on the relevant business records).McKesson Patient Care Solutions Inc(MPCS) is a provider of a wide variety of medical equipment and supplies, and it strives to provide high quality services and productsMPCS regards any complaints very seriouslyWe did want to thoroughly review and research this case in order to provide a complete and satisfactory response and to learn whether any issues can be corrected for the future.In regard to *** ***’s complaint filed with the Revdex.com (Case #***), our records show a different sequence of events from *** ***’s understandingA summary of our records are belowRegardless, in consideration of the complexity of this particular issue, on June we processed a refund to his credit card for $169.15.The initial issue was caused by inaccurate information from the health insurance planThe Affordable Care Act of (ACA) mandated that most health plans cover *** pumps for expectant women***, the eligibility and verification service for *** ***’s Blue Cross Blue Shield health plan, indicated that a *** pump would be covered in full for the *** familyMPCS did not re-verify coverage prior to shipping, because most plans are mandated to cover this product, and ***’s confirmation of full coverage was the expected responseHowever, upon claim filing, the claim was denied, and MPCS was later told that *** ***’s plan was one of the unique plans that is exempt from ACA mandatesPrior to learning this, MPCS re-filed the claim because of the unexpected denialThis time the health plan processed the claim, but our records show that the insurance did not pay MPCS, citing a deductibleWe believed that this was a claims processing error by the health plan, because the *** pump shipped Dec so new benefits and a new deductible should not have appliedIn researching the conflict between the original denial and the subsequent processing with deductible, the unique nature of *** ***’s plan not covering mandated benefits was discovered, and MPCS generated an invoice to the *** family for $on April 13, 2015.In retrospect, MPCS should have called *** *** to explain the invoice before it was mailed, months after the first claim filingWe certainly understand his frustration with being presented with an invoice on that timelineAs we mentioned, in light of this, we have credited his credit card account.We very much appreciate being aware of the experienceWhile it is rare to have a claim issue that has this complexity, we will use the information that has been provided to assess our service and further continual improvement in billing and accounts receivable.If I can be of further assistance to you in any way, please contact me at ***.Lisa M***SrDirector, Government Programs Compliance ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My reason is that on February 9th, I received a phone call from Paula S[redacted] of McKesson which went to my voice mail.  I immediately returned the call and spoke to her.  She apologized to me for the mixup and said they would issue a credit to close out this invoice.  Today, March 2nd, I have received yet another invoice from them.  I called Paula S[redacted] and received her voice mail.  I left her a message with my name and account number asking her to return my call.  Realizing that I failed to leave my phone number, I called back and once again got her voice mail.  I then left my name, account number and phone number.  I am awaiting to hear from her.I totally agree with what McKesson said in their response about my insurance being canceled for the month of July 2016, and the reason is that I had not my share of cost for that month.  What they did not say that is what matters.  My order was placed when I had reached my share of cost for the month.  They delayed shipment and then submitted the bill to the Medicaid in July 2017.  Additionally they will not even take an order unless I have met the share of cost.  This is verified by their office each time an order is placed and since I had met the share of cost and Medicaid would pay for it in the month of June, they processed my order.  I have spoken to several people within McKesson regarding this.  None are willing to accept blame or to acknowledge the mistake was on their end, except for my conversation with Paula S[redacted].  But it appears as if something went amiss in getting that handled in a timely manner.I wish this to remain open until such time as this invoice is handled by McKesson.  They are the one that made the mistake.  Not me.
Regards,
[redacted]

September 11, 2015Ms. [redacted]Revdex.com[redacted]Re: Case #[redacted]Dear [redacted]:Thank you for allowing us to have additional time to review and respond to this issue. McKesson Patient Care Solutions Inc. (MPCS) strives to...

provide the highest quality services and products and considers any customer concern of the highest importance.Therefore, in regard to the complaint filed with the Revdex.com (Case #[redacted]), we have investigated the issue and were unable to identify a specific system issue, but we regard this circumstance as an issue with a manual accounting process used for applying payments. As a result, we are going to continue to monitor processes, including how products are shipped and billed when expedited shipping is requested, so that we can assess whether this customer’s issue was an isolated issue or has occurred (or is likely to occur) to others.In the meantime, MPCS has updated the account to reflect full payment for the product and the shipping, and further invoicing should not occur.MPCS is focused on continually improving its processes to help ensure overall customer satisfaction. That being said, we appreciate the feedback provided so that we could better address our overall process and prevent similar issues in the future.Should you have any questions, please do not hesitate to contact me at [redacted].Sincerely,Meredith H[redacted]Manager, Government Programs Compliance

August 23, 2016VIA FIRST CLASS MAILMs. [redacted]The Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Complaint Case #[redacted]Dear Ms. [redacted],McKesson Patient Care Solutions Inc. (MPCS) received the letter date 08/10/2016 that outlines the complaint cited in case number...

[redacted]. MPCS considers any customer concern of the highest importance and appreciates the opportunity to respond to the concerns expressed by this customer.It appears that the customer spoke with an MPCS Manager, and reported concerns regarding an outstanding balance of $416.10. After review of his account and the circumstances reported, the customer’s account was adjusted on 06/24/2016 to show no balance due. According to our records, it appears that the last statement generated was dated 06/14/2016, which falls prior to this adjustment. However, as of 08/23/2016, the customer’s account shows now outstanding balance.MPCS is focused on continued improvement to help ensure quality service and overall customer satisfaction. We regret any inconvenience caused, and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely, Meredith H[redacted]Manager, Government Programs Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do appreciate both the Revdex.com and McKesson for working together to get this misunderstanding resolved.  In addition, I wish to especially thank them for responding in writing that this situation has been completely resolved.
Regards,
[redacted]

Review: I was sent blue foot pads for my feet in a small to medium box with no invoice, a month later I received a bill in the mail for $416.10. Never in my wildest dreams did I think the blue pads were $1,345.50 dollars, in which the insurance company paid$ 929.40 of it . I would have sent back these pads if I had know how much they were. I called so many times to McKesson patient care solutions with no avail. Everyone passing the buck not my dept not my department we will get back to you nothing ever getting done and this has been going on for a few months and evan the Docter who prescribed these blue pads has called himself his office manager has called and he is no longer using this company because of this. His name is Dr [redacted] of Wesley Chapel . You can not send a package and then a month later send a bill oh by the way this is million dollars . I use a foot cream and it comes from a pharmacy that delivers it , they call for my authorization for $15 dollars everytime they are going to send it ! This order for blue pads no one ever called no one ever had my authorization to bill $1,345.50. It is outrageous to send a bill a month later for this absurd amount.Desired Settlement: I would like the remaining balance waived , or the full amount refunded back to the insurance company and the balance cancelled , they never had my authorization .

Business

Response:

August 23, 2016VIA FIRST CLASS MAILMs. [redacted]The Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: Complaint Case #[redacted]Dear Ms. [redacted],McKesson Patient Care Solutions Inc. (MPCS) received the letter date 08/10/2016 that outlines the complaint cited in case number [redacted]. MPCS considers any customer concern of the highest importance and appreciates the opportunity to respond to the concerns expressed by this customer.It appears that the customer spoke with an MPCS Manager, and reported concerns regarding an outstanding balance of $416.10. After review of his account and the circumstances reported, the customer’s account was adjusted on 06/24/2016 to show no balance due. According to our records, it appears that the last statement generated was dated 06/14/2016, which falls prior to this adjustment. However, as of 08/23/2016, the customer’s account shows now outstanding balance.MPCS is focused on continued improvement to help ensure quality service and overall customer satisfaction. We regret any inconvenience caused, and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely, Meredith H[redacted]Manager, Government Programs Compliance

Review: One year ago I received an invoice for a medical supply item costing $20.79. I called the company explaining that I had never dealt with this company and why was I being billed for products they did not provide. I was told they had purchased a company in Florida that had provided service to me in 2014, I explained that any co-pay cost was paid and that I owed nothing to this new company. I have made several phone calls trying to resolve this issue without satisfaction, my last phone call was in June of 2016 explaining that my next course of action would be a complaint to the Revdex.com. This company has harassed me for 1 year over an invoice for $20.79 that was already 2 years old when they started this action. Thank You!Desired Settlement: No further contact with this company or it's affiliates.

Business

Response:

June 28, 2016VIA FIRST CLASS MAILMs. [redacted]The Revdex.com[redacted]RE: Complaint Case #[redacted]Dear Ms. [redacted],McKesson Patient Care Solutions Inc. (MPCS) received your letter dated 06/14/2016 that outlines complaint case number [redacted]. MPCS strives to provide the highest quality services and products and considers any customer concern of the highest importance.MPCS is a provider of medical equipment that receives orders and referrals from physicians for medical products, dispenses products directly to individuals and bills insurances on the individuals’ behalf when they assign benefits to MPCS. Upon reviewing the customer’s concerns, it appears that MPCS had two addresses listed for this customer -one in the state of Florida and a P.O. Box in Ohio. According to the shipping records, the supplies were shipped, delivered and received at the Florida address. As a result, the customer’s insurance was billed, and the benefit copayment was applied to the customer’s account, which resulted in the customer’s balance of $20.79.As indicated in the complaint, it appears that the customer did not receive his supplies. As a result, MPCS will process a credit to his insurance, and has credited $20.79 to his account. Therefore, he should not receive any additional statements from MPCS moving forward.MPCS regrets any inconvenience this caused, and is focused on continued improvement to help ensure quality service and overall customer satisfaction. We appreciate the opportunity to respond and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely,Meredith H[redacted]Manager, Government Programs Compliance

Review: I require fitted orthopedic shoes and started the process on March 13 with my prescription and a fitting. I have used these for years and they usually take 6-8 weeks to be completed with intervening steps. It is now over 13 weeks. Each step has been delayed and I have waited patiently. In the last 6 weeks I have been given delivery dates that were always postponed. I have talked to their customer service representatives on many occasions with no success. Today I was told they are looking into it and would finally escalate the issue. I was happy to hear this but still do not have my shoes.Desired Settlement: That the requisite shoes be delivered for me to inspect, try on and accept delivery.

Business

Response:

July 22, 2015[redacted]Revdex.com[redacted]Re: Case #[redacted] Dear [redacted]:Thank you for granting us additional time to respond to this correspondence. With summer vacation schedules, it took me a little longer to collect the information needed for a complete response. We appreciate the opportunity to respond to Mr. [redacted]s complaint.McKesson Patient Care Solutions Inc. (MPCS), formerly National Rehab Equipment, Inc., strives to provide high quality services and products, and we are concerned that Mr. [redacted] did not have a satisfactory experience. MPCS considers each complaint very seriously to understand the root cause of any issue so that it can learn whether any issues can be corrected for the future.We were able to essentially confirm the issues noted by Mr. [redacted], although our records indicate that Mr. [redacted] called April 2, 2015 to initiate the order for orthopedic shoes. Our records also show that 10 days of the delay involved the Easter weekend and scheduling in an office location chosen by Mr. [redacted], and there were only 21 days between the first clinical appointment (April 16) and the appointment for a trial fit of the shoes (May 7). On May 12 the shoes were sent to a cobbler named [redacted] in Virginia. Typically, cobbler services take one month to complete. MPCS did make repeated follow ups to [redacted] during the month of June with no success and ordered a second pair of shoes from another manufacturer in case the first set was lost. Finally, in late June, MPCS was able to ascertain that the cobbler had been hospitalized unexpectedly for an extended period of time.Since the date of Mr. [redacted]s complaint, the shoes arrived from [redacted] on July 2, 2015. MPCS called Mr. [redacted] and scheduled him that afternoon in the office location of the April 16 visit and messengered the shoes to that office for same day fitting.We believe that Mr. [redacted]s experience is an unusual event. However, MPCS will carefully monitor the performance of [redacted] to assess turnaround time. Unfortunately, there are not a wide variety of cobblers available for this specialized service, and MPCS’s experience is that there is a one-month minimum wait for the final stage of preparation for this product regardless of cobbler chosen. MPCS will try to more clearly emphasize the timeline to patients.If I can be of further assistance to you in any way, please contact me at [redacted].Sincerely,Lisa M[redacted]Sr. Director, Government Programs Compliance [redacted]

Review: National Rehab Equipment Inc apparently is a company that supplies doctor's offices with all types of equipment. They however charge for wrist brace the extreme amount of $230.00, something that you can buy at every drug store or online for the reasonable amount of $13.00 - $42.00 (please, see the website below for reference). Nobody from the doctor's office had advise that and now I received a bill from National Rehab Equipment Inc. in the amount of $139.88. When I contacted them, they said that they are not taking the wrist brace back as it was worn more then 2 days (it was worn 7 days) and this is the allowable amount that they can charge the insurance and I have to pay the bill. The doctor's office said that even though they did not put the cast correctly and did not advise of the price for the wrist brace, they will not pay the bill, it is my responsibility. I just want the doctor's office to pay the bill!!!If you need a wrist brace or something else, ask the doctor's office for the price it will cost you before taking it!!!http://[redacted]Desired Settlement: I would like for the doctor's office to pay the bill. Also somebody needs to audit National Rehab Equipment Inc. and stop them for selling products for 10 times their price and rip off people.

Business

Response:

Review: We used McKesson to get a [redacted] pump that would be covered by our health insurance. After providing McKesson our insurance information they informed us of what [redacted] pumps would be covered under our insurance. They also indicated that we could upgrade to various other models for a nominal fee. We chose to go with the basic model as there would be no upgrade charge and we assumed would be covered 100% by our insurance.

We received the [redacted] pump and were satisfied with the product; however, 4 months later we received a bill for $169.15. This bill and amount was truly perplexing as we were under the impression it would be 100% covered by our insurance. The exact [redacted] pump model we received can be purchased for a retail price of ~$150 which made us think our insurance didn't cover anything.

After checking with our insurance we have learned they did indeed cover the [redacted] pump and paid McKesson $250.85 for it. This means according to McKesson a [redacted] pump that we could purchase anywhere else for $150 costs $420 when purchased through them (that is a 280% markup compared to retail). I'm impressed our insurance company even paid them $250 as this is a 160% markup. If we had know what McKesson was going to actually charge us we would have never gotten the [redacted] pump through them as it is costing us more than just purchasing it ourselves.

Their sales technique was to give us the false impression that the [redacted] pump would be 100% covered by our insurance and wait for the other shoe to drop months after we received and used the product. We had no idea McKesson would apply such a markup to a product to milk not only our insurance company for money but us as well. I shutter to think how much McKesson would have charged for the upgraded models.Desired Settlement: We would like a refund of $169.15 (the amount billed to us).

Additionally, we want to see them change their sales process and provide transparent pricing upfront so the customer can decide if they wish to use their services.

Business

Response:

July 22, 2015[redacted]Revdex.com[redacted]Re: Case #[redacted] Dear [redacted]:Thank you for receiving this response after the date of your original request. We had trouble locating this business record because the name of the person that wrote you is not the same as the name of the person receiving service from us (and whose name is on the relevant business records).McKesson Patient Care Solutions Inc. (MPCS) is a provider of a wide variety of medical equipment and supplies, and it strives to provide high quality services and products. MPCS regards any complaints very seriously. We did want to thoroughly review and research this case in order to provide a complete and satisfactory response and to learn whether any issues can be corrected for the future.In regard to [redacted]’s complaint filed with the Revdex.com (Case #[redacted]), our records show a different sequence of events from [redacted]’s understanding. A summary of our records are below. Regardless, in consideration of the complexity of this particular issue, on June 16 we processed a refund to his credit card for $169.15.The initial issue was caused by inaccurate information from the health insurance plan. The Affordable Care Act of 2009 (ACA) mandated that most health plans cover [redacted] pumps for expectant women. [redacted], the eligibility and verification service for [redacted]’s Blue Cross Blue Shield health plan, indicated that a [redacted] pump would be covered in full for the [redacted] family. MPCS did not re-verify coverage prior to shipping, because most plans are mandated to cover this product, and [redacted]’s confirmation of full coverage was the expected response. However, upon claim filing, the claim was denied, and MPCS was later told that [redacted]’s 2014 plan was one of the unique plans that is exempt from ACA mandates. Prior to learning this, MPCS re-filed the claim because of the unexpected denial. This time the health plan processed the claim, but our records show that the insurance did not pay MPCS, citing a deductible. We believed that this was a claims processing error by the health plan, because the [redacted] pump shipped Dec 2014 so 2015 new benefits and a new deductible should not have applied. In researching the conflict between the original denial and the subsequent processing with deductible, the unique nature of [redacted]’s 2014 plan not covering mandated benefits was discovered, and MPCS generated an invoice to the [redacted] family for $169.15 on April 13, 2015.In retrospect, MPCS should have called [redacted] to explain the invoice before it was mailed, 4 months after the first claim filing. We certainly understand his frustration with being presented with an invoice on that timeline. As we mentioned, in light of this, we have credited his credit card account.We very much appreciate being aware of the experience. While it is rare to have a claim issue that has this complexity, we will use the information that has been provided to assess our service and further continual improvement in billing and accounts receivable.If I can be of further assistance to you in any way, please contact me at [redacted].Lisa M[redacted]Sr. Director, Government Programs Compliance [redacted]

Review: For approximately 1 month now, prior to Christmas 2015, I have been attempting to get my [redacted] bags with an access window. After several phone calls and a physicians visit for information the company stated they needed, I finally received the bags on Jan. 22, 2016. But no access windows. The customer service representative named Nancy specifically told me they had the access windows in stock and would be sending them with the bags. When I called back and asked about the missing access windows, I was given a run-a-round that they do not carry them, but they are located in another division of McKesson. When I was with a home health agency they ordered my supplies through this company and received both the bags and the access windows.Desired Settlement: I would like the access windows delivered to me as previously stated by the customer representative and for the company to stop lying to their customers.

Business

Response:

February 5, 2016Ms. [redacted]The Revdex.com[redacted]RE: Complaint Case #[redacted]Dear Ms. [redacted],McKesson Patient Care Solutions Inc. (MPCS) received the letter dated 01/22/2016 and appreciates the opportunity to review and respond. MPCS strives to provide the highest quality services and products and considers any customer concern of the highest importance.MPCS is a provider of medical equipment that receives orders and referrals from physicians for medical products, dispenses products directly to individuals and bills insurances on the individuals’ behalf when they assign benefits to MPCS. In addition, MPCS is a subset of the larger corporation, which consists of several other businesses, including but not limited to wholesale distribution. As a result, it may appear that certain products are available through MPCS, but may only be available through wholesale distribution.Therefore, in regard to the complaint filed with the Revdex.com (Case #[redacted]), there appears to have been a lack of clarity and communication regarding the ability for MPCS to provide the product directly to the individual in the size requested. As a result, MPCS Management will be re-educating staff where necessaiy to prevent future communication issues and to improve the overall customer ordering process. Further, MPCS Management has reached out to the customer to assist in providing an appropriate, available product and to provide a point of contact for a more immediate response.MPCS is focused on continued improvement to help ensure quality sendee and overall customer satisfaction. We appreciate the opportunity to respond and will continue to evaluate processes so that similar issues may be prevented in the future.Sincerely,Meredith H[redacted]Manager, Government Programs Compliance

Review: I purchased a [redacted] pump from McKesson Patient Care solutions in April. We paid for it in it's entirety and received a receipt. Since then, however, I have gotten a bill monthly for the shipping charges. Each time I contact McKesson, they they me that I do not owe them any money and that they will fix the billing issues, however, I continually get bills nevertheless.

I have gotten a bill every month since the time of purchase, mailed to me. I have called McKesson once in May and emailed the sales rep who sold me the pump on June 3rd, June 29th, and July 29th. Each time they say the problem will be resolved since I do not owe any money, but every month I receive another bill stating that my payment is overdue.Desired Settlement: I would like this bill adjusted and I would like the bills to stop arriving at my house. I have contacted them a total of 3 times before today and each time they tell me the problem will be fixed. At this point, I consider this a form of harassment.

Business

Response:

September 11, 2015Ms. [redacted]Revdex.com[redacted]Re: Case #[redacted]Dear [redacted]:Thank you for allowing us to have additional time to review and respond to this issue. McKesson Patient Care Solutions Inc. (MPCS) strives to provide the highest quality services and products and considers any customer concern of the highest importance.Therefore, in regard to the complaint filed with the Revdex.com (Case #[redacted]), we have investigated the issue and were unable to identify a specific system issue, but we regard this circumstance as an issue with a manual accounting process used for applying payments. As a result, we are going to continue to monitor processes, including how products are shipped and billed when expedited shipping is requested, so that we can assess whether this customer’s issue was an isolated issue or has occurred (or is likely to occur) to others.In the meantime, MPCS has updated the account to reflect full payment for the product and the shipping, and further invoicing should not occur.MPCS is focused on continually improving its processes to help ensure overall customer satisfaction. That being said, we appreciate the feedback provided so that we could better address our overall process and prevent similar issues in the future.Should you have any questions, please do not hesitate to contact me at [redacted].Sincerely,Meredith H[redacted]Manager, Government Programs Compliance

Review: My home care nursing service contacted National Rehab to confirm that their services were in network under my insurance plan. National Rehab stated they were, and that all products ordered through them were covered 100% with no deductibles or co-pays. I called National Rehab to verify this and was told the same thing. Over the next few months, my nurse ordered supplies through National Rehab. The nurse determined what was needed and National Rehab determined the brand. I had no input into which product National Rehab sent. Each shipment arrived with an invoice listing the products sent, but no prices. Each invoice stated, in bold, that per my insurance, the shipment was covered 100%. A few months later (after several shipments containing the same invoice and after products were used), I received a bill informing me that they were wrong about the insurance and were charging me full mark up prices on the products. Normally, the business will send the bill with the highly inflated prices knowing that the insurance will only pay a portion of it according to their contract. Not only did National Rehab expect me to pay for products they repeatedly told me were fully covered with no expense to me-- products I did not select and were not told prices-- but they were charging me the fully inflated marked up price, not the lower amount they would have received from the insurance company!! Had I known what they were going to charge, I never would have placed any orders from them because the supplied could have been purchased elsewhere at significantly lower rates. The only reason why the products were ordered through them was based on their representations that all supplies were fully covered at no charge to me. To settle the matter, I even called them and offered to pay wholesale price so they could break even but no one called me back to discuss it. They are now threatening collection and stating they will report my non payment to the credit bureaus even though they caused the problem.Desired Settlement: I should not have to pay for products they assured me were fully covered with no expense to me, especially since they never told me prices, are charging fully inflated marked up charges, I had no input into products sent, and they waited several months to inform me of their error (after several shipments and after products used).

Business

Response:

I asked our AR Department to look into this and received the response below. For efficiency reasons it would be easier if [redacted]communicated directly with National Rehab. She can contact Team Leader-[redacted] at ###-###-#### or via email at [redacted]

Thank you for your service to the community.

[redacted], Compliance & Ethics, ###-###-####, ext [redacted]

[redacted]-

I took a look at the account for patient [redacted] At the time of service NRE verified the benefits with a representative at the insurance company who stated that the patient was covered at 100% with no deductible and no out of pocket. This is the information that was printed on the paperwork for the patient as well as the information that NRE relayed to the patient. It was discovered through the EOB’s that we received from the insurance company that the supplies we billed for are falling under the medical supplies benefit for this patient. Per that benefit with the patients insurance the patient is subject to a deductible because the patient does not have in network benefits for medical supplies. As a result of the EOB’s the balances for the DOS that NRE provided to the patient were billed to her as deductible due. I placed a call to [redacted] Insurance and spoke with [redacted]. Per [redacted] the specific [redacted] codes that NRE billed for are falling under the medical supplies benefits for this patient. However, [redacted] could not tell me if the specific [redacted] codes were verified at the time of the initial verification and our notes in Mesta lack that information as well. I am going to appeal the claims that were sent to [redacted], as this was suggested by the representative that I spoke with, simply stating that at the time of verification NRE was quoted that the patient would be covered at 100% and the insurance company failed to mention that the particular [redacted] codes that we were billing for was subject to a deductible.