Business Response to a Complaint
Complaint ID#:
***
Company Name:
Trover Solutions, IncCompany Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
In response to the supplemental response submitted by *** A*** (“Ms***” or “Member”), with an assigned ID of ***, Trover Solutions, Incagain attempts to clarify for Ms*** as follows: Trover Solutions, Inc(“Trover”) acts as an agent for *** to provide investigative services as allowed under her insurance contract with ***While *** knows that medical services were provided, the medical provider submits a claim form to ***, NOT the entire medical recordSo, *** does NOT know whether the injury is the result of a workers compensation situation or other potential third party liabilityUnfortunately, *** does NOT handle this type of work internallyThey contract with Trover to obtain this information, as is allowed under the policy of insurance Ms*** has with ***Trover apologizes if Ms*** misunderstands Trover’s role in the processA simple call to the toll free number or online response via Trover website can resolve this open issue
Sent on: 3/31/1:59:PM
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Trover Solutions
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the
Complaint:
*** ***
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/11/by Ms*** *** (“Ms***” or “Member”), with an assigned ID of ***, Trover Solutions, Incstates as follows: Trover Solutions, Inc(“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plansTrover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including TexasIn this case, Trover’s client is HCSC (“HCSC”)Ms***’s insurance is through *** *** ** *** (“*** IL”) which is a division of HCSC*** IL and Trover have a contractual relationship where *** IL has requested Trover provide information gathering services*** IL/HCSC has a contractual arrangement for Trover to perform subrogation and recovery services on behalf of HCSC, as allowed in its contract of insurance with *** IL members*** IL is allowed to subcontract its rights to pursue potential subrogation claimsTrover’s inquiry of Ms*** is plausible and necessary because while *** IL knows that medical services were provided, they have no information as to the cause of the injury or illness OR whether there might be a third party liable for the injuries suffered by the memberThe information sought by Trover from Ms*** in the letters she has received is supplemental to the information that has already been filed with the original claim for coverageIt is information that is necessary in order for *** IL to fully protect its rights if there might be a third party that is responsible for the medical costs paid by *** ILTrover apologizes if Ms*** misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional informationAny contention that Trover is phishing or committing some fraud, misrepresentation, or HIPAA violation is inaccurateTrover provides services at the request of Ms***’s health insurance companyTrover is not a bogus company or a fraud or scamThe inquiries are simply attempts to gather information for and on behalf of *** ILTrover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums
Sent on: 3/17/10:58:AM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have stated clearly that regardless of your relationship with my insurance company, that for futher issues related to claims for medical issues or otherwise I no longer wish to receive further correspondences from your agencyI will work with my provider directly if there are any concerns related to claim issuesDo not contact me for any reason againRegards,
*** ***
%
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I was contacted directly by *** *** and the case with Trover has been closed
Regards,
*** ***
%
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I intereacted with this complany several times, not only the October phone callI informed them several times that my injury was not work related, and to be continually asked to indicate that it was work related was offensive and inappropriteI specificaally asked the person who I spoke with if they were withholding payment so this respnce isd not true, ands the person indicated they would authorize payment. There was conversation about payment
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
To whom it may concern,
I would hope that in being affiliated with [redacted], my record would indicate
that this was not a Workman's Comp injury situation. I am requesting no further contact, and that I
will deal with [redacted] directly for future claim issues.
Thank you.
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted] [redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/15/15 by [redacted] A. [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Massachusetts. Trover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health plans. In this case, Trover’s client is [redacted] of Massachusetts (“[redacted]”). Trover is acting as an agent for Ms. [redacted]’s insurer simply contracted by [redacted] to provide investigative services as allowed under her insurance contract with [redacted]. Trover apologizes if Ms. [redacted] misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. 2. While [redacted] (and Trover) knows that medical services were provided, no information is known as to the cause of the injury/issue or whether there might be a third party liable for the injuries suffered by the member. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 3. With regard to this matter specifically, Trover’s event number is [redacted]. Trover’s request goes beyond whether the services might be related to a “Workman’s (sic) compensation injury.” The investigation conducted by Trover determines whether the [redacted] may have a right of subrogation or recovery related to claims it paid under its policy. Trover simply seeks basic information in order to determine if subrogation is an option. Trover’s letters are only seeking cooperation and additional information related the claim paid by [redacted]. 4. Trover is not a fraud or a scam. In fact, Trover’s services allow health and disability insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 3/24/2015 1:23:43 PM
Response:
In response to the Revdex.com complaint submitted on 11/03/14 by [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Massachusetts. Trover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans and third-party administrators. 2. In this case, Trover’s client is [redacted] of Massachusetts (“[redacted]”). As allowed in [redacted]’s insurance contracts with its insureds, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover is acting as an agent for Ms. [redacted]’s insurer simply contracted by [redacted] to provide investigative services as allowed under her insurance contract with [redacted]. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 4. While [redacted] (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. 5. With regard to this matter specifically, Trover sought basic information from Ms. [redacted] on behalf of [redacted]. According to the file, Trover sent the 3rd letter on 10/3/14 and a fourth letter on 10/24/14. It also appears that there was a web response received on this file. Ms. [redacted] called in on 10/25/14 (and since the 4th letter was already in the mail, that’s why she received it after she called). 6. At the beginning of the call, Ms. [redacted] was informed that the call may be recorded. In this case, it was. The call recording has been reviewed. It appears that the Trover customer service representative handled the call appropriately. Further, there was no discussion between Ms. [redacted] and the Trover representative as to the [redacted] payment of the bill. 7. There is an entry in Trover’s file that shows that at some point, unrelated to Trover’s role, Ms. [redacted] may have had a discussion with a [redacted] employee about the claim. However, after a complete investigation, Trover asked Ms. [redacted] what the surgery was for and IF she had filed any other claims related to the injury. After obtaining that information, the call was ended. There was NO discussion or encouragement to file a workers compensation claim and no discussion by any Trover employee related to whether or not this claims was to be “approved”. Trover has closed its file, has all necessary information, and no further contact with the member should be necessary.
Sent on: 11/20/2014 10:47:34 AM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Unknown
Response:
In response to the Revdex.com complaint submitted on 12/11/14 by Mr. [redacted] (“Mr. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans. Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Illinois. 2. In this case, Trover’s client is [redacted] (“[redacted]”). Mr. [redacted]’s insurance is through [redacted] of Illinois, a division of [redacted]. 3. After review of Mr. [redacted]’s statement that he called [redacted] of Illinois, Trover investigated and determined that Mr. [redacted] was incorrectly misinformed by the customer service representative that there was no affiliation between Trover and [redacted] IL. 4. [redacted] of Illinois/[redacted] do in fact have a contractual arrangement with Trover whereby Trover performs subrogation and recovery services on their behalf. 5. As specifically allowed in [redacted] of Illnois’ insurance contracts with its insureds, [redacted] IL is allowed to subcontract its rights to pursue potential subrogation claims. In this case, Trover is acting as an agent providing [redacted] IL with investigative services. The information sought by Trover is information that it is entitled to request from the insured and the insured is obligated to cooperate pursuant to the terms of their insurance policy. 6. After receiving and processing data files of paid claims provided by insurance companies (like [redacted] of Illinois), Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through insurance. 7. While [redacted] IL (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. It appears that Trover has been reviewing approximately twenty (20) [redacted] Il claims with dates of service from 4/28/14 – 11/26/2014. The information requested by Trover from Mr. [redacted] in the letters sent is supplemental to the information that has already been filed with the original claim for coverage. 8. It appears that subsequent to the filing of the Revdex.com complaint, Trover and Mr. [redacted] have spoken and Trover was given all the information it needed and has closed its files related to the dates of service at issue. Trover is not a bogus company or a fraud or scam. Trover apologizes if the member misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. The inquiry is simply an attempt to gather information on behalf of his health insurance company. Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 12/17/2014 1:09:22 PM%3
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/3/15 by Ms. [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. states as follows: 1. Trover Solutions, Inc. (“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans. Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Illinois and Florida. In this case, Trover’s client is [redacted] (“[redacted]”). Ms. [redacted]’s insurance is through [redacted] (“[redacted]”), a division of [redacted]. 2. [redacted] is allowed to subcontract its rights to pursue potential subrogation claims. [redacted] has a contractual arrangement for Trover to perform subrogation and recovery services on behalf of [redacted], as allowed in its contract of insurance with [redacted] members. While [redacted] (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. The information sought by Trover from Ms. [redacted] in the letters sent is supplemental to the information that has already been filed with the original claim for coverage. Trover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed by [redacted]. 4. Any contention that some fraud, misrepresentation, or HIPAA violation has occurred is inaccurate. Trover provides services pursuant to a written contract with [redacted] who subcontracts its rights to potential subrogation claims to Trover. Through the contractual relationship between [redacted] and Trover, Trover is a “Business Associate” of [redacted] (who is the “Covered Entity”) under HIPAA. Trover is committed to protecting confidential patient information and ensuring compliance with HIPAA’s privacy standards. All actions taken by Trover on behalf of its insurance company clients are in full compliance with HIPAA and all other applicable state and federal laws. 5. HIPAA specifically permits “Covered Entities” to seek payment of claims without a patient authorization under [redacted]). The HIPAA definition of payment includes “determinations of eligibility or coverage (including coordination of benefits or the determination of cost sharing amounts), and adjudication or subrogation of health benefit claims;” and also “review of health care services with respect to medical necessity, coverage under a health plan, appropriateness of care, or justification of charges.” HIPAA further authorizes “Covered Entities” to enter into Agreements with Business Associates to conduct services related to payment activities. See [redacted] 6. Trover is not a bogus company or a fraud or scam. Trover apologizes if Ms. [redacted] misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. The inquiry was simply an attempt to gather information for and on behalf of [redacted]. Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 3/12/2015 3:54:10 PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted March 23, 2015 by [redacted] (“Ms. [redacted]” or “Member”), with an assigned Revdex.com ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”), a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states including California, is an insurance subrogation firm who provides services to a number of the nation’s largest health plans. In this case, Trover’s client is [redacted] (“[redacted]”). Trover is not a fraud or scam, but a legitimate business engaged by [redacted]. 2. In order to keep healthcare costs low for all [redacted] members, [redacted] has contracted with Trover to review medical services provided and/or paid claims that may have been the result of an accident or injury in order to determine whether another party or insurer should be responsible for the cost of the treatment (a/k/a third party liability). As provided for in [redacted]’s insurance contracts with its insureds and employees, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes files to identify claims with potential subrogation rights. Trover’s process involves letters to [redacted] members to facilitate the exchange of information between the members and Trover customer service center to verify details related to medical claims processed through [redacted]. Trover has the basic claim information and only requests cooperation from the insured as set forth in the insured’s insurance policy. 4. The investigation conducted by Trover determines whether [redacted] has a right of subrogation or recovery related to claims it paid under its policy. The information requested of the members by Trover is supplemental to the information that has already been filed with the original claim for coverage. The information sought by Trover is information that it is entitled to request from the insured and the insured is obligated to cooperate pursuant to the terms of their health insurance policy. 5. With regard to Ms. [redacted], the facts are as follows: • The Member has been sent four (4) letters requesting that she contact our customer service department to discuss treatment for hand/wrist/limb between November, 2013 and January, 2014. As of this date, no response has been received by Trover. • Trover apologizes for any confusion that may have occurred upon receipt of our written correspondence. As outlined above, Trover’s contact letters are not phoney, are not phishing, are not an attempt to at identity theft. [redacted] contracted with Trover to obtain additional information related to potential subrogation opportunities. • Hopefully this explanation will operate to clarify who Trover is, how we represent [redacted], [redacted]’s potential rights of reimbursement, and Member’s obligation to cooperate in the future.
Sent on: 4/1/2015 11:28:16 AM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Trover Solutions have not addressed the issue of their company harassing senior citizens.
What I require for a settlement of this issue is as follows:
Trover Solutions and its related companies need to be prosecuted for violating any state or federal laws concerning harassment .
My personal/medical data needs to be deleted from their company's data base and a signed document by the CEO [redacted]. stating that they accomplished this.
Trover Solutions need to produce a document stating that they will never contact myself , [redacted] in any form, into perpetuity signed by the CEO [redacted].
Trover Solutions need to produce a document admitting guilt and apologizing for there behavior signed by the CEO [redacted].
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/23/15 by Mr. [redacted], with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Arizona. Trover is an insurance subrogation firm providing services for many of the nation’s largest health plans. In this case, Trover’s client is [redacted] (“[redacted]”). 2. Trover is not a fraudulent business or a scam. As specifically allowed in [redacted]’s insurance contracts with its insureds, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover is acting as an agent for [redacted] to provide investigative services as allowed under Mr. [redacted]’s insurance contract with [redacted]. In fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums. 3. [redacted] is contractually entitled (through rights granted in the health insurance policy) to seek additional information from its members, and is further entitled to engage an outside entity (like Trover) to perform those services on its behalf. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 4. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. While [redacted] knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member’s son. Trover apologizes if the member misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. Trover is not asking for money or anything improper. The inquiry is simply an attempt to gather information related to the cause of the illness/injury to Mr. [redacted]’s child to see if any subrogation opportunities exist for [redacted]. Everything being done by [redacted] and Trover is in full compliance with Mr. [redacted]’s insurance contract with [redacted] and in accordance with state and federal privacy laws, including HIPAA.
Sent on: 4/1/2015 11:15:15 AM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on March 11, 2015 by Ms. [redacted] (“Ms. [redacted]”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Pennsylvania. Trover is an insurance subrogation firm who provides services under contract with a number of the nation’s largest employers, health plans, and third party administrators. In this case, Trover’s client is [redacted], Inc. (“[redacted]”). 2l Trover apologizes if Mrs. [redacted] misunderstood Trover’s role or misinterpreted attempts by Trover to contact her relative to obtaining certain information on behalf of [redacted]. We hope this response will help clarify who Trover is and Trover’s right to make such contact on behalf of Mrs. [redacted]’s health insurance carrier. 3. While [redacted] knows that medical services were provided, no information is known as to the cause of the injury or illness and whether there might be a third party responsible for repaying [redacted] for the benefits provided. All information requested of the member by Trover is supplemental to the information that has already been given to the doctor / medical facility / insurance company and is in addition to the information contained with the original claim for coverage. Trover (and [redacted]) have basic claim information and request information and cooperation from the insured as required in the insured’s insurance policy. 4. Trover is not a bogus company, a fraud or a scam. [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover’s services actually allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums. There is no impact on the member’s coverage and if there is no third party responsible for the provision of medical services that was paid for by [redacted], then Trover’s file is closed. 5. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members simply to facilitate the exchange of information between the member and Trover customer service center to verify details related to medical claims process through [redacted]. The letters aren’t threatening in nature and never purport to impact loss of coverage. In this particular case, as a result of the information gathered in a call with Mr. [redacted] after the third letter, Trover obtained all necessary information and closed its file. There should be no further contact as a result of these dates of service.
Sent on: 3/17/2015 3:28:47 PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I spoke directly with a supervisor at [redacted] customer services, she indicated that Trover 'is not to ask about the patient's condition(s)'. She also indicated that [redacted] was taking this information very seriously and would be looking into it further. She also agreed with me that if [redacted] wanted Trover to know why or for what reason the patient is or had been to a specific doctor/hospital, [redacted] would tell them as part of the file-- the fact that they DO NOT release this information, shows that [redacted] does not want them having it. As per the letter mailed via USPS, Trover is only suppose to be asking about other party involvement in the payment and/or responsibility to the bill. I have never received a copy of patient privacy policy from Trover -- ALL PATIENTS SHOULD BE AWARE THEY ARE NOT REQUIRED TO SHARE THEIR MEDICAL INFORMATION WITH TROVER. THEY ONLY NEED TO PROVIDE OTHER PARTY INFORMATION REGARDING BILLING AND/OR RESPONSIBILITY. %
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I appreciate the response from Trover. I do not feel that my complaint has been resolved as my preferred outcome as noted in my original complaint is as follows: My desired settlement is that Trover Solutions close their file/information on me and please stop contacting me. I do not wish to give them any personal information and I have no reason that my medical care would need to be paid for by another party.
Regards,
[redacted]
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Trover Solutions, IncCompany Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
In response to the supplemental response submitted by *** A*** (“Ms***” or “Member”), with an assigned ID of ***, Trover Solutions, Incagain attempts to clarify for Ms*** as follows: Trover Solutions, Inc(“Trover”) acts as an agent for *** to provide investigative services as allowed under her insurance contract with ***While *** knows that medical services were provided, the medical provider submits a claim form to ***, NOT the entire medical recordSo, *** does NOT know whether the injury is the result of a workers compensation situation or other potential third party liabilityUnfortunately, *** does NOT handle this type of work internallyThey contract with Trover to obtain this information, as is allowed under the policy of insurance Ms*** has with ***Trover apologizes if Ms*** misunderstands Trover’s role in the processA simple call to the toll free number or online response via Trover website can resolve this open issue
Sent on: 3/31/1:59:PM
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Trover Solutions
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the
Complaint:
*** ***
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/11/by Ms*** *** (“Ms***” or “Member”), with an assigned ID of ***, Trover Solutions, Incstates as follows: Trover Solutions, Inc(“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plansTrover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including TexasIn this case, Trover’s client is HCSC (“HCSC”)Ms***’s insurance is through *** *** ** *** (“*** IL”) which is a division of HCSC*** IL and Trover have a contractual relationship where *** IL has requested Trover provide information gathering services*** IL/HCSC has a contractual arrangement for Trover to perform subrogation and recovery services on behalf of HCSC, as allowed in its contract of insurance with *** IL members*** IL is allowed to subcontract its rights to pursue potential subrogation claimsTrover’s inquiry of Ms*** is plausible and necessary because while *** IL knows that medical services were provided, they have no information as to the cause of the injury or illness OR whether there might be a third party liable for the injuries suffered by the memberThe information sought by Trover from Ms*** in the letters she has received is supplemental to the information that has already been filed with the original claim for coverageIt is information that is necessary in order for *** IL to fully protect its rights if there might be a third party that is responsible for the medical costs paid by *** ILTrover apologizes if Ms*** misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional informationAny contention that Trover is phishing or committing some fraud, misrepresentation, or HIPAA violation is inaccurateTrover provides services at the request of Ms***’s health insurance companyTrover is not a bogus company or a fraud or scamThe inquiries are simply attempts to gather information for and on behalf of *** ILTrover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third partiesThese recoveries act to reduce insurance premiums
Sent on: 3/17/10:58:AM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have stated clearly that regardless of your relationship with my insurance company, that for futher issues related to claims for medical issues or otherwise I no longer wish to receive further correspondences from your agencyI will work with my provider directly if there are any concerns related to claim issuesDo not contact me for any reason againRegards,
*** ***
%
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I was contacted directly by *** *** and the case with Trover has been closed
Regards,
*** ***
%
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I intereacted with this complany several times, not only the October phone callI informed them several times that my injury was not work related, and to be continually asked to indicate that it was work related was offensive and inappropriteI specificaally asked the person who I spoke with if they were withholding payment so this respnce isd not true, ands the person indicated they would authorize payment. There was conversation about payment
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
To whom it may concern,
I would hope that in being affiliated with [redacted], my record would indicate
that this was not a Workman's Comp injury situation. I am requesting no further contact, and that I
will deal with [redacted] directly for future claim issues.
Thank you.
[redacted].
%
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted] [redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/15/15 by [redacted] A. [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Massachusetts. Trover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health plans. In this case, Trover’s client is [redacted] of Massachusetts (“[redacted]”). Trover is acting as an agent for Ms. [redacted]’s insurer simply contracted by [redacted] to provide investigative services as allowed under her insurance contract with [redacted]. Trover apologizes if Ms. [redacted] misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. 2. While [redacted] (and Trover) knows that medical services were provided, no information is known as to the cause of the injury/issue or whether there might be a third party liable for the injuries suffered by the member. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 3. With regard to this matter specifically, Trover’s event number is [redacted]. Trover’s request goes beyond whether the services might be related to a “Workman’s (sic) compensation injury.” The investigation conducted by Trover determines whether the [redacted] may have a right of subrogation or recovery related to claims it paid under its policy. Trover simply seeks basic information in order to determine if subrogation is an option. Trover’s letters are only seeking cooperation and additional information related the claim paid by [redacted]. 4. Trover is not a fraud or a scam. In fact, Trover’s services allow health and disability insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 3/24/2015 1:23:43 PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
...
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Unknown
Response:
In response to the Revdex.com complaint submitted on 11/03/14 by [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Massachusetts. Trover is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans and third-party administrators. 2. In this case, Trover’s client is [redacted] of Massachusetts (“[redacted]”). As allowed in [redacted]’s insurance contracts with its insureds, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover is acting as an agent for Ms. [redacted]’s insurer simply contracted by [redacted] to provide investigative services as allowed under her insurance contract with [redacted]. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 4. While [redacted] (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. 5. With regard to this matter specifically, Trover sought basic information from Ms. [redacted] on behalf of [redacted]. According to the file, Trover sent the 3rd letter on 10/3/14 and a fourth letter on 10/24/14. It also appears that there was a web response received on this file. Ms. [redacted] called in on 10/25/14 (and since the 4th letter was already in the mail, that’s why she received it after she called). 6. At the beginning of the call, Ms. [redacted] was informed that the call may be recorded. In this case, it was. The call recording has been reviewed. It appears that the Trover customer service representative handled the call appropriately. Further, there was no discussion between Ms. [redacted] and the Trover representative as to the [redacted] payment of the bill. 7. There is an entry in Trover’s file that shows that at some point, unrelated to Trover’s role, Ms. [redacted] may have had a discussion with a [redacted] employee about the claim. However, after a complete investigation, Trover asked Ms. [redacted] what the surgery was for and IF she had filed any other claims related to the injury. After obtaining that information, the call was ended. There was NO discussion or encouragement to file a workers compensation claim and no discussion by any Trover employee related to whether or not this claims was to be “approved”. Trover has closed its file, has all necessary information, and no further contact with the member should be necessary.
Sent on: 11/20/2014 10:47:34 AM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Unknown
Response:
In response to the Revdex.com complaint submitted on 12/11/14 by Mr. [redacted] (“Mr. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans. Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Illinois. 2. In this case, Trover’s client is [redacted] (“[redacted]”). Mr. [redacted]’s insurance is through [redacted] of Illinois, a division of [redacted]. 3. After review of Mr. [redacted]’s statement that he called [redacted] of Illinois, Trover investigated and determined that Mr. [redacted] was incorrectly misinformed by the customer service representative that there was no affiliation between Trover and [redacted] IL. 4. [redacted] of Illinois/[redacted] do in fact have a contractual arrangement with Trover whereby Trover performs subrogation and recovery services on their behalf. 5. As specifically allowed in [redacted] of Illnois’ insurance contracts with its insureds, [redacted] IL is allowed to subcontract its rights to pursue potential subrogation claims. In this case, Trover is acting as an agent providing [redacted] IL with investigative services. The information sought by Trover is information that it is entitled to request from the insured and the insured is obligated to cooperate pursuant to the terms of their insurance policy. 6. After receiving and processing data files of paid claims provided by insurance companies (like [redacted] of Illinois), Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through insurance. 7. While [redacted] IL (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. It appears that Trover has been reviewing approximately twenty (20) [redacted] Il claims with dates of service from 4/28/14 – 11/26/2014. The information requested by Trover from Mr. [redacted] in the letters sent is supplemental to the information that has already been filed with the original claim for coverage. 8. It appears that subsequent to the filing of the Revdex.com complaint, Trover and Mr. [redacted] have spoken and Trover was given all the information it needed and has closed its files related to the dates of service at issue. Trover is not a bogus company or a fraud or scam. Trover apologizes if the member misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. The inquiry is simply an attempt to gather information on behalf of his health insurance company. Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 12/17/2014 1:09:22 PM%3
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/3/15 by Ms. [redacted] (“Ms. [redacted]” or “Member”), with an assigned ID of [redacted], Trover Solutions, Inc. states as follows: 1. Trover Solutions, Inc. (“Trover”) is an insurance subrogation firm providing services on behalf of a number of the nation’s largest health/disability plans. Trover is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Illinois and Florida. In this case, Trover’s client is [redacted] (“[redacted]”). Ms. [redacted]’s insurance is through [redacted] (“[redacted]”), a division of [redacted]. 2. [redacted] is allowed to subcontract its rights to pursue potential subrogation claims. [redacted] has a contractual arrangement for Trover to perform subrogation and recovery services on behalf of [redacted], as allowed in its contract of insurance with [redacted] members. While [redacted] (and Trover) knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. The information sought by Trover from Ms. [redacted] in the letters sent is supplemental to the information that has already been filed with the original claim for coverage. Trover’s process involves sending letters to members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed by [redacted]. 4. Any contention that some fraud, misrepresentation, or HIPAA violation has occurred is inaccurate. Trover provides services pursuant to a written contract with [redacted] who subcontracts its rights to potential subrogation claims to Trover. Through the contractual relationship between [redacted] and Trover, Trover is a “Business Associate” of [redacted] (who is the “Covered Entity”) under HIPAA. Trover is committed to protecting confidential patient information and ensuring compliance with HIPAA’s privacy standards. All actions taken by Trover on behalf of its insurance company clients are in full compliance with HIPAA and all other applicable state and federal laws. 5. HIPAA specifically permits “Covered Entities” to seek payment of claims without a patient authorization under [redacted]). The HIPAA definition of payment includes “determinations of eligibility or coverage (including coordination of benefits or the determination of cost sharing amounts), and adjudication or subrogation of health benefit claims;” and also “review of health care services with respect to medical necessity, coverage under a health plan, appropriateness of care, or justification of charges.” HIPAA further authorizes “Covered Entities” to enter into Agreements with Business Associates to conduct services related to payment activities. See [redacted] 6. Trover is not a bogus company or a fraud or scam. Trover apologizes if Ms. [redacted] misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. The inquiry was simply an attempt to gather information for and on behalf of [redacted]. Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums.
Sent on: 3/12/2015 3:54:10 PM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted March 23, 2015 by [redacted] (“Ms. [redacted]” or “Member”), with an assigned Revdex.com ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”), a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states including California, is an insurance subrogation firm who provides services to a number of the nation’s largest health plans. In this case, Trover’s client is [redacted] (“[redacted]”). Trover is not a fraud or scam, but a legitimate business engaged by [redacted]. 2. In order to keep healthcare costs low for all [redacted] members, [redacted] has contracted with Trover to review medical services provided and/or paid claims that may have been the result of an accident or injury in order to determine whether another party or insurer should be responsible for the cost of the treatment (a/k/a third party liability). As provided for in [redacted]’s insurance contracts with its insureds and employees, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. 3. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes files to identify claims with potential subrogation rights. Trover’s process involves letters to [redacted] members to facilitate the exchange of information between the members and Trover customer service center to verify details related to medical claims processed through [redacted]. Trover has the basic claim information and only requests cooperation from the insured as set forth in the insured’s insurance policy. 4. The investigation conducted by Trover determines whether [redacted] has a right of subrogation or recovery related to claims it paid under its policy. The information requested of the members by Trover is supplemental to the information that has already been filed with the original claim for coverage. The information sought by Trover is information that it is entitled to request from the insured and the insured is obligated to cooperate pursuant to the terms of their health insurance policy. 5. With regard to Ms. [redacted], the facts are as follows: • The Member has been sent four (4) letters requesting that she contact our customer service department to discuss treatment for hand/wrist/limb between November, 2013 and January, 2014. As of this date, no response has been received by Trover. • Trover apologizes for any confusion that may have occurred upon receipt of our written correspondence. As outlined above, Trover’s contact letters are not phoney, are not phishing, are not an attempt to at identity theft. [redacted] contracted with Trover to obtain additional information related to potential subrogation opportunities. • Hopefully this explanation will operate to clarify who Trover is, how we represent [redacted], [redacted]’s potential rights of reimbursement, and Member’s obligation to cooperate in the future.
Sent on: 4/1/2015 11:28:16 AM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Trover Solutions have not addressed the issue of their company harassing senior citizens.
What I require for a settlement of this issue is as follows:
Trover Solutions and its related companies need to be prosecuted for violating any state or federal laws concerning harassment .
My personal/medical data needs to be deleted from their company's data base and a signed document by the CEO [redacted]. stating that they accomplished this.
Trover Solutions need to produce a document stating that they will never contact myself , [redacted] in any form, into perpetuity signed by the CEO [redacted].
Trover Solutions need to produce a document admitting guilt and apologizing for there behavior signed by the CEO [redacted].
Regards,
[redacted]
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on 3/23/15 by Mr. [redacted], with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Arizona. Trover is an insurance subrogation firm providing services for many of the nation’s largest health plans. In this case, Trover’s client is [redacted] (“[redacted]”). 2. Trover is not a fraudulent business or a scam. As specifically allowed in [redacted]’s insurance contracts with its insureds, [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover is acting as an agent for [redacted] to provide investigative services as allowed under Mr. [redacted]’s insurance contract with [redacted]. In fact, Trover’s services allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums. 3. [redacted] is contractually entitled (through rights granted in the health insurance policy) to seek additional information from its members, and is further entitled to engage an outside entity (like Trover) to perform those services on its behalf. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes those files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members in order to facilitate the exchange of information between the member and Trover customer service to verify details related to the medical claims paid and processed through [redacted]. 4. The information requested by Trover from the [redacted] member is supplemental to the information that has already been filed with the original claim for coverage. While [redacted] knows that an injury occurred and that medical services were provided, no information is known as to the cause of the injury or whether there might be a third party liable for the injuries suffered by the member’s son. Trover apologizes if the member misunderstood Trover’s role and potentially misinterpreted the attempts to obtain additional information. Trover is not asking for money or anything improper. The inquiry is simply an attempt to gather information related to the cause of the illness/injury to Mr. [redacted]’s child to see if any subrogation opportunities exist for [redacted]. Everything being done by [redacted] and Trover is in full compliance with Mr. [redacted]’s insurance contract with [redacted] and in accordance with state and federal privacy laws, including HIPAA.
Sent on: 4/1/2015 11:15:15 AM
Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Trover Solutions, Inc.
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted]
Person Who Sent the...
Complaint:
[redacted]
Staff Member:
Response:
In response to the Revdex.com complaint submitted on March 11, 2015 by Ms. [redacted] (“Ms. [redacted]”), with an assigned ID of [redacted], Trover Solutions, Inc. responds as follows: 1. Trover Solutions, Inc. (“Trover”) is a duly organized corporation under the laws of the state of Delaware and is validly authorized to do business in all fifty states, including Pennsylvania. Trover is an insurance subrogation firm who provides services under contract with a number of the nation’s largest employers, health plans, and third party administrators. In this case, Trover’s client is [redacted], Inc. (“[redacted]”). 2l Trover apologizes if Mrs. [redacted] misunderstood Trover’s role or misinterpreted attempts by Trover to contact her relative to obtaining certain information on behalf of [redacted]. We hope this response will help clarify who Trover is and Trover’s right to make such contact on behalf of Mrs. [redacted]’s health insurance carrier. 3. While [redacted] knows that medical services were provided, no information is known as to the cause of the injury or illness and whether there might be a third party responsible for repaying [redacted] for the benefits provided. All information requested of the member by Trover is supplemental to the information that has already been given to the doctor / medical facility / insurance company and is in addition to the information contained with the original claim for coverage. Trover (and [redacted]) have basic claim information and request information and cooperation from the insured as required in the insured’s insurance policy. 4. Trover is not a bogus company, a fraud or a scam. [redacted] subcontracts its rights to pursue potential subrogation claims to Trover. Trover’s services actually allow health insurance companies to be reimbursed by responsible parties for claims paid on injuries that are the responsibility of third parties. These recoveries act to reduce insurance premiums. There is no impact on the member’s coverage and if there is no third party responsible for the provision of medical services that was paid for by [redacted], then Trover’s file is closed. 5. After receiving and processing data files of paid claims provided by [redacted], Trover analyzes files to identify claims with potential subrogation rights. Trover’s process involves sending letters to [redacted] members simply to facilitate the exchange of information between the member and Trover customer service center to verify details related to medical claims process through [redacted]. The letters aren’t threatening in nature and never purport to impact loss of coverage. In this particular case, as a result of the information gathered in a call with Mr. [redacted] after the third letter, Trover obtained all necessary information and closed its file. There should be no further contact as a result of these dates of service.
Sent on: 3/17/2015 3:28:47 PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I spoke directly with a supervisor at [redacted] customer services, she indicated that Trover 'is not to ask about the patient's condition(s)'. She also indicated that [redacted] was taking this information very seriously and would be looking into it further. She also agreed with me that if [redacted] wanted Trover to know why or for what reason the patient is or had been to a specific doctor/hospital, [redacted] would tell them as part of the file-- the fact that they DO NOT release this information, shows that [redacted] does not want them having it. As per the letter mailed via USPS, Trover is only suppose to be asking about other party involvement in the payment and/or responsibility to the bill. I have never received a copy of patient privacy policy from Trover -- ALL PATIENTS SHOULD BE AWARE THEY ARE NOT REQUIRED TO SHARE THEIR MEDICAL INFORMATION WITH TROVER. THEY ONLY NEED TO PROVIDE OTHER PARTY INFORMATION REGARDING BILLING AND/OR RESPONSIBILITY. %
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I appreciate the response from Trover. I do not feel that my complaint has been resolved as my preferred outcome as noted in my original complaint is as follows: My desired settlement is that Trover Solutions close their file/information on me and please stop contacting me. I do not wish to give them any personal information and I have no reason that my medical care would need to be paid for by another party.
Regards,
[redacted]
 %3