Aetna (also complaining against MinutemanClinic of Texas) They Can Record You But You Can't Record Them Lexington, KY Nationwide

How do you get information to appeal the denial of a health insurance claim?

If you read the letters they send you, they're required to give you "evidence" they've collected so you can fight your denial. And wouldn't audio recordings be considered evidence?

First, allow me to quote from the letter Aetna sent us when they denied a claim in July, for services rendered in May. It's under the headline "Access to relevant information."

"At your request, we will give you free of charge access to copies of all documents, records and other information about your claim for benefits, including the specific rule, guideline, protocol, or other similar criterion that was used in making the decision ..."

So we were told repeatedly -- in phone calls recorded by Aetna -- that a meningitis vaccination at MinuteManClinic of Texas would be covered. We were a little wary, because sometimes they say it's covered and it's not, so we really made sure. We called both the clinic and we called Aetna and of course we presented the insurance card at the clinic on the date of service and they all said it was covered.

Except it wasn't.

They want their money now, and I want the tapes. I want the audio files because it will show beyond a shadow of a doubt that they told us repeatedly it was covered. Now I'm getting collection notices from MinuteManClinic -- I knew this would happen -- while the "second level appeal" is ongoing. What does Aetna say about that? Sorry, bro. Pay it.

Meanwhile, not only will Aetna not give me the audio files -- the "evidence" I need to fight my denial -- they say that we can't record their phone calls even though they can record ours.

Outrageous.