Complaint / review text:
My issue with Kaiser is not the amounts charged necessarily, but how the amounts change from time to time. For example, just when I thought I had cleared a bill, the same old items would show up again with different amounts on the next bill. I have called the billing department 2-3 times over the year since our insurance changed to high deductible, but none of the times the explanation made any sense to me. For example, when I returned from an extended trip this fall, I had two monthly invoices that showed exactly the same items over the same period of time. But the later invoice would have $10 more than the previous one. It was not late fee or anything like that.
I called in an attempt to understand what the $10 was. All I got was, "that's right, that's what it should be." Needless to say, I paid the earlier amount which I understood and attached an explanation with my payment. I am sure I am charged interest now on this $10 by the collection agency. At my most recent visit to Kaiser (November 2009), I was told and paid my share of $75 to the receptionist. When I received the invoice statement later, another $10 was added to this visit with no clear explanation what this another $10 was for.
I have in front of me now, to go through again, several pieces of invoices for visits; invoices for prescriptions; letters to Kaiser; and letters to the collection agency from over the year since the insurance changed to high deductible. I cannot tell you how turned off I am by Kaiser's billing practice. We no longer visit Kaiser unless there is absolutely no other choice. We certainly don't follow any procedures just because the M. D. Has suggested it. No way! I learned that the hard way. $1,200 MRI at the end of last year. We love the MDs, but the billing methodology sucks and the billing department personnel can use more training in explaining the amounts.