While larger chains may have the wherewithal to grapple with insurers, the costs weigh heavily on smaller practitioners.
Dr. Richard Lechner, a family dentist in New Britain, Conn., for years paid for three administrative staff members whose days, he said, were mostly spent fighting with insurers. This for an office that consisted of one dentist and two hygienists.
多年来,康涅狄格州新不列颠的家庭牙医理查德·莱克纳博士为三名行政人员支付工资,他说这些人的工作日大多用于与保险公司斗争。这是一个由一名牙医和两名卫生员组成的办公室。
“They’re always throwing up roadblocks for practitioners like me to get paid,” Lechner said. Requests for additional documentation, or claims of paperwork lapses, were, he said, “specifically designed to prolong, prolong, prolong and then hope the dentist gives up.”
Last year, Lechner did give up: He sold his private practice to Dental Associates of Connecticut, a company that operates a network of more than 40 dental offices across the state. Like Davidian, he is now an employee. Much of the work of chasing insurance claims is now handled by a specialist team at Dental Associates’ central office.
去年,莱希纳确实放弃了:他将自己的私人诊所卖给了康涅狄格州牙科协会,这是一家在全州经营 40 多个牙科诊所网络的公司。像大卫安一样,他现在是一名员工。追踪保险索赔的工作现在主要由牙科协会总部的专业团队处理。
“The primary reason I sold my dental practice is because I couldn’t keep up with the insurance companies’ shenanigans,” he said. “I thought I was going to have a stroke.”
CUMMING, Ga.—After three years of doctors’ visits and $40,000 in medical bills didn’t cure their daughter’s rare condition, April and Justin Beck found a specialist three states away who offered a promising treatment.
乔治亚州卡明——在经历了三年的就诊和 40,000 美元的医疗费用后,艾普丽尔和贾斯汀·贝克的女儿罕见病仍未治愈,他们找到了一位远在三个州之外的专家,提供了一种有希望的治疗方案。
They set out before dawn last spring for the nine-hour drive to Arkansas Children’s Hospital in Little Rock, where Dr. Aravindhan Veerapandiyan explained how infusions of antibodies could help Emily, now 9 years old, and her misfiring immune system.
去年春天,他们在黎明前出发,驱车九小时前往小石城的阿肯色儿童医院,阿拉温丹·维拉潘迪扬医生解释了抗体输注如何帮助现年 9 岁的艾米丽以及她紊乱的免疫系统。
They returned home with an appointment to start the infusions. But the Becks’ insurer, UnitedHealthcare, declined to pay for a treatment it said wasn’t medically necessary.
他们带着开始输注的预约回到了家。但贝克一家投保的 UnitedHealthcare 拒绝支付该治疗费用,称其并非医学必需。
They decided to fight back. “I really had no idea it was going to be this hard,” April Beck said.
他们决定反击。“我真的没想到会这么难,”April Beck 说。
Health insurers process more than five billion payment claims annually, federal figures show. About 850 million are denied, according to health-policy nonprofit KFF. Less than 1% of patients appeal.
联邦数据显示,健康保险公司每年处理超过 50 亿份付款索赔。据健康政策非营利组织 KFF 称,其中约 8.5 亿份被拒绝。不到 1%的患者提出上诉。
Few people realize how worthwhile those labors can be: Up to three-quarters of claim appeals are granted, studies show.
很少有人意识到这些努力是多么值得:研究表明,多达四分之三的索赔申诉都会获批。
Patients who fight denied claims must marshal evidence from medical studies, navigate dense paperwork and spend hours on the phone during what is often one of the most difficult times of their lives. They debate insurers over whether a patient might ever recover from a stroke, or whether an expensive new treatment holds real promise.
患者在争取被拒绝的理赔时,必须收集医学研究的证据,处理繁琐的文书工作,并在生命中最艰难的时刻花费数小时打电话。他们与保险公司争论患者是否可能从中风中恢复,或昂贵的新疗法是否真正具有希望。
“Because a lot of people won’t appeal, won’t call, don’t have the knowledge to sit on the phone—a lot of those go away,” said Dr. Ezekiel Emanuel, an oncologist and medical ethicist at the University of Pennsylvania.
“因为很多人不会申诉,不会打电话,也没有足够的知识在电话上交涉——很多这样的情况就不了了之了,”宾夕法尼亚大学的肿瘤学家兼医学伦理学家以西结·伊曼纽尔博士说道。
The sense of futility that keeps people from appealing denied claims is part of a current of anger against insurers that surged in December after the assassination of UnitedHealthcare Chief Executive Officer Brian Thompson.
阻止人们对被拒绝的索赔提出上诉的无力感,是去年十二月针对保险公司愤怒情绪的一部分,这种愤怒在 UnitedHealthcare 首席执行官布赖恩·汤普森遇刺后达到了高潮。
Insurers say that to remain solvent, they must determine which crises merit reimbursement and which don’t. Insurers across categories face similar issues over who and what they’ll agree to cover amid rising costs—including home insurance companies that have canceled policies under increasing risks from natural disasters.
保险公司表示,为了保持偿付能力,他们必须确定哪些危机值得报销,哪些不值得。各类保险公司在成本上升的情况下都面临类似的问题,即他们将同意承保谁和什么——包括在自然灾害风险增加的情况下取消保单的房屋保险公司。
‘This appeal saved my life’
“这次申诉救了我的命”
Edward Stratton underwent four years of surgeries, radiation and chemotherapy after he was diagnosed with colorectal cancer in 2019. Doctors declared he had no evidence of cancer in July 2023. But the treatments had destroyed his liver.
爱德华·斯特拉顿在 2019 年被诊断出结直肠癌后,经历了四年的手术、放疗和化疗。医生在 2023 年 7 月宣布他已无癌症迹象。但这些治疗摧毁了他的肝脏。
Doctors recommended a transplant. His insurer, Elevance Health, rejected the claim and three appeals in letters referencing research showing a new liver didn’t improve outcomes for people with colorectal cancer. Elevance didn’t respond to messages from Stratton’s doctors demonstrating he didn’t have cancer anymore.
医生建议进行移植。他的保险公司 Elevance Health 拒绝了索赔,并在信中引用研究结果驳回了三次上诉,研究显示新肝脏并不能改善结直肠癌患者的预后。Elevance 没有回应 Stratton 的医生发送的信息,这些信息表明他已经没有癌症了。
Stratton, with help from his daughter, appealed again in July 2024 and copied regulators, Elevance board members and journalists on his email. The appeal cited a similar case in which Elevance overturned its denial, and noted two other insurers used updated guidance with more nuanced views of transplantation. Stratton also said denying him a transplant would kill him.
斯特拉特顿在女儿的帮助下于 2024 年 7 月再次提出上诉,并抄送了监管机构、Elevance 董事会成员和记者。他的上诉引用了一个类似案例,Elevance 曾推翻其拒绝决定,并指出另外两家保险公司采用了更新的指南,对移植持更细化的观点。斯特拉特顿还表示,拒绝为他进行移植将会要了他的命。
Elevance overturned the denial. His transplant in September was successful. Stratton, who is 65 and lives in Ballwin, Mo., is off disability, back to work as a medical-equipment salesman and playing golf again.
Elevance 推翻了拒赔决定。他在九月份的移植手术成功了。65 岁的 Stratton 居住在密苏里州巴尔温,目前已脱离残疾状态,重返工作岗位,担任医疗设备销售员,并重新开始打高尔夫。
“This appeal saved my life,” he said.
“这次上诉救了我的命,”他说。
Elevance said in an email that it followed a robust process in reviewing Stratton’s case. Elevance
在一封电子邮件中表示,在审查 Stratton 的案件时遵循了严格的流程。
“This case, however, involved an exceptionally rare set of circumstances,” Elevance said.
“然而,此案涉及一组极其罕见的情况,”Elevance 表示。
In Georgia, April Beck said her daughter, Emily, was an organized kindergartner who loved reading and helping get her classmates in line in 2021. Then she contracted Covid-19 and viral pneumonia. She recovered, but she had changed.
在乔治亚州,April Beck 说她的女儿 Emily 曾是一个井井有条的幼儿园学生,喜欢阅读,并在 2021 年帮助同学排队。然后她感染了新冠病毒和病毒性肺炎。她康复了,但她变了。
“It was like setting my kid on fire,” April said.
“这就像是把我的孩子点燃一样,”艾普丽尔说。
Emily woke in the night, moaning and shaking. She couldn’t sit still. Her handwriting regressed.
艾米丽在夜里醒来,呻吟着,身体颤抖。她无法静坐,书写能力倒退。
A psychiatrist prescribed Zoloft for Emily’s panic attacks and obsessive-compulsive symptoms and guanfacine for ADHD. After a series of tests, a doctor tried antibiotics and an antifungal. Her symptoms subsided. At the start of the 2022 school year, she was thriving.
一位精神科医生为艾米丽的惊恐发作和强迫症状开了左洛复,并为多动症开了胍法辛。经过一系列测试后,一位医生尝试使用抗生素和抗真菌药。她的症状缓解了。在 2022 学年开始时,她状态良好。
By November, though, Emily was having frequent meltdowns and panic attacks. Her pediatrician suspected a rare neurological condition brought on by infections, called pediatric acute-onset neuropsychiatric syndrome (PANS) or pediatric acute-onset neuropsychiatric disorders associated with streptococcal infections (PANDAS). The conditions are misfires of the immune system that attack children’s brains after an infection.
到了十一月,Emily 经常情绪崩溃并出现惊恐发作。她的儿科医生怀疑是一种由感染引发的罕见神经系统疾病,称为儿童急性起病神经精神综合征(PANS)或与链球菌感染相关的儿童急性起病神经精神障碍(PANDAS)。这些疾病是免疫系统的错误攻击,在感染后攻击儿童的大脑。
Antibiotics and steroids helped quell symptoms. But any cold or cough ignited her more severe behavioral symptoms, too. She kicked and bit, and once tried to jump out of a moving car.
抗生素和类固醇有助于缓解症状。但任何感冒或咳嗽都会引发她更严重的行为症状。她踢打、咬人,甚至曾试图从行驶中的汽车上跳下。
“She’s been on antibiotics for two years,” April said.
“她已经服用抗生素两年了,”艾普丽尔说。
‘Mommy cried’
“妈妈哭了”
Emily’s pediatrician suggested she see a PANS specialist. The closest one was Veerapandiyan at Arkansas Children’s Hospital. April spent hours on the phone in the spring of 2024 convincing the hospital to put Emily on his schedule in August.
Emily 的儿科医生建议她去看 PANS 专家。最近的一位是阿肯色儿童医院的 Veerapandiyan。2024 年春天,April 花了数小时打电话,说服医院将 Emily 安排在他的 8 月日程中。
Then came the bad news. The hospital said in an email on June 12 that under a new policy it wouldn’t take out-of-state patients. The appointment was canceled.
然后坏消息来了。医院在 6 月 12 日的电子邮件中表示,根据新政策,它不再接收外州患者。预约被取消了。
“Mommy cried,” Emily said.
“妈妈哭了,”艾米丽说。
April pleaded and got Emily back on the schedule the following week. At that first appointment, Emily regaled Veerapandiyan with all the snake species she could name. Veerapandiyan—known as Dr. Panda to his patients—prescribed immunoglobulin therapy, a solution of antibodies derived from human plasma. In one study of 21 children with moderate to severe PANS published in March 2021 in the Journal of Child and Adolescent Psychopharmacology, immunoglobulin therapy improved symptoms by more than 50%.
艾普丽恳求后,成功让艾米丽在接下来的一周重新安排了预约。在第一次就诊时,艾米丽向维拉潘迪扬滔滔不绝地讲述她能叫出名字的所有蛇类。维拉潘迪扬——在患者中被称为“熊猫医生”——为她开出了免疫球蛋白疗法,这是一种从人类血浆中提取的抗体溶液。根据 2021 年 3 月发表在《儿童与青少年精神药理学杂志》上的一项针对 21 名中度至重度 PANS 儿童的研究,免疫球蛋白疗法使症状改善了 50%以上。
April felt her prayers had been answered. The family drove back to Georgia with a plan to start the infusions.
艾普丽尔觉得她的祈祷得到了回应。全家驱车返回乔治亚州,准备开始输注治疗。
The hospital staff sent five prior authorization requests for Emily’s treatment through the UnitedHealthcare insurance Justin gets through the construction company where he works as an operations manager. The insurer questioned or rejected each of them.
医院工作人员通过贾斯汀在其担任运营经理的建筑公司获得的 UnitedHealthcare 保险,为艾米莉的治疗提交了五次事先授权请求。保险公司对每一项请求提出质疑或予以拒绝。
Veerapandiyan and his colleagues at the hospital traded notes about their efforts to persuade UnitedHealthcare to cover Emily’s infusions. Each denial sparked a confusing reconsideration of whether to appeal or submit a new prior authorization request with updated information.
Veerapandiyan 和他在医院的同事交流了他们说服 UnitedHealthcare 支付 Emily 输液费用的努力。每次拒绝都会引发一场令人困惑的重新考虑,是要提出上诉,还是提交一份包含更新信息的新预授权请求。
The Becks hoped Emily could get the infusions closer to their home, but the cheapest provider they could find was more than four hours away and told them the infusions would cost $36,000 out-of-pocket—far more than they could pay.
贝克一家希望艾米丽能在离家更近的地方接受输注,但他们能找到的最便宜的提供方距离超过四个小时,并告诉他们输注的自费费用为 36,000 美元——远远超出他们的承受能力。
In one letter, UnitedHealthcare denied the treatment because the medication wasn’t ordered from an in-network pharmacy. In another, on July 25, the insurer said the treatment wasn’t medically necessary and hadn’t been proven helpful for Emily’s condition.
在一封信中,UnitedHealthcare 拒绝了该治疗,因为药物并非从网络内药房订购。在另一封于 7 月 25 日的信中,保险公司表示该治疗在医学上没有必要,并且尚未被证明对 Emily 的病情有帮助。
“The services are not eligible for coverage because your plan doesn’t cover unproven procedures,” the insurer said.
“这些服务不符合报销条件,因为您的保险计划不涵盖未经证实的治疗方法,”保险公司表示。
Rare cases often put patients and insurers in protracted conflict. Some people want experimental treatments that insurers reject because they aren’t thoroughly proven to work. But for patients with rare conditions, the number of cases are so small it’s difficult to widely document a drug’s effects.
罕见病例经常使患者和保险公司陷入长期冲突。 一些人希望接受实验性治疗,但保险公司因其疗效尚未被充分证明而拒绝支付。 但对于罕见疾病患者来说,病例数量极少,难以广泛记录某种药物的效果。
Care within two weeks of diagnosis gives PANS patients the best shot at recovery, according to a consortium of doctors who treat the syndrome. Emily had been experiencing symptoms for more than three years.
根据治疗该综合症的医生联盟的说法,在确诊后两周内接受治疗可为 PANS 患者提供最佳康复机会。Emily 的症状已持续了三年多。
Emily’s family and care providers decided to appeal. It took a month for the hospital to get documents ready to prove that her treatment was necessary and urgent.
Emily 的家人和护理提供者决定提出上诉。医院花了一个月时间准备文件,以证明她的治疗是必要且紧急的。
April and Veerapandiyan prepared the appeal at the end of August and requested that the insurer get back to them within 72 hours. To qualify for expedited review, patients must prove delaying treatment could jeopardize their life or ability to regain maximum function, or cause severe pain.
四月和维拉潘迪扬在八月底准备了上诉,并要求保险公司在 72 小时内回复他们。要符合加急审查的资格,患者必须证明延迟治疗可能危及生命或恢复最大功能的能力,或导致严重疼痛。
UnitedHealthcare replied on Sept. 14 that its denial based on the out-of-network pharmacy request was processed correctly and that the appeal wasn’t urgent. The Becks and their doctor sent a new appeal to the insurer’s escalation unit.
UnitedHealthcare 于 9 月 14 日回复称,其基于网络外药房请求的拒绝处理正确,且上诉并不紧急。贝克一家和他们的医生向保险公司的升级部门提交了新的上诉。
“You have exhausted all levels of internal appeal with UnitedHealthcare,” the insurer said in a letter to the Becks on Oct. 30.
“您已经用尽了与 UnitedHealthcare 的所有内部申诉级别,”保险公司在 10 月 30 日给 Beck 一家的一封信中表示。
New flare-ups 新的复发
UnitedHealthcare told the Becks that further appeals should go to an independent review organization, a government-contracted group that reviews appeals. A UnitedHealthcare representative later told Veerapandiyan’s office that ordering the infusion from an approved pharmacy would require a new prior authorization request. They found a new pharmacy and started over.
UnitedHealthcare 告诉 Beck 一家,进一步的申诉应提交给一个独立审核机构,这是一个受政府委托的组织,负责审核申诉。UnitedHealthcare 的一名代表后来告诉 Veerapandiyan 的办公室,从批准的药房订购输注需要提交新的事先授权请求。他们找到了一家新的药房并重新开始。
The Becks received a new denial on Nov. 13, saying the treatment wouldn’t be covered because it was unproven.
贝克一家在 11 月 13 日收到了新的拒赔通知,称该治疗不予覆盖,因为其尚未被证实有效。
“He could not do anything,” Veerapandiyan wrote to the group after failing to persuade a UnitedHealthcare doctor to approve the treatment.
“他无能为力,”Veerapandiyan 在未能说服 UnitedHealthcare 的医生批准治疗后写信给小组。
Emily had another flare-up after switching antibiotics. She started wetting the bed. In November, Arkansas Children’s Hospital said it had exhausted its options and wouldn’t pursue further appeals with UnitedHealthcare.
艾米丽在更换抗生素后又一次病情复发。她开始尿床。11 月,Arkansas Children’s Hospital 表示已用尽所有选择,不会再向 UnitedHealthcare 提出进一步上诉。
Emily went from sleeping 12 hours a day to barely sleeping. She flew into fits of rage that she called “her brain telling her bad things.” She thought bad guys were coming for her and considered stabbing herself.
Emily 从每天睡 12 小时变成几乎无法入睡。她会突然暴怒,称之为“她的大脑在告诉她坏事”。她认为坏人要来抓她,甚至考虑过刺伤自己。
Steroids helped relieve the symptoms. “We get these glimpses of her—who she is and who she should be. That’s what keeps us fighting,” April said.
类固醇有助于缓解症状。“我们能看到她的片刻闪现——她是谁,以及她本应成为的样子。这就是支撑我们坚持下去的动力,”艾普丽尔说道。
The Becks paid $20,000 out-of-pocket in 2023 for Emily’s medical care, including occupational therapy, psychiatric appointments, tests, supplements and medications that insurance wouldn’t pay for after meeting a large deductible. They accumulated $6,000 in medical debt. They started a GoFundMe campaign in 2024 to pay for the infusions.
贝克一家在 2023 年自掏腰包支付了 20,000 美元用于艾米丽的医疗护理,包括职业治疗、精神科预约、检测、补充剂和药物,这些费用在达到高额免赔额后保险仍不予报销。他们累积了 6,000 美元的医疗债务。2024 年,他们发起了 GoFundMe 筹款活动来支付输液费用。
April learned from a Facebook support group for parents of children with PANS/PANDAS about Claimable, a company using artificial intelligence to help patients appeal denials. Claimable was offering to submit claims for PANS/PANDAS patients free of charge.
April 从一个 Facebook 支持小组(该小组面向患有 PANS/PANDAS 儿童的家长)了解到 Claimable,这是一家利用人工智能帮助患者申诉被拒赔案件的公司。Claimable 提供免费为 PANS/PANDAS 患者提交索赔的服务。
The Becks on Dec. 6 sent their appeal to the new denial based on medical necessity by email to UnitedHealthcare, copying Andrew Witty, CEO of its parent company, as well as Georgia’s governor and attorney general. Claimable encouraged them to copy Witty on every interaction.
贝克一家于 12 月 6 日通过电子邮件向 UnitedHealthcare 提交了针对基于医疗必要性的最新拒赔决定的上诉,并抄送了其母公司首席执行官安德鲁·威蒂,以及乔治亚州州长和司法部长。Claimable 鼓励他们在每次互动中都抄送威蒂。
The package included a letter from the PANS Research Consortium stating that immunoglobulin therapy is widely accepted as standard treatment for kids like Emily and that, as of Nov. 22, 2024, 13 states have made it illegal to impede access to the treatment for people with PANS/PANDAS. The letter cited 25 studies backing the treatment’s efficacy. It was cosigned by physicians from Stanford and the National Institutes of Health.
该包裹包含一封来自 PANS 研究联盟的信,信中指出免疫球蛋白疗法被广泛接受为像 Emily 这样的孩子的标准治疗方法,并且截至 2024 年 11 月 22 日,已有 13 个州立法禁止阻碍 PANS/PANDAS 患者获得该治疗。信中引用了 25 项研究支持该治疗的有效性,并由斯坦福大学和美国国立卫生研究院的医生共同签署。
The appeal reached UnitedHealthcare’s escalation unit and the external agency. April included the half-dozen psychiatric medications they had tried, pictures of Emily’s regressed handwriting and four similar cases in which denials were overturned by health insurers.
上诉提交到了 UnitedHealthcare 的升级部门和外部机构。四月份,他们提供了曾尝试的六种精神科药物、Emily 退化的笔迹照片,以及四个健康保险公司推翻拒赔决定的类似案例。
“It’s on the medical director’s desk,” a UnitedHealthcare representative told her.
“它在医疗总监的桌上,”一位 UnitedHealthcare 代表告诉她。
One day in December, Emily relayed the story of her big trip to Arkansas and showed off the bedroom her sister and grandma decorated for her in a Pokémon theme. She was on the downward slope from a round of steroids and getting over a cold—when symptoms usually start.
在十二月的一天,Emily 讲述了她前往阿肯色州的大旅行,并展示了她的姐姐和奶奶为她装饰的宝可梦主题卧室。她正处于一轮类固醇治疗的后期,并且刚刚康复于感冒——通常在这个时候症状会开始出现。
April worried about the inevitable flare-up after each new virus or infection. A week later, Emily’s symptoms surfaced again.
艾普莉担心每次新的病毒或感染后不可避免的复发。一周后,艾米丽的症状再次出现。
Two days before Christmas, a representative from UnitedHealthcare called to say Emily had won her appeal. UnitedHealthcare told the Journal that its medical director decided the infusions would be appropriate as a trial for Emily.
圣诞节前两天,来自 UnitedHealthcare 的代表打来电话,说 Emily 的上诉成功了。UnitedHealthcare 告诉《华尔街日报》,其医疗总监认为输注作为 Emily 的试验治疗是合适的。
Her parents toasted with prosecco as Emily watched, beaming.
她的父母举杯普罗赛克庆祝,艾米丽在一旁微笑着观看。
Emily received the first treatment in late January. Each round of two back-to-back infusions took seven hours. Emily’s family and neighbors did their best to distract her with Netflix, visits and toys.
Emily 在 1 月下旬接受了第一次治疗。每轮连续两次输注需要七个小时。Emily 的家人和邻居尽力用 Netflix、探访和玩具来分散她的注意力。
“This has been the battle thus far,” April said. “This could just be the beginning.”
“到目前为止,这一直是一场战斗,”艾普丽尔说。“这可能只是个开始。”