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September 05, 2001 at 08:00 PM
NU Online News Service, Sept. 5, 10:27 a.m. – Hewitt Associates, Lincolnshire, Ill., a global management consulting and outsourcing firm, has new research that indicates that more often than not, consumers are not at fault for disputes with their health plans.
According to the research, 71% of reported escalated problems, such as access to care or billing, were originated because of errors made by the plan administrator or provider of care, and not by the participant.
Nearly 2,500 plan issues were tracked by Hewitt’s participant advocacy services over an 18-month period, from January 2000 through June of this year, Hewitt says.
Findings show that 54% of the problems originated with the plan administrator, and 17% with the provider of care, while only 29% originated with the employee or retiree.
