Insurer switch snags claim

Dear Fixer: On May 2, 2005, I had to take my son to an urgentcare center for severe ear pain. I gave them my insurance card. Ithought we were still covered under Blue Cross Blue Shield, notrealizing that our insurance had changed that day, at 12:01 a.m., toUnitedHealthcare.

After the visit, I got a bill from the urgent care center and hadto send my new insurance information to them. I did this right away.I then received an "explanation of benefits" stating that the claimwas not paid because the care provider did not submit the claimwithin the contracted period. But we did not receive the newinsurance information from

UnitedHealthcare for a while. We didn't even know for a week ortwo after the trip to the urgent care center that our insurance hadchanged, and it was a few more weeks after that when we finallyreceived the cards with the group number.

As if $667 to treat my son for an ear infection isn't ridiculousenough, now, because of this, the urgent care center is saying wehave to pay, even though we had insurance coverage at the time.

We tried talking to my husband's employer, but the owner is inthe process of selling the business and does not want to deal withit.

Elizabeth Hughes,

Oak Forest

Dear Elizabeth: If only your son had gotten his ear infection aday earlier. Whoa, sorry -- The Fixer was thinking like an insurancecompany there. But not to worry: We got in touch withUnitedHealthcare's Greg Thompson, and he cut through the red tapeand contacted you to let you know his company is paying your claim.

BOOST A BUST

Dear Fixer: I purchased a cell phone from Boost Mobile that had a$100 rebate. I sent in the completed form but never got my rebate.The phone was purchased at the beginning of July, and the rebate wassupposed to take six to eight weeks.

I called Boost Mobile on Oct. 5, and while they got the form andletter, they apparently lost or misplaced it. The woman on dutycould not tell me when I would receive the $100 rebate.

Kevin Socha, Oak Forest

Dear Kevin: Thanks for providing this week's example of why TheFixer hates rebates. We first tried getting in touch with BoostMobile but didn't hear back from them, so we contacted SprintNextel, Boost's owner.

Turns out your rebate had originally been declined because therewas a problem verifying you had activated the phone with Boost.

They sent you a new form, you completed it, and it has beenapproved -- but now it will be another six to eight weeks for thecash.

WATCH AND LEARN

Dear Readers: While we're on the subject of rebates, The Fixerhas a little more information on those TigerDirect/Onrebate.comoffers we've heard complaints about. Some readers have said theprocess was difficult, and their rebates were denied.

Onrebate.com is owned by Systemax, the same company that ownsTigerDirect. So, when you send your TigerDirect rebate to Onrebate.com, you're dealing with their corporate cousins.

Bill Gollan, CEO of Onre bate.com, says the company recentlyproduced a five-minute video on its Web site explaining how to applyfor a rebate -- and they've got FAQs there, too. The Fixer watchedthe video -- the steps involved were enough to make your head spin -- and suggests that, if you want to apply for these rebates, youshould watch that video at least three times and take copious notes.

Gollan says most consumers get their money about 30 days aftertheir application is approved. Customers can check the progress onthe Web site.

KNOCK ON WOOD

Dear Fixer: We bought a dining-room table and hutch from HarlemFurniture almost a year ago. Recently, we noticed that they werestarting to split open.

We've been calling Harlem Furniture. They sent out a techniciantwice, but other than that we've gotten no response.

Antonio Fraco,

DeMotte, Ind.

Dear Antonio: Team Fixer had a little better luck. We contactedHarlem Furniture, and they reviewed the technician's comments. Theymaintain that the problems happened from use rather than a defect,but they've agreed to replace your furniture.

An expanded version of this column is online at www.suntimes.com.Thanks this week to contributors Carole Schrock, Mike Nolan andDanielle Braff.

Getting the runaround over a consumer problem? Tell it to TheFixer at www.suntimes.com.

e-mail: szimmermann@suntimes.com