Call 12 solves health insurance confusion

Call 12 helped solve insurance confusion for one man, all while battling cancer

Bob Gartner was not surprised at his skin cancer diagnosis.

“I lived in Miami many years,” said Gartner, a Navy veteran. “I lived in Houston. I’ve lived here and I was a sun worshipper.”

But he was definitely surprised at what he was hearing from his health care provider.

“’We have approval to sow you up, but we don’t have approval to cut you’,” said Gartner, remembering what his provider’s office told him about an upcoming series of surgeries. “That’s the most ridiculous statement I’ve ever heard in my life.” 

His skin cancer treatment was just beginning and, having done his insurance homework, he thought he was covered.

“Here are all the letters saying ‘Oh yeah, we’ll cover every bit of it’,” said Gartner, pointing to various documents in his Scottsdale home.

So, what was the problem? Gartner went back and forth between his healthcare provider and his insurance company, Health Net of Arizona. He says he couldn’t get any answers.

“In the meantime, you know, the cancer is growing,” he said. “It’s not just sitting there.”

That’s when he decided to Call 12 for Action.

Carrie, a volunteer investigator, took the case and started making calls.

“We have access to some resources at the companies that seem to be able to take these cases and go at them from a different direction and expedite getting them resolved,” said Carrie with Call 12.

She contacted Health Net of Arizona, alerting them to Bob Gartner’s situation.

Finally, he got some answers.

“Everything then ended up being taken care of in a timely manner and covered as his insurance had assured that it would be,” said Carrie.

That allowed Bob to focus on his health.

“I’m just glad you all were there,” said Gartner.

Call 12 reached out to Health Net for a comment on the confusion with Gartner’s skin cancer surgeries.

“Federal law prevents us from providing details about Health Net members,” said Mashi Nyssen, Senior Media and Community Relations Representative with Health Net, Inc. “We strive in all cases to provide excellent customer experience.”

Bob Gartner is now skin cancer-free. He has some advice for other consumers out there.

“If you have a problem, I don’t care if it’s with a pool man, if it’s with a contractor, whatever it may be, call channel 12,” said Gartner.

If you have a consumer complaint, Call 12 for Action. Our volunteer investigators are available to take your call Monday through Friday from 11 a.m. - 1 p.m. at 1-800-260-1212 or 602-260-1212. You can also file your complaint online.

Copyright 2016 KPNX


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