When Greg and Sugar Bull have been prepared to begin a household, well being challenges necessitated that they work with a gestational surrogate. The lady who carried and gave beginning to their twins lived two states away.

The being pregnant went properly till the surrogate skilled hypertension and different signs of preeclampsia, which might have harmed her and the infants. Docs ordered an emergency supply at 34 weeks’ gestation. Each infants had to spend greater than a week in the neonatal intensive care unit.

It was April 2020, early in the pandemic. Unable to take a aircraft, the Bulls drove from their residence in Huntington Seaside, California, to the hospital in Provo, Utah. That they had to quarantine in Utah earlier than they might see the kids in the hospital.

A few weeks later, after the infants might eat and breathe on their very own, the Bulls took them residence to California.

Then the payments got here.

The Sufferers: Scarlett and Redford Bull, new child twins lined by a Cigna coverage sponsored by Greg Bull’s employer. The gestational surrogate had her personal insurance coverage, which lined her care.

Medical Service: Neonatal intensive care when the infants have been born prematurely after emergency induced labor. Scarlett spent 16 days in the NICU; Redford, 10.

Whole Invoice: $117,084. The hospital was out of community for the infants. Cigna paid for a few of Scarlett’s care, for causes the Bulls couldn’t determine. The Bulls have been left on the hook for about $80,000, for each infants. Their account was finally despatched to collections.

Service Supplier: Utah Valley Hospital in Provo, Utah, certainly one of 24 hospitals run by Intermountain Healthcare, a nonprofit with about $8 billion in income.

What Offers: The Bulls’ ordeal factors up a loophole in protection for emergency care — even beneath the No Surprises Act, which took impact Jan. 1 and outlaws many sorts of shock medical payments.

Sufferers who want immediate, lifesaving therapy typically don’t have time to discover an in-network hospital. In the previous, well being plans generally have mentioned they’d pay for emergency care even when it’s out of community. The No Surprises Act now makes this a authorized requirement in each state. The supplier and insurer are supposed to negotiate a cheap cost, leaving the affected person out of the equation.

However what if the insurance coverage firm denies that the care is for an emergency? Or the hospital doesn’t provide the paperwork to show it?

That’s what occurred to the Bulls. Cigna mentioned it lacked documentation that the NICU care for the twins certified as an emergency.

So the Bulls started receiving insurance coverage explanations displaying big balances owed to Utah Valley. The household had anticipated to owe its out-of-network, out-of-pocket most of $10,000 for the twins’ care. They assumed most of the payments can be paid by Cigna quickly. They weren’t.

“I used to be, like, there is no such thing as a manner this may be actual,” mentioned Sugar Bull, an inside designer.

“Pricey Scarlett Bull,” started certainly one of Cigna’s letters, addressed to a 6-month-old child. “We discovered the service requested shouldn’t be medically vital.”

How might NICU care not qualify? The gestational surrogate was admitted to obstetrics by her physician with out going by the emergency division, which prompted Cigna to initially conclude there was no emergency, mentioned Dylan Kirksey of Resolve Medical Bills, a consultancy that ultimately labored with the Bulls to resolve the claims.

To determine that there was, Cigna requested for every day progress notes and different medical information on the infants. The Bulls tried to get the hospital to comply. Cigna stored saying it hadn’t acquired the vital documentation.

Redford Bull spent 10 days in the neonatal intensive care unit after docs ordered an emergency supply at 34 weeks’ gestation. (Sugar Bull)
Scarlett Bull spent 16 days in the neonatal intensive care unit after the gestational surrogate carrying the twins skilled hypertension and different signs of preeclampsia and wanted an emergency supply. (Sugar Bull)

The Bulls appealed. Sugar spent hours with insurance coverage paperwork and maintain music. However virtually a 12 months later, about $80,000 in payments remained. Utah Valley despatched the accounts to collections, Sugar Bull mentioned. It was the final thing she had time for.

“I personal a firm, and I’m tremendous busy, and we had twins,” she mentioned. “Each two weeks or so, I’d really feel a panic and righteous anger about it. And I’d maintain pushing and calling, and it could take like 5 hours each time.”

Although they disputed what they have been being charged, the Bulls agreed to pay the hospital $500 a month for 5 years to settle simply certainly one of the infants’ payments, in an try to maintain their good credit score.

Decision: With seemingly nowhere else to flip, the household employed Resolve, which beats a path by the claims jungle in return for a portion of the cash it saves purchasers.

“It was a lot of prodding” to get Utah Valley to give Cigna the info it wanted to pay the hospital, mentioned Kirksey, a senior advocate with Resolve, which was based in 2019 and has 16 workers. He mentioned he had to give the hospital a detailed checklist of steps to take after which comply with up with a number of calls and emails per week.

In the finish, most of the errors inflicting the Bulls’ nightmare have been on the hospital’s aspect, Kirksey mentioned. However as a substitute of supplying what Cigna wanted, Utah Valley went after the Bulls.

The Bulls initially agreed to pay the hospital $500 a month for 5 years to settle simply certainly one of the infants’ payments. In the end, they paid Resolve Medical Bills $8,000 after the firm helped get their hospital payments, totaling about $80,000, straightened out. (Heidi de Marco / KHN)

“The hospital repeatedly failed to present a detailed checklist of companies and necessary scientific info, regardless of our steady efforts to safe the info,” mentioned Cigna spokesperson Meaghan MacDonald.

“There have been no errors on the hospital’s half,” mentioned Utah Valley spokesperson Daron Cowley. “Utah Valley Hospital correctly billed for companies offered to the twins and offered the requested info to Cigna in a well timed method.”

The hospital didn’t invoice the Bulls for excellent balances till 9 months after the twins have been born and didn’t ship the accounts to collections till six months after that, “after the household didn’t return the legally required paperwork to arrange a cost plan,” he mentioned.

Lastly, in fall 2021, the payments have been settled. The twins have been 1½ years previous. To compensate Resolve for curing the stability, the Bulls paid the firm about 10% — $8,000.

The price, although substantial and unrelated to medical care, was value it to keep away from the a lot bigger debt, mentioned Greg Bull, who works in finance. “At the finish of the day, it was such a aid for it to be a smaller quantity,” he mentioned. Nonetheless, many households couldn’t have afforded it.

Scarlett and Redford Bull have been born in a hospital that was out of community, and the insurance coverage firm initially mentioned the births weren’t an emergency.(Heidi de Marco / KHN)

The Takeaway: About 1 in 5 emergency room visits are at amenities which are out of community for the affected person’s insurance coverage, research has shown. The No Surprises Act requires insurers to cowl non-network emergency therapy with the identical affected person value sharing as in-network care. It additionally prohibits hospitals from billing sufferers further.

But when the insurer denies that the care was for an emergency or doesn’t get hold of documentation to show it, the declare can nonetheless be rejected and the affected person left on the hook.

“That’s a coding challenge we see a lot,” mentioned Kirksey, particularly “if the particular person didn’t actually verify in by the emergency room.”

If this occurs, insurance coverage consultants urge sufferers to instantly enchantment the determination to the insurance coverage firm, a course of the legislation requires to be out there. Sadly, that normally requires extra cellphone calls, paperwork, and ready. (If the enchantment with the insurer fails, sufferers can then flip to an impartial reviewer, like their state insurance coverage board, state legal professional basic’s workplace, or the No Surprises Help Desk.)

“It might be a vital step for the client to leverage their enchantment rights … and get the dedication that it was an emergency service from the get-go,” mentioned Kevin Lucia, co-director of the Middle on Well being Insurance coverage Reforms at Georgetown College.

As soon as it’s established that the go to was for an emergency, he mentioned, protections from the No Surprises Act clearly apply.

The No Surprises Act is a step in the proper route. However it’s clear that loopholes and minefields stay.

Stephanie O’Neill contributed the audio portrait with this story.

Invoice of the Month is a crowdsourced investigation by KHN and NPR that dissects and explains medical payments. Do you may have an fascinating medical invoice you need to share with us? Tell us about it!

Jay Hancock: [email protected], @JayHancock1