CS Rep Told Me Wrong Information

In my plan, I am covered for physical therapy treatment “20 visits per year per injury/illness”. I had called my insurance to get more information on this statement and was told as long as the diagnosis code was different, it would count as a new injury/illness.

We did a new treatment plan, and even though both treatments were in my abdomen, one was for code M62.89, and the second set of visits was for N80.9. Insurance declined the second set of visits, claiming it was all for the same issue.

I’m frustrated because my insurance won’t own up to the different information I was told by their agents. I asked for where there was more detailed information for this process written for their members, as well as copies of the recorded calls. Do I have a right to these recorded calls in this case? Does anybody know what laws/regulations I can reference if they deny giving me copies of these calls between me and their customer service?

submitted by /u/LongjumpingAd3617
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