The text of the letter I received
"Thank you, again, for the letter you sent IntegraSleep regarding the payment of the sleep study claims by BCBS. I have discussed the issue with the executive team of IntegraSleep and examined our processes.
Please accept my apology in regards to the email you received which passed along incorrect information given to our insurance department by the customer service representative at BCBS. We have extensive notes of the many calls we placed to BCBS to try and obtain the correct benefits and were told every time that your claim would be covered. Despite being given the incorrect information by BCBS, we should not have informed you that BCBS would cover the claim without the disclaimer of "no payment is guaranteed until processed". We check our clients' benefits as a matter of courtesy, but know from experience that the information given to us is, unfortunately, not always accurate.
We will not hold you responsible for the claim not paid by your insurance plan. Exemplary customer service is our guiding principal and we strive to provide that outstanding customer service to all of our clients. I will use this situation to further train and underline the importance of complete information.
We truly appreciate your business and trust that your experience with the sleep study itself was satisfactory. Thank you for your time."
