Blue Shield explains why doctor's 3-hour call to insurance company led nowhere (opens original article in a new tab)

Blue Shield of California said a phone system routing error prevented a cancer doctor from submitting an appeal, and the number was meant for patients, not doctors. The insurer also claimed a patient's HIPAA authorization expired after his death, conflicting with federal guidance.

• Blue Shield of California attributed a 3-hour failed insurance appeal by a cancer doctor to a routing issue in its phone system, not the appeal's merits.
• The insurance company stated the number used was for patients, not doctors, and has since corrected the issue.
• Blue Shield claimed a HIPAA authorization from the deceased patient expired upon his death, but federal authorities said it remained valid.