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Frequently Asked Questions
Business Services hours are Monday through Friday from 8:30 a.m.-4:30 p.m..
- Q: Have my changes been submitted to an insurance company?
- A. On your statement under the Description column, you will see an asterisk(*) beside the line item detail which will indicate that insurance has been filed and charges are pending payment from your insurance carrier. If you do not see the (*) and your insurance carrier has not paid on your charges, please call our Business Services department at 540-772-3690.
- Q: Has my insurance company or carrier paid on my charges?
- A. Each payment received from your insurance carrier or any private payment will be listed under the detail of the charge in the Description column. Most insurance carriers also mail an "Explanation of Benefits" showing payment made on services rendered.
- Q. I received a statement today. I mailed in a payment which is not credited to my account. Did you get my payment?
- A. Please refer to the "Statement Date" on your statement. If payment was mailed after "Statement Date" it will not show until your next statement.
- Q. I received an Explanation of Benefits from my insurance carrier saying they have paid on my account, but the payment is not showing on my statement. Have you received my insurance payment?
- A. In many cases insurance companies do not mail payment for several weeks after they have mailed out the Explanation of Benefits. Please wait for your next statement. Also note the date on you Explanation of Benefits. If it is after the "Statement Date", payment will not show until your next statement.
- Q. Why is my spouse's name on my child's statement?
- A. All billing is directed to the guarantor or responsible party of the account. A minor child cannot be a responsible party of the account.
- Q. Where do I mail my payments?
- A. The payment mailing address is located on the top right hand portion of the statement. We also include a return envelope in each statement for your convenience.
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