Established practice
Chasing insurer payments is costing you more than you realise
Every hour your team spends chasing Bupa, AXA, and Aviva is an hour not spent on patient care, and a percentage of those invoices never get paid at all. Calculate the true annual cost.
- steps
- 7
- steps
- to start
- 30 minutes
- to start
The short answer
Many slow insurer payments trace back to the front end: no authorisation number, a code that does not match the authorisation, or an invoice that goes out late or on paper. Get those right at booking, submit electronically within days, and run a weekly aged debt check with set actions at 30, 60 and 90 days.
7 steps
Do it yourself: step by step
0 of 7 done
Export unpaid invoices by insurer and age: under 30, 30 to 60, 60 to 90, over 90 days
- Time
- 30 minutes
- Typical cost
- Free
- Who does it
- Your secretary
Done when: You know the total owed and the oldest invoices by insurer
This problem is Solvable.
Copy this script
Insurer chasing script and 30-60-90 log
Free to copy, adapt and use. No sign-up.
Phone script: chasing an insurer payment (60 days)
"Good morning. My name is [Secretary name], calling on behalf of [Consultant name], provider number [number].
I am calling about an invoice for patient [patient name], membership number [number], authorisation number [number], date of treatment [date], invoice number [number], for £[amount].
Could you tell me the current status of this claim?"
If it has not been received: "Could you confirm the correct submission route? I will resubmit today. Could I have a reference for this call?"
If it is on hold: "What exactly is needed to release it, and who should it be sent to?"
If it has been underpaid: "We billed code [code] at £[amount] in line with your schedule. Could you explain the difference and how to raise a query?"
Before you end the call: "Could I have your name, a call reference, and the date I should expect payment?"
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30-60-90 log
| Invoice | Insurer | Amount | Days outstanding | Cause | Action | Reference | Next action date |
|---|---|---|---|---|---|---|---|
| 30: check online / 60: phone / 90: written escalation |
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Written escalation (90 days)
Dear Provider Relations team,
Invoice [number] for [patient name], membership [number], authorisation [number], treatment on [date], remains unpaid after 90 days. We have followed up on [dates], references [references]. Please confirm the reason for the delay and a payment date by [date].
Yours faithfully, [Secretary name], for [Consultant name]
Avoid these
Common mistakes
- Treating patients without an authorisation number and hoping it will be sorted later.
- Billing a different procedure from the one authorised without telling the insurer.
- Sending invoices on paper or by general email weeks after treatment.
- Chasing by phone without logging names and references.
- Forgetting to bill the patient's excess, then chasing the insurer for money it will never pay.
Free personal check
Done by Paul Robinson, not software
I'll read your aged debt report and show you why insurer payments are slow
What I need from you
- Your aged debt report
- Which insurers you bill most
- Whether you submit invoices electronically or on paper
What you get
- The causes behind your oldest invoices
- A 30, 60, 90 day routine
- Whether outsourcing would pay for itself
Within 2 working days
No sign-in, no sales call. I read every request myself and reply on WhatsApp.
Free tools
Check where you stand
Benchmarks
Many slow insured invoices can be traced to authorisation, coding or submission problems at the practice end
Solvable view from reviewing old invoices one by one. Not a measured figure
Solvable estimate
Paul Robinson
14 years in UK private healthcare
I solve this one for consultants
Want a hand? I'll look at your situation and tell you the three things I'd tackle first.
A few quick questions, about two minutes. I read every one myself and usually reply the same day.
No sales call unless you ask for one. Just a straight answer from me.
I reply personally, usually the same day.
Questions
Frequently asked questions
How long should insurers take to pay?
It varies by insurer and how the claim is submitted. Electronic, correctly coded and authorised claims are usually the fastest.
Can I charge the patient if the insurer does not pay?
Often yes, if your terms make clear the patient is ultimately responsible. Set this out in writing at booking.
Who do I escalate to?
Most insurers have a provider or consultant relations team. Ask for the contact on your first chase call.
Should my secretary or a billing supplier chase?
Either can work. The routine matters more than who does it.
What if the insurer says the patient was not covered?
Bill the patient directly, with a copy of the insurer's response, and offer a payment plan if needed.
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