[MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]
[LOGO: UnitedHealthcare]
[ANIMATION: UnitedHealthcare in animation]
[MARVA SPEAKING ON SCREEN]
[VIDEO, MRI of a brain]
MARVA: So we received the MRI results and when we did, he had a very large tumor.
[DARREN SPEAKING ON SCREEN]
DARREN: When we started out, we knew that the insurance company, and everything, was paying everything. But after I got out six months later, I got a bill and it's, like, oh wait a minute.
[Text On Screen – Being there: Darren’s story]
[VIDEO, an aerial view of Darren’s farm]
[Text On Screen – Darren, UnitedHealthcare Member]
I have a little farm here. It’s only 40 acres, my farm. I grow my horse hay the year, my cow hay, and everything's really good.
[VIDEO, Darren tending to the animals on the farm]
MARVA: Darren does all the outside work. He's involved with all the daily outside roping and feeding, and that type of activity, and I do the business part of it.
[MARVA SPEAKING ON SCREEN]
[Text On Screen – Marva, UnitedHealthcare Member]
The original bill was like a $34,000 bill. The first thing I said when I saw the bill was like, what the heck? This is a lot of money.
[VIDEO, Marva on her computer]
And I didn't know the office. I never had seen the name of that doctor.
[DARREN SPEAKING ON SCREEN]
DARREN: It could break you. I got my little farm and everything. Oh, I'm not going to sell it, but you could be so broke and everybody wanting everything.
[VIDEO, Marva at her computer, on her phone]
MARVA: Then I started receiving text messages from the surgical team.
[MARVA SPEAKING ON SCREEN]
And not only did I try to reach out to them and reason with them, they were very firm and not budging.
[ADAM SPEAKING ON SCREEN]
[Text On Screen – Adam, UnitedHealthcare Employee]
ADAM: My name is Adam, and I'm a member services supervisor at UnitedHealthcare.
[VIDEO, Darren at work on his farm, tending to animals, roping]
UnitedHealthcare helps members understand balance billing from out-of-network services. We relieve the stress by providing clarity so members can focus on their health and recovery.
[VIDEO, Darren mounting a horse and roping, transitioning to Darren and Marva with their grandchild]
The surgeon was in-network, the facility was in-network. An assistant surgeon who was out of network had performed a service during the surgery, but Darren and Marva didn't know it.
[MARVA SPEAKING ON SCREEN]
MARVA: So I called UnitedHealthcare. UnitedHealthcare was very helpful, and they reassured me that I was not liable for it.
[ADAM SPEAKING ON SCREEN]
ADAM: UnitedHealthcare reminded Darren and Marva that they were not obligated to pay the balance bill because it is prohibited under the No Surprises Act.
[MARVA SPEAKING ON SCREEN]
MARVA: They did a wonderful job communicating back and forth and checking in and giving updates. The end result was a very positive result because the bill was taken care of and there was no expense required of Darren or I.
[ADAM SPEAKING ON SCREEN]
ADAM: What matters is that they have somebody to fight for them, to educate them, to assist them.
[DARREN SPEAKING ON SCREEN]
DARREN: All I can say is you guys did me very good. Everything's very good for me. Got good helpers there. The insurance company did me really good.
[ANIMATION: UnitedHealthcare in animation]
[LOGO: UnitedHealthcare]
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