All insurance companies have claims departments. These people specialize in handling claims and deal with thousands of clients every year. Insurance companies do not permit agents or brokers to deal with claims; and, in fact, agents and brokers rarely have information about a claim. A medical ID card should always have the telephone number of the insurance company and/or their email. When contacting the company always ask for the “Claims Department.” If the “Claims Department” does not give adequate service and/or does not understand your situation, then get back to your agent. Sometimes the agent can get special attention for you in a claims matter by going through another avenue to get to the decision makers in a company. But an agent or broker is never allowed to handle claims matters. That must be done via the company’s “Claims Department.”
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