Billing chaos

A story in last Sunday's Southeast Missourian about cell phone fees was another reminder of how complicated our lives can become, all in the name of convenience and new technology.

Most cell phone users, even those who complain about add-on fees they don't understand, would say that the mobile devices have become indispensable for both business and personal contacts.

But cell phones aren't just for making phone calls anymore. They are used for all sorts of messaging options, including e-mail and access to the Internet.

All that glitz and the ability to have access to just about anyone or anything -- any time -- isn't enough to offset the mental furor brought on by the monthly phone bill. And anyone who has had to deal with medical bills recently can attest to the bizarre labyrinth of incomprehensible coding that makes even the hardiest consumer flinch.

So why are things like phone bills and medical bills and insurance explanation-of-benefit forms so incomprehensible?

One reason is the consumer. We want those optional services offered by phone companies: caller ID, call waiting, voice mail, paging, Internet access, directory assistance, number portability. And if those services are provided, they have to be accounted for on phone bills.

Telephone customers are likely to understand a surcharge for 911 emergency services, but they might be less familiar with state subscriber lines charges, interstate subscriber line charges, universal service charges, telecommunications relay service charges and a variety of local, state and federal taxes.

By the time all these things are itemized on a phone bill, it's several pages long and beyond the patience of most phone customers. So they pay the bill and move on.

Medical bills present another array of confusing information. Particularly annoying is the use of codes that represent specific medical services. Patients have no clue what those codes mean. And why are there so many codes (and accompanying charges) when the bill if for a simple office visit to get a flu shot?

Since all of the processing of medical insurance claims is done on computers, it would seem reasonable that every qualified provider in a particular insurance plan would have an identifying code. But confusion -- and denied claims -- arise when a cardiologist's office files a claim listing his clinic as the provider, but the insurance company only has the doctor himself listed as a provider.

Claim denied.

Meanwhile, ordinary people are left to cope with pages of phone bills and incomprehensible EOB insurance statements. The older you get, the more you are likely to have to deal with all that confusing paperwork. For senior citizens, all this printed chaos surely does little to provide comfort.