How advocacy helped Sarah navigate her claim

[MUSIC PLAYING IN THE BACKGROUND THROUGHOUT THE VIDEO]

[LOGO, UnitedHealthcare]

[ANIMATION, UnitedHealthcare logo in animation]

[SARAH SPEAKING ON SCREEN]           

[Text on Screen – Sarah, UnitedHealthcare member]

SARAH: Trying to explain why you have to have chemotherapy and radiation to a four-year-old is a little bit tricky. So the way we described it to my son is, Mama is fighting pirates. And of course, after a few chemotherapy sessions, I really started to look pirate-like because I had my scarves that I wore.

[VIDEO, Sarah playing piano]

My name is Sarah. I am a music teacher and a homemaker, and the best job of all, I am a mom.

[VIDEO, series of family photographs]

Last spring, I knew that I needed to do just a regularly scheduled screening mammogram, and within a few days I had a call saying, okay, we need to do another diagnostic, just to check things out. In April of 2023, I learned that I had been diagnosed with breast cancer. Fortunately, we caught it early, so it was quite small, quite slow growing. There's still a sense of surprise when it's you.

[VIDEO, Sarah playing the piano]

I thought, okay, we've paid everything we need to pay and then I get a whopping bill in the mail. What is this and where did it come from?

[VIDEO, Sarah at her kitchen table, talking on the phone]

And so I called UnitedHealthcare to say, please, how do I deal with this? What I was impressed by was the patient advocate that I talked to was very close to my age. So she felt very invested in me and this experience that I was having, and she wanted to make things right. She spent over an hour on the phone with me, just talking through what had happened and trying to figure things out. I was grateful that I was being treated as a human being. I find, when you're going through something really rough, that it really matters to have someone who will choose to view you as a person instead of as a diagnosis or as a case.

[Text on Screen – The UnitedHealthcare advocate worked with Sarah to find answers.]

[Text on Screen – The advocate discovered the radiology provider had billed Sarah inaccurately. The final bill was greatly reduced.]

[VIDEO, Sarah sitting on the couch, crafting]

So I was grateful to have health insurance distilled down to an interaction between me and another human being who really cared about me receiving the help that I needed. Just gave me a lot of comfort to know that there was going to be someone on the other end of the phone who would be there for me.

[ANIMATION, UnitedHealthcare logo in animation]

[LOGO, UnitedHealthcare]

[Text on Screen – UnitedHealthcare, uhc.com]