After You Get Care

Once your visit is over, there are a few important steps to take to make sure your bill is correct and you don’t overpay. Use this guide to understand what happens next and what to do if something doesn’t look right.

1. Wait for Both Your EOB and Your Bill

After your visit:

Your provider sends the claim to UHCSR (your insurance company).
UHCSR processes the claim and sends you an Explanation of Benefits (EOB).
Your provider then sends you a bill.

The EOB is not a bill — it’s just a summary of how your claim was handled.

Don’t pay anything until:

You’ve received both your EOB and your provider’s bill.
You’ve checked that the amount on the bill matches what the EOB says you owe.

2. Review Your Explanation of Benefits (EOB)

Your EOB will show:

What services were covered
What UHCSR paid
What you may still owe

You can also look up any remark codes on the EOB for more details.

If you haven’t received an EOB yet, call your provider to confirm they submitted the claim to UHCSR.

What to Say: "I haven’t received an Explanation of Benefits for my visit on [date]. Can you confirm that you submitted the claim with my correct insurance info?"

Watch: What is an EOB? to learn more about how to read it.

3. Compare the Bill to the EOB

When you get the bill, check that the amount you’re being asked to pay matches what your EOB says you owe.

If the amounts don’t match, don’t pay yet — call your provider or UHCSR to resolve it.

4. If the Bill and EOB Don’t Match

Here are scripts you can use:

Calling the Provider

"Hi, I got a bill for [service/date], but the amount doesn’t match what my insurance (UHCSR) says I owe on my Explanation of Benefits. Can you help me go over the bill and explain the charges?"

If needed, you can also say:
"On my EOB, it says I owe [amount], but your bill says [amount]. Can you check if the claim was processed correctly or if there’s an error?"

If they tell you to follow up with insurance:
"Thanks for checking. Can you confirm the amount you submitted to UHCSR and the claim number so I can call them next?"

Calling UHCSR

"Hi, I got a bill from my provider for [service/date], but it doesn’t match what’s on my Explanation of Benefits. My provider said to check with UHCSR."

If asked, be ready with:

Your full name and date of birth
UHCSR member ID number (from your insurance card)
The date of service and provider name
The amount on the bill and the amount on your EOB

If they find an issue:
"Will you send an updated EOB to me and my provider?"

If they send you back to the provider:
"What information should I give the provider when I call them back?"

5. Ask for an Itemized Bill (if needed)

If you want to see exactly what you’re being charged for, you can ask for a detailed bill.

What to Say: "Can you send me an itemized bill for my visit? I’d like to review the individual charges."

6. Ask About Financial Help

If you’re worried about paying your bill, ask your provider if they offer financial assistance, discounts, or payment plans.

What to Say:"Do you offer any financial assistance or payment plan options for students?"

Watch: How to Negotiate Your Medical Bills for more tips on lowering what you owe.

Visit Help & Contacts for more resources.

7. If Your Bill Goes to Collections

If your bill has already been sent to a collections agency, you can still call to try to set up a payment plan or ask about reducing the amount.

What to Say: "I can’t pay the full balance right now. Can we set up a monthly payment plan or talk about reducing the amount I owe?"

8. Know Your Rights: The No Surprises Act

You have legal protections against certain unexpected bills.

If you’re uninsured or paying out of pocket:

You’re entitled to a written Good Faith Estimate of expected costs.
You can dispute charges that are more than $400 over the estimate.

If you have insurance:

You’re protected from surprise bills for emergency care and from out-of-network providers at in-network facilities.

Note: Ground ambulance services are not covered by this law.

For help or to file a complaint:

U.S. Centers for Medicare & Medicaid Services: 1-800-985-3059 or cms.gov/nosurprises
Massachusetts Attorney General’s Office: 1-888-830-6277 or file a complaint

Need help talking to UHCSR or a provider about your bill? You can appoint someone as your Personal Representative to speak on your behalf. Learn more on our Help & Contacts page.

Summary

Wait for both your EOB and your provider’s bill before paying.
Make sure the bill matches your EOB.
Call your provider or UHCSR if something doesn’t add up.
Ask about payment plans or financial help if needed.
Know your rights — and speak up if something seems wrong.