Understanding your bill
Frequently asked questions
Q: Do you accept my insurance plan?
A: HonorHealth is contracted with the major payers, Medicare and some AHCCCS plans. You can review a list of insurance plans HonorHealth accepts, but you should call your insurance provider to confirm that HonorHealth is in your network, or that you are assigned to an HonorHealth provider.
Q: Why did the office tell me you were contracted with my insurance when you are not?
A: There are many different benefit packages and networks under insurance plans, and there are times where we may not have the most current information available. We apologize for any inconvenience and will work with your insurance to get this balance paid. Please contact your insurance company, so they can assist you in finding a provider who accepts your insurance plan.
Q: I have two insurance policies. Did you bill my secondary insurance?
A: Yes, HonorHealth bills all insurances listed on your patient account. Please be sure to verify that you have accurate insurance information on file with HonorHealth.
Q: I have Medicare. Why didn't this cover my balance?
A: Medicare does not pay a visit in full. Patients share in a portion of the payment through their yearly deductible and co-insurance percentage.
Q: Why do I have a balance?
A: Your insurance has processed the claim and paid the covered benefit. The balance due is considered the patient’s responsibility and related to your specific insurance policy, and may be due to your co-pay, deductible, or co-insurance percentage. Contact your insurance provider with specific questions.
Q: Why am I being charged a copay?
A: Your insurance plan has processed the claim based on where you received services. For more information about services that are covered as part of your insurance benefits, please contact your insurance provider directly.
Q: What is a deductible?
A: A deductible is the amount you pay for services in a calendar year before your insurances begins to pay.
Q: What is a co-insurance?
A: The co-insurance is a cost share amount between you and your insurance company for services provided.
Q: My visit was for my annual physical. Why do I have a balance due?
A: Your provider charges based on the visit they had with you. If your visit was for a physical, there could be charges for tests or procedures not covered in the physical/wellness charge.
Q: Was this date of service coded correctly?
A: Coding is based on the provider’s documentation of the visit. If there is a question regarding the coding of a visit, please call HonorHealth at 623-300-9044 to request a review.
Q: Why wasn't I told there would be two bills for my specialty visit?
A: Some HonorHealth locations are departments of our hospitals. This means that you will receive a bill from the facility (hospital) and from the provider for their services. Your insurance may process your visit under your outpatient benefits.
Q: Why am I receiving a hospital bill when I did not go to the hospital?
A: Some services, such as radiology, lab or office visits are done through departments of HonorHealth hospitals. These services will include an additional hospital charge.
Q: What do I do if the online bill pay is not working?
A: Unfortunately, technical issues sometimes occur. We apologize for the inconvenience. Call 623-300-9044 and HonorHealth will take your payment over the phone, free of charge. You’ll receive a receipt by email.
Q: Why doesn’t my statement reflect my last payment?
A: Payments and statements sometimes cross in the mail. If the time between when you made a payment and when the statement was mailed is more than a week, please call HonorHealth to verify that your payment has been received.
Q: I know I paid my bill and I have my receipt. Why isn’t my payment recorded?
A: Please send us a copy of your receipt and we would be happy to research what happened to your payment. Call 623-300-9044 for instructions on where to send the copy of your receipt.
Q: Why did I get a past due notice on my account?
A: A past due notice will be generated on your second statement if your balance shows as unpaid at the time the statement is generated.
Q: How can I verify my balance?
A: You can call the billing department directly at 623-300-9044 or you can view this information in your MyChart patient portal.
Q: My Chart doesn't show my payments I already made a month ago.
A: MyChart is not updated right away. You can request an itemized payment statement by calling HonorHealth at 623-300-9044.
Q: I have a credit balance. How can I get a refund?
A: If you have a credit on your account, call HonorHealth at 623-300-9044 and we will be happy to process your refund. This will be sent to you in the form of a check. Please allow four to six weeks for processing.