YES THEY ALWAYS TELL ME THAT THE PATIENT/INSURED HAS TO CALL IN?I work for an insurance company; we will actually update a member's COB information based on information provided to us by a provider/facility. Have you tried contacting the secondary payer and providing them with the primary payer's information? This may help get your issue resolved for patients that don't/won't update the information themselves.
I'm sorry to hear that your payers won't update the information based on what you've provided to them. Have you tried talking to your provider relations representative with the payers you are having issues with to see if they can assist you with getting any outstanding claims resolved. You might ask them to have their customer service department reach out to responsible party/patient to get the information updated.
THANK YOUSome payers will allow providers to submit COB info on the website too. I used to have to do that quite often when I was billing hospital Medicaid claims. If you have a provider account on the insurer's website, it is worth looking to see if you could submit it that way too.