We ran into this once with one of our patients. We ended up submitting claims to Part B just to get a denial, and then sent the claim to the secondary insurance, even though they weren't technically secondary!
Another time, one of our patients took out a commercial policy that she thought would be her primary insurance, but turned out to be a Medicare supplement plan, and she didn't have Medicare Part B !! The supplement would only pay Medicare deductible and co-insurance. Since there were none of these things, they paid nothing! The patient was paying premiums for this policy that did her no good at all!
I would investigate further the particular circumstances in this case. It could be that the patient is Medicare eligible, and the insurance just wants verification that the patient doesn't have it. If that's the case, you'll have to get the patient involved to help you get this straight.
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