Our office policy is to try 3 times to ask for a refund request. If we receive no response and it has been 1 year since their payment, we note the account as an unwanted refund. If I know for a fact it is the secondary's credit ,if I have their address, I do a voluntary refund. I like to keep my credits as slim as possible. If both insurance companies are paying as primary, you need to get the patient to call both insurance carriers and update their information. This happens a good bit and after the patient calls to correct the insurance carriers almost immediately request their portion of the overpayment back.
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