What action do you take when an incorrect payment is received from an insurance company for copies of medical records?

• A. Send the information requested along with a letter to the company specifying the amount owed to the government
• B. Destroy the check and request that the company issue another check for the correct amount
• C. Hold the check, notify the insurance company of the additional charges, and return the check upon receipt of a check for the correct amount
• D. Send the check to the base finance office for deposit and notify the medical service amount (MSA) officer that a balance is due and has not been requested.

Answer: (A)

When a payment comes in that doesn’t match the billed amount for copies of medical records, you fulfill the request but also flag the mismatch so the payer knows what remains owed. The best approach is to send the requested records with a letter that clearly states the amount owed to the government and that the payer needs to remit the outstanding balance. This communicates the discrepancy, preserves the records, and directs the payer to correct the payment, ensuring proper funds flow and accountability.

Destroying the check, holding and waiting indefinitely for the correct amount, or routing the payment to another office without addressing the balance would delay settlement and obscure the debt owed to the government.