Understanding recent insurance letters about your SIU provider
Some patients recently received letters from their insurance companies stating that their primary care provider is no longer available or no longer accepts their insurance.
If you received one of these letters — don’t panic.
In many cases, these letters were automatically generated due to a technical change in how SIU Medicine bills for certain providers. Your doctor is still with SIU and still accepts your insurance. However, your insurance plan may now require you to call and confirm that you want to keep your current provider.
If you don’t take this step, your insurance plan may assign you a new doctor by default — even though your current provider is still available.
Affected providers may include:
Hannah Bettis
Dr. Rexanne Caga-anan
Dr. Mark Graves
Dr. Susan Hingle
Dr. John Lee
Jennifer Rimar
Dr. Gary Rull
Dr. Akshra Verma
Note: Not all patients of these providers will receive a letter, and not all insurance plans require action. If you're unsure, give us a call. We’re happy to help.
Frequently asked questions
Q: Why did I get a letter saying my SIU doctor is no longer available?
A: The letter was automatically generated by your insurance company after a technical change in how SIU Medicine bills for some providers. It may sound like your doctor has left SIU or is no longer covered, but that’s not true. Your doctor is still at SIU and still accepts your insurance.
Q: Do I really need to contact my insurance company?
A: Yes. Even though nothing has changed about your provider’s care or insurance coverage, you need to call your insurance company to tell them you want to stay with your current SIU doctor. If you don’t, your insurance plan may automatically assign you to a different provider.
Q: What do I say when I call my insurance plan?
A: You can say:
“I received a letter, but I want to keep my current doctor, [Dr. Name], at SIU Medicine. Please make sure they remain listed as my primary care provider.”
We’ve included a sample script below.
Q: Has my doctor left SIU Medicine?
A: No. Your doctor is still part of SIU and still sees patients in the same location.
Q: Did my insurance plan drop SIU Medicine?
A: No. SIU Medicine still participates in your plan. This issue is about how certain providers are categorized in the insurance system, not about dropping coverage.
Q: What happens if I don’t do anything?
A: If you don’t call your insurance plan, they may assign you a new doctor — even though your current doctor is still available and covered. This could create unnecessary confusion and disruption in your care.
Q: I’m still confused. Can someone help me?
A: Absolutely. Call our office at 217-545-8000, and we’ll walk you through what to say or help you take the next steps.
Sample script: Speaking with your insurance provider
Hi, I received a letter saying my doctor is no longer available, but I want to stay with my current SIU provider. Their name is Dr. [Name] at SIU Medicine. I understand this is due to a billing change, but I want to confirm that I choose to continue seeing them as my primary care provider.
Be prepared to verify your identity and share your:
- Member ID number (found on the front of your insurance card)
- Group number (if applicable – also found on your insurance card)
- Date of birth
- Mailing address or last four digits of your Social Security Number
You may also be asked to confirm the provider’s name, location or clinic address. It’s okay to tell them your doctor is still part of SIU Medicine and is now associated with SIU’s Federally Qualified Health Center.
