If you’ve ever dealt with a commercial insurance payer, chances are you’ve experienced the frustration of what feels like an endless waiting game. From dragging their feet on loading contracts to ignoring follow-ups and dodging accountability, some payers have perfected the art of delay. These tactics aren’t just inconvenient; they also create serious disruptions in revenue cycle management. And ultimately, they jeopardize the financial health of essential healthcare providers.

At Integrity Billing, it’s safe to say that we’ve seen it all. Insurance companies have the right to approve, deny, or say you’re owed a different amount on claims. But their decision should never be based on whatever they “feel” like paying, even though it can sure seem that way. Let’s take a closer look at some of the common “games” commercial payers play, and how we advocate for our clients every step of the way.

The “We Haven’t Loaded Your Contract Yet” Game

You’ve submitted everything—signed agreements, credentialing forms, documentation—and yet weeks (or months) later, the payer still hasn’t loaded your contract into their system. Meanwhile, claims are being denied or processed out-of-network, leading to reimbursement delays and increased out-of-pocket costs for your patients.

Loading new contracts into the system can be deprioritized unless someone keeps pushing. Aggravating, of course, but it happens. Unfortunately, payers know that the longer they delay, the longer they hold onto their cash. Insurance companies are businesses, too, and their profits are the money they make in premiums minus their expenses and the insurance claims they pay.

So how does Integrity Billing help? We stay on top of every contract from submission to implementation. We don’t wait weeks to follow up. Instead, we track progress proactively and escalate as needed to ensure you’re credentialed, contracted, and properly loaded in a timely manner.

The Vanishing Email Trick

You send a clear email with all supporting documentation, only to be told a week later: “We didn’t receive it.” Or worse, you get no response at all. Emails fall into a black hole, voicemails go unanswered, and you're left guessing whether your claim, appeal, or inquiry is even being reviewed. This is incredibly frustrating.

So why do insurance companies do this? What do they have to gain? Ignoring emails or claiming non-receipt gives payers more time and reduces pressure to resolve issues promptly. It’s a stall tactic, plain and simple.

Fortunately, Integrity Billing knows this game, and our approach is to document every interaction and use tracked emails, case numbers, and certified correspondence when necessary. Our team also finds it beneficial to build strong relationships with payer reps. If there are persistent issues, we can escalate them to supervisors or regulatory bodies.

The No-Call-Back Routine

How many times have you left a message for a payer rep only to receive no call back? Or, you finally get someone on the line who promises to follow up and then they vanish without a trace. It’s easier to make a promise and disappear than to deal with a complex or time-consuming issue. Some payer reps bank on providers giving up after being ignored long enough.

Here at Integrity Billing, we don’t know the word “ignore.” Our team sets reminders, logs every communication, and keeps the pressure on until the issue is resolved. We also escalate to account managers or provider relations leads when necessary to get real answers and results.

The “We’re Working On It” Stall

Payers may tell you they’re reviewing your case, investigating a denial, or auditing documentation, but it’s not uncommon for months to go by with no resolution. In the meantime, your revenue sits in limbo.

Keeping claims “under review” allows payers to delay payment without issuing a formal denial. It’s a tactic that buys them time while providers wait. The good news is that when you work with a billing company like ours, things won’t sit for long. We request clear timelines and written updates. If a claim drags beyond acceptable timeframes, we file formal grievances and pursue all appeal avenues to get things moving again.

Why These Games Matter

We wish that payers didn’t play games, but it’s the reality of the insurance industry. Not only are these delays a nuisance, but also they disrupt operations, delay patient care, and strain the finances of treatment providers. This is especially critical in behavioral health, addiction recovery, and mental health services, where timely reimbursement supports access to life-saving care.

Luckily, Integrity Billing understands how damaging these tactics can be and we take them seriously. That’s why we’ve built a team of seasoned billing professionals who know the payer playbook inside and out. We work behind the scenes to cut through the red tape and hold payers accountable so you can focus on what matters most: your patients.

Let Us Handle the Back-and-Forth

Tired of the games? Integrity Billing is here to help. From contract management and credentialing to follow-up, appeals, and collections, we act as your strategic partner to keep your revenue cycle running smoothly, even when payers try to slow it down.

Contact us today at 800-683-5640 or fill out our contact form to learn how we can advocate for your business and ensure you get paid accurately and on time.