jump to main menu jump to subject menu jump to content jump to footer

Insurance Consumer Advocate

Sha'Ron James

Contact Us
Mailing: 200 East Gaines St.
Tallahassee, FL 32399-0308

For Consumer Assistance:
Contact the Division of
Consumer Services within the
Department of Financial Services

Online at
Consumer Services
Toll-free in Florida
Out of State
(850) 413-3089
(850) 413-3033

Public Records Requests

Follow the ICA on Twitter

design placeholder only

New state law will prevent unprecedented ER bills


Date: June 27, 2016
Source: WFTV9 Orlando


A DeLand woman claims she was hit with a surprise emergency room bill even though she was fully insured.

Linda McCallister was charged nearly $1,000 for an "out of network" hidden fee.

She called Action 9 for results, and Todd Ulrich found out a new state law that protects all patients from surprise billing goes into effect this week.

McCallister, a nurse, thought she knew the right question to ask heading to the emergency room in severe pain.

“I called to make sure this hospital was in my insurance network,” she said.

Florida Hospital Deland was “in network” for her United Health Care coverage.

But later, McCallister got a bill in the mail for the emergency room doctor and the charge was $946.

“I thought everything was covered. I had no idea anyone would bill me,” she said.

The hospital was in network but the emergency room doctors were not.

United Health Care denied the claim.

“I discovered it happened to a lot of people,” she said.

Since 2011, Action 9 investigated a dozen cases involving families hit by out of network medical bills.

Starting July 1, a new Florida law will ban surprise charges and make all emergency treatment in network.

The reform protects patients who cannot be billed.

The doctors and insurance companies must now resolve the disputes on their own.

Florida's Insurance Consumer Advocate Sha’Ron James said it's a big win for many patients.

“The consumers needed to be taken out of this situation. It’s definitely a situation that should be resolved between providers and insurance companies,” James said.

When McCallister’s attempt to dispute her bill failed, she called Action 9.

After Ulirch contacted Emergency Medicine Professionals, the company dropped the charge, even though McCallister was billed before the rules changed.

An EMP spokesman said it had sent United Health Care all the documents it required, but it still didn’t pay the claim.

Starting Friday, patients will only have to pay their deductibles for emergency medical treatment.

Action 9 was able to help McCallister even before the reforms became law.

“You have been a big help. I didn't know where else to turn because no one was helping me,” McCallister told Ulrich.

The new law does not cover air ambulance charges.

James said consumers should still dispute the fee and contact her office.