Frequently Asked Questions

What is Better?

Better is an app for filing out-of-network health insurance claims.
Send us a photo of your claim and we will handle the rest,
including determining your eligibility and following-up with your health insurance company.

What is an out-of-network claim?

An out-of-network claim is a request for your health insurance company to reimburse a bill from a provider
that does not have a negotiated contract with your health insurance company.
If you are billed for the full cost of a visit directly by your provider,
or they have told you they do not accept insurance, it is likely they are out-of-network.

Do all health insurance policies reimburse out-of-network claims?

No, not all policies reimburse out-of-network claims. Better can check
whether your policy will reimburse you for a specific type of out-of-network care.

What is an in-network claim?

An in-network claim is usually filed directly by your provider with
your insurance company. An in-network provider has a contract already
in place with your health insurance company. For an in-network visit,
you are only responsible for paying the copayment or for the portion of
care not covered by your insurance.

Does Better handle in-network claims?

No. In network claims should be handled by your provider. It is
important not to submit a claim to your health insurance company more
than once.

What if I don’t know if my claim will be covered?

That is easy! Send it to us anyways. Better will check to determine
whether or not your claim is covered by your policy. We won’t charge you
anything if you don’t get any money back.

What if a claim is rejected?

If a claim is rejected, Better will work with your health insurance
company to determine whether the decision can be appealed. If a claim
is rejected for missing information, lack of preauthorization, or
another administrative error, Better will automatically appeal the
decision. If the case is more complex, such as a rejection because
a claim is deemed not medically necessary, a Better agent will reach
out to you to discuss the best course of action.

Does Better accept bills my insurance company has already paid part of?

If your health insurance company has already paid their share you cannot submit the bill as a claim via Better. You can, however, send the bill and an explanation of your concerns to One of our agents will review your bill to see if we can help.

How do I know if a claim is in-network or out-of-network?

An out-of-network provider will bill you directly for services. They
will not send a bill to your insurance. You can ask any provider
whether they are in or out-of-network for your specific insurance plan.

What if I have multiple insurance policies?

Better supports multiple insurance policies. Simply upload each insurance card into your account and let us know
which is the primary insurance. You can also specify which plans cover
vision, dental or prescription drugs. We will handle the details.
Why doesn’t Better accept worker’s compensation claims?
Worker’s compensation claims are processed differently than health
insurance claims. Better does not process claims for any injuries that
occurred while on the job.

How long will it take to get reimbursed?

This depends on your insurance company and the complexity of your
claim. It can take days to months for claims to be processed. Better
contacts your insurance company regularly to expedite the process as
much as possible.

What if the provider wants me to pay the bill before my insurance reimburses me?

Many providers require payment at the time of service. Should your provider bill you after your visit you can request an extension on when payment is due. If you’d like to discuss your specific situation just reach out to

How much money will I get back?

This depends on your specific insurance plan, your deductible and the
type of medical service you received. Better will work with your
insurance company and provider to maximize the amount reimbursed as
much as possible.

What is a deductible?

A deductible is a set amount of money you are expected to pay before
your insurance will start paying for your care. This amount is determined by your
specific policy and is set in advance. Better can help you understand
how your deductible will affect how much you are reimbursed for a

What is an out-of-pocket maximum?

The out-of-pocket maximum is the total amount of money you can be
required to pay towards your health care before your health insurance
policy begins to pay 100% of the costs. This amount differs from plan to
plan but usually resets each year. There is usually one maximum per
person and a higher maximum per family.

How much does Better charge?

Better charges 10% of the money we get you back! If your claim is applied to
your deductible or not covered by your policy, Better is free. We only make
money when we get you money!

What if data is missing from my bill?

If you submit a bill from your provider that is missing information
Better will fill it in using data available online or by calling your

What data should be on my bill?

To process your claim your bill will need to include your name, your
provider’s name, your provider’s employment identification number (EIN
or TIN) or social security number, your provider’s National Provider
Identifier number, the code(s) for your diagnosis, the code(s) for any
procedures, the date of your appointment (date of service), and the
total amount of the bill. A bill with all this information is called a

How do I get my money back?

Your insurance company will issue you a check in the mail.

How does Better keep my information safe?

We take the security and confidentiality of your information very seriously.
All communication with Better is done over secure, encrypted channels.
All your personal health information is encrypted on our servers as well. We
never disclose your information to anyone except your health
insurance company. We comply with all applicable HIPAA and FTC guidelines.