Billing Services

Frequently Asked Questions

Frequently Asked Questions: Billing Services

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General Questions

  • Why have I received an invoice from Quest Diagnostics?

    The invoice you received is for laboratory services provided by Quest Diagnostics, which were ordered by your physician.  This invoice is for laboratory testing fees only and is separate from any bill you may have received from your physician and/or paid at your physician's office.

    Although you may not have physically visited a Quest Diagnostics location, your physician may have sent your specimen out to a Quest Diagnostics laboratory to be tested.

    Please refer to the message on your Quest Diagnostics invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice.

    A few reasons you may have received an invoice include, but are not limited to, the following:

    • Insurance information was not received or the wrong insurance information was received on your test order
    • The insurance carrier processed the claim and denied payment
    • The insurance carrier processed the claim and applied the balance to your co-pay or deductible
    • The insurance carrier did not respond to the claim.
  • I don't understand some aspects of my invoice.  Who can help me to understand it?

    Click on the highlighted term to view an example of the Quest Diagnostics invoice, which contains definitions for many of the terms used on it.  This example may look somewhat different from your invoice depending on where your tests were performed, but the definitions of terms may be helpful to you.

    If you would like further assistance, please call the Customer Service phone number listed on your invoice or click here for our Customer Service phone numbers by area.  You can also contact our online Customer Service.

  • Why does an invoice for my testing sometimes get mailed to my home addressed to my spouse?

    The policyholder is responsible for payment of co-insurance, co-payments and or deductibles incurred for covered services provided to you as a covered dependent.  If the invoice is addressed to your spouse, it is likely your spouse is the insurance policyholder.

  • I received an invoice requesting additional information.  What should I do?

    Please send the requested information to the address or fax number listed on your invoice.  You can also call the Customer Service phone number listed on your invoice, or contact our online Customer Service. If the message on your invoice indicates that your insurance carrier needs more information from you in order to process your claim, please contact your insurance carrier directly.

  • Where does Quest Diagnostics obtain the diagnosis information related to my claim?

    Quest Diagnostics obtains diagnosis information from the ordering physician's office.  If your insurance carrier denied your claim due to the diagnosis code, please contact your physician's office.

  • Why am I being charged a draw fee?

    A draw fee is charged when a patient goes to one of our Patient Service Centers (PSC) for the drawing of a specimen.  Insurance may cover this fee for many of our patients.  However, patients whose insurance does not cover the draw fee and uninsured patients are responsible for payment of the draw fee.

  • Why am I being charged for additional testing which was not on my original test order (requisition)?

    There are two reasons that an additional test, which was not originally ordered by your physician, would be performed.  The first is that your physician may have called the laboratory to request additional testing after the order was submitted.  The second is that one of the tests your physician ordered may have been a "reflex" test.  Reflex testing may result in an additional test being performed depending on the results of the original test.  The reflex test is performed to get more detailed information about the findings of the initial test.

Payment

  • Can I pay my invoice online?

    You can pay your invoice directly from this website by clicking here.

  • Can I store my payment and insurance information online?

    Yes, you can store your information when you register at Manage My Account.

  • Is my payment information secure?

    Yes.

    All of us are concerned about web privacy and the security of the information we transmit over the Internet. When paying your bill online through the Quest Diagnostics hosted bill payment application, be assured that your information is secure, both during transmission over the Internet and within the application itself.

    This application uses industry standard SSL encryption on EVERY page in the system. This is the same encryption and validation technology used by banks and brokerages to safeguard your financial information. To verify this system is delivered over a secure SSL connection, look for the SSL padlock in your browser:

    • If you're using Internet Explorer 7.0 or later, the padlock is located at the top of your browser window, immediately to the right of the address bar.

    • If you're using Internet Explorer 6.0 or earlier, the padlock is located at the bottom right of your browser window, immediately to the left of the word "Internet".

    • If you're using Firefox 4.0 or later, you will not see padlock at all. Instead, the Site Identification Button is displayed on the left end of the address bar.

    • If you're using Firefox 3.0 or earlier, the padlock is located at the bottom right of your browser window.

    • If you're using Safari, the padlock is located at the top right of your browser window.

    For more information, see our privacy policy.
  • How do I pay my invoice by mail?

    To pay your invoice by mail, send your payment to the "Send Payments To" address listed on your invoice.  

    Please send the Payment Coupon(s), attached to your invoice, along with your payment and write your invoice number(s) on your check or money order to ensure proper credit is applied.

  • Why do I have a different invoice number each time I have services performed?  How does this affect making payments online?

    Our billing system generates transactional specific invoices.  Due to patient privacy issues, our system does not store information regarding the patient from transaction to transaction.  Each transaction generates a new invoice number.  Therefore, if paying online, the online invoice number must match the actual paper invoice so the payment can be applied to the correct invoice.

Insurance

  • How can I find out if Quest Diagnostics is a participating provider with my insurance?

    You can view an online list of insurance carriers that participate with Quest Diagnostics (online lists available for most states) by clicking here. However, it is the patient's responsibility to verify benefits before services are performed.  Any questions regarding coverage should be directed to your insurance carrier.

  • How do I submit secondary insurance information?

    In select geographic areas, Quest Diagnostics will file eligible claims to a secondary insurance carrier as a one-time courtesy.  To check availability of this courtesy service and to submit your secondary insurance information, please call the Customer Service phone number listed on your invoice or click here for our Customer Service phone numbers by area.  You can also contact our online Customer Service.

  • Why have I received an invoice when I have insurance that covers my laboratory testing?

    A few reasons you may have received an invoice include, but are not limited to, the following:

    • Insurance information was not received or the wrong insurance information was received on your test order;
    • The insurance carrier processed the claim and denied payment;
    • The insurance carrier processed the claim and applied the balance to your co-pay or deductible;
    • The insurance carrier did not respond to the claim.

    Please refer to the message on your Quest Diagnostics invoice or the Explanation of Benefits (EOB) from your insurance carrier for more specific information about why you received an invoice.  If you have additional questions or concerns, please contact your insurance carrier directly.  If your insurance carrier was not billed or was billed with incorrect information, you can submit your correct insurance information here and we will resubmit a claim to your insurance carrier.  It is helpful to have your insurance card in front of you when providing this information.

  • My insurance information has changed.  How do I correct it?

    You can provide your insurance information directly to Quest Diagnostics by clicking here to contact Customer Service or here to manage your account.  Please be sure that the information provided is accurate and complete.  Inaccurate or incomplete information may result in a delay or denial of payment by your insurance carrier.  You can also mail or fax a copy of the front and back of your insurance card to the correspondence address or fax number listed on your invoice.

  • Why was my invoice billed with incorrect insurance information?

    Your insurance carrier is billed based on the information provided to us on the original test order from your physician, also called a requisition.  Sometimes the information provided on the requisition is incorrect.  To ensure your insurance is billed properly, please present your insurance card at each physician's office or Patient Service Center (PSC) visit.  Please also make sure your physician's office or the PSC, has your most current insurance and billing information, including your current address, contact information, and correct date of birth.  Some physician's offices have a separate laboratory test ordering system, called Care 360, so you can also check with your physician's office or the PSC to verify that your insurance information is correct in this system as well.

  • Why do I have to give my insurance information each time I visit my physician or Patient Service Center?

    Individual insurance coverage plans typically change on an annual basis.  It is important to provide your most current insurance policy information at each visit to ensure proper billing.

  • I received information from my insurance carrier about my benefits and I do not understand all of the information.  Can you help me?

    For information regarding coverage and benefits from your insurance carrier, please contact your insurance carrier directly.  Information about how a specific claim is processed should be provided to you from your insurance carrier on an Explanation of Benefits (EOB) form.  These forms usually differ with each insurance carrier.  You can click here for a glossary of terms, which may help you interpret the information provided by your insurance carrier.

  • The "Explanation of Benefits" I received from my insurance carrier is different from the information on my Quest Diagnostics invoice.  What should I do?

    If you received an Explanation of Benefits (EOB) from your insurance carrier that differs from what is indicated on your Quest Diagnostics' invoice, please write your invoice number on the EOB and mail a copy or fax it to Quest Diagnostics.  Please refer to your invoice for the correspondence mailing address and fax number.  Quest Diagnostics will contact your insurance carrier to research and resolve the discrepancy.

  • How long will it take to receive a response from my insurance carrier?

    It typically takes about four to six weeks for your insurance carrier to process your claim and send you and Explanation of Benefits (EOB).

  • Is Quest Diagnostics able to tell me if I am covered for testing?

    No, Quest Diagnostics does not know each individual patient's insurance coverage.  It is the patient's responsibility to verify benefits before services are performed.  Any questions regarding coverage should be directed to your insurance carrier.

E-Billing Services

  • If I sign up for e-bill, can I still receive a paper invoice?

    Once the e-bill Terms and Conditions are accepted for e-bill, the initial patient invoice will be sent electronically. Any follow up invoices will be sent via paper, unless you are on a payment plan.

  • What is e-billing? How do I sign up?

    E-billing allows your Quest Diagnostics invoice to be sent to you via email in a PDF format.

    If you have used our services in the past and have given us your email address, Quest Diagnostics will automatically send you a Terms and Conditions e-mail the next time you have patient responsibility to offer you the chance to opt-in for e-billing.

    There are also multiple ways to request e-billing:

    • You can ask one of our Customer Service Rep
    • Request e-bill via our website.

    Once you request to sign up for our e-billing services, the registration is not complete until you Opt In via the email that is sent to confirm your agreement to the Terms and Conditions.

  • Why should I sign up for e-bill, what are the advantages?

    • Saves time, reduces clutter, and is more environmentally friendly
    • Provides password security
    • Allows you to save and print the invoice for your records
    • Enables quick and easy payment from the email or invoice
    • Provides quick access to update your email or insurance information
  • What are the payment options with e-bill?

    You have multiple payment options available with e-billing:

    • Pay on our website from the email or PDF of the invoice
    • Make a payment by phone
    • Mail in your payment
  • Can I print my e-bill?

    Yes, the Quest Diagnostics e-bill is a PDF format can be printed or saved.

  • Can I send my e-bill for FSA or HRA reimbursement?

    You will need to contact your FSA or HRA administrator for instructions on filing requirements.

  • Can I opt out of e-bill once I sign up, if so, how do I opt-out?

    Yes. You can opt out of our e-billing services at any time.

    • You can contact Customer service to request paper invoices
    • You can opt out by clicking unsubscribe link from your invoice delivered email
  • Do I have to create an account to receive an e-bill?

    No. Once you opt in and accept the Terms and Conditions you will be enrolled in our e-billing services.

  • How can I update my insurance, demographics information, or change my email address?

    • To update your insurance or demographic information, click the update your insurance link from your invoice delivered email
    • To update your email address, click the update email link from your invoice delivered email
  • I entered the password incorrectly and cannot view my invoice; do I need to get a new password?

    If you enter your password incorrectly 3 times, you will need to close out of the file and reopen to retype you current password. Once the original password is generated for the file, it cannot be reset.

Pricing

  • How can I obtain pricing information?

    If you are having your blood drawn at a Quest Diagnostics Patient Service Center (PSC), you can ask for patient pricing before it is drawn.  You can also contact the Billing Customer Service or the Customer Service department at the laboratory that services your area.  Click here for a link to our Customer Service phone numbers by area.  In order to receive accurate pricing information, it is necessary to provide the correct service code from the test order.

  • Can Quest Diagnostics tell me how much I can expect to pay for my tests?

    The price you pay for tests performed by Quest Diagnostics may be dependent on several variables, such as:

    • If you have insurance or not;
    • Your insurance plan coverage of laboratory tests;
    • Your age: if you are 65+, Medicare will not pay for some tests that your physician considers important; and
    • Your healthcare provider's agreement with Quest Diagnostics.

Medicare

  • What is an Advanced Beneficiary Notice (ABN) and why is it required for certain tests?

    An Advanced Beneficiary Notice (ABN) is a requirement by Medicare.  The purpose of the ABN is to help patients make an informed choice about whether or not they want to receive certain laboratory tests that have a likelihood of being denied for payment by Medicare.  The Medicare program pays for services only if it determines that the services are reasonable and necessary.  Medicare deems some tests as medically necessary only if the patient has certain medical conditions, symptoms, or diseases.  Medicare calls these tests Limited Coverage Tests.  If the patient chooses to have the Limited Coverage tests performed, the patient will have financial responsibility for the testing if Medicare denies payment.

  • How can I have Medicare send my invoice to my secondary insurance carrier?

    Medicare provides a "crossover" program that automatically forwards patients' claims to their secondary insurance carrier for coordination of benefits.  To take advantage of this program, please contact Medicare directly to notify them of your secondary insurance coverage.

Test Results

  • Can I receive a copy of my test results?

    Click here for information on obtaining a copy of your test results.

Patient Assistance Programs

  • Does Quest Diagnostics have a program for patients experiencing financial hardship and/or patients who do not have insurance?

    Quest Diagnostics offers payment plans, which allows patients to pay in monthly installments until their balance is paid in full. We also offer Financial Assistance, which provides free or reduced-fee laboratory services, to those who qualify based on U.S. Department of Health and Human Service poverty guidelines.