REDWOOD CITY, Calif. (KGO) — A Redwood City family thought they were doing a nice thing when their daughter accepted an offer to participate in a study examining COVID treatments. But their gesture of goodwill backfired when they were hit with a hefty bill.
Maria Fraboni’s daughter contracted COVID in 2022. Shortly after testing positive at a local clinic, she got a call from Stanford’s Health Care’s Infusion Center.
The unsolicited call informed her that Stanford was conducting a COVID research study that supposedly aimed at reducing COVID symptoms, adverse side effects, and long term risks.
Her daughter was told it involved three transfusions — but would be free. So, she agreed to participate.
Well…
“She was charged all this money,” Fraboni said. “My heart was just breaking… I mean it’s a good chunk of money!”
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Months after the transfusions, Fraboni got two hefty bills from Stanford in the mail, totaling more than $6,900.
Sitting in shock, she tried sorting it out with Stanford Health Care. A patient relations manager told her “our review indicates the left balance as the patient responsibility due to the ‘deductible.'”
“I was like, that’s just not right! They contacted you first of all,” Fraboni recalled saying to her daughter.
More importantly, the email also points out that the COVID treatment — based on state law at the time — should be 100% covered by the health plan.
“She did confirm it should’ve been free. She told me that my daughter should file the claim with Cigna,” Fraboni said.
So she did.
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Fraboni says she submitted the paperwork to Cigna twice, but got nowhere. Then for weeks, she says she dealt with back-and-forth emails and unanswered calls… trying to get her money back.
“Kept calling Cigna… I couldn’t get a live person,” she said. “It’s just frustrating!”
Stanford Health Care told 7 On Your Side: “Our patient relations team is working with the patient.”
Fraboni’s daughter says the collection company told her if she paid immediately, the bill would be reduced. Exhausted from the process, she just paid the revised bill — more than $3,900.
But it gets worse.
Cigna Healthcare told 7 On Your Side: “While California law required full coverage for COVID-19 testing and certain preventive services without cost-sharing in April 2022, it did not mandate full coverage for therapeutics, such as Veklury, at that time. It is unfortunate that some clinical trial teams provided inaccurate information about coverage to their participants.”
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Except a notice from the California Department of Insurance refutes that, specifically stating that health insurers regulated by the state of California were required to cover that treatment free of charge to patients. According to the state, these guidelines were in effect at the time of Fraboni’s transfusions.
“For me it’s not about the money, it’s just the principle… her trying to do a nice thing that just turned into this nightmare,” Fraboni said.
We’ve asked both Cigna and Stanford to consider waiving the fees associated with this COVID study — in good faith.
Stanford Health Care got back to us Wednesday after noon, stating: “Our Patient Relations team is in the process of refunding the amount paid by the patient, as courtesy. The patient should receive notification within the next couple of weeks. There is no outstanding bill with Stanford.”
Cigna’s full statement:
While California law required full coverage for COVID-19 testing and certain preventive services without cost-sharing in April 2022, it did not mandate full coverage for therapeutics, such as Veklury, at that time.
It is unfortunate that some clinical trial teams provided inaccurate information about coverage to their participants. While we cannot comment on individual cases due to privacy laws, we always encourage customers to contact us prior to receiving treatment to confirm what is covered under their plan. Our customer service advocates are available 24/7/365 at the phone number printed on a customer’s Cigna ID card, online using myCigna.com or the myCigna mobile app.
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