At Livez, our mission is to take the stress out of preventive care by helping you navigate your benefits, find top-rated in-network doctors, and organize your wellness checkpoints.

Because navigating the healthcare system can sometimes be confusing, we want to clarify how medical billing works and outline what Livez is, and isn't, responsible for when it comes to the cost of your care.

Does Livez cover the cost of my doctor visits or tests?

No. Livez is a care navigation and wellness platform, not an insurance provider or a medical group.

While we help you schedule and track your care, Livez is not responsible for, and does not cover or reimburse, any out-of-pocket provider bills, laboratory fees, diagnostic test charges, or insurance copays. All financial responsibilities for medical services remain between you, your provider, and your health insurance company.

Why did I receive a bill for a preventive appointment?

Preventive care (like your annual wellness checkup) is typically covered at 100% by most insurance plans under standard health benefits. However, surprise bills usually happen for one of two reasons:

1. Diagnostic Services Were Added: If you discuss a specific health concern, mention that you aren't feeling well, or receive an extra test during your preventive visit (such as a flu test or a strep throat culture), your doctor is legally required to code those specific services as diagnostic rather than preventive. Insurance plans usually apply copays or deductibles to diagnostic services.

2. Coding Discrepancies: Sometimes, a clinic’s billing department accidentally uses an incorrect billing code when submitting the claim to your insurance company.

What should I do if I receive an unexpected medical bill?

If you receive a bill that you believe should have been fully covered under your preventive benefits, we recommend taking the following steps:

• Contact the Provider’s Billing Department: Call the doctor’s office or clinic that billed you. Ask them to review the billing codes used for your appointment to ensure they properly align your routine exam with your insurance network's preventive guidelines. Please note that if diagnostic care was actively given, providers cannot legally alter or "recode" the visit.

• Call Your Insurance Company: Dial the member services number on the back of your insurance card. Ask the representative to explain exactly why the claim was not fully covered and see if you can file an official appeal or dispute regarding how the charge was processed.

📞 Need Help Navigating Your Dashboard?

While we cannot intervene in billing disputes or communicate with insurance companies on your behalf, we are always here to help you get the most out of your app features. If you have questions about your personalized care plan or tracking your milestone rewards, please reach out to us at support@livez.ai.