Why Your Health Insurer Doesn’t Care About Your Big Bills

“As bad as NYU is, Aetna is equally culpable because Aetna’s job was to be the checks and balances and to be my advocate,” said Michael Frank, seen at his home in Port Chester, N.Y.

Michael Frank ran his finger down his medical bill, studying the charges and pausing in disbelief. The numbers didn’t make sense.

His recovery from a partial hip replacement had been difficult. He had iced and elevated his leg for weeks. He had pushed his 49-year-old body, limping and wincing, through more than a dozen physical therapy sessions.

The last thing he needed was a botched bill.