Man paying bill With providerscollecting more payments directly from consumers, there are manyopportunities for overpayment, creating the need forrefunds.

A new report from Aite Group, a financialservices company, finds that patient overpayment of claims is becoming morecommon—but refunds from providers have not kept up with othercustomer service trends. Billing and collections are often digitaltransactions, the report explains, but refunds are still disbursedmost often through paper checks—a transaction that consumers havelittle appetite for and one which may add to negative impressionsof providers.

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