Man paying bill With providers collecting more payments directly from consumers, there are many opportunities for overpayment, creating the need for refunds.

A new report from Aite Group, a financial services company, finds that patient overpayment of claims is becoming more common—but refunds from providers have not kept up with other customer service trends. Billing and collections are often digital transactions, the report explains, but refunds are still disbursed most often through paper checks—a transaction that consumers have little appetite for and one which may add to negative impressions of providers.

Related: Health care satisfaction survey: cost-estimators good, customer service bad



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