Company/UHG Policy Question

I've an issue that I would appreciate feedback on as I recently received a denial to have gastric bypass surgery.
I work for a large employer that uses UnitedHealth Group as their health insurance administrator. When I first started to investigate bypass surgery both my doctors office and I called UHG to find out what the requirements are for the surgery. We were both told that if you have a BMI between 35-39, you would need a co-morbidity such as high blood pressure or sleep apnea. Based on that feedback I went through the process to get the surgery, evaluation, Dietitian, Psychologist etc. My BMI is 38.5  and I have sleep apnea. I was denied the surgery because although the Customer Service person on the phone said that you can have a BMI of 35 or greater with a co-morbidity, my employees policy was that you must have a BMI of 40 or greater. Obviously I'm surprised and disappointed that I was provided with the incorrect information. I interested to know if any of you have encountered a similar situation and how you handled it.
Thanks!!

Have you actually read the policy with your own eyes?  That is key. People are often times given incorrect information so it's critical to read the WLS portion of your benefits policy yourself and don't take anyone's word for it one way or another.

Dennis - yes!   I've had the exact same situation with UHC.   I called not once, not twice, but THREE different times asking very specific questions and all 3 times I got told - 40 or higher for 5 years, or 35 and higher for 5 years with a qualifying comorbid (I'm T2 Diabetes, so I got that).    When the surgeon applied for approval, however, the "case manager" told them that my policy only covered BMI 40+ for 5+ years.    I called myself, and pushed and pushed and pushed and said, "what are the ramifications for me being given bad information, then?   I repeat - I was told this in THREE SEPARATE PHONE CALLS."    Eventually, they admitted that "you need to scroll down in the policy several paragraphs, and the bottom of the page, it includes the >35 plus comorbid exception!


So - PUSH BACK.   Get a copy of the policy yourself and read the whole thing!   The >35 exception may not be in the same section!