Question:
Anyone use IMAGES/COMPASS?

I am looking for anyone else wanting to use this process...I haven't heard back and want to know if this is normal? Any success stories? Thanks!    — Kimberley E. (posted on July 5, 2002)

July 5, 2002
I signed up with them because they posted on their site that they have people that work to get your insurance stuff approved. My insurance plan has an exclusion for treatment of obesity or weight loss, but it doesn't mention morbid obesity. The rep at Images documented in my file that I have an exclusion, and I never heard back from anyone. When I went to check the status several weeks later, I saw that she called, found out about the exclusion, and pretty much closed the case. I felt like somebody should have atleast called to tell me they couldn't help me. When I posted a complaint on their site about it, I got a nasty-gram from the moderator about how they couldn't post something like that to their website. (I just said that I wished I had something good to say about them, but that they were as much help as my insurance company had been). So...I can't really comment on the service they provide; I can just tell you that I will not be doing business with them because they seem somewhat unprofessional and more obsessed with their company's "image" than they are with providing solutions in situations where there is a kink...even though they state on their website that this is their specialty. I give 'em a big "WHATEVER!!!".
   — Lynda L.

July 6, 2002
I went through Images after I found out the first doctor I went through, McCarty in Dallas, wasn't going to do lap on me because I weighed over 250 lbs. I was denied with Images and that seemed to be that. The lady who was handling my file stated "we never get approval with your insurance" before they even filed, so suffice it to say after the denial I was basically shuffled to the bottom of the stack. Another issue I had was that they submitted for the vbg, which I had specifically told them I didn't want. When I decided to try with another surgeon's office who would do the surgery via lap, I emailed them and asked for a copy of Dr. Hall's submission letter (the new doc asked for it.) One of the office personnel emailed me back what I considered a pretty snide response. She basically said that I was denied with my first surgeon, then came to them and was denied again. The thing that made me most angry was her also saying that Dr. Hall advised her that he didn't want to do surgery on someone who thinks they can tell him what kind of surgery he should be doing on them, (that is the gist of the comment.) I was just trying to get the surgery I felt was best for me and they weren't very accomodating. I know myself, a vbg would've been a HUGE mistake for me and the particular eating style I possessed, (carbs that are easy to eat.) They have a good program, and while Dr. Hall isn't against the RNY totally, he prefers the VBG. I know of at lesat two people that wanted the RNY and were talked into the VBG. They are now unhappy with their results.
   — Diana M.

July 6, 2002
I began my research with Images and made the decision to apply to the program. I was accepted to proceed based on my medical facts. However, about 2 days after I submitted ins. info, there was a note in on my personal page that my ins. had an exclusion. I tried several times via e-mail and phone to make contact before anyone responded and I recieved very little assistance. The feeling I came away with is that "if ins. won't pay with no hassels don't bother!" Sorry to be so negative.
   — Jenn J.

July 6, 2002
My experiences with them were wonderful. Twice. About 3 years ago I was in their offices the night before surgery. I got a call from home that a close family member had been killed. Dr. Hall sent me home and said, come back whenever you're ready. I never dreamed it would be 3 years later. Fast forward a few years. Changed jobs and insurances. Finally got a position with decent benefits, though a different insurance than I originally had gotten approval with. The first time they got me approved in about 2 weeks. The second time, different insurance, approved in about a week. They have always been very helpful and forthright with me and others I have referred to them. Some have chosen to go there for surgery, others not. Dr. Hall is very clear about giving info on both types surgery he does, he lets the patient make the decision (I wanted and got the RNY). He is expanding his program and adding new surgeons in new locations, so I don't know how it will go with the expansion, but historically and currently they have been great with me. I had no operative or post-op difficulties and they check on me frequently.
   — Marla H.

July 7, 2002
I have to respond to this... I am doing my wls with Images/Compass and they have been wonderful. They are very good at dealing with insurance run around and jumping through hoops. When there is an exclusion there is nothing they, nor any surgeon or anyones staff can do about it. Its a bit unfair to say that "they will only do it if its a no hassle insurance approval" ... with mine they ran in BCBS's circles for 4 months to finally get approval...but like it or not they have to have something to work with. ***As long as your insurance says anything else BUT that its excluded, they have something to work with. Otherwise, they are wasting your time and theirs because no number of referrals or requests from a doctors office will change how your employer set up your insurance. When you have an exclusion the only thing that might change that is you, the patient, battling through your insurance appeals and requesting 3rd party reviews for appeals and court action...all of which doesnt have anything to do with the surgeon.*** That would more require your primary doctor to prove your history and need for this surgery. There specialty is dealing with all the *$#!!&# hoops that insurance require even when it is required. There are other doctors out there that say its not worth their time because they have faxed the letter of medical necc to the insurance 4 times and they STILL say they havent gotten it. Without Images the past 4-5 months would have been me dealing with the insurance comp run around. My surgery is scheduled for 09-18-2002 for an open rny with Dr Hargroder.
   — Mary G.

July 8, 2002
I went thru IMAGES, now COMPASS. I had my RNY with Dr. Hargroder March 6th. The staff at IMAGES could not have been more wonderful. They worked quickly thru the details with insurance, arranged my transportation etc. I have seen very few negative comments about the IMAGES program until now...but it seems to me that they are from people who's ins. companies had exclusions. Images has to have something to work with...and with an exclusion they do not. I know the feeling of helplessness when you want, no NEED the surgery but ins. will not pay. You want someone to help, to hash it out. Well unfortunately that is something only YOU and your employer can change. Anyway, I had my surgery march 6th, 2002 and I have lost 135 lbs..and feel GREAT! I was given the royal treatment at Riverwest Med center and by Dr Hargoder and has staff! Email me if I can answer any questions! [email protected]
   — Heather W.