PHOENIX (AZFamily) — A west Phoenix woman says she went to a doctor’s office for a checkup after heart bypass surgery, only to learn her insurance plan had dropped both her and her daughter from health coverage.
The reason, she said, was something she never expected: It said they were dead.
Rebecca Hasegawa said she received a letter from Arizona Health Care Cost Containment System (AHCCCS), the state’s health care plan for low-income families, showing her coverage and her daughter’s coverage ended. She said it “scared her to death.”
Hasegawa and her daughter, Corrie Hennerberg, are part of a west Phoenix family of four.
“I’ve been dead now five days,” Hasegawa said.
“I want my funeral,” Hennerberg said. “I want my flowers.”
Insurance letter cited death as reason for coverage termination
A few weeks ago, Hasegawa reapplied for health coverage under AHCCCS, something she said she has done for five years. She received a letter Monday.
“The letter reading like a eulogy,” Hennerberg said. “It says medical assistance stopped. We will stop medical assistance for Rebecca Hasegawa, my mother. We took this action because we have received information that the customer passed away, and then there’s me. I’m not dead though. I’m very much alive.”
Thinking it was a mistake, Hasegawa said she went to a routine doctor’s appointment after undergoing bypass surgery on her heart and surviving a stroke and two heart attacks.
“The doctor looked it up and she said, ‘Oh, you died.’ I’m like, ‘When did I die?’ And she said, ‘Four days ago,’” Hasegawa said.
Hasegawa said HonorHealth contacted AHCCCS and said she was alive, but it would be five business days before getting a response.
Hennerberg said she also contacted the insurance provider to report the mistake.
“Just gave me the robot and says, I can’t speak to a representative because my ID doesn’t exist. So which means they took it out of the books because I’m dead,” Hasegawa said.
State says error stemmed from user entry mistake
AHCCCS sent a statement after being contacted about the issue.
“Thank you for bringing this matter to our attention. AHCCCS provides several ways for members and applicants to get help, depending on their needs. After careful review by our membership team, it appears the issue stemmed from a user entry error in which a date of death was mistakenly entered for the individuals in question.”
Hasegawa said they have not changed policies since moving to Arizona in 2019.
For them, it’s a comical situation but rooted in fear.
“Without my medicines, they, my doctors told me I could have a major stroke or heart attack and I could die,” Hasegawa said.
“No, I really thought it was like a misprint, a joke or something,” Hennerberg said.
According to the Maricopa County Office of the Medical Examiner, which said in Arizona, only a medical professional, typically a doctor, nurse or EMT, can pronounce death.
The state said benefits will be restored.
“AHCCCS is retroactively restoring all benefits for the affected members. Our team will also be contacting the family directly to confirm that all account information is accurate and up to date.We encourage AHCCCS members and applicants who have questions about eligibility, renewals, or account information to visit the AHCCCS website or Health e Arizona Plus at www.healthearizonaplus.gov , or to call 1-855-HEA-PLUS (1-855-432-7587) during business hours. These official channels allow members to report changes, resolve issues, and receive assistance related to their coverage.”
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