BSHAA interim guidance on insurance replacements
BSHAA is currently preparing detailed guidance to support members and their clients to manage insurance claims for lost or damaged hearing instruments. This detailed guidance will be published by the end of the year.
Given the number of queries about this issue over the last few months, the Society has published interim guidance for members and manufacturers who are approached by a third-party audiologist appointed by an insurer.
BSHAA strongly holds the position, supported by evidence, that the relationship between audiologist and client plays a significant role in achieving successful outcomes from hearing care. As a result, a hearing instrument which has been professionally fitted must not be treated as a commodity item by the insurance industry but as an important medical device, prescribed by a highly trained, regulated clinician and protected by legislation.
Insurance companies should not interfere in the important relationship between a clinician and their client. Our detailed guidance to be published before the end of the year will explain this position in more detail for the benefit of both clients and insurers.
Prior to publication of that guidance, BSHAA recommends that:
- members advise their clients that they do not have to accept the insurance company’s preferred supplier for the replacement instrument. BSHAA members are encouraged to use the interim statement to provide an independent opinion to this effect;
- the company providing the replacement should, in the interests of transparency, make it clear in their first contact with the client that, although the insurer has instructed them to facilitate a replacement, the client still has the right to use their own preferred supplier if they so choose;
- where a new audiologist replacing a hearing aid (for example, in the case of an insurance claim) it is the responsibility of the new audiologist to make sure the new aid fits. As they have no entitlement to access or re-use the original audiologist’s impressions or scans, BSHAA considers it essential that the new audiologist takes new impressions;
- where an aid is being replaced by the original audiologist, they should use their professional judgement about whether new impressions are required.