Insurance worker who left industry claims system is 'despicable' — and it’s everyday Americans who suffer

A former UnitedHealthcare claims provider, Natalie May Collins, sparked a discussion online after candidly sharing her experience working in the insurance industry on her TikTok account, @motherskeeperdoula2023. She detailed one particular case that was so upsetting it ultimately compelled her to resign.

Collins posted a video in response to a follower who commented, "You should absolutely speak about United." She obliged by sharing a three-minute video detailing a disturbing case she once handled involving a widowed mother of five. This experience deeply affected her, leading her to quit her job. While working in UnitedHealthcare's medical claims department, Collins recalled being trained in various ways to deny claims. "They were so mean to us," she said. "But I am here to talk about one specific claim. It was a widowed woman calling me at least 2-3 times a day, asking if I knew anything because they were taking her to court for this." 

Collins explained that the woman’s husband had died of pancreatic cancer, and she was submitting a hospice claim. "She was left with five boys by herself; she was a stay-at-home mom her whole life. There is no reason why we couldn't submit this claim and be done. They told me every which way to deny this, and get her off of our phone line. It was absolutely despicable," she revealed. Unable to bear the injustice any longer, Collins decided to pay the widowed woman’s claim. Immediately afterward, she informed her supervisor of her decision to resign. "I could not stand to be a part of that company any longer," she shared.

Her video amassed over 500K views and nearly 5K comments from people who lauded Collins' act of kindness, while others were confused and asked questions. @stellarcgaming, wrote, "If it is indeed true that she did work there, these are bad practices, but no reason to kill somebody because of your petty anger. Don't go to United Healthcare." @spartywrx questioned, "How does a widow owe UHC $500k? This doesn't make any sense."

@surrenderedflow argued, "Health insurance is contractual as is what is covered. If you didn't pay for coverage of a procedure then it isn't paid for." @Di Kattz asked for help, "Please teach us how to fight insurance denials." Meanwhile, @marina demanded, "Yikes! You should do a whole series on your insurance time." 

In a subsequent video, she responded to another follower who asked for help in fighting the flawed insurance system. Addressing the issue, she said, "I would absolutely love to help every single one of you figure out your medical claim while you are getting denied. I have been out of this realm of insurance for about five years, maybe six. I am a birth worker now in Ohio. I help women have healthy pregnancies and prepare for the birth and postpartum." 

She emphasized that since she left, there might have been many changes and so she may no longer be able to help people individually. "I don't think I would be equipped or knowledgeable to continue to help with other types of claims and denials," Collins admitted. However, she said that she has many more stories about her time at UnitedHealthcare which she will keep sharing on her TikTok account. 

You can follow (@motherskeeperdoula2023) for content related to women's health, pregnancy and postpartum.