This happens to us frequently. When we call and verify benefits, we fill out a VOB form (our own), complete with the date, time of call, and the name of the rep we spoke with, along with all of the qustions we ask. If claims come back processed not as we were quoted, we send an appeal letter and attach a copy of the completed VOB form. 90% of the time, the claims are reprocessed correctly.If an appeal is not successful, we ask the member to take the completed VOB form to their HR department--that usually results in claims reprocessing correctly.