Billing Frequently Asked Questions (FAQ)
Billing Frequently Asked Questions (FAQ)
We understand that billing and insurance can be confusing. This page answers the most common billing questions and explains your payment options, insurance processing, and equipment-related charges. If you still have questions, our Billing Team is happy to help.
Contact Us
Email: billing@medicalserviceco.com
Phone: (877) 752-7482
Portal: medicalserviceco.hmebillpay.com
 | Paying Your Bill |
How do I pay my bill?
We offer several convenient ways to pay:
AutoPay
Patient Portal
Phone payment with our Billing Team
- Mail (if applicable)
Payment options and instructions are listed on your invoice.
What is a Method of Payment (MOP)?
A Method of Payment (MOP) is the way we collect any portion of your bill that is not covered by insurance, such as deductibles, coinsurance, or copays.
A MOP is required for most patients. Patients with Medicaid or Medicare who have secondary insurance are generally not required to keep a payment method on file.
What is AutoPay?
AutoPay is a convenient service that automatically pays your bill using your preferred method of payment on the invoice due date.
Once AutoPay is set up, you don’t need to take action each time you receive a bill—your payment will be processed automatically on the due date shown on your invoice.
What payment methods can I use with AutoPay?
We accept:
Credit cards
Debit cards
HSA or FSA cards
- Checking account (ACH)
Currently, specialized healthcare financing options, such as CareCredit, are not accepted.
How do I know if I’m enrolled in AutoPay?
If you are enrolled in AutoPay, your invoice will indicate that no action is required. You can also view your AutoPay status in the Patient Portal, or our Billing Team can confirm it for you.
When will my payment be charged?
After your insurance processes the claim, we’ll send you an invoice for any remaining balance.
Your payment will be processed 8 days from the invoice date, which is the due date shown on your bill. This gives you time to review your invoice before payment is made.
Will my payment be charged as soon as AutoPay is set up?
No. Setting up AutoPay only confirms that your payment method is valid.
Your payment will only be processed on the invoice due date, unless you choose to make a payment immediately or set up a payment plan that starts the same day.
Will AutoPay pay past balances?
No. AutoPay applies only to future invoices.
If you have a past balance, you can make a one-time payment, set up a payment plan, or pay through the Patient Portal. Our Billing Team can help you with these options.
What happens if my payment method is declined?
If your payment is declined, we’ll notify you and ask that you update your payment method.
Until the balance is resolved, your account may be placed on a temporary financial hold. Our Billing Team can help you update your information or discuss payment options.
If my credit or debit card expires, how do I update my payment information?
You can update your payment information at any time by contacting our Billing Team or logging into the Patient Portal. Updating your card before it expires helps prevent payment delays or declined payments.
Can I stop AutoPay?
Yes. You may request to stop AutoPay at any time by contacting our Billing Team.
Please note that a valid method of payment is still required for ongoing services, and future supplies may be delayed without a payment method on file.
 | Understanding Your Charges |
Why does my bill differ from the amount quoted at delivery or setup?
The amount discussed at delivery is an estimate based on the insurance information available at that time.
Your final responsibility is determined by your insurance after they process the claim. For the most accurate details, we recommend reviewing your Explanation of Benefits (EOB) or contacting your insurance provider directly.
How do I get a copy of my itemized bill?
You can request an itemized bill by contacting our Billing Team or by accessing it through the Patient Portal.
Why did I receive a bill if I have secondary insurance?
You may receive a bill if:
Your secondary insurance information is missing or outdated
- Your secondary insurance did not cover the full balance
Providing updated insurance information helps us bill your secondary insurance correctly.
How do I update my insurance information?
You can update your insurance information by contacting our Billing Team by email or phone.
Understanding deductibles and co-pays
Deductible:
A deductible is the amount of money you must pay each year before your insurance starts to help pay for your care.
Example: If your deductible is $500, you must pay $500 first. After that, your insurance may begin to pay part of the cost.
Coinsurance:
Coinsurance is the percentage of the cost you pay after your deductible is met.
Example: If your coinsurance is 20%, you pay 20% of the bill and your insurance pays the rest.
Important to know:
Deductibles and coinsurance are set by your insurance plan.
Some services may apply to the deductible, and others may not.
- You may still owe coinsurance even after meeting your deductible.
If you have questions about your costs, please call your insurance company or our billing team for help.
 | Payment Issues & Changes |
Do you offer payment plans?
Yes. Payment plans may be available depending on your balance and account status. Please contact our Billing Team to discuss available options.
How can I sign up to receive invoices electronically?
You can choose electronic invoices by enrolling through the Patient Portal or by contacting our Billing Team. Electronic invoices are faster, more secure, and reduce paper mail.
If my account was sent to collections, how do I pay my bill?
If your account has been sent to collections, payment will need to be made directly to Medical Service Company or through the collection agency listed on your notice.
Once the balance is resolved, services can resume. Our Billing Team can help explain next steps if you have questions.
 | Refunds & Returns |
What if I need a refund?
Refunds are reviewed on a case-by-case basis.
- Credit/Debit card refunds may take several business days to appear
- Checking account (ACH) refunds may take longer due to bank processing timelines
Our Billing Team can provide updates and answer questions about refund timing.
If I return equipment, when will my insurance be refunded or I be refunded?
Once returned equipment is received and processed, any applicable credits or refunds will be reviewed.
Insurance refunds depend on when claims are adjusted by the payer. Patient refunds, if applicable, are issued after insurance reprocessing is complete. Refund timing can vary based on insurance rules.
 | Equipment & Insurance Rules |
Why is my equipment billed as a rental instead of a purchase?
Many insurance plans require certain medical equipment to be billed as a monthly rental. This allows insurance to monitor medical need, usage, and compliance before ownership is transferred.
If my equipment is billed as a rental, how many months do I pay before I own it?
The number of rental months depends on your insurance plan and the type of equipment. Many plans convert rentals to ownership after a set number of months—most commonly between 10 and 13 months—as long as coverage and compliance requirements are met.
How do I request a PAP return shipping label?
If you need to return your PAP device, please contact our Customer Service or Billing Team to request a return shipping label. Instructions will be provided to ensure the equipment is returned safely.
Why did I receive a letter about PAP compliance?
Many insurance plans require proof that your PAP device is being used consistently. The letter explains usage requirements and any action needed to remain compliant and continue coverage.
What happens if I don’t meet PAP compliance requirements?
If compliance requirements are not met, insurance may deny coverage, and you may become responsible for the equipment charges. Our team can help explain compliance expectations and available options.
 | Billing Support & Assistance |
Is my payment information secure?
Yes. Your payment information is entered into a secure, encrypted system that meets industry security standards. Once entered, only the last four digits of your card or bank account are visible.
Why do you need my billing address?
Your billing address helps ensure your payment method is processed correctly and securely.
Do you offer financial assistance?
Financial assistance options may be available based on eligibility. Please contact our Billing Team to learn more and discuss available resources.
Who can I contact if I have questions about my bill?
Our Billing Team is happy to help. Contact information is listed on your invoice and on this page. Representatives can assist with balances, insurance questions, and payment options.