Understanding COB

Coordination of Benefits (COB) is the process of determining which of your health insurance plans pays first and what costs your secondary insurance will cover. This ensures that claims are processed correctly and that your benefits are used efficiently.

If you have two health insurance plans—like one from a parent and another from Illinois State University (ISU)—your insurance providers require COB to make sure they’re not both paying for the same services.

Why COB Is Required

Insurance companies enforce COB to prevent duplicate payments and ensure that claims are covered correctly. Without it, your secondary insurance may not pay its portion, which could leave you responsible for unexpected costs.

COB is typically a quick process, but if it’s not completed, insurance providers may delay or deny claims. That’s why we ask our clients to complete COB before starting therapy—so you can focus on your well-being without worrying about insurance issues later.

Why We Ask for COB Before Your First Appointment

At The Mental Wellness Center, we want to make sure your therapy sessions are covered properly. Without a completed COB, your secondary insurance (like ISU’s plan) may not contribute to your therapy costs, which could lead to unnecessary stress.

We understand that reaching out to an insurance company—or even a parent who is the primary policyholder—can feel overwhelming. You’re not alone, and we’re here to support you through the process.

How to Complete COB (And Ease Your Worries)

1. Contact Your Primary Insurance Provider First – Call the customer service number on your insurance card and ask to complete a Coordination of Benefits form.

2. Provide Basic Information – They may ask for details about your secondary insurance (ISU).

3. Confirm Completion – Once processed, your primary insurance will update your status, and your claims will be handled correctly.

Repeat this process with your secondary insurance!

COB Call Script

📞 Calling Your Primary Insurance Provider

Step 1: Dial the customer service number on the back of your insurance card.

Step 2: When a representative answers, say:

"Hi, my name is [Your Name], and I need to update my Coordination of Benefits. I have two health insurance plans—one through [Primary Insurance Name] and a secondary plan through Illinois State University (ISU). I want to make sure my COB is up to date so my claims process correctly."

Step 3: Answer their questions, which may include:
✔️ Who is the primary policyholder? (This is usually a parent/spouse/partner if you’re covered under their plan.)
✔️ What is your secondary insurance information? (ISU Student Health Plan or other plan details.)
✔️ Do you have any other insurance policies? (If ISU is your only secondary plan, just confirm that.)

Step 4: Confirm that the COB update is completed. Ask:
"Can you confirm that my Coordination of Benefits has been updated? Will I receive any confirmation of this?"

Step 5: Thank them and let our office know!
"Thank you for your help. I’ll inform my provider so they can submit claims correctly."

If You’re Anxious About Calling…

We understand that this process can feel stressful, especially if you have concerns about contacting a parent who is the primary policyholder. If you need support:

✅ Let us know – We can help you understand what to expect before you call.
✅ Practice with us – We can go over the script together.
✅ Ask about alternative options – Sometimes, there are other ways to verify COB like online portals.

Your mental health is our priority, and we’re here to help make this process as smooth as possible. 💙

📞 Need guidance or have questions? Contact us at info@TheMentalWellnessCenter.com or (309) 807-5077.