I have been informed by Cigna that visits need to be approved before a nurse provides a service. Cigna also told me that the first 20 visits were approved, but that was the max our plan allowed. So when Brightstar told me that they requested more visits (which they still are not able to provide documentation that this happened) these visits were denied. However nurses continued to come to my house within the 30-45 day window that it took Cigna to approve or deny the visits. Meaning they came out before visits were approved. On top of that, I was told that Brightstar is supposed to submit these visits to the American Specialty Health to also be approved (which Brightstar told me it was MY responsibility to reach out to Cigna for visits) but also there is no proof that Brightstar has submitted anything to American Specialty Health. I have been told that the bills can be re-submitted from Brightstar to Cigna as visits outside of our approved amount can be submitted through our out of pocket, which we have already hit our maximum. And all in all, this is what I was calling to ask about when I spoke to Javier and he provided 0 information, 0 documentation, and 0 help when I asked what the process was. I was only told that its my responsibility, the visits were approved but then "later" denied from Cigna? I was told that there is a 30-45 day window for Cigna to approve or deny requests, and during that wait period, while nurses still provided service to my twins, I was never informed. Not only that, but the first time I heard that anything was being billed to me was well over 90 days from when this happened. Wouldnt I have been notified 30-45 days even if that was the plan? So I would like to speak with someone from HR, and I would like to know what the actual process is. I would like to know if there is anything documented from Brightstar that says visits were approved BEFORE a nurse came to my house (still noone has been able to even speak on this). And further more, I would love to file a complain against Javier Garcia for not only being short with me, not hearing my concerns, but for being rude. On top of telling me all of this was my fault for it being my choice to work with Brightstar, choose my insurance, and that I was responsible for approving visits through Cigna, he also put us on hold last Friday, waited until 5pm and hung up. So when we tried to call back, it went to the answering service. As I am not able to get a hold of anyone, I will continue to update here, as well as Google, and any other means necessary, so that this is not hidden from other customers of Brightstar. I also have a fear (and this is just my gut feeling, but this was true last time) that the replies from HR to me publicly, are strictly so that bad reviews go unnoticed and it shows care from the company. But when you try to reach out, based off of the reply from google or facebook, they never speak to you. If this is true, then I will continue to post until I at least get to speak with someone that is able to address my concerns and explain why it took so long for me to be notified that anything had changed with my twins' billing. Keeping things transparent as this was my review on their Facebook... The total as of now is 4300 bucks