If you’ve ever opened a letter from your insurance company that looks like a bill – but isn’t – you’re not alone. It’s one of the most common sources of billing stress we see in our clinic. 

These letters are called Explanations of Benefits (EOBs), and despite how official (and alarming) they look, they are not requests for payment.

We know it can be confusing. The layout, the bold numbers, the “amount you may owe” – it’s enough to make anyone’s stomach drop. But here’s what’s actually happening: an EOB is the insurance company’s summary of how your claim was processed. It’s essentially a receipt between your insurance and your healthcare provider, showing what was billed, what insurance paid, and what’s left over.

What an EOB Tells You

Most EOBs include several columns or sections. They usually show:

• What service was billed for: this might be described with medical codes or short terms like “office visit” or “acupuncture therapy.” 
• What your provider charged: the total amount submitted to insurance. 
• What insurance paid: the portion your plan covered. 
• What your provider must adjust or write off: the portion that insurance does not allow us to bill you for. These adjustments are required by our contract with your insurance company and can sometimes make the numbers look confusing. 

That last section is where most of the confusion happens. It often shows a large dollar amount that looks like it’s your responsibility – but it usually isn’t. From a patient’s perspective, it can look like you suddenly owe hundreds of dollars, when in reality, those amounts often represent insurance-required adjustments that are not billed to you.

Why It’s So Confusing

EOBs are meant to be informational, but their design and wording often do the opposite. They can look just like bills, use unfamiliar codes, and sometimes even include contradictory language. To make matters worse, the EOB often reaches the patient before it reaches the provider, meaning any billing surprises or adjustments haven’t yet been reviewed, clarified, or reprocessed.

What to Do When You Get One

If you receive an EOB:

1. Look for the words “This is not a bill.” They’re usually printed somewhere near the top. 
2. Wait for your provider’s statement before paying anything. The EOB is informational only. 
3. If it still looks off or feels stressful, call us. We’re happy to help you understand what it means, what’s still pending, and whether any action is needed. 

Why We Care So Much About This

We’ve seen how often these letters create unnecessary worry. Patients think they’ve been billed hundreds of dollars when, in reality, the EOB is just confusing.

At Asha, we want to make sure you feel supported and informed every step of the way. We know that many of our patients have already been through difficult or confusing medical experiences. Our goal is to be a place where care and communication feel clear, kind, and steady.

If you’re ever unsure about something you receive from your insurance company, please reach out. You don’t need to decode it alone.

– The Asha Wellness Team