Insurance / Billing

Let Us Serve You

Diagnostic Laboratory Services (DLS) will generate and submit a claim to your primary and secondary insurance carrier. To ensure timely and accurate insurance filing, it is important that DLS receives or verifies ALL of your correct information which includes your address, telephone number, and valid insurance information at the time of service.

DLS Payment Policy

  • Payment is due upon receipt of the billing statement.
  • Deductibles, co-payments, and non-covered / investigational testing are the responsibility of the patient.
  • We are happy to work with you if you are experiencing difficulty in paying your bill.

How to Make a Payment

Diagnostic Laboratory Services accepts payment made by cash, personal check, money order, or credit cards. We accept VISA, MasterCard, American Express, and Discover. Debit cards with the VISA and MasterCard logo are also accepted. Payments can be made in the following ways:

Pay Online:

You may pay by credit or debit card online through our secured website here:

Online Bill Payments >

Pay by Phone:

Credit and debit card payment can be made by calling one of our Patient Service Representatives at one of the following numbers.


Hawaii

(Local Calls)

808-589-5102

Toll Free

(Guam, Saipan, Outside of Hawaii)

1-800-555-2357

Pay by Mail:

Use the return envelope provided with your billing statement to make a payment by check, money order, or credit card.
Please DO NOT send cash by mail.

Information Required for Single or Dual Insurance Coverage:

  • Health Plan Name
  • Health plan address and telephone number or copy of insurance card (front & back)
  • Subscriber / Membership name
  • Subscriber / Membership ID number

Participating Health Insurance Plans

  • AARP
  • AFL Hotel and Restaurant Workers
  • AIU
  • Aetna (PPO)
  • Aloha Care Quest
  • Aloha Care Advantage
  • BC Life & Health
  • Blue Cross / Blue Shield
  • Calvo’s (Select Care)
  • Champ VA
  • Cigna (PPO)
  • Connecticut General Life (PPO)
  • Deseret Healthcare
  • Deseret Mutual
  • Devoted Health
  • Evercare
  • Evercare Quest
  • Guam Medicaid
  • Guam MIP
  • Health Net (PPO)
  • Hawaii Electrician Health & Welfare Fund
  • Hawaii Laborers
  • Hawaii Management Alliance Association
  • HMA, Inc
  • HMSA
  • HMSA Akamai Advantage
  • HMSA Federal Employee
  • HMSA Quest
  • Humana
  • Kaiser Added Choice
  • Kaiser Quest
  • Kaiser Senior
  • Kaiser Health (Kauai Residents Only)
  • Mail Handlers
  • MDX Hawaii
  • Medicaid (ACS)
  • Medicare Part B
  • Netcare Life & Health
  • No Fault Insurance
  • Ohana
  • Ohana Quest
  • Pacific Care
  • Pacific Administrators
  • Plumber & Fitters Medical Plan
  • Railroad Medicare
  • Secure Horizon
  • Staywell (Island Home Insurance)
  • TakeCare Insurance Company
  • Tricare for Life
  • Triwest
  • United Healthcare
  • United Healthcare Quest
  • University Health Alliance
  • Veterans Administration
  • Wellcare
  • Workers Compensation

Disclaimer

If your health plan is not listed please contact your insurance carrier to verify participation. Medicare Advantage Plans are health plan options that are approved by Medicare and administered by private companies; this is accepted by Diagnostic Laboratory Services, Inc.

Insured Patients

Diagnostic Laboratory Services (DLS) will submit a claim to your insurance carrier(s). To ensure timely and accurate insurance filing, it is important that DLS receives or verifies your address, telephone number, and insurance information at the time of service.

Your Rights and Protections against Surprise Medical Bills

You are protected from surprise billing or balance billing. Learn more about the No Surprises Act.

Uninsured Patients

DLS offers a discount at the time of service if you are uninsured or choose to self-pay.

  • Payments are due at the time of service.
  • If self-pay, no claim will be filed to your insurance carrier.
  • You may receive a bill for additional testing performed according to your test results or per your doctor’s request.

Good Faith Estimates (GFE)

No Surprises Act (NSA) protects uninsured (or self-pay) individuals from unexpectedly high medical bills. If an individual does not have health insurance or chooses to self-pay for laboratory services, they are eligible to receive a “good faith estimate” of what they may be charged.

  • The information provided is a good faith estimate only and is based on information known at the time of service.
  • Estimates are not binding and is valid for 30 days.
  • You may receive a bill for additional testing performed according to your test results or per your doctor’s request.

If you receive a bill at least $400 more than your Good Faith Estimate, you can dispute the bill.

  • Questions about your bill may be directed to our billing department at 808-589-5102 or 1-800-555-2357.
  • You may also start a dispute resolution process with the U.S. Department of Health and Human Services (HHS). If you choose to use the dispute resolution process, you must start the dispute process within 120 calendar days (about 4 months) of the date on the original bill.
  • There is a $25 fee to use the dispute process. If the agency reviewing your dispute agrees with you, you will have to pay the price on this Good Faith Estimate. If the agency disagrees with you and agrees with the health care provider or facility, you will have to pay the higher amount.

For questions or more information about your right to a Good Faith Estimate or the dispute process, visit:

https://www.cms.gov/nosurprises/consumers
or call 1-800-985-3059.

Patient Financial Responsibility

Please refer to your plan benefit or contact your insurance carrier on the following.

  • Lab test(s) ordered by a Naturopathic physician may not be covered by your plan.
  • Some lab test(s) require a referral and/or pre-authorization.
  • Lab test(s) deemed experimental and/or investigational by your insurance is the responsibility of the patient.
  • The patient is responsible for the deductible and/or co-payment.

Understanding My Bill / Patient Statement

Numbered Key

  1. Contact info for DLS Billing Dept.
  2. Options for mobile payments
    • QR Code
    • Papaya Pay App
  3. Account Number (aka Accession #)
  4. Test names/descriptions
  5. Insurance carrier payments
  6. Due Date (Note: After the 1st statement, only “Past Due” will be displayed)
  7. Insurance codes
  8. Legend for insurance codes
  9. Aging grid
  10. Payment(s) received by DLS (shows insurance & patient payment)
  11. DLS message(s) received by DLS (Example: Explanation for why the patient is receiving the bill, notice more info needed to file an insurance claim, etc.)
  12. Amount Due (amount owed)
  13. Credit Card grid
  14. “Final Notice” watermark
    (only printed on 3rd / last statement)

Frequently Asked Questions (FAQs)

Q: What are the hours of the Business Services (Billing) Department?
A: 9 am to 5 pm Monday through Friday Hawaii Standard Time.

Q: How can I contact the Billing Department if I have a question regarding my bill?
A: Contact our billing department at one the following numbers:

Q: What is an Accession ID?  Is this the same thing as an Account Number?
A: An accession ID is a unique number that is generated by the computer and is assigned to your specimen collected by the date and time of collection. This accession ID number is used to provide your physician with the lab results and is also used for billing purposes. Each encounter for a specimen collected is assigned its own accession number. This has been replaced with “Account Number” effective 9-1-2020.

Q: Can I update my address and insurance information in the Patient Portal?
A: Not at this time, the system does not accept any changes/updates to your address or insurance information.

Q: Did my insurance carrier make a payment?
A: Under the DESCRIPTION column of your DLS statement will have your insurance name with a corresponding amount of payment listed on the same line under the PAYMENT column. You may also refer to your explanation of the member benefit report sent to you by your insurance.

Q: What if I don’t have insurance or my insurance doesn’t cover a test?
A: Diagnostic Laboratory Services offers a discount at the time of service for patients without insurance and for non-covered tests. This payment will be considered as paid in full and no claim will be filed to your insurance carrier.

Q: I’m covered by an insurance plan; why did I get a bill?
A: You may be responsible for a deductible, co-payment, or balance because your plan does not cover 100% of the charges. Please check the explanation of the member benefit report from your insurance provider for an explanation for the amount that is owed.

Q: I paid at the time of service, why am I getting a bill?
A: An additional test may have been ordered by your physician and/or based on your lab results from the original tests ordered:

Q: Why are my two (2) insurance carriers denying my claim?
A: Please contact your insurance carriers to resolve dual coverage benefits and primary plan.

Q: What is the balance owed for this Account Number?
A: This information is located on the bottom right-hand portion of your statement in the AMOUNT DUE box. If you believe that you have already paid an amount due but continue to receive statements for that accession, please contact our Billing Department.

Q: I’ve visited DLS more than once in the past months, how can I pay the total amount due for all my visits?
A: One of our Patient Service Representatives would be pleased to assist you in locating all open accessions. Please call our Billing Department.

Q: How do I get a refund?
A: If you are aware of a duplicate payment and have not received a refund, please call us at one of the following numbers:

Q: What insurance companies participate with DLS? How do I find out if mine is one of them?
A: For a list of Participating Insurance Providers, please refer to Participating Health Insurance Plans listed above. If your health plan is not listed, please contact your insurance carrier to verify participation.

Q: Why does DLS always ask for my insurance card?
A: Verification of your insurance information is required so we can continue to provide customers excellent service and accurate processing of your insurance claim.

Q: How do I get my test results?
A: Please contact your ordering physician for your laboratory results or visit one of our DLS Locations.

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