Once upon a time, in the land of molars and bicuspids, there was an innocent little form called Assignment of Benefits. It seemed like a beautiful idea, a noble, patient-friendly concept. Instead of the patient paying out of pocket and waiting for reimbursement, the insurance company would pay the dentist directly.

Dentists thought, “Wow! That’s convenient for my patients! I’ll sign up for that.”

And that, my friends, was the moment the insurance industry pulled off one of the greatest sleight-of-hand tricks in modern healthcare.

The Magic Trick Nobody Saw Coming
Here’s what really happened:
When dentists agreed to accept assignment of benefits (AOB), insurance companies quietly stepped back, took off their “Customer Service” hat, and handed it to the dental office.

Now, every time a patient is confused about coverage, who do they call? Not their insurance company.
Nope.
They call your front desk team, the same team that’s trying to juggle patient calls, verify benefits, process claims, and manage three hygiene cancellations before lunch.

Insurance plans used to be responsible for explaining coverage. But now? They let your office handle that, for free. The insurance company still collects premiums, makes payment mistakes, and hides behind “processing guidelines,” while your team gets blamed for benefits that were never your fault to begin with.

The Blame Game (and Why You’re Losing It)
Let’s be honest, how many times have you heard something like this?

“Why didn’t my insurance cover my crown?”
“You told me I had 100% coverage!”
“Why is this claim still unpaid? I thought YOU submitted it right!”

Meanwhile, the real culprit, the insurance company, is sitting comfortably in a C-suite somewhere, laughing into their martini made of dentist tears and premium profits.

They’ve managed to convince both the patient and the dentist that every reimbursement issue is the dentist’s fault. Genius, right? Evil genius, but genius nonetheless.

The Parallel Universe: Vendors Feel It Too
And here’s the kicker, this same blame dynamic doesn’t stop with your patients. It happens to your vendors, too.
Companies like Veritas Dental Resources (yes, us!) spend hours fighting tooth and nail with insurance companies to get you paid what you deserve.

But when an insurance rep delays or underpays, who gets the angry call?
Not the insurance company.
We do.

Just like you, we often get blamed for insurance mistakes. It’s a twisted domino effect of misplaced frustration. But guess what? We’re on your side. The enemy isn’t you. It isn’t us. It’s the system that keeps winning because we keep fighting each other instead of holding insurers accountable.

How to Stop Playing Their Game
If the assignment of benefits was the setup, then misplaced blame is the punchline. Here’s how to change the narrative:

1. Educate Patients Early and Often
   Make insurance transparency part of your culture. A simple line like,
   “We’ll gladly help you navigate your insurance, but please know we don’t work for your insurance company,”
   can save your team endless grief later.

2. Use Visuals and Scripts
   Create easy-to-understand visuals explaining co-pays, maximums, and limitations. Use scripting like,
   “Your insurance is designed to reduce your cost, not eliminate it.”
   Patients remember visuals and phrases more than fine print.

3. Document Everything
   Keep a record of every conversation about benefits. When insurance drops the ball, you’ll have proof to defend yourself and a little peace of mind when explaining things to patients.

4. Show Solidarity with Your Vendors
   If your consulting partner, billing team, or negotiation company is battling the same insurance nonsense you are, remember you’re allies in the same war. Don’t shoot your own soldiers.

5. Push Back Collectively
   Dentists have more power than they realize. If enough practices stop accepting assignment of benefits or start sending mass complaint letters to state regulators, insurance companies will start feeling the pressure where it hurts most, their compliance departments.

The Final Drill
Assignment of Benefits wasn’t evil by design, it started as a patient convenience. But like many good ideas, insurance companies found a way to twist it into a shield against accountability.

So, next time a patient gets upset about a claim or coverage issue, remember this:
You didn’t build the maze, you’re just helping them find their way out.

Let’s start redirecting the frustration to where it belongs. Let’s stop fighting each other and start holding insurance companies accountable.

Because if we don’t, the only ones laughing will be the executives in corner offices, while we’re the ones explaining their mistakes, one patient at a time.

Quick Recap:
Assignment of Benefits = Insurance’s escape hatch from accountability.
Dentists now play “insurance educator” for free.
Vendors like Veritas fight the same battles and deserve your empathy, not your wrath.
Educate patients early, document everything, and push back collectively.
Stop letting insurance companies make us their unpaid PR team.
Let’s flip the script and remind them who really holds the drill.

Benjamin Tuinei
Founder – Veritas Dental Resources, LLC
📞 888-808-4513
Services: PPO Fee Negotiators, PPO Fee Negotiating, Insurance Fee Negotiating, Insurance Credentialing, Insurance Verifications
Websites: www.VeritasDentalResources.com, www.VerusDental.com