Frequently Asked Questions

FAQ – Billing

• How do I request a Good Faith Estimate (GFE)?

  Hawai‘i Pathologists’ Laboratory (HPL) provides self-pay and uninsured patients, as well as those not wishing to submit claims expenses to insurance, the opportunity to receive a “Good Faith Estimate” (GFE) of the cost of pathology services upfront.

  Learn more about the GFE process

• Why did I receive a bill from Hawai’i Pathologists’ Laboratory (HPL)?

  Your physician has chosen HPL to process samples obtained at your recent doctor's appointment.

• What types of testing are performed at HPL?

  Services at HPL include biopsies, professional services relating to laboratory testing performed in a hospital, technical processing of specimens from other physicians or hospitals when slides are prepared in our laboratory and shipped back to the referring physician/hospital for interpretation, and autopsies.

• Who is responsible for paying for anatomical testing?

  Ultimately, it is the patient's responsibility to pay for testing.

• Who bills my insurance for pathology services rendered?

  We at HPL will process an insurance claim on your behalf.

• Will HPL bill any insurance company?

  HPL contracts with many insurance companies. If your insurance provider is not on our list of contracts, we will still file a claim on your behalf. However, there is no guarantee they will pay the full amount. The patient will be responsible for any unpaid balances.

• Why didn't my insurance cover the entire amount?

  Please remember that insurance plans have varying benefit levels and only you can be sure your insurance company processed your claim according to your plan provisions. If you feel your claim was processed incorrectly, please contact your insurance company.

• How will HPL inform me of the status of my account?

  Any patient responsibility, typically deductible and/or coinsurance, based on your member agreement with your health plan will be billed to you once your insurance has processed your claim. This will be reflective on your billing statements as well as your Explanation of Benefits (EOB) from your insurance.

• Why could I receive two bills after a single visit to my doctor?

  Your physician's office will bill you for their services. Then the second bill will come from HPL for the pathology services provided. Please remember that your physician’s fee is separate from your pathology fee. You as a patient are responsible for paying both of these bills.

• Who do I contact if my billing issues are not resolved?

  You can call 1-808-353-8390 and ask to speak to a representative in the billing department. Billing Department hours are Monday–Fridays 9:00 a.m. – 4:00 p.m. HST.