When Dr. Elisabeth Potter posted a TikTok video describing an experience she had in the ER, she never expected it to go viral. But her message — about health insurance companies overstepping their bounds — resonated deeply with viewers.
The video started with Potter saying, "It’s 2025 and insurance just keeps getting worse." She then explained that during a surgical procedure, UnitedHealthcare called demanding information about a patient who was already under anesthesia. To comply, Potter had to scrub out mid-surgery and return the call.
Don’t miss
- I’m 49 years old and have nothing saved for retirement — what should I do? Don’t panic. Here are 5 of the easiest ways you can catch up (and fast)
- Gain potential quarterly income through this $1B private real estate fund — even if you’re not a millionaire. Here’s how to get started with as little as $10
- Car insurance premiums could spike 8% by the end of 2025 — thanks to tariffs on car imports and auto parts from Canada and Mexico. But here’s how 2 minutes can save you hundreds of dollars right now
To make matters worse, the representative she spoke with didn’t even have the correct information — despite the procedure being pre-approved. "Insurance is out of control. I have no other words," she concluded. UnitedHealthcare got wind of the video, posted just weeks after CEO Brian Thompson was killed, and demanded that Potter remove it, claiming her story wasn’t true. The company also insisted that no one had expected her to return a call mid-surgery.
However, in an interview with CNN, Potter explained that she called the insurer back immediately to prevent the patient from being denied coverage and stuck with a financially devastating bill. "The environment I am practicing medicine in — when an insurance company says jump, I say ‘How high?’”
UnitedHealthcare claims that it had approved the procedure and overnight stay, but the hospital submitted a separate stay request that required review. The insurer called that request an error and confirmed that the patient ultimately received all necessary care.
But Potter insists that insurance companies are telling doctors what to do and, in some cases, interfering with patient care. "Insurance shouldn’t practice medicine,” she said. “But they are.”
Americans may not be getting the care they need
A recent Kaiser Family Foundation (KFF) report found that in 2023, 19% of in-network claims under Marketplace health insurance plans were denied. The rate was even higher — 37% — for out-of-network claims.
Making matters worse, fewer than 1% of consumers appeal denied claims. And even when they do, they often lose: 56% of appeals are upheld. Meanwhile, UnitedHealthcare says it approves and pays about 90% of the medical claims it receives, with about half of the unpaid claims attributed to administrative errors.
Yet frustration with the insurance industry runs deep. After Thompson’s accused killer, Luigi Mangione, was captured, many were quick to argue that Thompson had it coming — accusing him of prioritizing profit over patient care.
That 90% approval rate is also questionable. Miranda Yaver, an assistant professor of health policy and management at the University of Pittsburgh, said, "It can be difficult to estimate exactly how many claims are denied in a given year by health insurers because not all health insurers report this data."
Read more: Want an extra $1,300,000 when you retire? Dave Ramsey says this 7-step plan ‘works every single time’ to kill debt, get rich in America — and that ‘anyone’ can do it
Medical debt is a huge problem
According to KFF, about 6% of U.S. adults owe more than $1,000 in medical debt, and roughly 1% — or 3 million people — owe over $10,000.
In total, Americans owe at least $220 billion in medical debt. Unsurprisingly, those most affected are people with disabilities, those in poor health, low-income individuals and the uninsured.
New rules prevent medical debt from appearing on credit reports, which helps protect consumers’ credit scores. However, that doesn’t erase the debt itself. Many people who can’t afford their medical bills negotiate lower costs down with providers, but others are forced to pay off their debt over time — often at the expense of other financial obligations and goals.
Change is sorely needed
Thompson’s killing was a wakeup call for the insurance industry. If the shooting is confirmed to be linked to insurance policies, it "could cause companies in the sector to make some changes," said Ron Culp, a public relations consultant at DePaul University, in an interview with Crain’s.
Meanwhile, concerns about health care access loom large. The Center on Budget and Policy Priorities cautioned last year that President Trump’s return to the White House could pose significant risks to health coverage, particularly in the areas of Medicaid and the insurance marketplaces. During his first term, Trump attempted to repeal the Affordable Care Act (ACA).
A recent KFF poll found bipartisan agreement on key health care reforms, such as increasing price transparency and tightening regulations on insurers’ approval and denial of prescription drugs. However, 40% of Republicans still believe repealing the ACA should be a top priority.
President Trump signed an executive order to make health care pricing more transparent. During his first term, he also signed the No Surprises Act to protect consumers from unexpected medical bills. Still, there’s more work to be done in the fight for insurance reform, and consumers can only hope that lawmakers will make it a priority.
What to read next
- Thanks to Jeff Bezos, you can now become a landlord for as little as $100 — and no, you don’t have to deal with tenants or fix freezers. Here’s how
- Here are 5 ‘must have’ items that Americans (almost) always overpay for — and very quickly regret. How many are hurting you?
- Trump warns his tariffs will spark a ‘disturbance’ in America — use this 1 dead-simple move to help shockproof your retirement plans ASAP
This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
