How Berxi Helped an Optometrist Navigate a Potentially Bogus Claim

When you work in healthcare, you know that even routine appointments can take unexpected turns. But for one optometrist and Berxi policyholder, a simple eye exam turned into weeks of stress — and a powerful reminder of why a strong, supportive claims team can make all the difference.

The Unexpected Call

Two weeks after an otherwise ordinary appointment, the optometrist received a surprising message from her patient:

“The chin rest from the eye exam knocked my tooth out.”

Shocked, she replayed the visit in her mind. At no point had the patient shown discomfort. In fact, he’d simply asked her to adjust the chin rest — which she did — and the exam continued smoothly. He certainly had all his teeth when he left the office.

Still, the claim rattled her. Unsure what to do next, she reached out to her malpractice insurance provider, Berxi.

Immediate Support From the Claims Team

Her call was answered by Ed, a Berxi claims examiner. He listened to her story, gathered the details, and immediately opened a file about the case.

Ed suspected early on that something didn’t add up. There had been no sign of pain or injury during the exam. Nothing unusual or noteworthy had occurred, except the request to adjust the chin rest, which is common.

But even when a claim seems baseless, the emotional impact is very real. Ed knew that what the optometrist needed most was communication, clarity, and reassurance.

“In any claim, I like to regularly reach out and check in with the insured to see how they’re doing,” Ed explains. “Even if there’s no new information, it’s important to pick up the phone and let them know we’ve got their back.”

How Primary & Supplemental Insurers Work Together

Because Berxi was her supplemental malpractice insurer — the optometrist’s employer held her primary policy — Ed confirmed that the primary insurer would attempt to contact the patient and manage the initial investigation.

Still, Ed didn’t step back. He checked in with the optometrist frequently, keeping her updated and reminding her she wasn’t facing the situation alone.

Each time they spoke, the pattern was the same: no updates from the patient, no updates from her employer, and no sign that an actual claim was coming.

Closure & Continued Peace of Mind

After a couple of months with no movement whatsoever, Ed reached out again. The optometrist asked whether it made sense to close the file. Ed recommended closing the file but assured her that if anything changed, Berxi could immediately reopen the case and begin defending her.

The Real Takeaway: A Good Claims Team Is Invaluable

In the end, no lawsuit materialized. The patient never followed up. But the stress and uncertainty were very real — and so was the value of having a claims examiner who stayed engaged, supportive, and proactive.

In the end, this story isn’t just about a dubious complaint. It’s about the peace of mind healthcare professionals deserve, especially when facing confusing or intimidating situations.

When your insurance company provides an in-house claims team that prides itself on communicating openly, checking in regularly, and always having your back, even the scariest “what if” can feel manageable.

Protect Your Career With Support You Can Count On

Berxi offers comprehensive, affordable malpractice insurance and a claims team committed to supporting you every step of the way. Get a quote in minutes and protect your peace of mind with malpractice insurance from Berxi.

 

Image courtesy of iStock.com/Jacob Wackerhausen

Image courtesy of iStock.com/KucherAV

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The views expressed in this article are those of the author and do not necessarily reflect those of Berxi™ or Berkshire Hathaway Specialty Insurance Company. This article (subject to change without notice) is for informational purposes only, and does not constitute professional advice. Click here to read our full disclaimer