Frequently Asked Questions

To receive full insurance benefits, some insurance plans require patients to receive services with “in-network” or “participating provider” hospitals and physicians. Call your insurance provider to check requirements and to ensure New London Hospital is in the network. You should have a “Member Services” number on the back of your insurance card.

In an emergency, always go to the closest hospital. Your insurance plan generally will cover emergency department costs or transfer you to an “in-network” hospital if it is safe to do so. If you choose to go to an “out-of-network” hospital in a non-emergency, you may be required to pay a larger deductible or a greater portion of your bill. Be sure you understand your health insurance’s “out-of-network” options.

Some insurance plans require certain services to be authorized, or pre-certified, before the patient receives them. Other insurance plans require the patient to notify them within a certain period of time after services are rendered. Know your health plan’s requirements by reading the information given to you by your insurance company or employer, or by calling your insurance company directly.

We try to send all the necessary information to insurance plans; however, they sometimes need more information from you to process a claim.

Your insurance plan will send you an Explanation of Benefits (EOB) notice that details the amount it has paid, any non-covered or denied amounts, and the remaining balance that you are responsible for paying New London Hospital. Review your EOB carefully, compare it to your New London Hospital billing statement, and call your insurance plan or a New London Hospital Financial Counselor at (603) 526-5292 if you have questions or concerns.

Also, many health plans require patients to pay a co-payment or deductible amount that may be due at the time of registration or discharge from the hospital.

You will receive four statements, each 30 days apart, for services provided at New London Hospital, the New London Medical Group, or Newport Health Center. If payment is not received, a Final Notice will be mailed indicating collections as the next step. Payment Plan statements are mailed monthly until the balance is paid off or the patient has defaulted.

If you have billing questions, call New London Hospital Patient Billing Department at (603)526-5292 weekdays between 8 a.m. and 4:30 p.m. or email

“Adjustment” refers to the portion of our bill that has been discounted. If you are uninsured, you will receive a 50% uninsured discount (adjustment). The hospital is required to take a contractual adjustment on balances billed to insurance companies that we contract with. This amount is determined by the insurance company and will be indicated on your Explanation of Medical Benefits, as well.

Yes. New London Hospital is dedicated to helping you receive full benefits from your insurance plan. You will be asked to provide complete insurance information upon registration. Be sure you have a copy of your insurance cards at that time. As a service to you, we will submit secondary claims along with required EOBs to your insurance provider.

Be assured that emergency services will never be delayed or withheld on the basis of a patient’s ability to pay. If you do not have health insurance, call Financial Counseling in Patient Financial Services at (603) 526-5292. A Financial Counselor will review payment and financial assistance options that may be available to you.

Yes. For your convenience, New London Hospital accepts cash, personal check, debit card, money order, Visa, MasterCard, Discover, and American Express. If you wish to pay your bill on-line via credit card, please scan the barcode on your bill or visit our website at We will charge your card only the amount you authorize. Payment plans may also be arranged through New London Hospital Patient Financial Services Department at (603)526-5292.

A Financial Counselor in Patient Financial Services Department at (603)526-5292 will be happy to assist you.

New London Hospital has a variety of options available to help you resolve your hospital bills. We will assist you in exploring the best payment option for you. If you cannot pay the entire balance of the account, it is important that you call us to establish an agreement for a payment plan or other options for financial assistance.

273 County Road, New London, New Hampshire 03257 – Financial Counseling is located behind the Emergency Department Registration.

During your hospital visit, other professionals may have been involved with your care. If they are not employed by NLH, you will receive a separate bill. Examples are Radiology interpretations of tests and Pathology interpretations.

Identification cards are always needed when being admitted. Please make sure to have your driver’s license, social security card, insurance card, and doctor’s orders.

Your insurance and demographic information is retained in our computer system from your previous visits. However, insurance coverage can change frequently depending on employer group renewals, personal coverage choices, and particular reasons for the encounter such as workers compensation. Therefore, it is vital that we capture the correct insurance information for each visit so that we can obtain appropriate payment from your insurance plan.

We have charged Medicare for only one office visit. However, they require that we split the one visit into professional and facility portions. You will notice an FC (Facility Charge) and a PF (Pro Fee) on your statement indicating the break down.