Frequently Asked Questions

1. What if I cannot afford to pay the balance on my hospital bill?
2. I gave my insurance information at the Hospital. Why am I receiving this statement?
3. How do I change my personal information online? The insurance information shown on my statement is incorrect. How do I change it?
4. Where should I send my payment?
5. Why didn't my insurance company pay in full?
6. What other bills can I expect to receive?
7. When I pay online, is my payment information secure?
8. Why do I receive a different account number every time I come in for services?

1. What if I cannot afford to pay the balance on my hospital bill?
   Under the Anna Jaques Hospital Financial Aid Policy, financial aid is available to eligible patients who are in need, (as defined by hospital policy), are residents of Massachusetts, and receiving medically necessary services. Eligibility is based upon family income and the number of family members in the household. If you think you may be eligible for financial assistance, please contact our Financial Counseling Department at 978-463-1123 or 978-463-1134.
   Installment payment plans are also available by contacting our Billing Office at 978-834-8080. This policy does not apply to physicians' services or other providers who bill independently from the hospital.
2. I gave my insurance information at the Hospital. Why am I receiving this statement?
   If our billing office has not received information that you supplied at registration, you will receive a statement. In some cases, we may not have been able to process information that you have furnished prior to the mailing of a statement. We apologize if your account has not been updated with the relevant information prior to the statement being mailed and ask that you contact us with the information at 978-834-8080.
3. How do I change my personal information online? The insurance information shown on my statement is incorrect. How do I change it?
   Click on "Contact Us" and then click on the email address billing@ajh.org and send us an email with the correct information. Your updates will be reflected in our billing system within three (3) days of receiving the information.
4. Where should I send my payment?
   Payments should be sent to the address in the remit section of the statement. For your convenience, a return envelope has been enclosed. Or you may choose to pay online. Simply log on to your on-line account and pay by using Visa, Mastercard, Discover, or American Express.
5. Why didn't my insurance company pay in full?
   Many insurance policies have a deductible, co-pay, or co-insurance amount. To confirm your responsibility under your policy, if any, please call your insurance company directly or call us directly at 978-834-8080.
6. What other bills can I expect to receive?
   In addition to the hospital bill, you may receive bills from one or more of these other providers who will bill independently. They include but not limited to:
   Emergency room physicians, pathologist, radiologist, anesthesiologists
7. When I pay online, is my payment information secure?
   Yes. Please review our Privacy Policy for more information on our commitment to respecting and protecting your privacy.
8. Why do I receive a different account number every time I come in for services?
   A different account number is assigned to help us track individual cases and each case is rolled up under one Medical Record number.