I do refund for the lab I work in. Recently we had a patient call and he has two anthem policies. One is a group plan one is a personal policy. There is no COB between the 2 policies so both end up paying as primary and the patient as well as anthem have told me the second payment needs to be forwarded to the patient. My supervisors however are telling me that we cannot send the payment to the patient we have to send it back to Anthem for audit reasons. Has anyone ever encountered a sitiation like this before?