Before Michael Napientek went into surgery last fall, his doctor had preauthorization for the procedure from the insurance company, UMR.

Several months later, the couple started receiving medical bills, and notices that Michael’s back surgery was not paid for by UMR. The total amount owed? Nearly $150,000.

The couple didn’t know what to do. They were questioning the insurance company about the preauthorization of the procedure, which according to UMR, does not guarantee coverage. Well then what’s the point?

After many sleepless nights, attempts to appeal the insurance company’s decision and excessive financial worry, the Napienteks woke up to a letter from UnitedHealthcare – UMR’s parent company. The letter said that the insurance company would cover the medical bill after all – after a review and second opinion on the case from an outside physician.

Though this couple ended up on the lucky side of the personal injury spectrum, health insurance companies can be deceptive when it comes to their coverage.

After the claim had been taken care of, a spokesperson for UnitedHeathcare said, “This is a perfect example of how the process works. The process may not work as fast as people want it to work, but it works.”

Read the full story about the Napienteks’ insurance luck at the Chicago Tribune.