How Do You Deal????

With people whohave educated themselves just enough to be stupid. In our office, everyday I have to explain people's health insurance to them. They always have pulled up their benefits, and seem to know what their insurance covers, however, things are not always as they seem...."well, it says here such and such is covered in full, why do I have a copay??" I am appealing to the answers community to help me before I take off screaming! It seems I deal with this everyday, what should i tell these people??

Update:

Maybe I worded this wrong, I amnot an insurance"person" I merely work in an office that accepts insurance to help defray the cost of services. I did not wake up on the wrong side of the bed, i am just fed up. After four years of being yelled at by people who think they know what their insurance covers, and become irate when everything is not "covered in full"...I just need help dealing.....

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