safety
Blue Shield explains why doctor's 3-hour call to insurance company led nowhere
By Bigad Shaban and Jeremy Carroll at NBC Bay Area (KNTV, NBC)
· June 24, 2026
· 6 min read
Blue Shield of California says a “routing” problem with its internal phone system, and not the merits of a San Francisco firefighter’s insurance appeal, is to blame for why the patient’s oncologist was unable to submit his appeal over the phone after dialing the number listed on Blue Shield’s den...
Key takeaway Ken Jones, a veteran San Francisco firefighter, passed away in May after living with Stage 4 lung cancer.
Why this matters in The San Francisco
The case of Ken Jones, a veteran San Francisco firefighter who passed away from Stage 4 lung cancer, raises concerns about the accessibility of insurance appeals for patients and their doctors in the city. Blue Shield's explanation of a "routing" problem with its internal phone system highlights the need for streamlined and efficient communication channels between healthcare providers and insurance companies. The fact that Dr. Matthew Gubens, Jones' oncologist, was unable to submit an appeal over the phone despite calling the listed number on the denial letter, underscores the challenges faced by medical professionals in navigating complex insurance systems. As San Francisco residents, patients and their families rely on timely and effective communication with insurance providers to ensure access to necessary medical treatment. The city's healthcare community will be watching to see if Blue Shield implements meaningful changes to its appeals process to prevent similar issues in the future.
About this story
Original reporting by NBC Bay Area (KNTV, NBC) . The San Francisco surfaces reporting from trusted publishers and adds local editorial context so readers can quickly understand what a story means for their community. We attribute every source, link to the original report, and follow a documented editorial standards policy. To understand how stories are selected and reviewed, read our about page .
For the complete original report, visit NBC Bay Area (KNTV, NBC) . Have a tip or correction? Contact our newsroom .
Category: safety ·
Published: June 24, 2026 ·
Source: NBC Bay Area (KNTV, NBC) ·
Reading time: 6 min
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Frequently asked about this story
What is this story about? Blue Shield of California says a “routing” problem with its internal phone system, and not the merits of a San Francisco firefighter’s insurance appeal, is to blame for why the patient’s oncologist was unable to submit his appeal over the phone after dialing the number listed on Blue Shield’s den...
When was this published? This article was first published on June 24, 2026 by NBC Bay Area (KNTV, NBC) and curated for The San Francisco readers.
Who reported this story? This story was reported by Bigad Shaban and Jeremy Carroll at NBC Bay Area (KNTV, NBC). To learn more about how The San Francisco selects and reviews stories, see our editorial standards .
Where can I find related coverage? See more safety coverage from The San Francisco, or browse our daily briefing and topic hubs .
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