'Ghost networks' are harming patients, but attempts to eliminate them have fallen short

Insurance companies often refer patients to lists of providers who are unreachable, out of network or don’t accept new patients.

The clock started ticking when Michelle Mazzola’s son, Guy, was diagnosed with autism before his second birthday. Doctors told her the sooner Guy received therapy for his nonverbal communication and behavioral challenges, the better chance he had of reaching his full potential — and perhaps entering a kindergarten with neurotypical students.

Like many parents, Mazzola hoped to find therapists who were covered by their insurance. So she consulted a directory of providers listed as “in-network” on her insurance company’s website.

Mazzola spent two weeks calling providers on the list, but found no viable options.

“Probably 50% of the time no one answered the phone or the phone number was wrong,” she said. “Then you would get people on the phone and they’d say, ‘Yeah, we have about a nine-month wait list.’”

Guy and Michelle Mazzola’s son, also named Guy, was diagnosed with autism before his second birthdayCourtesy Michelle MazzolaShe had stumbled upon what’s informally known as a “ghost network” — a directory of providers that are largely unreachable, out of network or don’t accept new patients. Studies suggest it’s common to encounter these networks while looking for covered care.