Natalie Franks

Competent but communication could be more consistent

I engaged Natalie Franks at Health Legal for assistance with a complex health insurance denial. My case involved a major surgical procedure that my insurer initially refused to cover, citing a pre-existing condition clause. With her 17 years in general practice, Ms. Franks clearly understood the nuances of insurance law and the broader regulatory landscape. Her knowledge was evident when she drafted the formal appeal, referencing specific state statutes and the insurer's own policy language. Ultimately, the appeal was successful, and the coverage was granted, which was the primary goal. However, the experience felt somewhat transactional. While Ms. Franks was professional, there were periods of several days where I received no updates, and I often had to follow up via her assistant. For a process that was incredibly stressful for my family, a more proactive communication style would have been appreciated. Additionally, some of the billing explanations were a bit opaque. She is undoubtedly a capable attorney who achieved the desired legal outcome, but the client service aspect felt just adequate. I would recommend her for her legal acumen, but with the caveat to set clear expectations for communication from the outset.