We tend to see this error message come back on a Delayed Payer Report.
Sometimes the insurance companies send back these "blanket" error messages where they do not specifically mention what is missing or invalid. When this happens, you should double check everything that you have entered for both the patient and the insured.
- From the error page in Therabill, you can click the edit icon next to the insurance card to view / edit the insured's information.
- From the error page in Therabill, you can click the edit icon next to the client name to view / edit the patient information.
Make sure everything is entered as it is on the insurance card. Pay close attention to the primary ID and any group or policy number shown on the card. Another possible mistake may be a missing or invalid birthday for the patient (and the insured).
If you cannot determine what is missing or invalid, you may want to call the insurance company and run an eligibility check.
As with most electronic errors, the person you talk to on the phone will probably not have access to the specific claim that came back in error. This is because most electronic errors are sent back before the claim gets in to the payers adjudication system. Therefore, the phone call will mostly consist of you verifying what information should be on the claim and where it should go on the CMS-1500.