This error can be confusing due to bad choice of words on the payers part in their error message. They are not really referring to lower case characters. It is actually perfectly find to use lower case characters for names in Therabill, this is because Therabill automatically converts it to upper case on the EDI (Electronic Data Interchange) claim submission. What they are referring to is the use of non-alphabetic characters in the name.
How to Fix and Resubmit
Open up the edit insurance card form. You can access the edit insurance card form in Therabill from the edit client form by clicking the edit icon next to the insurance card on the edit client form. For your convenience, you can access the edit client form directly from the error page using the edit icon next to the client name under the Edit Claim Information section.
Edit the first and last name to make sure you do not have non-alphabetic characters. The most commonly used non-alphabetic character is the period. Do not put periods in the name.
Do not put the middle initial as part of the first name or part of the last name (separated by a space). In an EDI transmission, this will actually cause the first name (or last name) to go out as having the middle initial in it. That is, on an EDI transmission (unlike a paper claim), there is a specific place for entering the first name and a separate place for the last name. If you put the middle initial as the part of the first and last name, they may not be able to find the patient by name in their system.