The payer is stating that the primary ID that you are submitting to them for the subscriber is not valid. In the error message, they are specifying the format for the primary ID that they expect.
- It could be that you mistyped the primary ID on the insurance card in Therabill. Go to the insurance card and make sure it is entered correctly and matches the format laid out by the payer in this rejection message.
- Are you submitting to the wrong payer? Verify that the coverage is through this payer and that this is the payer ID that you should be submitting your claims through.
Blue Cross Blue Shield
A common mistake that people make is to submit Blue Cross Blue Shield (BCBS) claims to another state (that you are not a provider for). You should always submit BCBS claims to your local BCBS (the state where you are a BCBS provider). Blue Cross Blue Shield will route the claim using the alpha-prefix on the primary ID.