This error is received when you are submitting a claim to an additional payer (i.e. secondary), but there is an issue with the previous payer's (i.e. primary) payment. This can be caused by the following:
- The primary payment information was entered incorrectly. This typically means that the name of the payer on the payment you posted does not match the payer listed on the insurance card. Be sure to post all payments and adjustments according to the EOB or ERA.
- The claim was sent to an additional payer before being sent to the primary insurance.
- There is not an active primary insurance card for the client. Either unarchive or re-add the primary insurance card.