How do I fix an insurance payment?


The Payment Overview page is the fastest way to identify and fix any payment errors made on sessions for your insurance clients.

You can access this page by going to Billing > Insurance > Payments and click on any payment you'd like to review.


Click on the blue "i" next to the "Ins. Paid" amount for the session you're investigating.

The Payment Overview will show you which sessions on this payment have any errors in them. The status for each session will let you know if you need to make any corrections. The status can include "Good," "Write-off too high", "Payment missing" and "Duplicate Payments recorded."

What do these statuses mean?

A "Good" status means that you have entered the payments correctly and there are no discrepancies with the payments related to this session.

A "Write-off too high" status means that the insurance write-off amount exceeds the expected write off. For example, let's say your session fee is $100, your client has a $20 co-pay, and the insurance is responsible for $60. The expected write-off for that session would be $20 and any amount over that would trigger this status.

A "Payment missing" status means that the payments entered from both the client and insurance company are not enough to cover the full fee of that session.

A "Duplicate payments recorded" status means that the amount paid for this session, by either the client or the insurance company, exceeds the fee for the session.

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