Instructions

To change the insurer on an existing insurance policy, follow these steps. Once complete, the policy reflects the new insurer, related billing details update automatically, and the change is recorded in the Activity Log.

📣 Heads up: You won't be able to complete this workflow if either insurer is archived, the policy has received any insurer payment (even a partial payment), or if the switch crosses regions (US, Canada, or UK) or Canadian integrated insurer families (PBC, TELUS, or Teleplan). But patient copays, out-of-pocket payments, and rejected claims will not impact the workflow.

1. Go to the patient's Profile > Billing > Insurance Policies.
2. Click View next to the policy you want to update.
3. Click the pencil icon next to the insurer name.

4. Select the new insurer from the dropdown menu.
5. Click Save.

What to Expect

• Billing details update to match the new insurer, including the claim submission format and the templates used going forward.
• If the new insurer requires hiding default coverage billing information (for example, TELUS), that information is cleared from the policy. It doesn't repopulate automatically if you switch back to the previous insurer; you'll need to re-enter it manually.
• Invoices tied to the policy that don't have an insurer payment on them are regenerated to reflect the new insurer. If a claim item was already submitted to the previous insurer, it may show as not submitted again, since its invoice was freshly generated for the new insurer.
• New invoices created after the change reflect the new insurer, the same as any other invoice.

Important Notes

• Billing codes already on the claim stay as they are. Jane blocks submission if a code doesn't work with the new insurer, in which case you'll need to update the billing code manually.
• Historical submission and remittance records (approvals, denials, or payment details) stay exactly as they were.
• Insurer-specific fields that don't apply to the new insurer stay in place but go unused going forward.

That's it, the policy now reflects the correct insurer.

Related Guides

• Creating a Patient Policy (CA)
• Start Billing 1: Patient Insurance
• How to Collect Insurance Information on an Intake Form