So, your TELUS eClaim got rejected? First off, deep breath. It happens to the best of us! Whether it was a mix-up with the policy number, confusion with the primary or secondary claims, this guide’s got you covered.
Wondering if you can even resubmit the claim? You can, but how you do that depends on when the claim was submitted. If you caught the error on the same day, awesome! You’ve got a simpler fix. If it’s an older one, the process is a tad different.
Let’s dive in 🤿
Same-Day Claim Submissions
If you’re still within the same calendar day as the original submission, you can reverse the claim. Start by opening the appointment and clicking View in the Insurance Info section. Then, click the dropdown arrow to the right of the invoice number, and choose Reverse.
Jane-Tip 💡: If you want to hang on to the EOB (Explanation of Benefits), open it up first and save it as a PDF. Once you reverse the claim, the EOB gets permanently deleted, and there isn’t a way to recover it.
Once the claim is reversed, remove the policy from the appointment, then add it back in with the corrected information. After that, just submit the claim like you normally would, and boom, you’re back on track!
For more detailed steps on reversing a Telus eClaims submission, you can check out this guide: TELUS eClaims - Reversing Submissions Through the TELUS eClaims Integration
Claim Submissions on a Different Day
Older claim? No problem. We’ll just do a little workaround.
First, open the appointment and click View in the Insurance Info section. If there’s an EOB you’d like to keep for your records, you’ll want to click on the blue View Explanation of Benefits (EOB) text and print it or save it as a PDF.
Next, click the dropdown arrow to the right of the policy and select Disable Electronic Submission. This lets Jane know to treat the claim like a good ol’ fashioned paper submission.
At this point, give TELUS a call or chat and ask them what they recommend. They might tell you to correct and resubmit the claim, or they might suggest doing it manually through the TELUS portal.
⭐️ Manual Resubmissions through the TELUS eClaims Portal
If TELUS tells you to resubmit manually, go ahead and do that in the portal. You’ll want to make note of the amount covered so you can accurately record that for billing purposes in Jane. This can be done either using the Max Amount or Eligible Amount fields.
Remember to manually mark the claim as Submitted.
And once that claim is paid, don’t forget to mark it as Paid and Approved in Jane too. That way, your records stay nice and tidy.
⭐️ Resubmissions through the Jane Integration
If TELUS gives you the green light to resubmit, then you can fix up the info and submit it as you normally would, right there in Jane.
Additional Notes & Resources
- Our TELUS eClaims FAQ + Troubleshooting is a compilation of some of the most frequently asked questions around Jane’s TELUS eClaims integration, errors and troubleshooting tips.
- Not sure what the Pending or On Hold status means after a claim submission? We’ve got just the guide for you: Pended and On Hold Submissions with TELUS eClaims
Rejected claims aren’t the end of the world, even if they feel like it on a Monday morning. To speak with TELUS eClaims directly, you can call their phone number 1 (866) 240-7492 or visit their Contact TELUS Health page for more information.
You got this. 💪