Rejection hurts, especially when you’re not sure what you did wrong ❤️🩹, but thankfully when it comes to Teleplan you’re always provided with a rejection code and explanation for rejected claims.
In this guide, we’ll go through common Teleplan rejection codes and how you can correct your claims so you and Teleplan can live happily ever after.
Moving Rejected claims back to the Unsubmitted (Teleplan) folder
Before we jump into rejection codes let’s cover how to move rejected claims back to the Unsubmitted (Teleplan) folder so they can be corrected and resubmitted.
As an Administrative/All Billing or Full Access user you can head to your Billing > Rejected folder.
If you’d like to work through claims one at a time, you can use the drop down arrow to the right of each claim to Mark as Unsubmitted.
Alternatively, if you’d like to manage a batch of claims at once, you can click on each claim to highlight it in blue or use our Filter options to Select All for a set of claims. Once all your claims are highlighted, you can use the yellow Mark as Unsubmitted button.
Note📝: Unsure of where to find the Sequence Number for a specific Teleplan claim? Check out our Where to find a Teleplan Sequence Number in Jane guide for more detailed steps.
Rejection codes
Now that your claims are moved back to the Unsubmitted (Teleplan) folder, they’re ready to be corrected and prepped for resubmission.
Feel free to select a specific error code from the list to pop to that topic:
- AY: PROVINCIAL/INSURER OR INSTITUTION CODE MISSING OR INVALID OR FEE ITEM NOT VALID FOR INSURER.
- CB: NUMBER OF SERVICES AND TIME STATED DO NOT CORRESPOND
- CK: PRACTITIONER NUMBER IS INVALID FOR THIS PAYMENT NUMBER AND DATE OF SERVICE.
- CN: PRACTITIONER NUMBER IS NOT REGISTERED WITH THE COLLEGE OF PHYSICIANS AND SURGEONS OR NOT ACTIVE WITH MSP FOR THIS DATE OF SERVICE.
- CP: PRACTITIONER STATUS INVALID FOR DATE OF SERVICE AND TYPE OF SUBMISSION.
- FX: THIS IS A RECIPROCAL CLAIM.
- J1: (283) WORKSAFEBC REFUSED - REPORT SUBMISSION INCOMPLETE, REQUIRED INFORMATION MISSING, WORK LOCATION MISSING.
- SJ: (518) WORKSAFEBC THE SUPPORTING (PROOF) DOCUMENT WAS NOT RECEIVED, OR ITS SERVICE DATE DOES NOT MATCH THE SERVICE DATE FOR THIS ITEM. REFER TO YOUR CONTRACT.
- VG: FEE ITEM IS MISSING OR INVALID.
- VM: REFERRING PRACTITIONER NUMBER IS MISSING OR INVALID
- VN: DIAGNOSTIC CODE MISSING OR INVALID.
- W1: POSTAL CODE MISSING OR FORMAT INVALID.
- W2: DATA CENTRE AND PAYEE NUMBER COMBINATION NOT ON FILE.
- WF: FEE ITEM BILLED AND DOCTOR’S SPECIALTY/PRACTITIONER NUMBER DO NOT CORRESPOND.
- X9: RCP ADDRESS MISSING OR NOT SHOWING IN LINE ONE.
- YY: PRE-EDIT SYSTEM REFUSAL. SEE SECOND EXPLANATORY CODE(S).
- ZJ: PHN EQUALS ZERO AND PROVINCE CODE EQUALS ZERO OR BLANKS.
AY: PROVINCIAL/INSURER OR INSTITUTION CODE MISSING OR INVALID OR FEE ITEM NOT VALID FOR INSURER.
This error code is triggered when there is no province listed in the patient’s profile.
To correct the claim, head to the Patient Profile > Edit / Settings to select British Columbia as the Province and Save.
Pro tip, we also recommend taking this time to ensure other details within the patient’s profile are correct, such as their full name, date of birth, PHN, and address, just to ensure you don’t run into another rejection upon resubmission.
CB: NUMBER OF SERVICES AND TIME STATED DO NOT CORRESPOND
This error code is triggered when the Billing Code used does not match the duration of the appointment in Jane.
To correct the claim once it is moved to the Unsubmitted (Teleplan) folder, use the drop down arrow to the right of the claim to View Purchase. In the Purchase panel that pops up, under the Insurance Info section use the drop down arrow to the right of the Billing Code to Remove Billing Code.
When you Add Billing Code… you’ll want to ensure you are billing for the correct number of units for the duration of the appointment.
Alternatively, you can change the length of the scheduled appointment to match the Billing Code used by following the steps in our Changing the Length of a Scheduled Appointment guide.
CK: PRACTITIONER NUMBER IS INVALID FOR THIS PAYMENT NUMBER AND DATE OF SERVICE.
This error code is triggered when Teleplan does not have a valid Assignment of Payment form on file for this practitioner for the service date of the claim.
To correct the claim, you will need to complete an Assignment of Payment form and fax it to Teleplan. You will want to ensure that the Effective Date entered in the form is a date on or prior to the service date for any rejected claims. For example, if you’ve got a rejected claim dated June 16th, you’ll want to be sure that the date on the form is June 16th or earlier.
CN: PRACTITIONER NUMBER IS NOT REGISTERED WITH THE COLLEGE OF PHYSICIANS AND SURGEONS OR NOT ACTIVE WITH MSP FOR THIS DATE OF SERVICE.
This error code is triggered when the practitioner’s Teleplan Practitioner Number is incorrect in their Staff Profile.
To correct the claim, head to the Staff Profile > Edit / Settings > Settings and scroll down to the Teleplan section. You’ll want to correct the Teleplan Practitioner Number to the number assigned to the practitioner by Teleplan when they registered then Save.
If the practitioner needs to register for a Teleplan Practitioner Number, a Practitioner Registration form can be completed and faxed to Teleplan.
CP: PRACTITIONER STATUS INVALID FOR DATE OF SERVICE AND TYPE OF SUBMISSION.
This error is triggered when the practitioner’s MSP enrollment is incorrect in their Staff Profile.
To correct the claim, head to the Staff Profile > Edit / Settings > Settings and scroll down to the Teleplan section. You’ll want to ensure the correct status is selected using the MSP Enrolment drop down menu. Once updated, hit Save.
Allied health practitioners are most commonly Soft Opted Out. Soft Opted Out practitioners are reimbursed by MSP for the MSP portion of the fee. The patient then pays the practitioner any additional charges. However, if as a practitioner you collect payment in full directly from the patient, including the MSP fee, then MSP reimburses the patient directly, you would be considered Hard Opted Out. For an additional resource, our Teleplan Status - Opted In Versus Opted Out is helpful.
Check out the BC government’s Opting Out of MSP guide for further info on Teleplan statuses.
FX: THIS IS A RECIPROCAL CLAIM.
This error is triggered when the patient’s Personal Health Number (PHN) in their Patient Profile is for a different province than the address.
To correct the claim, head to the Patient Profile > Edit / Settings to ensure that the Province and Postal / Zip are set to match the Personal Health Number. Once the relevant fields are corrected, hit Save.
J1: (283) WORKSAFEBC REFUSED - REPORT SUBMISSION INCOMPLETE, REQUIRED INFORMATION MISSING, WORK LOCATION MISSING.
This error is triggered when the WSBC Chiropractic Form (8C Report) is missing the Employee Name, Employer Street Address, Employer City, and/or Employer Phone fields.
To correct the claim once it is moved to the Unsubmitted (Teleplan) folder, use the drop down arrow to the right of the claim to View Purchase. In the Purchase panel that pops up, under the Insurance Info section click Add Document to add a new WSBC Chiropractic Form or click the existing WSBC Chiro Report under Attached Insurance Documents / Forms to revise it.
SJ: (518) WORKSAFEBC THE SUPPORTING (PROOF) DOCUMENT WAS NOT RECEIVED, OR ITS SERVICE DATE DOES NOT MATCH THE SERVICE DATE FOR THIS ITEM. REFER TO YOUR CONTRACT.
This error is triggered when the Date of service on the report submitted to WSBC does not match the Invoice Date in Jane.
To correct the claim, you will need to call WSBC and confirm the date for the corresponding report that was sent for that block payment.
Once you have the date confirmed and the claim is in the Unsubmitted (Teleplan) folder, to update the Invoice Date in Jane you’ll want to use the drop down arrow to the right of the claim to View Invoice. In the Invoice panel that pops up, you can hit the Invoice Date to update it. Once you’ve made your change, click Save.
VG: FEE ITEM IS MISSING OR INVALID.
This error is triggered when an incorrect Billing Code is used on the claim.
To correct the claim once it is moved to the Unsubmitted (Teleplan) folder, use the drop down arrow to the right of the claim to View Purchase. In the Purchase panel that pops up, under the Insurance Info section use the drop down arrow to the right of the Billing Code to Remove Billing Code.
Now you can Add Billing Code… and Add diagnosis… in order to resubmit the claim.
If you’d like to make it easy to track down your frequently used Teleplan Billing Codes, our Favourite Teleplan Codes guide has some great tips.
VM: REFERRING PRACTITIONER NUMBER IS MISSING OR INVALID
This error is triggered when the Referring Practitioner # in the Insurance Policy is missing or incorrect.
To correct the claim, head to the Patient Profile > Billing > Insurance Policies to View the MSP policy.
You can then Edit the policy to update the Referring Practitioner # and Save.
VN: DIAGNOSTIC CODE MISSING OR INVALID.
This error is triggered when an incorrect Diagnosis Code is used on the claim. The code is either not a Teleplan code or it is a “broken” Teleplan code.
All Teleplan claims must use a Diagnosis Code directly from the Teleplan code set. ICD9 codes and other code sets are not accepted by Teleplan. For additional information on Teleplan codes, including the important distinction between Teleplan codes and ICD9 codes, check out our Teleplan Diagnostic Codes (Area of Treatment) guide.
The Teleplan code set also includes some “broken” codes which will cause errors if used. These “broken” codes are not super obvious to spot but you will always be able to identify one by the placing of the dash, “-”, within the code (ie. a regular code will be formatted as #1234 - CODE DESCRIPTION whereas as “broken” code will be formatted as #1234 C - ODE DESCRIPTION).
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To correct the claim once it is moved to the Unsubmitted (Teleplan) folder, use the drop down arrow to the right of the claim to View Purchase. In the Purchase panel that pops up, under the Insurance Info section hit the X to the right of the Diagnosis Code to remove it and then add the correct code.
For additional information on Diagnosis Codes, including the important distinction between Teleplan codes and ICD9 codes, check out our Teleplan Diagnostic Codes (Area of Treatment) guide.
W1: POSTAL CODE MISSING OR FORMAT INVALID.
This error code is triggered when the Postal / Zip in the Staff Profile is missing or entered incorrectly.
To correct this claim, head to the Staff Profile > Edit / Settings to enter the practitioner’s postal code in the Postal / Zip. The format of the postal code should follow a letter, number, letter, number, letter, number sequence (ie. A1A 2B2).
We suggest popping into the Patient Profile > Edit / Settings to ensure their Postal / Zip is entered correctly as well to prevent future rejections.
W2: DATA CENTRE AND PAYEE NUMBER COMBINATION NOT ON FILE.
This error is triggered when the practitioner has a Teleplan Payee Number entered in their Staff Profile but they are not set up with the clinic’s Data Centre or if there is a Teleplan Payee Number entered in the Staff Profile when there should not be. A Teleplan Payee Number should only be entered in a practitioner’s Staff Profile if they are being directly paid by Teleplan instead of the clinic.
You will want to begin by reaching out to Teleplan to confirm what the current status is for the practitioner and what steps should be taken to correct things.
Teleplan can be reached by calling:
604 456-6950 if you’re in Vancouver or 1-866-456-6950 for all other regions of British Columbia.
Once connected press:
The number “3” for Teleplan then the number “2” for Teleplan.
After speaking with Teleplan, once everything is sorted you can resubmit the claim after moving it back to the Unsubmitted (Teleplan) folder.
WF: FEE ITEM BILLED AND DOCTOR’S SPECIALTY/PRACTITIONER NUMBER DO NOT CORRESPOND.
This error is triggered when the Billing Code used for the claim is not eligible to be used by the practitioner, likely because it does not match the practitioner’s discipline.
To correct the claim once it is moved to the Unsubmitted (Teleplan) folder, use the drop down arrow to the right of the claim to View Purchase. In the Purchase panel that pops up, under the Insurance Info section use the drop down arrow to the right of the Billing Code to Remove Billing Code.
Now you can Add Billing Code… and Add diagnosis… in order to resubmit the claim.
If you’d like to make it easy to track down your frequently used Teleplan Billing Codes, our Favourite Teleplan Codes guide has some great tips.
X9: RCP ADDRESS MISSING OR NOT SHOWING IN LINE ONE.
This error code is typically triggered when the Patient Profile has missing information, such as their First Name, Last Name, Birth Date, Personal Health Number, and full address (Street Address including unit number if applicable, City, Province, Country, and Postal / Zip).
To correct this claim, head to the Patient Profile > Edit / Settings to add any missing information.
This error code may also occur if the practitioner’s Staff Profile or the clinic’s Location’s address has missing information so we recommend ensuring these areas are up to date as well. Just a reminder the Staff Profile can be edited by heading into Staff to pull up the Staff Profile > Edit / Settings and the clinic location can be edited by a Full Access user in Settings > Locations > Edit.
YY: PRE-EDIT SYSTEM REFUSAL. SEE SECOND EXPLANATORY CODE(S).
This error code is followed by additional error codes to specify why a pre-edit system refusal was triggered. Refer to additional error codes for info on how to correct this claim.
ZJ: PHN EQUALS ZERO AND PROVINCE CODE EQUALS ZERO OR BLANKS.
This error code is triggered when the Personal Health Number and/or Province is missing in the Patient Profile.
To correct the claim, head to the Patient Profile > Edit / Settings to add the Province and/or the Personal Health Number. Once the relevant fields are added, hit Save.
That wraps up our guide on common Teleplan rejection codes but if you’ve run into one that is not on our list, or just need a helping hand, please feel free to contact us.
Happy billing and here’s to successful resubmissions! 🤞