Who is this article for?
When you click Create claim, Colib checks the invoice, the client and the practitioner before sending anything to TELUS. If something is missing, the window lists the items to fix under Please fix the following items to create a claim for this invoice :. This article explains each message and where to fix it.
1Messages shown before sending
| Message (beginning) | How to fix it |
|---|---|
| The TELUS provider ID of the practitioner is missing / The licence number of the practitioner is missing | Practitioner's TELUS Health eClaims settings tab: fill in the TELUS provider ID or the License number. |
| The password of the practitioner is missing / The licensing body (professional order) of the practitioner is missing | Same tab: the practitioner enters the missing information and saves. |
| We could not connect to the Telus server using the credentials provided | The practitioner's TELUS username or password is wrong or has changed: update it in the practitioner's tab. |
| The address of the clinic is missing | Settings > General: fill in the clinic address. |
| The client's date of birth / gender / first name / last name is missing | Client record: fill in the general information. |
| The client's contract number / coverage identifier is missing | Client record, TELUS Health eClaims section: fill in the contract reference and the member ID. |
| The client's coverage identifier (policy ID.member ID) must not exceed 25 characters, dot included | Shorten the member ID as written on the client's insurance card (policy ID, dot, member ID). |
| The client's relationship to the assured member has not been provided / The assured member's … is missing | Client record: choose the relationship and, for a dependant, fill in the identity of the assured member. |
| The item '…' is missing a Telus type of service | Settings > Appointments: choose the TELUS type of service of the appointment type. |
| The type of appointment '…' cannot be used for … because of the type of service defined for it | The service is not allowed for the role of the practitioner: choose another type of service or use another appointment type. |
| The type of appointment '…' is missing a duration / a price | Settings > Appointments: fill in the duration and the price. |
| The item '…' could not be found in the types of appointment / products… | The invoice line was renamed or its price changed: give it back the name and price of the appointment type or product. |
| The type of product '…' is missing a Telus type of product / cannot be used for … | Settings > Inventory: choose the TELUS type of the product, or remove the product from the invoice. |
| The number of items in the invoice must match the number of appointments attached to the invoice | The quantity of the appointment lines must equal the number of appointments linked to the invoice. |
| A claim cannot contain more than 31 lines | Split the invoice in several invoices. |
| One of the appointments is too old to be submitted electronically (limit of … days for this insurer) | The insurer's deadline is past: submit the claim manually on the TELUS platform. |
| The invoice's currency must be CAD | Claims are sent in Canadian dollars only. |
| A claim already exists for this invoice | The invoice already has an active claim (Created, Refused by the insurer or Pending): cancel it the same day if it is a mistake, or follow it in the dashboard. |
2Messages returned by TELUS or the insurer
| Message (beginning) | What to do |
|---|---|
| TELUS does not recognize the practitioner's license number | Check, in the practitioner's tab, the license number, the TELUS provider ID and the licensing body (professional order). |
| TELUS could not validate the practitioner's identification | Check the practitioner's TELUS Health eClaims tab. |
| One of the service or product codes is not allowed for the practitioner's role | Review the TELUS type of service of the appointment types and products of the invoice. |
| The insurer cannot process this claim electronically (deadline exceeded or plan not eligible) | Submit the claim manually on the TELUS platform. |
| The insurance company could not be reached through TELUS Health eClaims | Check the client's insurance company, or try again later. |
| The insurer reported the following issue(s): | Correct the information mentioned by the insurer, then submit the claim again. |
| The TELUS platform did not respond in time (timeout) | Colib already sent the request again automatically. Try again later. |
| TELUS rejected the request because of a software configuration issue | Contact Colib support. |
After a fix: close the window, then click Create claim again. A claim in Error does not block a new submission.
Related articles
- Please see the article titled "How to set up TELUS Health eClaims for practitioners, clients, appointment types and products".
- Please see the article titled "How to submit a claim through TELUS Health eClaims".
- Please see the article titled "Which insurers and professions are supported by TELUS Health eClaims?".
- Please see the article titled "TELUS Health eClaims: frequently asked questions".
Still have a question?
Write to us at support@colib.io, we will be happy to help.
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