2.39. Unable to Pull Insurance Benefits

!PRO TIP If benefits are not returned, first verify all patient and insurance information before checking the payer portal.

1. Open the patients Insurance information and review all patient and insurance details entered in iTRUST.

2. Confirm the patients First Name, Last Name, Date of Birth, Member ID/VSP ID, subscriber information, and any required SSN information are correct.

3. Confirm the information entered in iTRUST matches exactly with the information on file with the insurance payer.

!IMPORTANT Incorrect or mismatched patient or insurance information can prevent benefits from being returned.

4. Attempt to pull the patients benefits again after confirming or correcting the information.

5. If all information is correct and benefits are still not returned, log directly into the applicable insurance payer portal.

6. Search for the patient directly in the payer portal using the same patient and insurance information.

7. Review and retrieve the patients eligibility and benefits directly from the payer portal.

!IMPORTANT If benefits are available in the payer portal using the same information but are not returned in iTRUST, contact iTRUST Support so the eligibility response can be reviewed.