General Questions

Why do I get an error message when I attempt to register?

The provider must provide their TIN at registration. We must have received and processed at least one medical bill that matches that TIN under the claim number also used in the registration process. If the provider attempts to register immediately after sending a medical bill the system will not be able to match the information.

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Once registered, why do I get an error message after entering the claims details?

The patient's first and last names must match exactly as entered into our claims system. Example of common scenarios are Joe-Joseph, Bill-William, etc.

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Why can't I view the bill I just sent you?

It will take on average 3-6 business days before the bill can be displayed on the portal.

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Can I see ALL bills submitted?

Not all. You will be able to see all bills pending review for payment. Once the payment is made, if that payment is made payable to the provider, the provider will be able to see the status. If the payment is not made payable to the provider, the provider will not see the status.

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Does the provider portal show whether there is coverage for medical/PIP/other benefits?

No, the provider portal will only show if the claim unit is open or closed. An open claim does not mean there is coverage. Equally, a closed claim does not mean there is not.

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How long does it take to get the PIN after completing the registration process?

In most cases it takes less than 30 minutes, however it could take up to 24 hours.

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What are the statuses of a bill that a provider can see?

The provider can view if the bill has been paid. If the medical bill is pending review for payment, the provider will see the status of pending review by a claims representative.

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If I am checking for status on multiple claims, do they have to log out and restart the search?

No, there is a section called "Search for additional claims". This allows the provider to enter another claim's information to view payment status without having to restart the process.

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