REJECTED AT CLEARINGHOUSE SUBSCRIBER PRIMARY ID# MUST BE BETWEEN 9 AND 11 CHARACTERS.

The primary ID that you have entered in the insurance card is an invalid format for this payer.  This type of error can have many different causes.  Here are a few to check.

• Are you submitting to the right insurance company?  If you send a claim to the wrong insurance company, then they would not be able to recognize the primary ID.
• Did you mistype the primary ID into Therabill?  Double check that you have entered the primary ID in the correct format.
• Some insurance companies will have codes at the end of their primary ID's (the code is often preceded by a space or a dash).  For some insurance companies, you need to enter that code, for  others you do not.  It can be quite confusing.

How to fix

If you are submitting to the correct insurance company, then you need to change the primary ID in Therabill.  You do this from the edit insurance card form.  The edit insurance card form can be reached from the edit client form.  However, if you are on the claim error page in Therabill, you can get to the edit insurance card form by clicking the edit icon next to the insurance card on the right hand side of the claim error page.  Once you have edited the card, you can click the Resubmit Electronically button at the top of the claim error page.

If you are submitting to the wrong insurance company, then you need to change the insurance company associated with the insurance card in Therabill.  You do this from the edit insurance card form.  The edit insurance card form can be reached from the edit client form.  However, if you are on the claim error page in Therabill, you can get to the edit insurance card form by clicking the edit icon next to the insurance card on the right hand side of the claim error page.  On the edit insurance card form, change the insurance company in the Ins Company text box.  Remember to save your changes.  Back at the claim error page, click the Resubmit Electronically button at the top of the claim error page and then from the options that appear, choose to send it to the insurance card associated with the new insurance company.