The submitted claim is not on file with the insurance. This could be because:

1. Claim is not submitted from the software

2. Claim is submitted to an incorrect insurance

3. Claim is submitted but lost in transit (paper claims)

4. Claim is submitted but held in clearing house (electronic claims)

5. Claim is submitted to an incorrect address

Get the effective date and termination date 

Get the timely filing limit 

Get the claims mailing address

Get the fax # and attention to whom the claim needs to be faxed

Get the call ref #

Get the effective date and termination date

Get the timely filing limit for submitting the claim

Ask the rep about the document that is accepted as proof of timely filing

Get the mailing address of the claim

Get the fax #, Attn to whom the fax needs to be sent

Get the call ref#

Get the effective date and termination date

Check the billing summary to find if the insurance company has paid after the termination date

(if payment is found after the termination date - update the rep about the payments and Get the claims mailing address, fax #, Attn to whom the fax needs to be submitted. Get the call ref #)

If there is no payment, ask the rep if the patient has any other plan with the insurance. (If yes get the other insurance details)

(If no) get the call ref # and close the call.