Add or correct a client's insurance

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Before you start

Match the plan on your client’s insurance card to the Insurance plan table before discussing the available out-of-network billing and reimbursement options. A shared insurer name is not enough to confirm a particular plan. If the plan is not listed or needs review, see what to do when a plan is missing. A plan listing is not a benefit check or a guarantee of a claim outcome.

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What your practice can check or edit

Clinicians, staff, practice administrators, and team owners with the relevant client and insurance permissions can open Clinician Portal → Clients → select the client → Insurance to review their insurance details and benefits. Use Edit Insurance Plan there to correct the patient’s name, date of birth, insurer, member ID, or primary policyholder details. Editing requires an active connection and permission to change insurance. If the edit is unavailable to your account, ask an authorized practice team member to make it. Confirm the information with the client and their card before saving. Enter the Member ID’s letters and numbers without any printed spaces or punctuation. The client and the primary policyholder may be different people; do not replace the client’s name and date of birth with the policyholder’s details. Editing insurance information is separate from verifying benefits or meeting the other requirements for out-of-network billing. For a minor or dependent, keep the care recipient’s account identity separate from the subscriber’s. Follow minor and dependent setup if a parent or guardian is helping.

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What your client sees in Insurance plan

Your client can review or edit their own plan under Client Portal → Settings → Insurance plan. When the Claims page asks them to link insurance, Link your health plan takes them to these settings. The client can select Edit Insurance Plan to open the Insurance Information form, then Save their changes. The form separates Subscriber Details from Policy Details. It asks for the client’s first name, last name, date of birth, and relationship to the subscriber; the primary holder’s first name, last name, and date of birth when relevant; and the insurance provider and member ID. If the client is the primary policyholder, they can choose Me for the relationship. Otherwise, they should choose the applicable relationship and enter the policyholder’s details separately. Ask the client to enter names as they appear on the insurance card and review the separate first- and last-name fields before saving. These fields accept letters, including accented letters, spaces, hyphens, and apostrophes; numbers and other punctuation cause a format error. If the form rejects a name or previously saved policyholder details look wrong, check the exact fields with the client before retrying. The Insurance Company field is searchable. For a Blue Cross Blue Shield card, ask the client to search the brand printed on the card, such as Anthem or Regence. If a parent payer appears with an Includes match, have them check the match and plan details before selecting it. A familiar insurer or brand name alone does not establish that the specific plan is supported. The Insurance plan page shows saved details and available benefit and reimbursement information. If the page or edit form cannot load, the client should use the available retry control or contact Support through their account. They can also tell you what went wrong so your practice can help route the question.

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After the information is saved

Your practice can use Recheck benefits from the client’s Insurance tab. The client can use Recheck Benefits on their Insurance plan page. If a Benefits Checker result shows a temporary error and offers Try Again, use that control on the result screen first. A failed or incomplete automated check is not a coverage denial. If retries keep failing or the result lacks usable information, use the available manual benefit-check action from the client’s Insurance tab. When benefit details show as unknown, Contact Support there opens the manual-check form; if that form is not working, contact Support through your practice account. See Checking client benefits for practice steps and What is a benefit check? for what a check can and cannot establish. For a newly linked client and plan, OON Billing remains unavailable and Thrizer cannot submit a claim for that plan until an automated or manual check establishes a usable result. Self-Pay remains available without an insurance claim. An inconclusive recheck alone does not invalidate benefits that were previously verified. Linking insurance alone does not submit a claim. For an eligible OON Billing session, a successfully processed clinician charge triggers Thrizer’s claim workflow, subject to the date-of-service and other claim requirements. The insurer determines the final result.

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If your client is trying to add a clinician

Insurance setup does not add a clinician connection. Your practice sends the invitation; the client can then review it under Client Portal → Clinicians. Use Clinician connections for invitation and connection steps.

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What you can share with your client

Use this when the client needs to review or supply insurance details in their portal. Make supported practice-side corrections yourself when appropriate.

Please check the insurance details in Settings → Insurance plan in your payment portal. Match the insurer and policyholder information to your card. Enter the Member ID’s letters and numbers without spaces, hyphens, or other punctuation printed on the card. If the plan is under someone else’s name, enter your own details and the policyholder’s details in the separate fields. Let me know if the form or benefit check isn’t working so I can check it from our account and help.

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