Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!
You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.
There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.
This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.
Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.
If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.
You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.
You will receive this error if bad/unexpected data was sent in the request.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
You will receive this error if you have entered invalid data into a field in your TELUS eClaims connection settings.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
This error usually means that the date of birth is missing for the policyholder when the relationship to the insured has been set to anything other than “Self”. Although most insurers do not require the DOB for the insured member, this is a requirement some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.
We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.
We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.
Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!
You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.
There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.
This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.
Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.
If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.
You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.
You will receive this error if bad/unexpected data was sent in the request.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
You will receive this error if you have entered invalid data into a field in your TELUS eClaims connection settings.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
This error usually means that the date of birth is missing for the policyholder when the relationship to the insured has been set to anything other than “Self”. Although most insurers do not require the DOB for the insured member, this is a requirement some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.
We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.
We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.
Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!
You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.
There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.
This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.
Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.
If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.
You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.
You will receive this error if bad/unexpected data was sent in the request.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
You will receive this error if you have entered invalid data into a field in your TELUS eClaims connection settings.
To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.
This error usually means that the date of birth is missing for the policyholder when the relationship to the insured has been set to anything other than “Self”. Although most insurers do not require the DOB for the insured member, this is a requirement some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.
We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.
We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.
