FAQs for ClaimConnect

Do I need any special software to submit with ClaimConnect?

ClaimConnect is compatible with almost any practice management system. All you need is an Internet connection and a Browser. It supports major Internet Browsers including Edge, Safari, FireFox, and Chrome as long as they support the latest security standards. If you're reading this screen, you probably have everything you need to submit claims with ClaimConnect.

What is the minimal system requirement to use ClaimConnect?

DentalXChange's minimum system recommendations are:

• Processor (CPU): 2 GHz or faster
• Memory (RAM): 4 GB minimum, 8 GB preferred
• Hard Drive Size: 500 GB storage
• Adobe Reader version 8.0 or later
• Latest version of JAVA
• Broadband Internet Connection

Operating Systems

• Windows 10
• Windows Server 2012
• Mac OS X 10.12 (Sierra) and above

Browsers Supported: Current versions of Microsoft Edge, Apple Safari, Google Chrome, and Mozilla Firefox

When can I send electronic claims?

Electronic claims can be sent 24 hours a day, seven days a week. ClaimConnect is a real-time environment that validates and processes claims as they are submitted. Our system exchanges claims and related transactions with payer systems and updates the status of your claims as the information arrives.

Can I still submit an electronic claims if the insurance company is not found on the payer list?

Yes. You can submit any dental claim with ClaimConnect. If a particular carrier does not accept claims electronically, we simply print them to paper and mail them for you.

Now that I send my claims electronically, does that mean I do not have to follow up with insurance companies?

We recommend that you follow up with insurance companies on any outstanding claims that have been submitted but not settled after 30-45 days. Many payers now offer automated claim status responses available in ClaimConnect.

What if I accidentally submit an electronic claim twice?

ClaimConnect monitors your account to prevent duplicate claim submissions. A duplicate claim received within ten days will be rejected and the status set to Duplicate at no charge. Duplicate claims submitted after ten days will be submitted to the insurance company, and you will be charged for processing both claims.

What if an insurance company says they never received my claim?

Verify the claim information (name, SSN, date of birth, group ID, etc.) with the insurance company. If the correct information was submitted and the claim was submitted through ClaimConnect, contact Client Services. ClaimConnect will research the claim with you to determine the status.

Can I send claims electronically that might require x-rays or other attachments?

Yes, ClaimConnect has an integrated attachment solution, AttachmentConnect. Electronically attach all documentation required by a payer to adjudicate a claim and submit together. Our attachment service alerts you to which claims require documentation on a payer-by-payer basis and requires no additional, third party software. Having one service to send claims and attachments will lead to cleaner claims and faster turnaround.

Do I need to notify ClaimConnect if I add a new dentist to my practice?

New providers are added as you submit claims. You will have the opportunity to review the new provider information prior to releasing the claim for submission. It is important to credential any new provider with the insurance companies before submitting claims for that provider. To add a new provider before submission, simply go to the ClaimConnect main menu and follow the selections to modify your account.

Do I need to notify ClaimConnect if I have a new address, telephone number, tax identification number etc.?

Yes. Whenever any changes take place in your practice information, be sure to update your account information in the ClaimConnect system. This way we can insure that the most current information is sent to the insurance company. It is important to also communicate these changes directly to each insurance company as well.

Why do I have to change my password so often?

Dentalxchange takes your security and PHI seriously. To be HIPAA compliant, DentalXChange aligns with established guidelines for periodically changing passwords to help ensure the security of your Electronic Medical Records and your client's Protected Health Information. To accomplish this goal, we require all clients to change passwords every 90 days.

Do I need to register my NPI numbers with ClaimConnect?

Yes. If you are billing under a business name then you need a NPI number for the business and an individual number for treating providers.