The most common error associated with insurance submission is the “eligibility check failed” error. This may be a result of an oversight when entering demographic information throughout the eligibility process. Patient demographics include identifying information such as name, date of birth, address, and insurance information.

For example, if you submit any of these items incorrectly, you will likely receive the "eligibility check failed" error. But, most commonly this error arises from submitting an incorrect policy name.

If you are out of network or do not know if you are out of network, please check the Out-Of-Network Insurance Carriers section below, before trying to self troubleshoot.

Policy Name

The two most common ways to correct this are to resubmit your insurance information using the entire policy name. For instance, if you have Blue Cross and Blue Shield of Texas and initially selected BCBS of Texas, try instead to select the former option and not the latter. 

Subscriber/Member IDs

Your health insurance policy number is usually your member ID number. This number is typically located on your health insurance card, so it is easily accessible. There may be multiple numbers listed on your insurance card. Please see the guide below to ensure the policy number entered matches the insurance details required to verify your coverage.

When entering your policy number, please include any letters with no spaces as it appears on your insurance card.

Medication Insurance

Regardless of your network status, your health insurance plan may include pharmacy benefits. For pharmacy-related eligibility inquiries, your RxBin number or your prescription drug card is necessary to verify coverage. Please enter the required information exactly as it appears on your health insurance or prescription drug card.

Out-Of-Network Insurance Carriers

If you are out of network or your insurance is not specifically listed on our in-network provider list (see our list of in-network insurance here), we may need to verify your insurance eligibility manually due to server communication restrictions. If you fall into this category, instead of trying to resubmit your insurance information, please follow the instructions below.

Still Having Trouble? 

If after referencing the resources above you continue to receive an error message when attempting to check eligibility, please reach out to insurance-support@cerebral.com with a photo of the front and back of your insurance card attached. The insurance team will determine eligibility status and ensure the request is resolved in a timely manner.