The most common error associated with insurance submission is the “eligibility check failed” error. If you are encountering an "eligibility check failed" error when submitting your insurance information, it is most likely due to:
- An oversight or error in the demographic information submitted during the eligibility process
- Submitting an incorrect policy name or number
Demographic information error
Client demographics include important details such as your name, date of birth, address, and insurance information.
If you have confirmed that your demographic information is correct and are still experiencing the error, it is possible that Cerebral's insurance vendor is unable to perform an eligibility check with your insurance provider. In such cases, instead of resubmitting your insurance information, please email email@example.com with attached photos of the front and back of your insurance card. Our team will assess your eligibility status and work towards resolving the request promptly. Alternatively, you can contact your insurance provider's member benefits line and inquire about coverage for services with Cerebral.
Policy name or number error
To correct the policy name, make sure to resubmit your insurance information using the complete policy name as listed on your insurance card. For example, if you have Blue Cross and Blue Shield of Texas but initially selected BCBS of Texas, please choose the former option instead of the latter.
Regarding Subscriber/Member IDs, your health insurance policy number is typically your member ID number. This number can usually be found on your health insurance card. It's important to enter the policy number exactly as it appears on your insurance card, including any letters, with no spaces.
If you are an active client with any further questions or concerns, we encourage you to send us a message directly from your client account. Our dedicated team is here to address any additional inquiries you may have.
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