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Tebra Help Center

Acknowledgement/Returned as unprocessable (BCBS/UHC/Aetna)


Rejection Message

Acknowledgement/Returned as unprocessable

Rejection Details

This rejection message and solution is specifically for claims billed to BCBS, United Healthcare (UHC), or Aetna.

The actual rejection in their system is: SUBSCRIBER AND SUBSCRIBER ID NOT FOUND

This rejection has three possible causes:

  1. The claim was submitted to the wrong payer ID.
  2. The patient’s demographics or insurance policy included on the claim was not eligible for the date of service billed.
  3. The patient is a newborn or recently added to the guarantor’s insurance policy.


Resolution steps will vary depending on the cause:

  1. If the claim is submitted to the wrong payer ID, verify and edit the payer ID.
  2. If the patient demographics or policy is incorrect, verify the patient's eligibility.
  3. If the patient is a newborn or recently added to the guarantor’s insurance policy, please contact the payer to verify the patient is active under the insured’s policy.

When all corrective actions are completed, rebill and resubmit all affected claims.

Tip: Most subscription levels include access to a free eligibility check feature which can be used with many payers to verify a patient has active coverage. Utilizing this feature prior to submitting claims for a patient can help prevent this type of rejection.