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Dentrix Ledger: Expected From Insurance Shows an Amount (Should Be 0) Even Though All Claims Are Paid

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In Dentrix, a patient account may still show an amount Expected From Insurance in the Ledger even when all insurance claims appear paid and none are outstanding. The patient may also not appear on the Insurance Aging Report, but the Ledger continues to show an insurance expected amount. Use the steps below to locate any missing secondary claims, remaining amounts due in history, or month-end processing issues that can keep the expected amount from clearing.
This behavior can occur when a secondary claim was not created, when Ledger Plus History still shows an amount due on a primary or secondary claim for someone in the family, or when month-end processing (such as closing the months) is not current—any of which can prevent Expected From Insurance from clearing to 0.
  1. Open Office Manager and run the Secondary Claims Not Created Report by selecting Reports > Ledger > Secondary Insurance > Claims Not Created.
  2. Set the report date range far enough back to include older claims for the account.
    • Run the report for the specific account (instead of all accounts) if you want to narrow results.
  3. Review the report results and identify any secondary claims that were not created.
  4. Create the missing secondary claims.
  5. Post zero payments for those secondary claims if nothing is expected from insurance.
  6. If an amount is still expected, submit the claim and wait for the insurance payment to be received and posted.
  7. Open Ledger Plus History and verify there is not an additional payment still due on a primary or secondary claim.
  8. Check all patients in the family, one-by-one, to ensure no related patient has a remaining amount due tied to the same insurance coverage.
  9. Verify that all secondary claims were created for each primary claim when the patient has secondary insurance.
  10. Confirm the office is current in closing the months.
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Dentrix Ledger: Expected From Insurance Shows an Amount (Should Be 0) Even Though All Claims Are Paid
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