Claim Services Frequently Asked Questions


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 Internet Explorer, 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 via ClaimConnect.

What is the minimum system requirement to use ClaimConnect?

DentalXChange's minimum system recommendations are:

  • Microsoft Windows
    • Processor (CPU): 2 GHz or faster
    • Memory (RAM): 4 GB minimum, 8 GB preferred
    • Hard Drive Size: 500 GB storage
    • Monitor: 19" or greater LCD monitor, capable of resolutions of 1280x1024 and better
    • Software: Adobe Reader version 8.0 or later
      Latest version of JAVA
    • Broadband Internet Connection
    • Microsoft Window's Operating System:
      • Windows 10
      • Windows 8.1
      • Windows 7
      • Windows Server 2008 (R2) with Service Pack 1
      • Windows Server 2012 and 2012 (R2)
      • Windows Server 2016
    • Browsers Supported:
      • Microsoft Internet Explorer 10 and 11
      • Microsoft Edge 13 and above
      • Google Chrome 40 and above
      • Mozilla Firefox 35 and above
  • Apple Macintosh
    • Mac OS X 10.12 (Sierra) and above
    • Browsers Supported:
      • Google Chrome 40 and above
      • Mozilla Firefox 57 and above
      • Apple Safari 8 and above

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.

How much does ClaimConnect cost?

Industry studies show that each paper claim you prepare manually costs somewhere between $1.50 and $5.00. All Connect products are backed by a 100% low price guarantee though prices may vary. Call for accurate pricing.

Whom do I call if I'm having problems or have questions or concerns?

If you cannot find the answer to your question here, feel free to contact our friendly and knowledgeable support staff at 800.576.6412.

Do I need to re-enter patient, insured and provider information each time?

We store and maintain your patient and provider information in our highly secure state-of-the-art servers. You can retrieve your patients either by their chart numbers or names.

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

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

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

New providers are seamlessly 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 extremely important however to register a new doctor with the insurance companies as some require the registration of their NPI number before submitting electronic claims for that provider. To add a new doctor 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 modify your account information in the ClaimConnect system. This is the only way we can insure that the most current information is sent to the insurance company. It is also your responsibility to also communicate these changes directly to each insurance company as well.

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 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 Customer Service. If the claim was:

Electronic - ClaimConnect will research the claim to determine the status. This procedure usually takes one to three days depending upon how quickly the payer responds.

Paper - ClaimConnect will verify the insurance company's mailing address with you and resubmit the claim for you.

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.

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

Yes. ClaimConnect has an integrated attachment service that will electronically attach all documentation required by a Payer to adjudicate a claim. 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 fewer errors and expedites reimbursements.

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 the treating providers.

Why do I have to change my password so often?

To be HIPAA compliant, DentalXChange is required to establish 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.