FAQ
Q: Why is the original insurance policy being removed when I update the Payor Name or Member ID on the patient profile?
A: This behavior is expected.
The Primary Insurance Provider and Member ID fields on the patient profile are designed to always reflect the patient’s current primary insurance policy.
When these fields are edited, the system updates the existing insurance policy record in the Insurance Table Related Module.
Because these fields act as the single source of truth for the active primary policy, the previous policy is replaced and made the new primary insurance field rather than saved as a secondary policy.
Q: Can the system automatically create a new insurance policy when these fields change?
A: No.
Editing the Payor Name or Member ID on the main profile will always update the existing policy record.
This is intentional and part of the original CRM design.
Q: How do I add a new or secondary insurance policy without replacing the current one?
A: Use the Insurance Policies Table on the Account.
Steps:
Go to the Insurance Policies related list.
Click Add.
Enter the details for the new or secondary policy.
This preserves:
The original (historical) policy
The newly added policy
Q: Why can’t I use the Primary Insurance Provider and Member ID fields to add a secondary policy?
A: Those fields are only meant to show and maintain the current primary policy, not additional policies. All new or secondary policies must be added through the Insurance Policies section using the Add button.
Pro Tips / Extra Help
If a patient needs multiple policies recorded (primary and secondary), always add additional policies through the Insurance Policies related list instead of editing the main profile fields.