Symptom/Error
When you change the primary insurance company while creating a full VOB (for example, changing from Blue Cross Blue Shield of Illinois to Anthem BCBS of Virginia):
The primary insurance company name updates successfully in the patient's insurance policy table
The payer code retains the old value and doesn't update immediately
When the patient is sent to Kipu, the mismatched payer code transfers incorrect insurance information
Refreshing the page doesn't force the payer code to update
Cause
This issue was caused by a workflow logic problem in the VOB module. The workflow that updates insurance details wasn't properly synchronizing the payer code when the primary insurance company was changed during VOB submission.
Solution
This issue has been resolved by our development team through a system update. The payer code now updates immediately when the primary insurance company is changed during full VOB submission.
To verify the fix is working:
Submit an instant VOB with a specific insurance provider
Create a new full VOB for the same patient
Change the Primary Insurance Company to a different provider
Fill out the remaining mandatory fields and save the full VOB
Navigate to the patient's insurance policy table
Confirm that both the primary insurance company name and payer code have updated correctly
When to Contact Support
If you continue to experience payer code update issues after changing primary insurance during VOB submission, please contact support with:
The patient's intake opportunity link
Screenshots showing the insurance policy table before and after the change
Details about which insurance companies were involved in the change
Related Resources
VOB submission documentation
EMR integration guides
Insurance policy management articles