Symptom/Error
You may see null or blank values in the Out-of-Network tab after running a benefits verification.
This may affect fields such as:
Out-of-network deductible
Out-of-network deductible remaining
Out-of-network copay
Out-of-network coinsurance
Out-of-network out-of-pocket maximum
Out-of-network out-of-pocket
The payer may have returned the out-of-network benefit as not covered or excluded.
When this happens, Dazos may not populate out-of-network deductible, copay, coinsurance, or out-of-pocket values because the payer did not return payable out-of-network benefit amounts.
This is common when the patient’s plan only covers services from participating or in-network providers.
⚠️ Warning: Null out-of-network values do not always mean the verification failed. They may mean the payer returned OON benefits as non-covered or excluded.
Solution
Step 1: Review the verification result
Open the benefits verification and review the Out-of-Network tab.
Confirm whether the OON values are showing as null or blank.
Step 2: Reach out to support to review the payer’s coverage message.
Support can verify the response and confirm that we are indeed receiving NULL Values from the Payers Clearing House, then search the Clearing House to ensure there are no OON Benefits.
Step 3: Understand why the OON values are null
If the payer says OON services are non-covered or excluded, there may be no payable OON benefit values to display.
This means fields such as OON deductible, OON copay, OON coinsurance, and OON out-of-pocket may remain null.
This does not necessarily mean the system failed. It means the payer response did not include payable OON benefit amounts for the service type.
Step 4: Continue with Live VOB if confirmation is needed
If you need to confirm the OON benefit directly with the payer, complete a Live VOB.
A Live VOB is recommended when:
You need manual confirmation of OON coverage
The payer response says OON is non-covered or excluded
The patient or plan information seems inconsistent
You need to confirm service-specific benefits before proceeding
✅ Best Practice: Use a Live VOB when OON coverage needs to be confirmed directly with the payer.
Escalation
Contact support if:
The payer response shows OON benefit values, but the Out-of-Network tab is still null.
You completed a Live VOB and the results do not match what appears in Dazos.
The payer response does not clearly say whether OON is covered or excluded.
The verification appears incomplete or did not return payer details.
You are unsure whether the plan has OON benefits.
Related Resources
Live VOB Process
Benefits Verification Overview
Understanding Out-of-Network Benefits
Understanding Payer Responses