Symptom/Error
You may see null or blank values in the In-Network tab after running a benefits verification.
This may affect fields such as:
In-network deductible
In-network deductible remaining
In-network copay
In-network coinsurance
In-network out-of-pocket maximum
In-network out-of-pocket remaining
The payer was unable to electronically confirm whether the submitted provider or facility participates in the patient’s network.
This means the electronic payer response did not safely confirm the provider as in-network for the patient’s plan.
This does not always mean the patient has no coverage. It means the payer could not confirm the provider’s network participation through the electronic response.
⚠️ Warning: Null in-network values should not be treated as a guarantee that the patient has no in-network benefits. The payer may require manual confirmation.
Solution
Step 1: Review the verification result
Open the benefits verification and review the IN Network tab.
Confirm whether the INN values are showing as null or blank.
Step 2: Reach out to Support to check for a payer participation message
If the payer cannot confirm participation electronically, the verification may include a message similar to:
“We are unable to determine your participation status with this patient’s network. Services rendered by providers that are not part of the patient’s network are not covered.”
Step 3: Confirm whether a Live VOB is needed
If the payer cannot determine participation status electronically, a Live VOB is recommended.
A Live VOB allows the payer to manually confirm whether the provider is in-network and provide the applicable benefit details.
✅ Best Practice: Use a Live VOB when the payer response cannot confirm network participation and the verification needs to continue.
Step 4: Continue with Live VOB
If you need confirmed in-network benefit details, complete a Live VOB for the patient.
This helps confirm:
Whether the provider or facility is in-network
Whether services are covered
Applicable deductible, copay, coinsurance, and out-of-pocket details
Any limitations, exclusions, or authorization requirements
Escalation
Contact support if:
The payer response does not include a clear participation message.
You completed a Live VOB and the results do not match what appears in Dazos.
You believe the provider should be in-network but the verification still shows null values.
The verification appears incomplete or did not return payer details.
Related Resources
Live VOB Process
Benefits Verification Overview
Understanding In-Network Benefits
Understanding Payer Responses