Symptom/Error
Your Verification of Benefits (VOB) is showing as inactive in iVerify, even though the same insurance appears as active in VerifyTX or other verification systems.
Common signs include:
VOB verification fails or returns "inactive" status in iVerify
The same insurance policy shows as active in VerifyTX
Patient believes their insurance is current and valid
Recent successful claims or verification with the same insurance
Cause
This discrepancy occurs when the insurance policy number has expired and a new policy number has been assigned to the subscriber. The old policy number that's stored in your system is no longer valid, but the subscriber still has active coverage under a new policy number.
Insurance companies periodically update policy numbers for various reasons, including plan renewals, plan changes, or administrative updates.
Solution
To resolve this issue, you need to obtain and use the current policy number:
Contact your clearinghouse to verify the current policy number for the subscriber
Update the patient's insurance information in your system with the new policy number
Rerun the VOB verification using the updated policy number
Verify the results show as active in iVerify
⚠️ Important: Always use the most current policy number provided by your clearinghouse to ensure accurate verification results.
When to Contact Support
Contact Dazos Support if:
You continue to receive inactive status after updating to the new policy number
You need assistance contacting or working with your clearinghouse
Multiple patients are experiencing similar VOB verification discrepancies
You receive error messages when attempting to update insurance information