Tyro Health/Medipass troubleshooting

Rejected claims

For private health fund claims that are processed via Tyro Health, there can be two reasons for a rejected claim.

1. Your client rejected the claim: Usually, this occurs if a client accidentally clicks the 'Reject' button instead of 'Approve' in the SMS sent from Tyro Health. If this happens, refresh your invoice and send the claim again.
   
2. Health fund rejected the claim: This will be seen instantly when you click 'Continue to payment' in the Tyro Health pop-up. In this case, your client will need to contact their health fund. The reason for the rejection is not provided by the health fund to Tyro Health but usually results when there is no remaining benefit, the client is not covered for this service, or there is an issue with the client's account. 

No response received in My Appointments

If your client has approved the claim via SMS but the response has not been updated in My Appointments, it may be because of a lost connection. If this happens, there are 2 things you can do:

1. Close and re-enter the invoice page. You should now see the response. If not, proceed to the next step. 
   
2. Log in to your Tyro Health account and click the Invoices tab. Here, you will see a list of claims sent via Tyro Health and the status of the claim. If you see the status as completed, do not process the claim again. This means the claim has gone through, but has not been updated in My Appointments.  In this case, please contact us so that we can investigate. 

Date of service too old

Health funds only allow benefits to be paid via Tyro Health on the day of service. Claims cannot be back-dated or future-dated. In the event you were unable to process the claim on the day of service, you'll need to bill your client in full and provide them a receipt to manually claim the treatment via their health fund. 

Frequently asked questions 

Do I need to keep the Tyro Health pop-up open or closed when my client approves the claim?

You can do both. Most close the pop-up while waiting for the response to be received. 

What happens if I leave the invoice before my client approves the claim?

As long as your client approves the claim within the 15-minute allocated window, the response will still be received and updated in your invoice. 

Can I send the claim for my client to enter their health fund details, or do I need to add it?

You can send the claim straight to your client without entering their health fund details, however, when your client enters those details, they cannot be stored in My Appointments. That means when you go to process the claim next time, you'll either need the health fund details into My Appointments, the Tyro Health pop-up or send the claim for your client to add their details again. 

How much will it cost to process the claims?

Tyro Health do not charge a fee to process health fund claims. If the gap payment is made through My Appointments, it will cost from 1.5% plus 25c, according to your plan. If the gap is processed through Tyro Health, it will cost 1.7% plus 30c. 

When will I get paid?

If the rebate is processed through HICAPS and/or the gap is processed through Tyro Health, funds usually settle within 24 hours. If your gap payment was processed through My Appointments, your settlement will be either daily or weekly, depending on what you selected when you completed your payment processing application.