If a private health claim is declined several times in a row, the health fund blocks the client's card for 12 hours. This is a security measure set by the fund, and HaltH can't remove it. Most repeated declines come from a member number or name that doesn't match the fund's records.
Before you retry a declined claim
Check the details below first. Retrying with the same details counts as another decline.
1. Check the member number
Compare the membership number in the checkout with the client's physical or digital card, digit by digit. Also check the card's patient (reference) number for the person being treated.
2. Check the name matches the card exactly
The cardholder's first and last name must match the card exactly, including spelling, hyphens and middle names. Nicknames or shortened names (for example "Kate" instead of "Katherine") are declined. Bupa is especially strict about this.
3. Retry once
When you've corrected the details, submit the claim again. If it's still declined, stop and check the response code rather than trying again.
If the card is already blocked
Take the full payment from the client today. They can claim directly with their fund using their receipt.
Or wait 12 hours and try again with the corrected details. Keep in mind private health claims need to be made on the day of the appointment.
If the client thinks their details are correct, they should contact their fund to confirm what's on their membership.