If your electronic claim(s) are Rejected by ACC using their File Upload Applet (see below), carry out the steps below to troubleshoot and identify the issue(s):

Locate the response file

1. Navigate to the ACC mapped drive, normally W: and then to the following folder:
   
   W:\ACCSend\eform\failed
   
   
2. Sort the files by Date modified to locate the most recent files.
   
   
   
   
3. Open the .response file.
   
   
4. Look through the file to locate the ,Error> segments.  There may be more than one.
   
   Some examples to the type of errors are below:
   
   
   
   
   
   
5. Take note of the various responses.  Then amend the underlying data in the database.
   
   
6. If necessary, you will need to open the XML file that failed to upload.  In the example above, this is the larger file, without the .response on the end.
   
   
7. Search for the relevant schedule lines that contain the error.  Ctrl + F will bring up find and you can then search for the text (example below):
   
   
   
   <schedule_line_number>14
   
   
8. This will identify the Claimant that there is an issue with.

Possible Error messages and potential solutions

There are numerous error messages, but some of the most common ones are as follows:

Accident date must be on or before today

An incorrect date of accident has been entered for one of the claimants.  Locate the appropriate line in the file that was rejected to identify the patient, i.e. <schedule_line_number>14.  

Correct the date of accident in the patients file (Patient - Claim).

Either service code, contract number or service date is invalid

Service Code

Check that you are using a valid ACC Service Item Code (Alias Code).   Only valid ACC Service Item Codes will be accepted for uploading.  A single incorrect entry will result in the whole schedule being rejected.

The Item # field in SPM is used to populate the Service Item Code in the ACC field.

In the XML file, this is preceded with:

<service_item_code>

Please refer to your ACC Contract for a full list of the Service Item Codes to check that you are using the correct code(s).

Solution:

1. Correct the service code in Incisive by editing the entry concerned via:

• • Setup - Financial - Charges - Invoice Items or;
  • Setup - Financial - Charges - Schedules - Third Party Schedule Claim Items.
  • Ensure the Item # field contains the ACC Service Item Code (example below for Moonboot).
    
    

2.  Recreate the XML file via Office - Schedules - Process - option 2 Original Schedule.

Contract number

If this error is repeated for each line of the claim, then it is most likely that the Contract number being used to submit the claim is incorrect.

Locate the file that was rejected and find the following segments in the message:

<vendor_acc_identifier>

<contract_acc_identifier>

Note the details used and check that these are correct against your contract (and for the date of the services you are claiming).

Solution:

1. Amend the contract details configured in Incisive by editing the relevant contact: 

• • Setup - Contacts - Invoice / Reports or;
  • Setup - Contacts - Third Party Schedules.
  • Ensure you have the correct Contract Number recorded for the service dates you are trying to claim.

2. Recreate the XML file via Office - Schedules - Process - option 2 Original Schedule.

Service Date

Your ACC Contracts are date dependent.  On the 1 July 2021 your ACC Clinical Services Contract number will have changed for services provided on or after 1 July. 

• • Check the date(s) of the services that you are claiming for.
  • Do not mix pre 1 July services with post 1 July services.
  • Check that you have entered a valid service date.

Once you have identified the issue(s) you will need to correct as follows:

Wrong Contract number used for services claimed:

Amend the contract details (see contract number above) and recreate the XML file (see above).

Once the newly created files are correctly uploaded, amend your contract details.

Schedule contains a mix of dates (pre and post 1 July):

You will need to recreate your schedule and split it in two.

1.Use the Resubmit option in Office - Schedules.

• • This will copy all entries on your current, failed schedule to a new schedule.
    
    Either:
  • Edit the new schedule and place relevant services on hold (i.e. post 1 July) and/or;
  • Delete the incorrect services and enter correctly.

2. Process the new schedule.

3. Credit all items off the original schedule.

4. If you placed items on hold, after processing these will be moved onto the next new schedule.