My Claim is 'Not on File' with the Payer. What Do I Do Next?

When a payer says your claim is “not on file,” it can be frustrating — but it doesn’t necessarily mean the claim wasn’t submitted. This quick guide will help you verify the claim’s status, identify any issues, and take the right steps to get them resolved.

Note: Allow at least 5 business days after submission before checking the payer portal or completing a Claim Not on File form.  

Steps to Check the Status of a Claim in Service Center:

1. Log into Service Center.

2. From the left-hand navigation menu select Claims then Manage Claims.

3. Locate the claim by using the search or filter options.  

4. Review the Claim Status.

• Claim Status = Rejected

• Click the eye icon to open the claim.

• Review the rejection reason.

• Fix any issues, then click Send at the top of the page to resubmit the claim.

• Claim Status = Passed

• Click the eye icon to open the claim.

• Confirm the Payer Name and Payer ID are accurate.  

• Note: A mismatch in payer information is a common reason claims don’t appear on file.

• If they are accurate continue to complete a Claim Not on File form.  

Submit a Claim Not on File Research Request Form:

If the claim passed and the payer details are correct—but the payer still doesn’t have it—you can request help from Office Ally Support by completing a Claim Not on File Research Request form.

Find the form here: Claim Not on File Research Request

1. Open the form using the link above.

2. Fill it out completely, including all required fields (marked with a red asterisk).

3. Click Submit by Email (this will open a new message in your email client).

4. Download and attach the completed form to the email before sending.

5. Send the email to submit your request.

6. You’ll receive a confirmation email with a case number.

7. Please allow Office Ally 2-3 business days to review and complete your request.

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