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How to Verify Insurance (COI)

Internal TrainingInternal Processes

How to Verify Insurance (COI)

Therapists, physical therapists, nurses, and mental health professionals who must carry insurance in order to remain active in the Zeel network. The Certificates of Insurance all vary slightly, but what you need to know remains the same for any type.

Familiarize yourself with the key indicators and terms that are highlighted in purple on the sample COIs. Click here for COI samples: https://drive.google.com/drive/u/0/folders/1U6lA-eI9gUgt0oZQ4fSQrk-Zza0siBvW)

Provider Bids with Expired Insurance

If you see a provider bid on an appointment but their insurance is expired, you can send them the following Kustomer shortcut: T&S_COI-Step-1

  • “Hello NAME, we see you placed a bid for CUSTOMER INITIALS. Have you submitted your insurance to our authentication partner via the app?”

    • If YES - send Kustomer Shortcut “T&S_COI-Already-Sent”

      • Great. If you send your COI to help@zeel.com, we can review your information in the meantime.”

    • If NO - send Kustomer Shortcut “T&S_COI-Did-Not-Submit”

      • Please update your insurance via the app and also send a copy of your COI to help@zeel.com so we can review your information in the meantime.“

If Document is Not Legible

If NOT LEGIBLE: 

  • Use Kustomer shortcut: T&S_COI-Unclear

    • Hello NAME, your Certificate of Insurance document is not fully legible. Please re-scan.” 

If Document is Legible

If legible, complete the 4 COI checks listed below

  1. The policy holder name on the COI matches the name on the provider account. 

  • IF DOESN’T MATCH: 

    • Use Kustomer shortcut: T&S_COI-No-Name-Match

      • Hello NAME, please update your COI to match your current legal name as listed on your government-issued identification card. Please contact your insurance provider and resend the COI once the document has been amended.  Thank you.

  • If LLC as the policy holder

    • Please use the Kustomer shortcut: T&S_COI-LLC-Question 

      • “Hello NAME, please confirm your LLC status is active, current and registered only to you for the COI documentation. 

        • If they answer YES- continue. 

        • If they answer NO- tag TS.

  1. Policy number is included and not blank

  • IF NO POLICY NUMBER:

    • Use Kustomer shortcut: T&S_COI-No-Policy-Number

      • Hello NAME, we noticed your COI does not include a policy number. Please contact your insurance provider and resend the COI once the document has been amended. Thank you.

  1. Confirm the coverage limits meet Zeel's minimum requirements: At least $1 million per occurrence and $3 million aggregate coverage for MTs. More coverage than the $1/$3 is fine—you just never want the amount to be under the approved amount.

  • IF MINIMUM NOT MET:

    • Use Kustomer shortcut: T&S_COI-Minimum-Not-Met

      • Hello NAME, please update your COI to match our minimum professional liability requirements of $1 million per occurrence and $ 3million aggregate. Please contact your insurance provider and resend the COI once the policy has been amended.  Thank you.

  1. Confirm the policy dates are current and active. 

  • IF EXPIRED:

    • Use Kustomer shortcut: T&S_COI-Expired

      • Hello NAME, the COI you sent in is expired. Do you have an updated COI you can send in? Thank you.