--- title: Handling a crossover claim (when the primary forwards it on) description: Some primary payers forward a claim straight to the secondary payer (a crossover). Learn how to spot it in Pabau and record it so you don't submit the secondary twice. --- [Skip to content](https://support.pabau.com/en/pabau2/handling-a-crossover-claim#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Insurance Billing](https://support.pabau.com/en/pabau2/insurance-billing?hsLang=en) 3. [Insurance Billing (US)](https://support.pabau.com/en/pabau2/insurance-billing?hsLang=en#insurance-billing-us) # Handling a crossover claim (when the primary forwards it on) Some primary payers — Medicare especially — don't just pay their share, they **forward the claim on to the secondary payer for you**. This is called a crossover. When it happens, submitting your own secondary claim would send the payer a duplicate. Pabau reads the crossover signal off the primary's remittance and tells you the claim was forwarded, so you can record it as handled instead of billing it again. **NOTE:** *The insurance billing module is available for practices in the United States and works with your connected Claim.MD account.* ### How you'll know a claim crossed over When the primary payer's electronic remittance (ERA) says the claim was processed and forwarded to the next payer, Pabau keeps the claim on **Paid** but marks it as forwarded. On the claim, the settlement bar tells you the primary forwarded it to the secondary payer, and — instead of the usual *Create secondary claim* button — it offers **Record as forwarded**. ![A crossover claim showing Record as forwarded in place of Create secondary claim](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/claimmd-crossover-record-forwarded.png) **IMPORTANT:** *Don't submit a secondary claim on a crossover. The primary already sent it on; a second submission from you is a duplicate the payer has to sort out. Use **Record as forwarded** instead.* ### Recording the crossover - Open the paid claim. If the primary forwarded it, you'll see the crossover note and the **Record as forwarded** button. - Click **Record as forwarded**. Pabau marks the secondary as submitted-by-crossover and notes which carrier it went to. Nothing is uploaded to the clearinghouse — the primary already handled that. - The claim now reads as handled: its secondary shows as submitted on the settlement bar, so it won't sit in your **Secondary due** worklist as if it still needs billing. ### What if the secondary doesn't pay? A crossover is the primary's promise to forward the claim, not a guarantee the secondary pays. Give it the payer's normal turnaround. 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