--- title: How to Manage Insurance Case Details (New Client Card) description: "Learn how to manage insurance case details: record an authorisation code, set the services it covers, link appointments and attach documents." --- [Skip to content](https://support.pabau.com/en/pabau2/how-to-manage-insurance-case-details#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. [New Client Card](https://support.pabau.com/en/pabau2/new-client-card?hsLang=en) # How to Manage Insurance Case Details (New Client Card) ## An insurance case is a layer of authorisation sitting between a client's insurance policy and their appointments. The insurer issues an authorisation code covering a set number of sessions - the case records that code, caps how many sessions can be claimed against it, and tracks how many have been used. An insurance case records an insurer's authorisation for a course of treatment: the authorisation code, how many services it covers, and the appointments and documents that belong to it. You create a case on the client card, against the policy it bills, and then select it on the appointment when you book. **NOTE:** Before you start, the client needs an insurance policy on their card, and **Insurance Billing** needs to be switched on under [Setup → Business details](https://app.pabau.com/setup/business-details). See [How to Manage Insurance Policies in the Client Card](https://support.pabau.com/en/pabau2/how-to-manage-insurance-policies-in-the-client-card?hsLang=en). #### **Step 1: Open the Client Card** Start by [logging in to your Pabau account](https://app.pabau.com/). Use the search bar at the top of the page and type at least three letters of the client's name; Pabau filters the results as you type. Click the client to open their card. ![Searching for a client by name from the search bar](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-11-search.png) #### **Step 2: Open the Insurance Tab** In the panel on the left of the client card, click **Insurance**. The tab holds two groups: **Insurance Policies**, with the client's policies and a **New Policy** button, and **Case Details**, with the client's cases. When a client has cases with more than one insurer, Case Details groups them by insurer. 1. Click **Add Case** at the bottom of **Case Details**. 2. If the client has more than one policy, Pabau asks **Add case to which policy?**. Click the policy the authorisation belongs to. ![The Case Details section with Add Case marked and the gear beside the heading circled](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-12-case-details.png?v=2) *Add Case sits at the bottom of Case Details* ![The Add case to which policy? window listing two WPA policies, one marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-13-add-case-which-policy.png) *With several policies, pick the one the case bills* The gear beside the **Case Details** heading sets when cases are flagged as running low (see Step 5). **NOTE:** A case that isn't linked to an insurer is listed under **Unlinked**. Open it with **View** and click **Link policy** to attach it to one of the client's policies. #### **Step 3: Add a Case** The **Add a case** window opens, linked to the client's policy, or to the one you picked. The three counters across the top (**Sessions**, **Appointments** and **Files**) fill in as you build the case. 1. **Case title** - what the case is for, so your team recognises it at a glance. For example, *Post-surgical scar revision* or *Shoulder rehabilitation*. 2. **Auth code** - the authorisation code issued by the insurer, for example *AUTH8821*. 3. **Maximum number of services** - how many services the authorisation covers. This sets the ceiling for how many appointments you can link below. You can also fill in: - **Authorised amount** - the amount the insurer authorised, if it gave one. - **Services used outside Pabau** - services already used under this authorisation that aren't appointments in Pabau, for example sessions the client had elsewhere before coming to you. Don't count appointments you link below. These count towards the maximum too, and the line underneath adds them up for you. - **Notes** - any context the rest of the team should know, for example *Insurer approved 4 of 6 requested sessions - resubmit for the rest in October*. ![The Add a case window with Case title, Auth code and Maximum number of services marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-03-add-case.png) *Title, auth code and the number of services the insurer authorised* **Link the Appointments** Expand **Appointments** to see the appointments on the client's record, each with its service name and date. 1. Use **Filter appointments…** to narrow the list, which is handy on a client with a long history. Type the service name, for example *Dermal Fillers*. 2. Tick each appointment that falls under this authorisation. The ticked appointments also show as chips above the list. ![The Appointments section with the Filter appointments box and a ticked appointment marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-04-link-appointments.png) *Tick the appointments this authorisation covers* You can't link more appointments than the **Maximum number of services** allows (minus any services used outside Pabau). Once you reach it, the remaining checkboxes grey out, so if the insurer approved 4 services you can only attach 4 appointments. **Attach Supporting Files** Expand **Attachments** to link files already saved against the client. 1. **Documents** lists documents from the client's **EMR → Documents**. Use **Search documents on file…** to find one. 2. **Forms** lists the client's completed forms. 3. Click **+ Add** on a row to attach it. Add as many as the case needs: a referral letter, the signed consent, pre-op photos, the insurer's approval email. ![The Attachments section with the Documents and Forms tabs and an Add button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-07-attachments.png) *Attach documents and completed forms to the case* If a document isn't in Pabau yet, upload it to **EMR → Documents** first and then come back to the case. Click **Save**. You see **Case created**, and the case appears under **Case Details** straight away. **How Cases Count Sessions** Cases live on the client, not on a single appointment, so one case can cover a whole course of treatment. Link every appointment that falls under the same authorisation to it rather than opening a new case each visit. The same appointment can sit on more than one case, and the same attachment can be reused across several cases. Click **View** on a case to see its **Treatment progress**. A service counts as used once its appointment has taken place; cancelled, no-show and rescheduled appointments never count. Booked appointments still count towards the sessions remaining, so a linked upcoming appointment holds its place in the allowance. **Maximum number of services** is a hard cap: if the insurer later approves more, edit the case and raise the figure before you attach any further appointments. The auth code you record flows through to the rest of Pabau. It appears in the **Auth Code** column on the Claims page (**Money → Claims**) and on the appointment row in the client's Appointments tab, and a claim with no case linked shows an **Assign case** action there instead. See [Submitting secondary claims in Pabau](https://support.pabau.com/en/pabau2/submitting-secondary-claims-in-pabau?hsLang=en). Closing a case doesn't remove anything either: the linked appointments, attachments and notes all stay on the record; the case simply stops being offered when you book new appointments. **NOTE:** Attachments come from the client's **EMR → Documents**, so staff need access to that section to link files. #### **Step 4: Move a Case to Another Policy** When a client has more than one policy with the same insurer, each case bills one of them. If a case bills the wrong one, move it: 1. Click **View** on the case, then click **Change policy** on the **Insurance policy** card. ![The Insurance policy card in the case with the Change policy button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-05-change-policy.png) *Change policy appears when the client has several policies with this insurer* 1. In **Which policy does this case bill?**, click the policy the case should bill. From then on, the case bills that policy. ![The Which policy does this case bill? window listing two WPA policies, one marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/450646680825-06-which-policy.png) *Pick the policy the case bills* #### **Step 5: Keep an Eye on the Authorisation** An authorisation is limited in two ways, the number of visits it covers and the date it runs out, and a claim that falls outside either one can be refused. Pabau watches both for you and flags a case before it becomes a problem. On each case you see: - An amber chip when the case is close to its limit, showing either how many visits are left or how soon it expires. - A red chip once it has run out or the expiry date has passed. The thresholds are yours to set. Click the gear beside the **Case Details** heading and choose how early the warning should appear in **Authorisation Warnings**. By default it is **2 visits remaining** and **7 days before expiry**; leaving a box blank keeps the default, and entering 0 turns that warning off. ![The Authorisation Warnings window with the visits and days thresholds](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb-41-thresholds.png) **IMPORTANT:** Workers compensation carriers in particular will deny a claim when the visit count or the date of service falls outside what the authorisation allows, so it is worth renewing a case before it runs out rather than after. #### **How do I find authorisations about to expire and let the client know?** The amber and red chips show on each client's case. To see every case that is close to its expiry date or visit limit in one place, use either of these: - **The Ending authorisations dashboard widget.** It lists open insurance cases near their visit cap or expiry date, grouped into **Ending** and **Needs new**, with "Expires" and the date on each row. You need access to the Clients page to see it. - **The Insurance Policies report.** It lists every insurance case with its end date, so you can filter or sort by when authorisations run out. See [How to Use the Insurance Policies Report](https://support.pabau.com/en/pabau2/how-to-use-the-insurance-policies-report?hsLang=en). When you spot an authorisation that is ending, contact the client so they can ask their insurer for a new one, for example by [sending an email from the client card](https://support.pabau.com/en/pabau2/how-to-send-an-email-from-client-card-0?hsLang=en). Set the warning in **Authorisation Warnings** early enough to give the client time to get a new authorisation before their next visit. **NOTE:** The warnings and the widget alert your team, not the client. Pabau doesn't message the client about an expiring authorisation for you. *Where this comes from: the expiry date and authorised visits entered on the insurance case; the warning thresholds in **Authorisation Warnings** (gear beside **Case Details**) apply to your whole company.* **What's next?** - [How to Manage Insurance Policies in the Client Card (New Client Card)](https://support.pabau.com/en/pabau2/how-to-manage-insurance-policies-in-the-client-card?hsLang=en) - [How to send a chart note or other document with a claim](https://support.pabau.com/en/pabau2/how-to-send-a-chart-note-or-other-document-with-a-claim?hsLang=en) - [Insurance Guide Part 2 (UK): Client insurance setup in Pabau](https://support.pabau.com/en/pabau2/insurance-guide-part-2-uk-client-insurance-setup?hsLang=en) --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. 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