--- title: "Insurance Guide Part 4 (UK): Submit and track claims with Healthcode" description: Validate a claim, send it to Healthcode, follow its progress, fix rejections and export your claims from the Insurance claims dashboard. --- [Skip to content](https://support.pabau.com/en/pabau2/insurance-guide-part-4-uk-submit-and-track-claims-with-healthcode#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 (UK)](https://support.pabau.com/en/pabau2/insurance-billing?hsLang=en#insurance-billing-uk) # Insurance Guide Part 4 (UK): Submit and track claims with Healthcode ## In this article, you will learn how to review and validate a claim, send it to Healthcode, fix rejections, and track it through to payment. You've set up the essentials ([Part 1](https://support.pabau.com/en/pabau2/insurance-guide-part-1-uk-set-up-the-insurance-essentials?hsLang=en)), added the client's policy ([Part 2](https://support.pabau.com/en/pabau2/insurance-guide-part-2-uk-client-insurance-setup?hsLang=en)), and charged the visit to their insurer ([Part 3](https://support.pabau.com/en/pabau2/insurance-guide-part-3-uk-connect-appointments-to-insurance?hsLang=en)). This final part turns that invoice into an electronic claim: validated before it leaves Pabau, submitted through Healthcode, and tracked to payment. **NOTE:** This guide is for practices in the United Kingdom. Claims are submitted electronically through the Healthcode clearing service, with additional tools for BUPA membership checks and insurer remittances. **Step 1: Open the Claim** Go to **More → Claims**. The dashboard shows every insurer invoice, with live counts by status. Hover the **i** on a tile for a reminder of what it holds: - **Pending**: built in Pabau but never sent to Healthcode. - **Submitted**: sent to Healthcode and on its way to the insurer. Open a claim to see how far it has got. - **Processing**: an insurer remittance is being applied to the claim, but nothing has reached the invoice yet. Finish it on the **Remittance** tab. - **Paid**: the insurer has settled the claim in full. - **Needs action**: Healthcode or the insurer sent it back with errors. Correct it and resubmit. 1. Narrow the list with the period picker (for example **Last 90 days**, or **Custom range**), the team member filter (**All team members**), the search box (**Search claim #, client, auth code…**) and the insurer tabs. Clinics with more than one location also get a location filter. Click **Refresh** to check Healthcode for the latest status of your sent claims. 2. Click **View** on a row to open the claim. 3. Use the buttons at the top right: **Configure** for your claims settings, **Data health** (admins) to repair case links and missing codes, and **Export** to download the claims you're looking at. ![The Insurance claims dashboard with the filters, a View button and the Configure, Data health and Export buttons marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-01-claims-dashboard.png) *The Insurance claims dashboard* **Export your claims**: click **Export**. **Export insurance claims** tells you how many claims match your current filters. Click **Export** to confirm. The file is prepared in the background; download it from **Analytics → Exports** when it is ready. ![The Export insurance claims window](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-02-export-claims.png) *Exports are prepared in the background* **Step 2: Review the Claim** The **Submit Claim** screen assembles everything Healthcode needs. The header cards show the policy member ID, payer, method and amounts. For BUPA members, the **Lookup** pill on the member ID card verifies the policy on the spot ([guide](https://support.pabau.com/en/pabau2/how-to-verify-a-bupa-membership-in-pabau?hsLang=en)). ![The top of the Submit Claim screen](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-03-claim-top.png) *The header cards and the Lookup pill on the member ID* The claim is organised into sections. Most fields arrive pre-filled from your defaults, the client card and the invoice; anything missing or invalid is flagged in red: ![The claim sections](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-04-claim-sections.png) *Each section of the claim opens to show its fields* **Step 3: Add the Diagnosis Code** In **Clinical event**, most insurers require the patient's diagnosis as an **ICD-9 code**. Click the diagnosis field and search the built-in code book by code or description: ![Searching the diagnosis code book](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-05-diagnosis-search.png) *Search the ICD-9 code book by code or description* **Step 4: Check the Service Items** Each invoice line becomes a **service item** carrying its CCSD procedure code, the insurer-specific service code, the ISC code and the line totals. These come from the billing codes on your services ([Part 1, step 9](https://support.pabau.com/en/pabau2/insurance-guide-part-1-uk-set-up-the-insurance-essentials?hsLang=en)) but can be adjusted per claim: ![A service item on the claim](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/447930981583-06-service-item.png) *Each invoice line becomes a service item* **Step 5: Validate, Then Send** 1. Click **Validate** to check the claim against Healthcode without submitting, and fix anything it flags. 2. Click **Send Invoice to Healthcode**. The claim moves to **Submitted**. A sent claim opens on its activity rather than the form: - **Submissions & Acknowledgements** logs what happened, for example **Claim submitted**, **Claim rejected** or **No reply from Healthcode**. - **Healthcode status** shows the stage the bill has reached at Healthcode (for example validated, sent to the insurer, or received by the insurer), how long it has been there, and when Pabau last checked. Click **Check with Healthcode** to ask for the latest stage now. - **Claim summary** shows the claim status beside the invoice's payment status, with the amounts billed, recorded and outstanding. Click **View claim** to see the claim as it was sent, and **Back to claim activity** to return. **IMPORTANT:** The claim's ⋮ menu has **Reset submittal** under **Healthcode tracking**. Use it only when a submission got no response from Healthcode and the claim is stuck. It clears Pabau's record of the submission so you can correct and resend the claim; it doesn't withdraw anything Healthcode has already received. **Step 6: Fix Rejections** If Healthcode or the insurer rejects the claim, it lands in **Needs action**. Open it and a red banner lists the fields to fix, with a card explaining each error, who can fix it and what Pabau sent. Not sure what to change? Click **Analyze with AI**. Common rejections: - **No matching membership details**: the patient's details don't match the insurer's records (for example "Susie" vs "Susan", an old address, or a mistyped membership number). Check with the insurer, correct the client card, and resubmit. For BUPA members, run a [membership lookup](https://support.pabau.com/en/pabau2/how-to-verify-a-bupa-membership-in-pabau?hsLang=en) first. - **Invalid username / password** or **Access denied**: your Healthcode credentials or subscription need attention; re-check them in the Claims setup or contact Healthcode. - **The insurer requires an agreed fee for this service**: Vitality requires guideline pricing to be set up in your Healthcode account (Accounting → Guideline Pricing). **NOTE:** Healthcode support: 0330 900 4900 or custserv@healthcode.co.uk. **Step 7: Get Paid** When the insurer pays, record the remittance on the **Remittance** tab beside **Claims** (**More → Claims → Remittance**) and match it to your submitted claims, including any shortfall you need to bill to the patient. Statements sent through Healthcode can be brought in with the **Remittances** button there. See [How to record insurer payments with remittances](https://support.pabau.com/en/pabau2/how-to-record-insurer-payments-with-remittances?hsLang=en). **What's next?** The UK insurance guide series: - [Part 1: Set up the insurance essentials](https://support.pabau.com/en/pabau2/insurance-guide-part-1-uk-set-up-the-insurance-essentials?hsLang=en) - [Part 2: Client insurance setup](https://support.pabau.com/en/pabau2/insurance-guide-part-2-uk-client-insurance-setup?hsLang=en) - [Part 3: Connect appointments to insurance](https://support.pabau.com/en/pabau2/insurance-guide-part-3-uk-connect-appointments-to-insurance?hsLang=en) - Part 4: Submit and track claims with Healthcode (this article) Questions? Reach us any time via the in-app chat. We're happy to help you get your first claims out the door. --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. 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