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Frequently Asked Questions

Product Questions

Electronic Data Interchange (EDI) is computer-to-computer exchange of documents in an electronic format. Claims switching is essentially the electronic way of submitting medical aid claims and receiving responses to various medical aid administrators via an EDI supplier.

It is the submission of single patient medical aid data/information submitted to the scheme immediately; in actual real-time. Real-time claiming refers to the immediate and complete adjudication of a healthcare claim upon receipt by the medical aid. This feedback happens within seconds of submission.

SwitchOn validates claims on behalf of the medical aids according to the medical aid scheme rules. If the claim adheres to the SwitchOn upfront validation, it is sent through to the medical aid scheme administrator for processing.  If it does not adhere to the upfront validation, it is sent back to the practice with a rejection code.  This gives the practice the opportunity to correct the claim and resubmit it. SwitchOn does not charge practices for upfront rejections.

Customer Services Questions

If you require any assistance, contact us on 010 449 1000. There are only four options to select from. At any point, during your call, you can select the relevant option without having to listen to all the voice prompts.

  • PRESS 1 New sales, products, and value-added services.
  • PRESS 2 Accounts Department (for any queries on your account with us).
  • PRESS 3 Credit card support related queries.
  • PRESS 4 For Practice management software support and claims queries.

Emails have been streamlined to one system and customer cases complete with customer history will be created for easy tracking. The below are the designated email addresses to be used:

  • The credit card, sales, and finance teams are available during business hours on weekdays between 8 AM to 5 PM.
  • For your convenience, our support team is there to help you between 8 am and 5 pm on weekdays and 8 am to 1 pm on Saturdays.
  • Our comprehensive training programmes help your practice staff use our products optimally. We offer monthly virtual training courses to all our customers.We offer claims management workshops, receptionist training and practice management application training for all our customers. These are virtual training workshops and are charged at the following rates:
    • Claims Management workshop
    • Medical Receptionist workshop
    • Practice Management Software training

    Training for the Practice Management Software is included in the registration fee you pay when you register for any of our products and is valid for six months from the date of software installation.

    For training requests, please contact our sales team: 010 449 1000 or email healthtech.sales@altron.com

You can request your invoices from our Accounts Department team by sending an email to healthtech.accounts@altron.com.

SwitchOn is obligated to store and upon request, provide your practice with proof of delivery/submission for claims submitted during the last 12 months only.

All you need to do is login to WEBDesk and fill in an eRA consent form. Select the scheme administrator(s) which you would like to receive eRAs from and complete the compulsory practice consent fields and submit.

Consent forms for the selected scheme administrators will automatically be generated and sent off – all done in one form! You will start receiving eRA’s as soon as the scheme administrators have activated this service for you.

The Daily Action Report is designed to assist your practice in dealing with any issues requiring attention from the previous day’s claim submissions. You have the option to receive the report in PDF or Excel.

The report is sent each morning, via email and contains the following tabs:

SwitchOn: This displays all claims rejected by SwitchOn’s upfront validation process.These rejections need to be corrected and resubmitted as soon as possible. Use the supplied Rejection code(s) and Description(s) column to fix the errors on the claim lines.
Scheme: This section indicates responses received from the medical aid schemes. The information will either contain rejections, errors or part-payments.Please note that this tab contains all rejections at scheme level. Always cross-check the dates of rejections to ensure that you don’t resubmit claims that you have already corrected. We recommend that you follow up with respect to part-payments to ensure uninterrupted cash flow to your practice.
eRA: This tab displays a summary of the electronic remittances received from the medical aid scheme administrators.Simplify and speed up your payment reconciliation processes by checking the total amounts paid by the scheme against your submitted claims. Remember to follow up on any co-payments as soon as possible.
eRA Detail: Contains detailed data of all the electronic Remittance Advices (eRAs) received from the various medical aid scheme administrators. These will either contain rejections, errors or part payments.