This article explains how to set up NexHealth's two insurance verification failure notification templates, which automatically contact patients when their insurance verification fails due to patient detail mismatches or inactive coverage.
What are verification failure notifications?
When NexHealth runs an insurance verification check and encounters a specific type of failure, it can automatically send the patient a message asking them to update their information. Once the patient responds, NexHealth re-runs the verification using the new details.
There are two templates, each targeting a different type of failure:
Insurance Verification – Patient Details: sent when verification fails due to a mismatch with the payer — typically a nickname, name spelling issue, or typo in the member ID.
Insurance Verification – Inactive Coverage: sent when verification returns inactive or expired coverage.
Both templates work the same way: NexHealth sends the patient a form to collect updated insurance details, then automatically re-runs verification when the form is submitted.
How the notification sequence works
When a qualifying verification failure is detected, NexHealth sends the patient an initial message. If the patient doesn't respond, follow-up reminders are sent on day 2 and day 4. The sequence stops automatically once the patient submits the form and their verification resolves.
NexHealth will not send more than one notification per template to the same patient at the same location within a 14-day window, regardless of how many verification attempts occur in that period.
How to activate the templates
These templates are activated the same way as other NexHealth communication templates.
In NexHealth, go to Templates from the left side menu.
Click Insurance Verification – Patient Details or Insurance Verification – Inactive Coverage.
Review and customize the message content if needed.
Toggle the template to Active.
These templates require NexHealth Verification. If you don't see them in Templates, contact NexHealth support to confirm your account is set up correctly.
What patients receive
When a template is triggered, the patient receives a message via email or SMS (based on their communication preferences) with a link to a short form. The form collects updated insurance details. Once submitted, NexHealth stores the information and automatically re-runs the verification check.
You don't need to take any action after the notification is sent — NexHealth handles the follow-up and re-verification automatically.
See also
See also: Can I customize the verification window?