This article explains how to turn off the automated messages NexHealth sends to patients when their insurance verification fails or shows inactive coverage.
Why patients receive these messages
When NexHealth verifies a patient's insurance and finds a problem — such as unverifiable details or inactive coverage — it can automatically send the patient an SMS or email asking them to resubmit their insurance information. Two templates control this outreach:
Insurance Verification – Patient Details — sent when NexHealth cannot verify the patient's insurance details
Insurance Verification – Inactive Coverage — sent when a patient's coverage is found to be inactive or terminated
Both templates are on by default. You can disable either or both at any time.
How to disable a template
In NexHealth, go to Templates.
Scroll to the Insurance Verification section at the bottom of the page.
Click the template you want to disable (Insurance Verification – Patient Details or Insurance Verification – Inactive Coverage).
Toggle the switch from ON to OFF.
Repeat these steps for the second template if you want to disable both. Each template is controlled independently — disabling one does not affect the other.
What happens after you disable a template
Once a template is turned off, NexHealth will no longer send that message to patients when their insurance verification fails or shows inactive coverage. Your verification checks will continue to run — only the automated patient outreach is affected.
You can re-enable a template at any time by following the same steps and toggling it back to ON.