CDAnet FAQs
Listed below are responses to frequently asked questions about CDAnet.
If your question is not answered here, refer to your CDAnet Dental Office User guide or contact CDAnet by telephone at 1-800-267-9701 between 9 a.m. and 5 p.m. EST or by email at cdanetservice@cda-adc.ca.
Claims are not transmitting through CDAnet. What should be done?
The dental office information has been changed (address, phone number or software vendor). What should be done?
What if a patient deals with a claims processor that is not participating in CDAnet?
Can I send a claim after normal business hours or on weekends?
What should I do if a claim or predetermination is rejected?
Why did I receive a message advising me that I am not authorized to access CDAnet?
Can I reverse a claim that was submitted yesterday?
I tried to reverse a claim, and received a message asking me to try again later. What happened?
I received a message stating "Network error, please resubmit claim." Is there something wrong with my computer system?
How should I notify the claims processors of the address change when I move my dental office?
How do I change a patient's address?
I received a message stating "Error code ___". What does this mean?
I received an error message and have no idea where the problem lies.
The icon (or window B, depending on the software) is not giving me the option to use CDAnet. Why not?
Where do I receive updates?
I'm getting an invalid carrier ID code. What does that mean?
I'm receiving the error code "Datapac not responding." What does that mean?
What is the difference between Batch Mode and Real Time?
Do patients have to sign anything to transmit claims electronically?
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Claims are not transmitting through CDAnet. What should be done?
Contact CDAnet to confirm your start date, office number and unique number. Contact the appropriate network, depending on which carrier is not transmitting. If the network has not received your claim, contact your software vendor for support.
ITRANS users may access the ITRANS web portal to check on the status of a claim, or call the ITRANS help desk at 1-866-788-1212. Note that ITRANS users can also temporarily allow their software vendor to access the ITRANS transmitted claims status information page to assist in problem resolution.
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The dental office information has been changed (address, phone number or software vendor). What should be done?
To update your CDAnet file you may;
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What if a patient deals with a claims processor that is not participating in CDAnet?
The insured should continue to submit his or her claims on paper.
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Can I send a claim after normal business hours or on weekends?
Yes, you will receive a Claim Acknowledgement shortly after submitting the claim.
CDAnet claims may be transmitted by telephone modem between 5:30 a.m. and 1 a.m. (EST) seven days a week, excluding statutory holidays.
CDAnet claims may be transmitted to ITRANS 24 hours a day, seven days a week, including holidays. If the carrier system is not available, the ITRANS system will acknowledge receipt of the claim, and forward the claim to the carrier system when it becomes available.
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What should I do if a claim or predetermination is rejected?
You will receive an error message on your screen explaining the reason for rejection. Correct the error(s) and resubmit the claim or predetermination, using a new claim reference number.
If your system does not accept the changes, call the applicable carrier. If you receive an error that you don't understand, call:
Modem Users: CDAnet at 1-800-267-9701 between 8 a.m. and 4 p.m. (EST) or email cdanetservice@cda-adc.ca.
ITRANS users: 1-866-788-1212 between 9 a.m. and 5 p.m. (EST) or email support@goitrans.com.
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Why did I receive a message advising me that I am not authorized to access CDAnet?
If you recently subscribed to CDAnet, you should contact CDAnet to verify that you and the claims processors are using the same identification numbers.
Modem users: CDAnet at 1-800-267-9701 between 8 a.m. and 4 p.m. (EST) or email cdanetservice@cda-adc.ca.
ITRANS users: 1-866-788-1212 between 9 a.m. and 5 p.m. (EST) or email support@goitrans.com.
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Can I reverse a claim that was submitted yesterday?
No, a claim reversal can only be performed on CDAnet on the same day the claim was submitted. Call or write the claims processor, quoting the claim reference number shown on the Explanation of Benefits or Claim Acknowledgement, and inform the Claims Department of the error.
If the dental office staff does not know how to do a claim reversal, they should contact their insurance carrier for information. If the claim cannot be reversed on the same day due to errors, the dental office must send a manual claim form with a letter referencing the initial claim to the insurance company.
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I tried to reverse a claim, and received a message asking me to try again later. What happened?
The claims processor was unable to handle your request for a claim reversal at the time it was submitted. Try to reverse the claim again later in the day. If you are unable to reverse the claim on the same day, follow the procedures outlined in Question 7 for sending a claim reversal manually.
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I received a message stating "Network error, please resubmit claim." Is there something wrong with my computer system?
No, this message indicates that there was a temporary transmission problem. Try submitting the claim again.
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How should I notify the claims processors of the address change when I move my dental office?
To change your office information (address, telephone number, etc.), call CDAnet at 1-800-267-9701 to update your file. CDAnet will inform all carriers of changes.
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How do I change a patient's address?
Update the information on your computer. The new address will be reflected on subsequent claims.
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I received a message stating "Error code ___". What does this mean?
Contact your software vendor to request that descriptions be added to these error codes. A list of error codes can also be found on pages 45-47 of your Dental Office User Guide.
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I received an error message and have no idea where the problem lies.
Modem users:
In the event that dental office staff cannot correct an error message, the problem should be referred back to the networks, as they are the ones sending the message back on behalf of the insurance company. The networks can pull up the claim (using the CDAnet office number) and find out why the error was sent.
ITRANS users:
Call the ITRANS help desk at 1-866-788-1212 between 9 a.m. and 5 p.m. (EST) or email support@goitrans.com. The technical analysts can pull up the claim and will resolve your problem, or provide you with additional information or will assist in determining who needs to be called to resolve the issue.
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The icon (or window B, depending on the software) is not giving me the option to use CDAnet. Why not?
Either the dentist record in your software is not configured to allow electronic claims or the carrier record in your software does not indicate support for electronic claims.
Contact the software vendor in order to update the information found in their software to correct the above issue.
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Where do I receive updates?
Your software vendor supplies updates to your practice management software. Updates such as new carrier, carrier networks and supported transactions types will appear in CDA publications, or this information can be obtained through the networks and CDAnet.
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I'm getting an invalid carrier ID code. What does that mean?
It means that the ID number you have programmed for the insurance company is incorrect. Verify the information with the Dental Office User Guide and make any necessary changes. If you're unsure on how to change this information, contact your software vendor for additional help.
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I'm receiving the error code "Datapac not responding." What does that mean?
This error does not apply to ITRANS users.
DATApac has been phased out by Emergis. Offices can contact Emergis directly at 1-866-272-2204.
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What is the difference between Batch Mode and Real Time?
Batch processing means that the insurance carrier will adjudicate all claims at a predetermined time rather than on an as received basis. The claim will usually be adjudicated later in the day or overnight.
Real time processing means that when you submit a claim, the claims processor will adjudicate it and send a response back to you immediately (approximately 20-40 seconds).
Refer to page 8 of the Dental Office User Guide for more information.
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Do patients have to sign anything to transmit claims electronically?
Yes, a patient has to sign a waiver giving the dental office permission to transmit his or her claims electronically. The authorization information can be found on page 6 of the Dental Office User Guide and the labels are on page 43.
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