Frequently Asked Questions

The four things ClaimHub gives you, every month:

• Reconcile each panel payment, claim by claim. Match what the panel paid against the patients your clinic actually saw — no more accepting the lump-sum number on faith.
• Claim back from the panel for unpaid or partially paid amounts. Get the per-patient list with names, visit dates, and the exact ringgit gap — the evidence the panel needs to release the money.
• Hand your accountant a clean report. Unpaid and partially paid claims so they can issue credit notes (so you stop paying tax on revenue that never arrived), plus exact panel fees per claim so they can book the real cost of each panel as an expense.
• See how each panel actually behaves. Payment timing, short-pay patterns, rejection reasons — the analytics you need to decide which panels are worth staying on.

What is ClaimHub?

ClaimHub is a tool that automatically checks your panel claims against TPA payment reports. Instead of manually comparing Excel files line by line, ClaimHub matches them in seconds and tells you which claims were paid, partially paid, rejected, or still outstanding.

Which panels are supported?

ClaimHub currently reconciles 13 TPA panels:

• AIA
• MiCARE
• Red Alert Online (RAO)
• PMCare
• Health Connect
• MedKad
• MediLink-Global
• CompuMed
• COSSB
• eMas
• GFlex
• Selcare
• Peduli Sihat

Coming soon: Mediviron, ASP, FOMEMA, HealthMetrics. If your panel is not listed and not on the roadmap, email us at contact@claimhub.cc with a sample payment file and we will add a parser.

Is ClaimHub free to try?

Yes. Every new account gets 200 free credits. No credit card needed. This is enough for about 2 months of reconciliation for a typical clinic.

Do I need to install anything?

No. ClaimHub runs entirely in the browser at claimhub.cc. Nothing to install, nothing to update.

Can my clinic assistant use it, or does the doctor need to do it?

ClaimHub is designed for clinic assistants. The interface is simple — select panel, upload 2 files, click process. No medical or accounting knowledge needed. The doctor only needs to review the final report and approve any follow-up actions.

I have years of unclaimed panel payments. Where do I even start?

Start with the last 12 months. Run reconciliation across all your panels for that window so you have a clean picture of calendar year 2025 to hand your accountant — they can then issue the credit notes and book the panel-fee expenses against your 2025 taxable income.

Two tracks happen in parallel:

• Track A — chase the panels. Most TPAs only accept resubmissions within 90 days to 6 months of the original visit. Anything in that window is real cash you can still recover. Send the per-patient unpaid list back to the panel.
• Track B — clean up the books. Claims past every panel's resubmission deadline are not recoverable — but they should not sit on your books as receivable either. Hand them to your accountant as write-offs with the per-patient evidence trail, so your 2025 tax filing reflects what actually arrived in your bank account.

Once 2025 is clean, extend backwards another 12 months if your AR still shows uncollected panel revenue — same flow, just older.

Why does ClaimHub need to know about every patient — isn't the panel total enough?

Because the panel total hides the gaps. When a TPA panel wires you a lump sum, you don't know which patients that cheque covered, which were paid short, and which the panel quietly dropped. Without the per-patient list, you cannot chase the missing ones — they become silent write-offs, RM 2,000++ every month for a typical clinic.

ClaimHub matches each panel payment line to the specific patient in your AR, so you get a list with patient name, visit date, and the exact ringgit gap. That list is what you send back to the panel to recover what they owe.

How does ClaimHub help with e-Invoice (MyInvois)?

Now that MyInvois is live, every panel patient visit goes into your e-invoice as revenue — so you get taxed on it. If the panel never actually paid you for that visit, you are paying tax on money that never arrived.

The way out is a credit note in MyInvois that adjusts the original invoice down. But for LHDN to accept the adjustment, you need proof — patient by patient — that you tried to claim and the panel denied or ignored it.

ClaimHub's per-patient unpaid list is exactly that proof. Recover from the panel first; what you cannot recover, write off cleanly with the trail your accountant and LHDN need.

What's the difference between "claim from panel" and "deduct from tax"?

Two different actions on the same unpaid claim, in this order:

• Claim from panel first. Send the panel the unpaid-claim list with patient name and date. Most panels will pay or explain — that is real cash recovered.
• Deduct from tax only if recovery fails. If the panel formally denies the claim or ignores it past the resubmission deadline, issue a MyInvois credit note for that amount. It comes out of your taxable revenue, so you don't get taxed on money you never received.

Without per-patient detail, you can do neither cleanly. ClaimHub gives you the breakdown for both.

What files do I need to upload?

Two files:

• Panel Payment Report — downloaded from the TPA portal (AIA, MiCARE, etc.). See our Panel Payment Download Guides for step-by-step instructions.
• Account Receivable (AR) file — Clinisys is the only clinic system we currently support. Export it from Clinisys (see our Clinisys AR Download Guide (PDF)). Using a different EMR (Medisys, MyClinic, Vetro, etc.)? Email contact@claimhub.cc or WhatsApp 011-2050-5076 with a sample export — we add new systems as clinics ask for them.

What file format does ClaimHub accept?

AR ledger: .xlsx or .xls (Clinisys Corporate Sales export). Panel files: Excel (.xlsx, .xls, .xltx), CSV (GFlex), or text PDF (MediLink Payment Advice). Maximum file size 20 MB.

ClaimHub auto-detects the file type from the contents — if a TPA exports HTML or TSV with a .xls name, it still works. Scanned-image PDFs and photos are not accepted — export from the TPA portal as Excel or text-PDF where available.

I get "File format not supported" — what do I do?

Most often the file is a scanned image (a PDF that is really a picture of a statement, or a photo). ClaimHub does not OCR. Re-export from the TPA portal using the "Export to Excel" or "Download Excel" button — every supported panel offers one.

If the portal genuinely only gives you a PDF and it contains real text (you can highlight and copy words from it), email a sample to contact@claimhub.cc — we may already support it or can add a parser.

I get "File size exceeds 20MB" — how to fix?

Your file is too large. This usually happens when the date range is too wide (e.g. exporting a full year of data). Try exporting a smaller date range (e.g. 3 months) from your clinic system or TPA portal, then process each batch separately.

Should I edit or rename the files before uploading?

No. Upload them exactly as downloaded from the panel portal and Clinisys. Do not open and re-save them — this can change the formatting and cause errors.

Can I check multiple panels at once?

Yes — one run, many panels. On the Reconcile Claims page you can add as many panel payment files as you want alongside your AR file(s), and ClaimHub processes them all in a single run.

• Step 1 — AR files. Upload your Clinisys export. You can also add a previously saved ClaimHub-Reconciliation-Data ledger to carry forward prior runs. Use the Add another AR file button for more than one.
• Step 2 — panel payment files. Add AIA, MiCARE, PMCare, etc. all at once via Add another panel file. Panel type is detected automatically — no manual selection. Each file gets an optional payment date so ClaimHub can later show you which panels pay fastest.
• Step 3 — process. ClaimHub matches each panel file in turn against the AR. Already-matched rows are not eligible for a second panel (no double-claim), and rows that were already Paid / Partial / Rejected from a prior run are carried over, never re-matched and never re-charged.

The output is a single ClaimHub-Reconciliation-Data Excel covering every panel from the run. Rows reconciled in this latest run are highlighted green so you can see what's new at a glance; older matched panel × month bands stay yellow.

How do I download the AR file from Clinisys?

Open Clinisys → Reports → Panel AR Report → choose the date range → click Export to Excel. For detailed steps with screenshots, download our Clinisys AR Download Guide (PDF).

What do the status labels mean?

Each claim in your report has a coloured status label:

• Matched / Paid — Panel has paid this claim. Amount confirmed.
• Partial — Panel paid less than what your clinic billed. Check the difference amount in the report.
• Rejected — Panel rejected this claim. Check the rejection reason in the panel portal and resubmit if possible.
• Pending — Claim is in your AR file but not in the panel payment report. The panel has not paid yet — follow up needed.
• Overdue — Pending for more than 90 days. Escalate to the panel company.

Why are some claims showing as "Pending"?

This means the panel has not paid for those claims yet. Common reasons:

• The claim was submitted recently and payment hasn't been processed
• Missing or incorrect documentation (GL, referral letter)
• The patient's insurance policy has expired or the claim was outside coverage
• The patient name or IC number in your system doesn't match the panel's records

Action: Contact the panel company and ask about these specific claims.

Where can I find my past reports?

Click "Past Runs" in the left sidebar menu. You can view and re-download any previous reconciliation report. Reports are saved permanently in your account.

What's inside the downloaded report file?

The Excel report has multiple tabs so you can read it the way that fits your job:

• AR Ledger — the original ledger with payment dates and amounts filled in for matched rows.
• Unmatched — TPA payment lines that did not map to any AR row (previously called "Orphan Payments").
• Unpaid by Panel — per-panel breakdown of every patient still owed money. This is the list you send back to the panel to claim.
• Ledger Meta — the headers and metadata ClaimHub used so you can audit how the file was parsed.

How do I see which rows were reconciled in the latest run?

In the AR Ledger tab, ClaimHub groups rows into Panel × Month bands. The bands you reconciled in the most recent run are highlighted bright green with a "🆕 reconciled this run" tag in the band header.

•  Light green — panel × month reconciled in this run.
•  Light yellow — panel × month reconciled in a previous run (carried forward).
•  Light grey — rows with no panel match yet.

Open the Excel, scroll the AR Ledger tab, and the green bands tell you exactly what changed today.

Can I print the report?

Yes. Download the Excel report, open it in Microsoft Excel, and print from there. You can also email the report to the doctor or manager for review.

The match percentage is low. Is something wrong?

Not necessarily. Common reasons for low match rates:

• Date range mismatch — your AR file covers a different period than the panel payment report
• Panel paid in a different batch — some TPAs split payments across months
• Patient name spelled differently — "Ahmad bin Ali" vs "AHMAD B ALI" (ClaimHub handles common variations, but very different spellings may not match)

Try matching the date ranges as closely as possible between both files.

What if the panel paid a different amount than what I billed?

This shows as "Partial" in the report. The difference could be due to:

• Panel co-payment or deductible applied
• Some items in the bill not covered by the panel
• Panel rate vs clinic rate difference

Review the partial payments in detail and contact the panel if the deduction seems incorrect.

How do credits work?

1 credit = 1 patient claim successfully reconciled. Credits are only deducted for records that ClaimHub actually matches or reconciles — not the total number of records in your file. For example, if the AIA report has 100 patient records and ClaimHub reconciles 98 of them, it uses 98 credits.

Do credits expire?

No. Credits never expire. Buy what you need, use at your own pace.

What happens if I run out of credits during reconciliation?

ClaimHub checks your credit balance before processing. If you don't have enough credits, the system will:

• Show you how many credits you have remaining
• Give you a link to top up instantly
• After topping up, you can immediately re-run the reconciliation

Tip for clinic assistants: If the doctor (who handles payments) is not available, you can still run the reconciliation with your remaining credits. Any credits you have will process that many records. You can top up and re-run anytime — previously reconciled data is saved.

How do I top up credits?

Click "Top up credits" in the left menu. Choose a package, pay via Stripe checkout (cards, FPX online banking, or e-wallets), and credits are added instantly.

Can the clinic assistant top up credits?

Yes, if they have access to the clinic's bank or card. Otherwise, forward the top-up link to the doctor. The doctor can top up from their phone — it takes less than 2 minutes.

Tip: Ask the doctor to top up enough credits into the clinic account in advance so that reconciliation can run completely without interruption. Credits never expire, so there's no risk in buying more than you need right now.

What payment methods do you accept?

Payment is handled by Stripe and supports:

• Credit and debit cards — Visa, Mastercard, Amex
• FPX online banking — Maybank, CIMB, Public Bank, RHB, Hong Leong, AmBank, Bank Islam, and all major Malaysian banks
• E-wallets — GrabPay, Touch 'n Go, Boost, and others available at checkout

Pick whichever is easiest. Receipts are emailed automatically.

How many credits do I need per month?

It depends on how many panels your clinic has. A rough guide:

• Clinic with 2-4 panels: 100-200 credits
• Clinic with 4-6 panels: 300-600 credits
• Clinic with more than 6 panels: 800-1200 credits

Is my patient data safe?

Yes. Patient reconciliation is processed transiently in your browser session and no patient data is retained by ClaimHub. Files are discarded once your report is generated.

Only aggregate, non-identifying metrics are kept for billing and product analytics — for example:

• Number of unpaid panel claims, by panel
• Total amount of unpaid panel claims (RM)
• Number of reconciliations run
• Panels reconciled and date range

This matches the How It Works section of the landing page — same promise, same scope.

Is ClaimHub PDPA compliant?

Yes. ClaimHub is designed with Malaysian PDPA (Personal Data Protection Act) in mind. Patient data is processed transiently in your browser session and is not retained server-side.

Who can see my reconciliation reports?

Only you (your clinic account). Each clinic has its own isolated account. No other clinic can see your data, and ClaimHub staff do not access patient-level data.

The page is stuck on "Processing reconciliation..."

Wait up to 5 minutes if the file is very large or you are reconciling a MiCARE panel — MiCARE's payment file is the slowest of the supported panels and regularly takes 2–4 minutes end-to-end. For other panels, processing usually completes within 30 seconds.

If it's still stuck after 5 minutes, refresh the page and try again, and check that your internet connection is stable. Past Runs preserves whatever finished, so you won't lose work.

I uploaded the wrong file. How do I redo it?

Click "Process Another File" on the results page, or go to "Check my claims" in the left menu to start fresh. The previous result is saved in "Past Runs" — it won't be lost.

The report shows 0% match — nothing matched at all.

Possible causes:

• Wrong panel selected — you uploaded an AIA file but selected MiCARE
• Wrong file type — you uploaded the AR file in both slots (or the panel file in both)
• Date range mismatch — the AR file and panel file cover completely different periods
• File is empty or has no data rows — open the file in Excel to verify it has patient data

I can't log in to ClaimHub

Try these steps:

• Make sure you're using the correct email address
• Check if your email has been verified (look for the verification email in your inbox)
• Click "Forgot password" on the login page to reset your password
• If you still can't log in, contact contact@claimhub.cc

The download button doesn't work / report won't download

Try a different browser (Chrome or Edge recommended) and make sure you're not blocking pop-ups. You can also find the report in "Past Runs" and download from there.

Email us at contact@claimhub.cc or WhatsApp 011-2050-5076. We typically reply within a few hours during business hours (Mon-Fri, 9am-6pm).