Frequently Asked Questions

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 supports 5 major TPA panels:

• AIA
• MiCARE
• Red Alert Online (RAO)
• Health Connect
• PMCare

More panels are being added. If your panel is not listed, contact us at contact@claimhub.cc.

Is ClaimHub free to try?

Yes. Every new account gets 550 free credits (worth RM98). No credit card needed. This is enough for about 2-3 months of reconciliation for a typical clinic.

Do I need to install anything?

No. You can use ClaimHub directly on the website at claimhub.cc. If you prefer to keep data on your own PC, you can optionally download the desktop app.

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.

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 — exported from your clinic management system (e.g. Clinisys). See our Clinisys AR Download Guide (PPTX).

What file format does ClaimHub accept?

Excel files: .xlsx or .xls. For Red Alert Online and Health Connect, PDF files are also accepted. Maximum file size is 10 MB.

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

Make sure you are uploading the Excel version, not a PDF or Word file. Most TPA portals have an "Export to Excel" or "Download Excel" button. If you only have a PDF, try selecting Red Alert Online or Health Connect as the panel type — they accept PDFs.

I get "File size exceeds 10MB" — how to fix?

Your file is too large. This usually happens when the date range is too wide (e.g. exporting 1 year of data). Try exporting a smaller date range (e.g. 3 months) from your clinic system.

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?

Currently, you process one panel at a time. For example: do AIA first, then MiCARE, then PMCare. Each run takes about 5-10 seconds. Use the same AR file for all panels — just change the panel payment report each time.

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 (PPTX).

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.

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 online banking (FPX — supports all Malaysian banks), and credits are added instantly. See our Download & Setup Guide for details.

Can the clinic assistant top up credits?

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

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?

Online banking via FPX (Fiuu payment gateway). Supports Maybank, CIMB, Public Bank, RHB, Hong Leong, AmBank, Bank Islam, and all major Malaysian banks. No credit card needed.

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. If you use the desktop app, all data stays on your own computer — it never leaves your clinic. If you use the website version, data is processed on our secure server and not stored after the reconciliation is complete.

Is ClaimHub PDPA compliant?

Yes. ClaimHub is designed with Malaysian PDPA (Personal Data Protection Act) in mind. The desktop app processes everything locally. The website version processes data transiently and does not retain patient information.

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.

Can I use ClaimHub offline?

Yes — if you use the desktop app. After the one-time activation, ClaimHub works fully offline. The website version requires an internet connection.

Which Windows version do I need?

Windows 10 or Windows 11 (64-bit). ClaimHub does not work on Mac or Linux.

Windows SmartScreen says "Unknown publisher" — is it safe?

Yes, this is normal for new software. Click "More info" then "Run anyway". We are working on getting a code signing certificate to remove this warning in a future update.

The installer shows "Database Error: Cannot connect to SQL Server"

This means SQL Server LocalDB did not install correctly. Try:

• Uninstall ClaimHub, then re-install. The installer will retry the LocalDB setup.
• If it still fails, manually download and install SQL Server LocalDB from Microsoft (free), then re-open ClaimHub.

Where is my license key?

It was sent to the email you registered with when you created your ClaimHub account. Search your inbox (and Spam/Junk folder) for "ClaimHub" or "license key". If you can't find it, email contact@claimhub.cc with your clinic name.

Can I install ClaimHub on multiple computers?

Your license key works on one computer. If you need to move it to a different PC (e.g. if the clinic PC is replaced), contact us at contact@claimhub.cc and we'll help you transfer the license.

How do I update ClaimHub?

ClaimHub checks for updates automatically when connected to the internet. If an update is available, you'll see a notification. You can also download the latest version from claimhub.cc/download and install over the existing version.

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

This usually means the file is very large or there was a connection issue. Wait up to 60 seconds. If it's still stuck, refresh the page and try again. If the problem persists, check that your internet connection is stable (website version) or restart the desktop app.

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). If using the desktop app, 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).