Medical provider billing information

Medical bill submissions

Where can I submit a bill for processing/payment?
Medical providers can submit bills to Zurich for processing through the following options:

E-billing: Bills submitted electronically are sent to a clearinghouse before being forwarded to Zurich for processing. Please check your state laws pertaining to whether electronic submission of your bill is available and/or required and follow any guidelines contained therein.

  • Electronic clearinghouse: Jopari Solutions
  • Payer ID: Zurich Insurance N.A. – 16535

Scan and upload: Upload your bill to the Zurich website (www.zurichna.com/claims). Find the option for “Upload Documents” and complete the required information.

Email: usz.zurich.claims.documents@zurichna.com

Mail:
Zurich North America – Claims
P.O. Box 66941
Chicago, IL 60666

Fax: (847) 240-8172

How can I find out the claim number assigned by a workers’ compensation payer?
To obtain a claim number assigned by a workers’ compensation payer and how to place this on a medical bill, providers can:

Medical providers that work directly with Jopari can also call customer support at 800-630-3060 and select option 3 or email support@jopari.com

I sent a bill to Zurich for payment, but I realize now that certain information was missing from the bill. What should I do?
If Zurich is unable to process your bill because of missing information, the bill will be returned to you. Please provide the missing information and resubmit your bill and be sure to mark the bill submission as a corrected bill.

Bill processing/payments

How will I receive a payment from Zurich?
Once your bill is processed according to the applicable state’s requirements, a payment will be sent in accordance with your preferred payment preference. 

Zurich offers two electronic payment options:

  • Direct deposit via Automated Clearing House 
  • Single use virtual credit card

Notifications for direct deposit or virtual credit card payments are sent to the email address that was specified in your account enrollment information.  If you have not enrolled to receive payments electronically, a check will be sent via U.S. Mail.

How do electronic payments work?
Direct deposit payments are processed by our bank’s Automated Clearing House (ACH), which batches payment transactions and electronically transmits them to your bank. This ACH payment process is commonly referred to as “direct deposit.”

Virtual credit card is a single use payment option. Payees will need to activate the payment with a unique 16-digit virtual account number for each payment by submitting the transaction to their credit card processor. The credit limit on each virtual credit card is set to the specific payment amount. 

How do I enroll in electronic payments (direct deposit or virtual credit card)?
Medical providers can enroll in electronic payments at any time via the Zurich Claims enrollment website. It usually takes about two business days to activate but will not affect any payments already in progress.

How can I change my payment preference?
You will need to access the Zurich Claims enrollment site and modify your preferred payment type. It usually takes about two business days to activate but will not affect any payments already in progress. 

How long will it take for my bill to be processed?
Zurich is required to process medical bills within the time allotted by each state’s laws pertaining to the processing of medical bills. If you are uncertain of your state’s requirements, please check your state’s laws regarding processing of medical bills.

When should I check on the status of my medical bill?
To better serve you and to provide the most complete information, please contact the Zurich Medical Provider Helpline at (719) 590-8719 once the statutory deadline by which your bill should have been processed has passed.

How do I check on the status of my outstanding bill?
Once the statutory deadline by which your bill should have been processed has passed, please contact the Zurich Medical Provider Helpline at (719) 590-8719 to determine the status of your bill.

How do I get the EOBs related to electronic payments?
Medical providers enrolled in electronic payments who paper bill will have the option to select whether or not they would like their EOB emailed. Medical providers who bill electronically can access their EOBs via an online portal provided by the clearinghouse (Jopari). 

How do I reconcile the payment with the outstanding bills previously sent to Zurich?
For each electronic payment, you will be provided with an Explanation of Benefits/Explanation of Review (EOB/EOR), which itemizes the reviewed bill and provides patient account information, including patient/claimant name, account number, date(s) of service, etc.  

For paper bills submitted to Zurich by way of U.S. mail or fax, the EOB/EOR will be mailed with the check.

For bills submitted electronically (e-bills) through the Jopari online portal, registered providers can access the portal at any time to view the status of claims/payments and view/download any associated EOB/EOR. There is a video tutorial on the portal along with a detailed User Guide for your information. If you have additional questions or need further assistance, please contact Jopari Customer Support at (800) 630-3060 or support@jopari.com

How can I put a Stop Payment on a check that Zurich sent to me?
Please contact the Zurich Medical Provider Helpline at (719) 590-8719 to request a Stop Payment. Stop payments typically take 2-3 weeks to process and to issue a replacement check.

How can I obtain a copy of the check and/or Explanation of Benefits/Explanation of Review Zurich sent to me previously?
Please contact the Zurich Medical Provider Helpline at (719) 590-8719 to receive a copy of a check and/or the Explanation of Benefits/Explanation of Review.

Appeals

What do I do if I disagree with Zurich’s processing of my bill?
Please submit your written appeal by one of the methods listed below:

Mail:
Zurich North America – Claims
P.O. Box 66941
Chicago, IL 60666

Fax: (847) 240-8172

Email: usz.zurich.claims.documents@zurichna.com

If your state has its own dispute/appeals process, please follow your state’s guidelines pertaining to bill processing disputes/appeals. If you are uncertain of your state’s processes, please check your state’s laws pertaining to the processing of medical bills.

What information will Zurich need in order to process my appeal?
In support of your written appeal, please provide all of the following documentation:

  • A copy of the original invoice for services rendered
  • A copy of the Explanation of Benefits/Explanation of Review
  • Your letter or appeal
  • Any additional medical documentation that substantiates the appeal

Missing or incomplete information will result in your appeal being returned to you with a request for additional information.

How long will it take for Zurich to process my appeal?
Zurich is required to process appeals within the time allotted by each state’s laws pertaining to the processing of medical bills. If you are uncertain of your state’s requirements, please check your state’s laws pertaining to the processing of medical bills.

When should I check on the status of my appeal?
To better serve you and to provide the most complete information, please contact Zurich after the statutory deadline by which an appeal response should have been made.

Refund requests

I received a Refund Request from Zurich. What is this?
Zurich will send a Refund Request if it was determined upon further review, that there was an overpayment.

I have questions about the Refund Request I received from Zurich. Who can I contact?
Please contact the Zurich Medical Provider Helpline at (719) 590-8719 if you have any questions about the Refund Request you received from Zurich.

Where do I send the Refund payment?
Please mail your refund check to:

Zurich North America - Claims
PO Box 968016
Schaumburg, IL 60196-8016

Contact Zurich

Where can I get more information regarding Zurich’s review and processing of medical provider bills?
Please visit:  www.zurichna.com/medical

How can I contact the Zurich Claims Professional assigned to the claim for which my services were rendered?
Click here to locate the claim professional and his or her phone number. Please note: to access this information, you will need the Date of Loss and Zurich’s Claim Number.  

Where can I call with additional questions?
Please contact the Zurich Medical Provider Helpline at (719) 590-8719.