You can avoid most issues by following the HCAI Checklist closely, but occasionally an error may occur that prevents a plan or invoice from being submitted to HCAI.
Tracking Treatment Plans
How do I keep track of remaining treatment plans from past software?
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Create an Insurance Profile for the patient using a custom insurance company.
(e.g., MVA Remainder)- Enter the Default Policy Rules with a Maximum $ Per Visit amount matching the amount remaining on the active treatment plan.
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Set the Coverage Reset to Do not Reset and ensure the Percent Coverage is set to 100%.
💡Tip: This will only be used for tracking so you do not need to enter any other fields such as the policy or ID.
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Create a Treatment Plan with the remaining products/services attached as well as the insurance created in the previous step, set it to Default and manually adjust the status to read as approved.
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Manually forcing a status is a permission set in User Types
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- This treatment plan can be titled to provide a reminder. (i.e. Tracking Remaining MVA)
- When booking an appointment for this patient, the treatment plan you have created will be selected by default, and using the Treatment Plan hotlinks, you are able to keep track of the remaining products or services as you invoice them.
Note: While you can track these in Juvonno, you will need to bill for these remaining treatment plans using either your previous software or directly on HCAI's portal; you cannot bill for them in Juvonno
Submission Errors
Treatment Plans
OCFVersionNotValidError
- HCAI updated their OCF forms June 30, 2026 and the version is no longer valid
- This error means that the original treatment plan may have been created prior to June 30, 2026
- Contact support@juvonno.com and we'll update the version so the plan can be submitted
The occupation is invalid for the specified provider.
- Ensure the practitioner types created for the practitioners attached to the treatment plan have the correct HCAI codes and practice type selected.
- Review the provider's Practitioner Profile and make sure that that the Practitioner Type is correct
Provider is expired/invalid for specified facility
- Check that the correct clinic is selected in the Treatment Plan Details tab and
- Check that the Practitioner has their HCAI Registration codes entered in their profile.
Specified insurer does not exists in HCAI
- Check the HCAI Insurance company is attached to the Treatment Plan
- Check that the HCAI insurance company is set up correctly in Settings
- The HCAI Branch and Insurer numbers may need correction
An invalid telephone number was provided. Please verify that the format is (416) 111-2222
- Check the phone numbers in the patient's Patient Profile to make sure it is formatted correctly
- Check the phone and fax number of the Adjuster's to make sure it is formatted correctly
- You can confirm this by entering the HCAI Insurance profile and scrolling to the Adjuster's contact info.
- Acceptable formats are (416) 111-2222 or (416)111-2222 or 4161112222
This first insurance company in this treatment plan determined by the ordering field on the Insurance tab of this treatment plan, must be from a Third-Party Group that is designated as MVA
- Go to the Treatment Plans' Insurance tab and make sure that the MVA/HCAI insurance is set to Order 1 and the Extended Health Benefits insurance is set to Order 2
- Once approved, you can switch the order back if you prefer to have the Extended Health insurance be selected first when booking the patient's appointment, as long as the treatment plan is also set to default
No goods and services line items found in document
- Make sure the Product/Service attached to the plan has the correct Code, Quantity of Measure
- Make sure that Covered by Insurance setting is set to Yes
Batch Billing Errors
Submission Preview does not load/blank Print Batch
- Check that all invoiced items within the batch exist in the Treatment Plan
- Only items that exist on the plan can be invoiced to HCAI
The auto insurance total does not equal the correct summed total
- Check that the correct insurance(s) is/are selected in the Treatment Plan's Insurance tab.
- The HCAI Insurance must be first
- Any Extended Health Benefits will be second (and, if applicable, third)
The Policy Number on the plan referenced by the Plan Number does not match the Policy Number on this invoice
- Ensure the correct insurance(s) is/are selected in the Treatment Plan's Insurance tab. The HCAI Insurance must be first in order, with any Extended Health Benefits left as second and third if applicable
Make Cheque Payable to Must be Provided
- Check that the correct clinic was selected when creating the consolidated invoice.
- If the correct clinic was selected, but the error still appears
- Log in to the HCAI portal and go to Facility Management
- Under Payee:
- Confirm that the Cheque Payable To field is not empty
- Confirm that the Payee Field Editable on Invoices is set to No
The Insurer field is not empty, an empty field is expected
- Review the payments made for the extended health benefits portion of the invoice
- Make sure that the Insurance field shows an insurance company
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Paid By will usually show Direct Deposit
Learn more on how to apply these payments here.
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MOH Debits Total Proposed must be provided.
Insurer 1 Debits Total Proposed must be provided.
Insurer 2 Debits Total Proposed must be provided.
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If you have more than once insurance selected on the Treatment Plan's Insurance tab, this error is due to the consolidated batch not including split portions made out to one or more insurances.
Example:
A treatment plan has three insurances enabled. One is the motor vehicle insurance, and the other two the are the patient's extended health benefits: Green Shield and Blue Cross.
The invoice total is $200:
- $100 split to HCAI
- $100 split to Sunlife
The system is expecting a value for Blue Cross, but cannot find an invoice for the amount.
In this case, you can either update the invoice split for the appropriate portion to include Blue Cross, delete the batch and reinvoice to HCAI.
Or if Blue Cross was not required because it either was exhausted or did not pay anything, then you can 'disable' the insurance in the Treatment Plan's in the Insurance tab and resubmit the batch.
Provider reference must be provided
- Make sure the the products and service(s) being invoiced to HCAI exist on the Treatment Plan's approved Products/Services tab
- You cannot invoice HCAI for an item that is not tied to the treatment plan.
Code provided is invalid. The OCF-21C is not approved for use with non-MIG claims. The pre-approved proposed cost must be equal to the total calculated cost.
- Make sure that the Treatment Plan's product/service(s) codes that are being invoiced to HCAI are correct
- Any product/service being attributed towards the 'Supplementary Goods' grouping, must either have their exact product code entered as provided by HCAI here
- If the product is outside of the typically listed products, you may use the code 'GXX99' code, along with a brief description of the item (name is fine) within the product/service's description field
- If a service, the Service in Juvonno can be assigned the 'MIGSG' code. This will deduct from the Supplementary Goods approved total
Practitioner name list has no practitioners to select from
- Make sure that you have selected a clinic and clicked Apply Changes
- You should then see the list of practitioners.